N Power

Danni

We have prepay meters from N Power (due to a debt built up while mother and siblings were living with us). Earlier this year we sent them a cheque that was to the amount they said we still owed. Apparently, once they'd received the cheque it didn't cover the amount, but they'd take most of it off the gas and the rest off the electricity. A couple of weeks ago my partner's nanna (who lent us the money for the cheque) asked if we'd paid off gas yet. It was still taking money off, so we phoned up to ask them how much we still owed on it. They hadn't taken the money from the cheque off it, even though they'd cashed it in March. We weren't happy, but after a few days they send a message to the card to the amount paid on by the cheque, and we're now over £100 in credit on there.

A week last Sunday my partner went to the shop, put £10 on the electric key, and went to put it on the meter. The meter kept saying that it was the wrong key (we only have one) so on Monday he rang up asking for a new key. They told us it would be about 3 days for a new key to be sent out, and with it they'd send a prepay envelope to put the old key (with the £10 on it) and the receipt. In the meantime we had to call them each time the meter gets below 50p (it was already on emergency credit). On Thursday the key hadn't arrived, so my partner rang up again, and they told him it takes 5 days to send a key out. On Friday the key still hadn't arrived, and he had to ring up for more money to be put on the meter. They now said it takes 5 days just to order the key!

If the key doesn't arrive today we're going to make a complaint while ringing up again to ask for more money to be put on the meter (with a toddler who we're trying to toilet train we use a lot of electricity).

We're not happy.