incompetent n power

noo-noo_6

Since April this year we have had no end of problems with Npower. First we had a £450ish bill from EDF which we had never heard of, after investigation it transpired that Npower had been billing us Incorrectly for the last 2 1/2 years for our electricity and that EDF where in actual fact our suppliers. Npower decided to do an eronious transfer in the April and five months later finaly decided to refund our money so we could pay EDF. Unfortunatley our Bill with EDF had risen to over a thousand pounds and we are now in about £600 in debt with them. Have written a formal letter of complaint to Npower which has gone nowhere, also contacted Energy Ombudsman. Can anyone tell me 1) what is voluntary compensation and also what else can I do to get Npower to aknowledge my complaint and take action!!

DirectDebacle

noo-noo wrote: »

Since April this year we have had no end of problems with Npower. First we had a £450ish bill from EDF which we had never heard of, after investigation it transpired that Npower had been billing us Incorrectly for the last 2 1/2 years for our electricity and that EDF where in actual fact our suppliers. Npower decided to do an eronious transfer in the April and five months later finaly decided to refund our money so we could pay EDF. Unfortunatley our Bill with EDF had risen to over a thousand pounds and we are now in about £600 in debt with them. Have written a formal letter of complaint to Npower which has gone nowhere, also contacted Energy Ombudsman. Can anyone tell me 1) what is voluntary compensation and also what else can I do to get Npower to aknowledge my complaint and take action!!

Hi,
Can you clarify this please. Is it the case that for 2 1/2 years, up until April this year, you have been paying npower for your electricity whereas you should have been paying EDF?

If so you need a record from EDF of how much you should have been billed for electricity over that period.

If you don't have all your bills from npower then you need from them how much you paid them for electricity over the same period. Bills can be incorrect so you should check npower billed you correctly in the first place. There may be a price differential between the two and you could have paid npower more for the same electricity than you would have if you had been paying EDF.

You will then know how much you actually owe EDF. That is total you paid npower less amount EDF say you owe. I do not know the mechanics of this but it would seem to me a simple matter for npower to transfer all your erroneous payments direct to EDF. npower have recognised an erroneous transfer. I would have thought there would be a system to transfer the erroneous payments.

If npower have not refunded all you paid them then that is where the shortfall will be. £600 will be above average for a years electricity.

Unless the actual usage is known and calculated at the price(s) for the period with each supplier and the amount you actually paid, it is difficult to judge what you may now owe EDF.

npower are not good at responding to letters. You may have more success if you can get past EDF frontline customer service and speak to someone more senior.

DirectDebacle

You can also try npower on this no. 0800 3161 1492

It is the no. for their Higher Complaints Team who are better able to deal with complaints than their standard customer service reps.

You can also write (recorded del. recommended)

Npower
Eighth Avenue
Team Valley
Gateshead
Tyne & Wear NE11 0SX

Nessa56

DirectDebacle wrote: »

You can also try npower on this no. 0800 3161 1492

It is the no. for their Higher Complaints Team who are better able to deal with complaints than their standard customer service reps.

You can also write (recorded del. recommended)

Npower
Eighth Avenue
Team Valley
Gateshead
Tyne & Wear NE11 0SX

I had very severe problems with NPower also, I eventually contacted the Executive Complaints Team by e-mail (on their website) and also sent a hard copy of the letter by recorded delivery.

After 4 weeks I had not heard anything from them apart for a e-mail acknowledging my complaint.

I then had to call every day for about 3 weeks before I finally got somebody assigned to my case. He was extremely good as far as he could be, but he was let down by the system a bit.

I am now trying for the 3rd time to switch but have been assured this time I will be successful :rolleyes:

The moral is, PERSEVERE (and if you would like the name of the person I have been dealing with PM me)

v
x

staylor_2

Utterly astounding hopeless company to deal with, endless problems, garbage customer service.

Check switch with which for the best deal in your area.

They missold the product and you get no end to their nonsense when you complain. AVOID agents at shows at all costs. They are not offering a good deal by any means. Always sign up online. They are the cheapest for the consumer.