Are npower delaying FiT payments deliberately?

Allaroundmyhat

Allaroundmyhat wrote: »

I am still waiting for my December Fit payment from npower £297.66 .They have promised to pay it to my bank account on several occasions when I have called them..Bob

14th April Nothing has changed since my last posting.nPower have once again sent me an E Mail saying the December Fit Payment is in my bank account.I replied once again that it is not in my bank I have once again sent them my bank details.nPower have been taking direct debit payments from me for the last 10 years,they should know my bank details .When you ring npower they will not allow you to speak to their accounts department but say they will pass on any query.

22/3 E mailed to say after 3 phone calls no Fit payment
29/3 npower said money paid in my bank on 14/3
30/3 E Mailed reply payment not received
3/4 E Mailed payment still outstanding
5/4 E Mailed payment oustanding
6/4 Posted here on M Lewis Site
11/4 Reply from Adam npower asking for details
12/4 npower saying money paid in my bank 14/3
12/4 Replied sayind no Fit payment to my bank account once again sent bank details.
I have also through their complaints proceedure registered a complaint .But as you can guess no replies.RG

Terrylw1

Allaroundmyhat wrote: »

14th April Nothing has changed since my last posting.nPower have once again sent me an E Mail saying the December Fit Payment is in my bank account.I replied once again that it is not in my bank I have once again sent them my bank details.nPower have been taking direct debit payments from me for the last 10 years,they should know my bank details .When you ring npower they will not allow you to speak to their accounts department but say they will pass on any query.

22/3 E mailed to say after 3 phone calls no Fit payment
29/3 npower said money paid in my bank on 14/3
30/3 E Mailed reply payment not received
3/4 E Mailed payment still outstanding
5/4 E Mailed payment oustanding
6/4 Posted here on M Lewis Site
11/4 Reply from Adam npower asking for details
12/4 npower saying money paid in my bank 14/3
12/4 Replied sayind no Fit payment to my bank account once again sent bank details.
I have also through their complaints proceedure registered a complaint .But as you can guess no replies.RG

How long since contacting their complaints dept has it been? You should at least get something to say they are investigating it and will contact you back within X days.

The npower rep has posted a mail address for the back office microgeneration people. You could try them since that's who the complaints team would speak to. They would be billing experts but a complaint means you I'll be dealt with far quicker since there was some excuses over backlogs.

In terms of talking to back office people, you won't get that in large companies with call centres but they will contact you for issues.

Allaroundmyhat

Still Waiting on Npower
16/4 Received phone call Money is in the my Bank.NO ITS NOT.I asked what Account No they were using it was wrong had a 6 in the wrong place.
17/4 Yet another EMail saying Money in my Bank -Replied NO IT IS NOT and sent copy o0f my Bank Statement and Last Npowe Bill.I have been with Npower about 10 years they have been takeing direct debit payment from me monthly.They should know my bank details.
19/4 Decided to try the phone once again.Cant speak to accounts had to speak to someone who would pass on information.After checking they told me money was in my bank account.After "almost exploding",I told her it was not.Then told they would ring when their accounts department deposit the money. Still Waiting!
19/4 E mail from compaints department .Money now in my Bank.Replied Not to date it is'nt.
What more can I do this company is next to useless.I might put this in writting to my MP. Bob

Terrylw1

Well, the call centre won't call you when the accounts dept has paid it...that's just someone trying to get you off the phone.

So they have given you the figure so its only about transferring the cash...a straightforward operation but if its a certain value I'll bet it passes through some levels of sign off. Now, I would question a call centre advisors ability to even see that.

Escalate your complaint back again. At 8 weeks you can go to the ombudsman which will cause the supplier to be charged.

madmopedracer

How much in interst have N-Power made with all the delayed payments.
im still waiting 4 months after submitting reading by email on time

beachlife

Has anybody actually switched FIT payments from npower to another utility? Which utility companies accept transfers from npower? How easy is it to transfer, no doubt the process is suppose to be easy but anyone actually done it?
I`d be concerned if they can`t get payments to me right what chance have they got of transferring me to another FIT provider without messing it up.
I`ve also written to my MP asking them to investigate the payment system of the FIT system as because of all the problems identified on this site I don`t think its fit (pun intended) for purpose.

Allaroundmyhat

Allaroundmyhat wrote: »

Still Waiting on Npower
16/4 Received phone call Money is in the my Bank.NO ITS NOT.I asked what Account No they were using it was wrong had a 6 in the wrong place.
17/4 Yet another EMail saying Money in my Bank -Replied NO IT IS NOT and sent copy o0f my Bank Statement and Last Npowe Bill.I have been with Npower about 10 years they have been takeing direct debit payment from me monthly.They should know my bank details.
19/4 Decided to try the phone once again.Cant speak to accounts had to speak to someone who would pass on information.After checking they told me money was in my bank account.After "almost exploding",I told her it was not.Then told they would ring when their accounts department deposit the money. Still Waiting!
19/4 E mail from compaints department .Money now in my Bank.Replied Not to date it is'nt.
What more can I do this company is next to useless.I might put this in writting to my MP. Bob

N Power payed up on the 25th April by bank transfer.No Apology for all the time I spent on the phone .writting E.Mails or every day checking my bank account for payment.I am not a happy customer of N Power.Bob

Allaroundmyhat

Allaroundmyhat wrote: »

N Power payed up on the 25th April by bank transfer.No Apology for all the time I spent on the phone .writting E.Mails or every day checking my bank account for payment.I am not a happy customer of N Power.Bob

The ombudsman is a waste of time they are overloaded with complaints and will tell you to follow the power companies complants system before they will take the problem.N Power do not give you any complaint refference numbers making it difficult to follow or refer back to them .Best to write to your MP.Bob

unsure

Npower seem to have a settled policy of ignoring all communication until a complaint is received or threatened. If you remain polite and patient you will remain so for a long time without response.

I tried to submit my second Fit Meter Reading on 1st June by email which was what npower recommended. I requested an acknowledgement of receipt which did not come. I then received a letter asking for a meter reading by post or directly online:

" If you've given us your email address, we've sent you an email link to our website where you can give us your reading..." only, despite several months of email correspondence they've done no such thing.

I then tried phoning, got passed around and finally through to a recorded message at microgeneration which said they no longer accepted meter readings by phone and to email them...which I'd already done without response. The problem is that with npower you really need an acknowledgement to know that someone has actually received the reading and will action it. In IT terms it should be a very simple piece of automation...but obviously beyond the combined capacity of npower management.

Emailed again requesting acknowledegment of meter reading and link so that I can make direct meter-readings in future, threatened complaint and, wonder of wonder, acknowledgement arrived...and a link... WHICH DOESN'T WORK!!! I tried it in two separate browsers. All this stuff should be linkable from the front page of their website.

This lot are so beyond a joke it's not true. I am now fairly convinced it's complete incompetence (and possibly understaffing) causing the problems but that's frankly cold comfort and still something the company should have dealt with long before now.

I wonder why we haven't heard back from Adam, the apologetic company rep, to explain why this tragi-comic state of affairs still persists after so many months and why he and his colleagues seem incapable of bringing about the much-needed improvement which would actually lessen their workload and improve customer experience no end. Anybody there?

aspenmanner

Npower almost quadrupled my monthly direct debit earlier this year, based on an erroneous meter reading. I reported it to them in March.

I asked to have the £300 I was then owed paid back, and my monthly payment readjusted in accordance with an accurate meter reading, which I supplied. I was assured this would be done.

Nothing happened. On 25 April I rang npower again, was again promised that the direct debit would be reassessed, and my money paid back the following week.

This was untrue. I rang again in mid-May; was lied to again. On this occasion npower's representative told me that my refund was actually on its way to me as we spoke.

Meanwhile an npower meter-reader turned up at my house.

Now, in June, my direct debit has not been adjusted and the hundreds of pounds npower owes me - getting ever larger - has not been paid back. I have been lied to three times by three different npower employees, thereby allowing the company to hang on to my money, interest-free, for months on end - money that should never have been taken from my account in the first place. It has to be asked: is this is company policy?

The consequence to me of npower's strategy is that my bank account is now overdrawn. Phoning their "customer services" is clearly futile. Any suggestions?