WHAT's NPOWER HAS DONE NOW !!!!

oldsam

Well folks I was told that 9 Dec 2009 was the date to change over of energy supply to Southern but all in the garden is not all roses . Npower gave out a letter stating that they £397 in the account and they will issue a bills quarterly. Now that I have closed a direct debit - bear in mind I am no longer a customer - But sent an email and requested excess amount to be returned they refused on 17/10/2009 .and prior to this in 10/09 & 11/09 monthly D/D the total was £288 :mad:-:mad:-:mad:- I was in contact with them all the time but it seems that left hand does not know what the right is doing in admin of the company.:eek:
I have sent letters about the non-standard of customer care to both the chairman in the U.K. and the big boss at RWE HQ in Essen Germany but you can write till you blue in the face - You will not get a reply - this shows that ethos in the firm is not in tune with the customers on its books.

KimYeovil

If your communication with them is as garbled as in the first paragraph of your initial post then there is little surprise that there are delays in receiving a reply. They are probably still trying to parse your communications and work out what it is you were asking.

The supplies were due to transfer on the 9 December? This is the 11 December! And you are expecting the final bill and refund to be issued by now? Nope, that is not a sensible timeframe. Calm down and be patient. Write again in two months if there is no resolution. It was foolish of you to cancel the direct debit. Now there can be anything up to six months' power that will be re-billed at non-direct debit tariff prices. You should be lucky and it will be only a day or two's or a week or four's. But debits should never be cancelled until the final bill is actually received.

oldsam

I was in contact with Npower over this since the beginning of Oct 2009 . When they sent a letter upping the D/D from £82 a month to £177 a month - review requested then Npower promised £111 to be taken in Oct - No - still took £177 . I did contact them by e-mail about it and requested the return of excess amount - as I am on a fixed income as retired person - They still took the veiw that £177 was the correct monthly amount . In effect a refusual . Well at this point I had no option but to change to different supplier- Even when Npower contacted us about the change to Southern , I told them about the problem of the D/D , The person on the other end offered no resolution , when I told what had happened within a five week period £288 was taken - The line went silent - Only got the change date-
You are may be right about the D/D but was about to have next payment taken out which is due two days - I sent email to Npower Friday about this - no reply yet-

KIM YEOVIL _Thanks advice - I hope that £397 will cover the final Bill . that better than £508 ! equal to more than my monthly pension.