We'd like to remind Forumites to please avoid political debate on the Forum... Read More »
We're aware that some users are experiencing technical issues which the team are working to resolve. See the Community Noticeboard for more info. Thank you for your patience.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
NPower complaints letter
Options
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
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
0
Comments
-
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 Jobs0
-
Hi ACEY - Yes, write a letter - Do not phone or Email - and head it COMPLAINT0
-
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 resolution0 -
Npower seem to be the worst energy company out there, every year they come bottom of customer satisfaction surveys.0
-
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.0
This discussion has been closed.
Confirm your email address to Create Threads and Reply

Categories
- All Categories
- 350.9K Banking & Borrowing
- 253.1K Reduce Debt & Boost Income
- 453.5K Spending & Discounts
- 243.9K Work, Benefits & Business
- 598.8K Mortgages, Homes & Bills
- 176.9K Life & Family
- 257.2K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 37.6K Read-Only Boards