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how do i take a reading from a 'dial' meter?
Comments
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Npower customer service as great as ever, I've received a letter opening my complaint with the complaint number, and a reminder that my bill is overdue - despite the fact it is apparently "on hold".
Should I pay it to avoid any more reminders and then hope that they can refund me whatever has been overpaid in the future, after the engineer visit? Or do you think I should wait until it has been resolved and pay the correct amount then?
I only ask becasue I have heard how difficult it can be to arrange energy company refunds when you change supplier..?0 -
npower customer service deservedly has the worst reputation in the industry. As long as you are just communicating with their standard complaints team this matter will go on interminably.
Try this no. 08450 730861. It is the no. of their Executive Complaints Team. Explain the situation and one of their team should take ownership of it, providing you with a single point of contact. This person should see your complaint through to final resolution.
All you are asking for is a competent person to keep an appointment to meet you at your property and in your prescence trace which meter is supplying your flat. Once that has been done then the matter of sorting your bills out can be tackled.
Personally I would not pay the estimated bill you have received. Investigations may show it is wildly inaccurate. Another reason is that where a bill is disputed npower should have your account on hold and not be persuing you for payment until the dispute is resolved. That may be an extra incentive to deal with your complaint efficiently.
I would recommend, particularly as winter is upon us, that you put money aside to cover your electricity usage for the times you are at the flat.0 -
Have been doing so, although I have to admit v little
electricity is used, as there is no heating being used. So just lights and the fridge is plugged in all the time, I think that's it.
I will call the number you provided this morning, thank you.
I just wasn't happy with the thought that they would keep chasing
me for payment of the bill, I'm not refusing to pay what I owe or anything I just want to
know that it is actually correct. But I don't need it to get passed onto any other department for
collections etc as I'd like to protect my credit rating and was told an overdue bill
could affect that.0 -
I called yday and was told that since I have an engineer appt booked for next week anyway, there is no more they would be able
to
help with until the engineer had been.
So I'm hoping that the engineer will be able to at least explain / locate the correct meters, so that readings can be checked.0 -
piratefairy wrote: »... I've received a letter opening my complaint with the complaint number, and a reminder that my bill is overdue - despite the fact it is apparently "on hold". ...
Sounds like the basis of a further complaint to nPower.
If they have agreed to put the account on hold (which they should do if they can't do anything until the engineer visits next week), then they shouldn't be issuing demands/reminders.
Complain in writing following their procedure
http://www.npower.com/idc/groups/wcms_content/@wcms/@busi/documents/digitalassets/puttingthingsright100108.pdf
Likewise they can't affect your credit history if they have agreed to put your account on hold."Now to trolling as a concept. .... Personally, I've always found it a little sad that people choose to spend such a large proportion of their lives in this way but they do, and we have to deal with it." - MSE Forum Manager 6th July 20100 -
Thanks premier.
I had been worried as I thought it was on hold, and accepted the first appt offered in the hope that it would be sorted as soon as possible, and then got a reminder and worried maybe it wasn't on hold after all.
Having called I'm told it is on hold and to ignore reminders.0 -
Shocking. They haven't turned up to the appt which was scheduled between 8-1 today.
And nobody I've spoken to in the complaints
dept can advise what I should do next.0 -
Absolutely appalling. I don't know if there is such a thing as an independant meter reader, more like an electrical engineer, consultant or similar. You need your meter to be located and to be corrctly read. I was going to suggest telling them that if there is no meter reader at your property within 48hrs to meet you and read your meter then you will arrange for some other qualified person to do it and send them the bill.
Don't forget to claim the £20 missed appointment from them. Consider loss of earnings too. At this rate they'll soon cover the bill.0 -
I'm so fed up with it, the complaints dept spoke to the engineering dept who say they were never told of the appt so that's why they didn't turn up, but it was definitely scheduled, and I have a confirmation of appt letter from npower which arrived last week, they say the info was lost somewhere between them and the engineering dept.
I have spoken to exec complaints dept and they told me I shouldn't have been given that number, but eventually have assigned someone to take control of my complaint. She will go through the notes and call me in the morning apparently.0 -
Nobody called today so I have just called my allocated advisor at Exec Complaints and asked if she has any further info, to which she has replied that they will need to reschedule the appt from yesterday before they can move on any further.
Also she said they are not happy that there is an off-peak meter which is not advancing, and that in situations where the meter is not advancing, they are within their rights to take the meter out, and will be doign a meter exchange so that there is just one single rate meter. I am reluctant to use up more leave (which will now be unpaid leave as my last day leave was used up yesterday when they failed to show up), but it doens't look as though I have a choice.
Does anyone know if I have a right to object to this change of meter? An off-peak meter may well suit any future tenants, so my Landlord may not wish for this to be changed?0
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