Npower mucking me about

jodenice

Joined up with NPower ages ago, set up direct debit, asked for it to be taken after the 1st of the month.

Never heard anything - not a scooby - then a direct debit was taken out on the 28th of the month.

I contacted them, she verbally apologised, asked me to send in letter showing charge and said they would refund.

Sent in letter, received one back saying they would NOT refund charges, apparently they have sent me 'loads' of letters and direct debit confirmations. That letter was the first time i had actually found out my account number! They say I only phoned up after the direct debit date and changed my payment date then. I had to say I phoned up after the direct debit date as it wasn't supposed to come out then!

My bank will not refund and say it is down to NPower. I'll be voting with my feet anyway, am finding new company today but can i do anything? I've been charged forty quid and its not my fault!

Premier_2

Under the terms of the direct debit guarantee, the bank will accept the word of a payer regarding a disputed transaction (in this case lack of advance notice) and will reverse the original payment immediately.

The bank will also consider a claim for consequential loss (bank charges in this case). However, the bank won't refund these until the originator (npower) pays the bank.

It sounds like nPower dispute the claim that no advance notice was provided and so will not pay the consequential loss claim. You may not have received the advance notice, but that doesn't mean the originator didn't send it.