Npower billing?

Gavin78

I have online billing with Npower and both gas and electric are joint.

Both were due to be billed on December the 14th however 4 weeks later I never got a bill so I emailed them and they told me they were still calculating the bill. for some reason I always paid 3 monthly.

But in June 2010 they changed so that the next bill was 6 months taking it to december 14th. come 25th January they sent me my new bill I dont know why it took this long.

However the bill is still saying Junes price but the dates have changed next billing date for electric is 6 months time "june 29th" and the billing date for gas is the 14th december 2011 12 months later.

I've emailed them 3 times now and the last one to the complaints department who said they had contacted somone in Npower to look at the account.

That was 2 weeks ago and still nothing is this normal?

Premier_2

Normal? Well probably not unusual for nPower based on many people's experience.

Don't waste time emailing (Edit: or phoning) Write to them recorded delivery and head your letter COMPLAINT

HappyMJ

Same here in 1 year with them since Mar 2010 with online billing I've only ever paid 1 bill and I've provided quarterly meter readings. The bills never get generated then the date in the online account changes. Computer now says I'm due 1 in May 2011 which for me is 10 months after the last one. I'm just hoping I get the £100 bill credit for paying quarterly direct debit even though I've only ever paid once and that was only for £12.18

Gavin78

The problem is a few years ago my partner who I wasn't with at the time got in debt with them or so I thought when I saw the £850 on the prepayment meter after I had been seeing her for about 5 months. After looking into it as she couldn't remember how the debt came about and had just assumed she owed it.

I only looked because I found an old statement dating back to 2005 to say she was £64 in credit then ended up in debt after that. Well from 2007 to 2010 I argued with Npower from letters to phone calls to emails to managers on the phone and in writing. eventually taking out the token meter to look at.

In the end they said the meter was fine and the debt was actually £1680 over 2 years of not paying them on a credit meter. the meter could only hold £999 so there was still outstanding. I asked for copies of back dated statements and was told £35 each so it would have cost me just over £400 to get them so I argued over that.

Eventually they said they werent going to deal with it anymore and said they had looked at everything and could see nothing wrong other than we need to pay out bills. I took it to obundsman who sorted out for a £10 fee to get copies of all back dated statements.

I found out that she was £64 in credit in 2004 then from mid 2004 to late 2005 they had been putting wrong meter readings down e.g when it was £64 it went something from 4500 units to 999999 units and the bill was something like £350 instead of the usual £120 etc.

It went on like this for over a year with units used something like 3k-6k in a 3 month period infact at one point they tried to say she used 1.5k in 4 weeks. there was only one accurate reading mid way through that said 1680 units in 3 months which seemed about right.

After pointing this out to them they looked again and admitted it was there fault and bent over backwords then even taking the meter out and putting a credit meter back in. now I watch the meter like a hawk and give regular readings. we ended up being about £700 in credit with them in the end.

Which is why I am miffed now because I dont want them doing this same again this time by not keeping things upto date and finding out that I owe them thousands because I have left it.

I hate calling the customer service people with the amount of names I have written down and all the bull they give down the phone because what they say and what they do are 2 totally different things. 99% of the time they dont log things

nPower

Hi Gavin78

We normally log all calls from our customers so I'm baffled as to why we're not keeping records about your problem? We take note of any new updates, information etc so customers do not need to talk to any one particular advisor all the time.

I can see your frustration and you shouldn't be put off talking to us. If you like, you can email your details into forumresponse@npower.com and I can make sure you have one advisor assigned to your complaint?

Best Wishes
Sally