nPower rep' please read and take action

Bomo_Seasider

In February 2006 my partner and I moved to where the previous occupier used npower and so we became npower customers by default. I rang them to provide opening meter readings. In due course gas bills started to arrive but no electric bill (npower no longer supply our gas). By April 2007 I became concerned that I had not received an electricity bill and that when I did receive one it would be very large. I wrote to npower to express my concerns and provided them with a meter reading to help them produce an accurate bill. No reply or bill was ever received. Time moved on and still no bill and so I wrote again in September 2008 requesting a bill and providing another meter reading. No response or bill was received.

This was how I left it until June 2010 when I received a letter from npower addressed to "The Occupier". I replied and yet again provided an accurate meter reading. No reply or bill was received. In October 2010 a meter reader from Lowri Beck called and left a card requesting an electric meter reading to be submitted. This I did online the following day but no bill ever arrived.

In February 2011 a hand delivered letter was left threatening disconnection but again addressed to "for the attention of The Occupier". I immediately responded expressing my concerns over receiving such a threatening letter. I did receive a reply to this letter in which they said that they were unable to locate my letter from June 2010 (a recorded delivery one that they signed for) I responded to this reply, again recorded, and provided them with yet another meter reading. Several more letters were then received from them including one welcoming me as a new customer!

On the 30th March I received a letter (not a bill) dated 28th March, which requested payment of £2795.58 due on the 29th March but this would be extended to 6th April. They did however offer payment options over 12, 18 or 24 months that include an amount for future consumption. I immediately responded by recorded delivery again protesting that surely I must see the bill first. On 1st April the bill, dated 15th March, arrived.

I paid the minimum requested by npower on the date requested but now their Collections Direct department have demanded the full balance else Debt Collectors or Legal action would immediately follow. I am at my wits end with this company; have complied with their requested monthly payments but I now have to endure sleepless nights with worry about what will happen next.

Not one person from npower has taken control of my complaint to ensure correct and efficient handling. I have been in touch with this person, that person and Old Uncle Tom Cobley and all, and pushed from pillar to post. The right hand definitely does not know what the other hand is doing.

Having taken advice (Consumer Focus), I have now submitted to npower a claim under the ERA’s 12-month back billing agreement.

nPower company representative – perhaps you should take control and at the very least get Collections Direct off my back. I have a perfect credit rating and do not wish this to be compromised by npower’s totally inept handling of my electricity bill over a five-year period through no fault of my own.

nPower

Hi Bomo_Seasider

I'm really concerned to hear about the problems you have had and would really like to look into this straight away for you.

If we haven't sent you a bill since you have moved in to the property, then yes, the back billing policy may apply to your account. This means that we would not be able to charge you for any energy you have used beyond 12 months.

Please can you send your details to forumresponse@npower.com and I can look into this for you asap?

Thanks
Sally

mattcanary

I would suggest that some of this arrears accrued before you moved in to the property anyway, Bomo Seasider. Quite possibly NPower did not bill the previous occupier of your address for any electric either....

chanz4

Something sounds a miss with this claim, era 12 month back bill only applys if not billed. I recon the op never told them he moved in!

mattcanary

Chanz- OP has said he has received a bill for his gas usage, just not for his electric. Read his post correctly before making assumptions!

nPower

Hi Bomo_Seasider

Just to let you know I have received your emails and will look into your account today for you.

Best
Sally

undaunted

So, despite acknowledging here above knowing all about the back billing rules, that they may apply, having apparently signed for recorded delivery letters then failed to act upon them etc Npower thought it was acceptable to just try the heavy handed approach then?

Is there any wonder Ofgem have previously stated they had more to do than any other energy provider in terms of achieving best practice in terms of resolving these kinds of problem? They claimed to have improved systems since then & still they can't get it right

chanz4

whos to say the op has? always two sides to every story

mattcanary

So what was the point in your post when you are assuming the worst - on a board that is supposed to help people??!!

buzzyy

i have just received a bill for my elevtric today,,i have been with them since 08,got electric + gas and i got it capped at the time and now i have this bill for £2343.10p that surly cannot be right,need some advice on what to do before i end up in a nut home thankyou

undaunted

chanz4 wrote: »

whos to say the op has? always two sides to every story

The poster states themselves to have sent recorded delivery letters & that they have been signed for. Is there any reason for you to believe this isn't true & what do you think they would gain by posting if it wasn't?

Have you ever dealt with Npower / familiarised yourself with their customer service? (they usually don't seem to believe there are two sides to anything merely that they are right & everyone else wrong)

You may like to read this & related links from Ofgem, when as I said above Npower were stated by the regulator to have most to do in terms of achieving best practice when compared to their peers! :rotfl:

http://www.energyhelpline.com/thisistotalessex/fri/domesticenergy/news/article/18442409