How come nPower could happily take money from my bank account by DD but ...

easy

When I switch to another provider, and we finally work out that they owe me £450 :eek: they have to send me a cheque to pay it me back ??

It's just annoying, as I have to make a special trip to my bank to pay it in (so it'll be about a week before I can get there).

BTW I switched mainly because they put my monthly DD up to an unreasonable amount, and wouldn't drop it, which is how come I ended up £450 in credit...

a&akay

easy wrote: »

When I switch to another provider, and we finally work out that they owe me £450 :eek: they have to send me a cheque to pay it me back ??

It's just annoying, as I have to make a special trip to my bank to pay it in (so it'll be about a week before I can get there).

BTW I switched mainly because they put my monthly DD up to an unreasonable amount, and wouldn't drop it, which is how come I ended up £450 in credit...

It's easy for me to say now but you should have complained by their formal route via email at the time of increase. My DD was put up to £185 based on the last 6 months usage, when of course we had the coldest Dec in 100 years. I formally complained and pointed out that their DD Pamplet, available online, clearly says that DD should be assessed over a full 12 months, plus any outstanding Debit on the last bill. They replied within 24 hours reducing it to £165 which is what it should have been.

Also they used an estimated consumption on 3 Jan 11, the date of the latest increase, with a figure well under what it was on that date for the same reason, which I had specifically taken expecting this. I gave them the true 3 Jan 11 reading and again formally complained. They have today produced a new bill with the correct reading. It will be a lot of money for them if they've done the same over many accounts.

meggsy

a&akay wrote: »

It's easy for me to say now but you should have complained by their formal route via email at the time of increase. My DD was put up to £185 based on the last 6 months usage, when of course we had the coldest Dec in 100 years. I formally complained and pointed out that their DD Pamplet, available online, clearly says that DD should be assessed over a full 12 months, plus any outstanding Debit on the last bill. They replied within 24 hours reducing it to £165 which is what it should have been.

Also they used an estimated consumption on 3 Jan 11, the date of the latest increase, with a figure well under what it was on that date for the same reason, which I had specifically taken expecting this. I gave them the true 3 Jan 11 reading and again formally complained. They have today produced a new bill with the correct reading. It will be a lot of money for them if they've done the same over many accounts.

I think it worth highlighting the paragraph above so others will check their bills.
I had exactly the same problem with DD's, it was increased from £120 to £165 based on 6 months, I emailed (never phone) DD went down to £128 spread over 12 months ! I gave a meter reading on 3rd Jan as well

easy

but that doesn't answer my question. Why can't they refund me the overpayment by the same route they take the payment i.e. directly to my account.

They have m,y account details, they could do a BACS payment.

a&akay

easy wrote: »

but that doesn't answer my question. Why can't they refund me the overpayment by the same route they take the payment i.e. directly to my account.

They have m,y account details, they could do a BACS payment.

I totally agree with you but I don't work for Npower so can't answer your complaint. This is a money saving site so the reply was a warning to others who may investigate what to do about their DDs, especially 6 monthy assessed ones rather than 12, and their recent tarrif increase. It wasn't aimed at you. If you feel agrieved, as I would, complain to Npower. If their reply is a fudge then let us know so others can take a view on their service. I always cancel my DDs before the end of any contract so I owe them via than vice versa. I pay any outstanding amount immediately through establishing a £1 payment via my bank to my utility account well beforehand, and I've changed providers many times over the past few years. This should ensure you're not held up by accusations of non payment in the handover process.