Problems with Npower - and they're not even our supplier!

Triggles

We moved into our property in June. The previous tenants had Npower for both gas and electric on pay meter with those smart cards. We had to start out with Npower, but immediately switched to British Gas - and they became our supplier in July. After British Gas became our supplier, we then had them switch it from the pay meter to a credit meter so we could pay quarterly for both gas and electric.

Since July, we've gotten numerous mailings from Npower - confirming service appointments which we hadn't set up and bills for credit meters (which we never had with Npower) on several occasions. The most recent was about a week ago - I called them and explained (for the 5th time!!!!) that they are not our supplier, and therefore shouldn't be billing us for gas/electric from July - September. The girl said "oh it must have just been generated accidentally" - and I said but we NEVER had credit meters with Npower - so what was going on?? I explained to her that I've spoken to people from Npower on numerous occasions due to these problems and that each time, they reassure me that the accounts for some reason were not closed but that they would make sure they were all closed and send me something to that effect. Then a week later, we'd get another statement! The girl I spoke to the most recently said (again) that she'd check into it but that she couldn't guarantee that we wouldn't be billed for July - September, to which I responded that I was certainly NOT going to pay them for services that they weren't supplying, especially as we're paying British Gas for them! :mad: Now it's over a week later, I've gotten no confirmation from them that this has been sorted (as she said she would send something). God help me, if I get another statement from them, I may lose my mind! Why is it so hard for them to close these accounts????? We don't owe them any money - in fact, when we switched over, there was still credit left on both meters!

ex-energywatch_adviser

Don't rely on anything you have been told over the phone especially when it comes to alleged outstanding balances. Ask for a written response and give them 10 working days to reply. If you don't get that put your complaint in writing (send it recorded delivery), send them a copy of your first BG bill to confirm when they started billing you and demand a written response.

The problem with billing issues is someone may say they have sorted it out but what can happen is several months later you receive a demand from a debt collection agency and there are no records of your earlier conversations. At least if you have a written response it is more likely someone has actually dealt with the matter and you will have something to refer to in the future if necessary.

Triggles

Thanks. I guess I'm going to have to do that. The frustration, I think, comes from them being unable to process this correctly.

littletommytucker

You need to look on the Bill from Npower and look for the MPRN number... see if it is the same as the one on your bill from British Gas.
It could be the case that NPower are sending you bills relating to another meter.
There will also be a Meter Serial Number on your bills. Check to see if it is the same as the one on your meter.
It is probably just what is know as a "delayed account closure" If they are trying to bill you for the same MPRN number that British Gas are allready billing you for.
The other possibility is that they have "erroneously transfered" your supply back to NPower, and are infact supplying the gas to your property inadvertantly.
Either way they can easily check this using a system called XOSERVE, and resolve the problem, and you can also check this by calling 0870 608 1524.