NPower are a joke

olly34

I left Npower in August 2008. I used to pay quarterly bills.

A year went by and in August 2009 I received a red letter from NPower saying I owed 1200.00.

I rang NPower and re gave my readings that I gave at the time of leaving and they said i actually owed 600.00, this is with the money that I had already paid quarterly.

I wanted to end this and so agreed to pay 100.00 a month to clear it. Then I got another red letter threatning me, stating my next buill is due August 2008!! Yes, the letter arrived sept 2009 and my next bill was aug 2008!!

I rang again and again and again with noone calling back and eventually got a response and back to paying 100.00 a month. I still do not feel I owe this as 1000.00 for 2 people over a year in a small 2 bedroom house when both are at work 9 hours a day is excessive.

Then i thought that was it, oh no!! Another letter arrives after payuing 2 months of 100.00, stating that I now owe all the money as I had missed payment and that I need to pay before my next bill, which is in August 2008!! Yes the wonderful 2008 time travel bill!!

I rang with my proof of payment and I was informed that because I had paid the money 2 days EARLY they did not recognise the payments!!

So all this money wasted on phone calls when I had agreed to pay has really got on my nerves and now I declare war, I do not owe this money so I am not going to pay.

I left a message on Npower website and had a response from some complaints executive who sent me a spreadsheet that would confuse Einstein, and shows that my last bill was Aug 2008, but apparently I owed a bill from Aug 2009 even though I had left them in 2008!! She then said i gave a lower reading to them when quiting than what I gave Scottish power on joining them!! This is absolute rubbiosh and is a con big style. Apparently I owe them for the electric between these two differing readings!! This is a Joke!!

DO NOT USE NPOWER!! NO HELP!!

olly34

Todays response:

I am sorry you feel Barbara has not been able to resolve your complaint.

When you left npower we were given a meter reading to close your account down of 7265 for the day rate and 29928 for the night rate. As these were not the same as your new supplier this caused a delay in us sending you your final bill. When you provided us with a new meter reading in September we contacted Scottish Power but they did not agree to this meter reading and continued to use their own opening meter readings. We have actually closed your account down on a lower reading than Scottish Power therefore you are not being charged for the energy used in-between the two meter readings. This means you have not been charged for £379 worth of electricity.

We have credited your account with £100 for the time it has taken to produce your final bill and for the phone calls you have made. Your balance is now £406.34.

Please can you send me the letters that say your next bill is due in August 2008 and I will get this looked into ASAP. I am also listening into the phone calls between you and the advisor regarding your payment plan as you explained you were forced into it.

NOT BEEN CHARGED FOR 317.00 of ELECTRICITY!! Where do they get that from? They are saying for 2 people who work 9 hrs a day, 5 days a week, that our electricity bill for exactly a year(Joined property AUG 2007 and left them AUG 2008) That my yearly bill is £1314.00!!!

Sigh.....

dogshome

Hi olly34 - Something is very amiss here. When you switch suppliers, it is the new one who asks for your readings, and they will also tell you what day the change takes place in the same phone call or Email. It is up to the new supplier to advise the old supplier of the open/close readings and change-over day not you.
Write, do not phone or Email, to n'power and head the letter Complaint. You require a fully detailed bill for the late charges with opening & closing meter readings, and as it is likely that having changed suppliers, you have not kept their previous bills, you require copies
Good Luck

olly34

Read this by Barbara Walker, first a sarcastic snotty response, but secondly, They are there to get bills correct!! THEN HOW COME THEY NEVER DO!!

" As an energy supplier it is not our responsibility to account for the energy used by a customer. Our main role is to ensure our customers are billed accurately for their energy use."

AS WE ALL KNOW YOU DO NOT DO A VERY GOOD JOB, SO BEFORE YOU MAKE THAT STATEMENT MAKE SURE YOUR COMPANY FUFILLS THIS


DO NOT, BY ANY MEANS, DO NOT USE NPOWER!!

DVardysShadow

Olly, what are the start readings with your new supplier? and what are the finish readings nPower are billing you for?

Premier_2

Wouldn't this thread be better off being moved to the Praise, Vent & Warnings forum?

DVardysShadow

Premier wrote: »

Wouldn't this thread be better off being moved to the Praise, Vent & Warnings forum?

No. The communication with nPower is ongoing, so this may require relevant input. Unless olly is happy to deal with nPower himself and only wants to vent.

Mynewt

Hi Olly34,

I understand you're angry at thsi situation and in all honesty you appear to have every right to be, but unfortnately venting more than likely won't do very much more than increase your frustrations.

When suppliers produce statements they do not have and would not refer to the property in the way you've described. The number of bedrooms and the number of occupants and their work patterns are irrlevant.

What is important in the meter readings; if its 100 on day 1 and 300 on day 10 they bill for the difference i.e. 200 units its that simple i'm afraid.

The transfer process as has been described should have provided Npower with an up to date meter reading. Looking at their reponse, most likely you either did not provide your new provider with an opening meter reading or they did not use it. As Npower seem to believe the reading they were given is incorrect, and have attempted to dispute it. In actuality they are agreeing with you.

However if one of the supplier's refuses to alter the readings there is very little that the other can do, and Npower have done what little they could in these circumstances. (admittedly their communication of these events could have been so so much better)

Were you bills with Npower previously estimated? Are the meter readings your new provider are billing you to accurate? Depending on these answers it may be worth asking your new provider to start the same dispute process, to get the bill at Npower corrected, the only downside is that it would more than likely increase your balance with your new provider.

talulahbeige_2

Be grateful that they have knocked £100 off the bill! I think you will find it is scottish power who are at fault

btw - i work in the utility industry so know what I am talking about

Premier_2

DVardysShadow wrote: »

No. The communication with nPower is ongoing, so this may require relevant input. Unless olly is happy to deal with nPower himself and only wants to vent.

The OP has not asked any question or asked for any advice/help, hence why I posed the question.

The content of the posts by the OP in this thread so far certainly do appear to me to be that they want to vent.


Edit: apologies, there is a question hidden in there::o

_olly34 wrote:

NOT BEEN CHARGED FOR 317.00 of ELECTRICITY!! Where do they get that from?

If this is not explained in the bill, the OP should ask the supplier to explain ... perhaps after counting to 10 and taking some deep breaths first.

DVardysShadow

Although olly only appears to have asked a rhetoric question, there seems to be room for some questions to be asked [as there often is in these cases]. I've asked mine - and hopefully I have put down questions which will show up what is going on and either clarify that nPower need to be pressed some more or that the OP has not been looking after his affairs.