Aghhhh NPower - a long one sorry

its-not-me

I'm in the process of switching Dual fuel from N Power to Ovo, when I say in the process, it must be the longest switch in history.

I started th eprocess in Oct and by the end of the month, my electricity had swapped, but no sign of the gas. Numerous calls between me and Ovo and NPower, with everyone denying resposibility for the problems. Endeed up with an agreed date of the beginning of Jan and final meter readings were sent in. I then get a bill from from Npower for £1500.

I nearly choked on my cornflakes, as a bill (with an actual meter reading at the end of Nov) gave me a credit of £4. How could I spend nearly £1500 on gas in one month? :eek: Cue an instant phone call to npower, to discover that firstly they have used a final meter reading that they have typed in wrongly, ie typed 19700 instead of 17900 and secondly that the forgot to credit me with all the monthly payments I have made over the months.

In the middle of Feb, I ring up to see where my final bill is and I'm told it was sent yesterday. Next day, I receive a gas bill for £690 and two days later a final demand. Again I ring npower and am told that the bill is correct (even though they are still using the wrong meter reading) and that they cant stop the reminder letters until I pay the bill.

Obviously, I'm not going to pay the whole amount, but I make a token payment of £50 as I will have used some gas in the period, and am quite happy to pay what I owe when the correct bill arrives.

Come a couple of days ago, I'm now :mad: as no movement is happening so I get in touch with the energy ombudsman who escalated my problem. I instantly got and email from npower asking for a list of my issues and assuring me thatr they would fix it. Got another email saying that the problem was fixed and confirming the correct meter readings and told me a new bill would be sent.

Anyway, opening the bill, and it is for £1200. Anyway back to the complaints team with a fairly brief and compact message about what they can do with the bill. :mad:

I got yet another message saying that the readings have been changed and another bill wil be dispatched and that a goodwill gesture will be added to final bill for my inconvience.

What I want to know
1) how can they produce such wildly different bills on my account (even though they are using the same meter readings (although the wrong ones)?
2) what would you accept as a fair goodwill gesture?

Thanks for reading,

DirectDebacle

1) npower are consistently incompetent and they are maintaining this dismal distinction in your case.

2) The amount of goodwill you probably expect will be much more than the npower 'goodwill storage facility' can hold.

Try them with £10.00 per phone call and £20.00 for each occasion they failed to address your complaint.

Good luck.

its-not-me

DirectDebacle wrote: »

1) npower are consistently incompetent and they are maintaining this dismal distinction in your case.

2) The amount of goodwill you probably expect will be much more than the npower 'goodwill storage facility' can hold.

Try them with £10.00 per phone call and £20.00 for each occasion they failed to address your complaint.

Good luck.

Hey, as long as they get a bill that is reasonable I'll be happy and I'll see what they offer, but I wont hold my breath over either

:beer:

lady_wolfs_head

I'm with N Power, I like em!!!

its-not-me

lady_wolfs_head wrote: »

I'm with N Power, I like em!!!

I think that the big test of a company is what they are like when things go wrong, not when everything is working like it should!

lady_wolfs_head

Thats not to say I have had issues, I did move a few years ago because I never got the duel fuel rebate. Went to scottish power and moved back.
They have always credited me when in credit without me asking, have always been helpful and I have always spoken to advisors in this country.

PNPSUKNET

are the final reads not given by the company you move to?

its-not-me

Yes, but for some reason, NPower are unable to put them correctly into their systems