My Invisible NPower bill....

Smithills

Hello All
I am interested to see if anyone else has had this problem....I am on an on-line paper-free tariff with NPower. I am supposed to be e-mailed every 6 months with a link to my bill.

My last bill was May 2011, and according to my account details on the website, I should have had a bill on 21.10.11. It hasn't appeared at my end, though I have had several conversations with NPower on-line support who tell me that they can see the December (?) bill.

I've downloaded Adobe again. And I can see the May 2011 bill, front and back- so what now? I've tonight sent them current meter readings- just to see if that stimulates an update, but think that if I can't see anything by next week, then it will be the start of a formal complaint. Has anyone else had a similar problem, and how was it resolved?

Many thanks in anticipation

chanz4

Are you on their new system? It may be been checked

nPower

Hi Smithills,

I'm sorry to hear that you're having trouble viewing your bill online.

Do you want to send me your account details to forumresponse@npower.com and I can find out what's happening for you?

Best wishes,

Adam

twokcc

Do you think you are in credit?
I'm having the same problem but with paper bills-brief history

1)Dec 2010 bill due receive letter saving reviewed account and its ok -no bill
Wrote letter of complaint receive a 'copy' bill showing £100+ in credit, get refund

2) Jan 2011 electricity bill just over £100 in credit reduce direct debit to £26 month(so already paid 4 months in advance)

3)Sept 2011 leave meter readings for updated bill - due to own personnel circumstances dont follow anything up but thought that I hadn't received a bill(will come back to this later)

4)Dec 2011 meter card thro door so do auto meter reading on phone but next day decide to ring and speak to someone as believed that I had not been issued with a bill from Sept. Speak to lady 21st dec and explain reason for giving readings again to someone in person. She advises will receive a bill in 7-10 days but will then have to ring back to get a refund.

5)Jan 2012- still no bill but have found bill from Sept 2011 which shows I'm £400!!! in credit but only details electric information although I'm on direct debit dual fuel. Ring again and ask why no bill for Dec 2011 after several minutes whilst person puts me on hold to speak to someone else the reason given is- because I'd given readings twice!!!! but would now issue a bill in next 7-10days. Advised I was nearly £400 in credit in Sept and could they issue an immediate refund for this- said I would have to wait for new bill.
Asked to speak to a supervisor- all in meeting, left home and mobile phone no for a call back - never got one.

Believe I may now be more than £500 in credit- I'll let people draw their own conclusions as to what I think of Npower

nPower

Hi twokcc,

Do you want to find out what's happening with your account and see if there is any money owed to you? You can send me your details to forumresponse@npower.com

Best wishes,

Adam

twokcc

Hi Adam

Have today e-mailed you with account number

Thanks

Smithills

Hi Adam
Thanks for your contact, I was hoping that you might see my post. I will send you my details tomorrow and would appreciate any assistance you can offer.

Regards
Smithills

Smithills

Dear Twokcc
Hmm, I think I am about right on my payments- I'm on dual fuel, and have received a letter at the start of January to increase my DD by ......£2 a month!!:rotfl:So I think I might be OK for now.

All joking aside though, I do want to keep an eye on my bill- and can't at the moment. How many times on the forums have we all seen people who take an ostrich approach to bills then are flabbergasted when after 4 years of no bills thay get one for £4000?!

Good luck with resolving your problem

Smithills

Smithills

So, I decided to update my meter readings to see if that would prompt a bill- and when I pick up my emails tonight, there's an nPower email saying a bill is ready for me. Great, thinks I!!

I am £245 in credit, but the bill only appears to cover up to October. And it doesn't appear to have electricity on it (it's a dual fual tariff with a single bill).
Adam (nPower rep)- I have e-mailed the forumsresponse mailbox. I'm baffled!!

My job for tomorrow night is to sit down with a big piece of paper, a cup of tea, and my meter readings. Wish me luck on my voyage into the unknown :rotfl:

Swipe

I hate npower's 6 monthly billing periods almost as much as Scottish power's site that generates a new bill each time you submit a meter reading. Quarterly billing periods are much more preferable IMO.

twokcc

Swipe wrote: »

I hate npower's 6 monthly billing periods almost as much as Scottish power's site that generates a new bill each time you submit a meter reading. Quarterly billing periods are much more preferable IMO.

Well I was nearly £700 in credit but with Adams help (and others) this will be refunded in full next week.

Agree with above I've now changed to a quarterly direct for actual account amount. Unit charges etc are identical so no financial penalty.

Still got to sort out if charges on bill are correct and will then decide if to register a complaint to Npower