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NPower complaints letter

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Frith
Frith Posts: 8,745 Forumite
Part of the Furniture 1,000 Posts Mortgage-free Glee! Name Dropper
Ah, NPower.

Last July, without my knowledge, they decided that the people next door to me (different surnames, different meter number, different house!) lived in my house. I started receiving odd bills then, this year, started receiving high bills with my house number on, but the surnames of the people next door. It is a rented house, they had left without a forwarding addresses so I opened the bills (esp as they had my address on).

To complicate matters, I changed to British Gas (for my electricity, no gas here) in September anyway!

This has caused so much confusion its unreal. B Gas asked NP for my final meter reading in September and NP gave them the really high meter reading of next door. Hence my meter readings are all out and I've been getting very low bills from BGas and only paying £40 per month. Because of this I now owe BGas £200.

NPower keep sending me bills for £530. They have stopped putting next doors surnames on and started putting my name on! Although the meter reading is wrong as is the number on the actual meter/account number and so on.

To cut a long story short, NPower owe me approx £340. They know this. I have phoned 5 or 6 times, always on hold for ages, 2 phone calls have been over 45 minutes long (I know this because my cordless phone went flat).

Each time I call, I am told it is all fine, I will be getting the £340 in my bank within days. Then I get another bill for £530!

Should I write a letter of complaint now? 5 or 6 phone calls have done no good. I have been waiting for my £340 since September - should I ask for interest on that?! Should I ask for money towards the 3 hours I have been on the phone to them?

I spoke to someone in their complaints team today and put the phone down after 30 minutes, 20 of which I was on hold while he "sorted it out".

Grrrrr.

L

Comments

  • Joyful
    Joyful Posts: 2,429 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    I would certainly write to them marking it as a complaint. If they cannot resolve it within 8 weeks you can then take it to the Ombudsman.
    Self Employed, Running my Dream Jobs
  • dogshome
    dogshome Posts: 3,878 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Hi ACEY - Yes, write a letter - Do not phone or Email - and head it COMPLAINT
  • gemstars
    gemstars Posts: 515 Forumite
    Definately write a letter. I had a query which I rang them about numerous times, spoke to many people and got nowhere!

    In the end I did exactly as others have said - wrote to them heading the letter complaint and within a short space of time they wrote back with a suitable resolution
  • spaceboy
    spaceboy Posts: 1,928 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    Npower seem to be the worst energy company out there, every year they come bottom of customer satisfaction surveys.
  • DirectDebacle
    DirectDebacle Posts: 2,045 Forumite
    Send any letters recorded delivery. You have already started a complaint (npower should have your previous calls to them marked up as such, opened a complaint and allocated a ref. no.)

    Escalate the complaint to their

    Executive Complaints Team,
    npower
    Eigth Avenue
    Team Valley
    Gateshead
    Tyne and Wear NE11 0SX

    Tel 0800 3161 492

    If you phone quote the complaint ref. if you have it. Make a note of who you speak to, time and date. Make a note of what they say. Tell them you want immediate refund plus compensation plus interest calculated @ 8% p.a. from the time they incurred the debt to date.
    Confirm in writing to them what was said. Use recorded delivery.
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