Have switched from npower to BGas now nPower invented a Final Bill

silv.surfer

I have been helping a Vunerable Adult with several things including Reclaim PPI and after the Council fitting a new Gas Boiler in March this year (he hasn't used Gas for years, on JSA since 2007 and Condemed PPM ) he could only cope with Elec PPM which was with B.Gas.

There has been nothing from nPower since they asked for return of Card for Condemed PPM until the New Boiler was fitted but not Finalised/Tested because no gas - Condemed PPM - then he a got letter April saying you havent topped up PPM - I got his Authority and phoned them pointing out that No Gas in use and hadn't been for years and had heard nothing until New Boiler - Got transfered to XXXX in Back Office and explained as per above and was told there was £17.95 debt of Standing Charge but this Would be Wiped Out and I told them that He was going to switch Gas to B.Gas as already had Elec so Dual Fuel - XXXXX said no problem but must tell BGas that PPM Condemed and must change immediately switched - which it was 2? June about 6 weeks.

He got usual You havent topped up Letter dated 21st June - I phoned again - by now my Name was on his Account as Auth. and was assured that Account was 0 and to Ignore - Computer sent.

Had to give Condemed Meter Reading info to BGas for them to send to n Power heard nothing until Final Closing Bill dated 18 July that Arrived Fri.for £82.58 for Standing Charges from 16/12/11 to 31/1/12 Estimated Dates, 0 Gas = £15.73 + VAT ( I thought This must be the £17.?? that was Wiped - but was not) Plus 31/1/12 to 20/6/12 Estimated Dates, 0 Gas £45.83 + VAT = £61.56 + VAT = £64.63 Standing Charges and they have Resurected the £17.58 Bill that was Wiped = Total £82.58

He is using New B.Gas PPM - Boiler Tested and Finalised - No Standing Charges on BGas PPM and well in Credit anyway.

I am phoning nPower Monday and will go straight to XXXXX in Back Office to find out what they are playing At.

Any advice on his problem - I think it is a Jobs Worth throwing weight about for a Bonus.- Condemed Meter - nPower requested He Returned Card years ago and Did. :mad:

I will update after phoning - Sorry it was a bit long but was complicated

spiro

When he asked BG to take on his supp,ly the npower final bill will have been created automatically with no intervention so probably reflects what is actually owed. You need to phone them back and explain what was agreed and hopefully XXXXX will have put a note on the account otherwise it will be difficult to prove.

nPower

Hi silv.surfer,

It sounds like you could do with some clarity here.

If there is anything I can help with, please email me at [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I can get this looked into for you.

Best wishes,

Adam

silv.surfer

Thank you Adam for responding

I phoned His Tax Office first to find out why his Tax Refund was now 8 weeks overdue - thought this was the easiest and fastest on Monday. Sun and Mon are his only day off. That took 45 mins. so decided to phone nPower on their quieter day advised on back of Bill. Also I need to point out to them that he is a Vulnerable Adult but dont like to mention it while he is there because he is sensative about it and embarrassed even with me.

Something I forgot to put on my first Post about this Bill is that it is addressed to The Occupier and the Road Name is spelt wrong as are also the April and June Top-up letters. :mad:

I have to find out if they still have my Authority on the Account Number for me to deal. Last time I got him to give Authority and then he went to get his bus so I was able to tell them about being Vulnerable. I also enclosed a letter explaining this for his PPI which I was advised on here and asked the Bank NOT to refer to the letter which they didnt.

What details would you need to look into this - I could also give you the name of the Lady in the Back Office in my email. My Authority should be on the Account - I can give you my Name in email.

Thanks again for your prompt response.

Terrylw1

If they wiped out that standing charge the bill date would have advanced so the final, possibly automated, bill would not contain it.

Its far more likely that that person never wiped it. That means they may not have made a record of your call.

If you don't get the resolution you require, raise a complaint and after 8 weeks you can escalate it to the ombudsman.

Question for you though, why did they leave the meter in and what do you mean by condemned? If a meter is in any way faulty or dangerous, it must be replaced and its not your property so the suppliers Meter Operator would want to resolve it or they & your supplier would be liable for anything that occurs later. Its important to understand this point because its likely this needs raising in a complaint.

nPower

silv.surfer wrote: »

Thank you Adam for responding

I phoned His Tax Office first to find out why his Tax Refund was now 8 weeks overdue - thought this was the easiest and fastest on Monday. Sun and Mon are his only day off. That took 45 mins. so decided to phone nPower on their quieter day advised on back of Bill. Also I need to point out to them that he is a Vulnerable Adult but dont like to mention it while he is there because he is sensative about it and embarrassed even with me.

Something I forgot to put on my first Post about this Bill is that it is addressed to The Occupier and the Road Name is spelt wrong as are also the April and June Top-up letters. :mad:

I have to find out if they still have my Authority on the Account Number for me to deal. Last time I got him to give Authority and then he went to get his bus so I was able to tell them about being Vulnerable. I also enclosed a letter explaining this for his PPI which I was advised on here and asked the Bank NOT to refer to the letter which they didnt.

What details would you need to look into this - I could also give you the name of the Lady in the Back Office in my email. My Authority should be on the Account - I can give you my Name in email.

Thanks again for your prompt response.

Hi silv.surfer,

If you can send me the correct address details and name on the account to forumresponse@npower.com that'd be great.

I can check to see if the permission is still on the account for you, as well as making sure that all the details are updated correctly.

Many thanks,

Adam

silv.surfer

terrylw1

When I spoke to XXXXX in the Back Office she said that the meter was 'End of life' (listed 1998 Model )= Condemned - not usable - and that I must make that very clear to B.Gas from the start - after they officially received the Account 6 weeks later the meter was changed within few days on Emergency Appt. Boiler tested and finalised.

All had been quiet since 2007 for years at nPower - no letters nothing - it all only woke up when Council Programe of New Boilers and not able to Test to finalise Fitting.

nPower requested he send the Card back in 2007 and nothing since until the new boiler.

Adam - I will get out the Details Accnt No. which has Occupier etc and XXXX Back Office name etc. on Wed. thanks for your help.

Terrylw1

silv.surfer wrote: »

terrylw1

When I spoke to XXXXX in the Back Office she said that the meter was 'End of life' (listed 1998 Model )= Condemned - not usable - and that I must make that very clear to B.Gas from the start - after they officially received the Account 6 weeks later the meter was changed within few days on Emergency Appt. Boiler tested and finalised.

All had been quiet since 2007 for years at nPower - no letters nothing - it all only woke up when Council Programe of New Boilers and not able to Test to finalise Fitting.

nPower requested he send the Card back in 2007 and nothing since until the new boiler.

Adam - I will get out the Details Accnt No. which has Occupier etc and XXXX Back Office name etc. on Wed. thanks for your help.

If Npower knew the meter was past its life, they should have changed it via their agent, the process being recertification.

Its not acceptable for them to say this at all. When you switch, the new supplier gets this information anyway but recertification is done by the agent with the supplier overseeing it.

Given you were misadvised on this, perhaps they didn't do the rest either?

Suppliers are held accountable for their recertification by Ofgem.

silv.surfer

Update for Adam nPower Rep

I have this morning spoken to my Lady in the Back Office - she was on Hols previously.

She apologized for the £82.58p Bill and confirmed her notes regarding wiping the previous £17.95 bill which was also included in this £82.58 Bill - also that my name was Authority on the Account.

She took note of the Charge Dates on this latest Bill and is advancing it to her Senior. She confirmed this Latest Bill should not have happened it Other Depts. had bothered to read her notes on this Account.

I have asked for a letter from Management to confirm this Account is No Charge - I have said that if No Letter I will phone her back in a Month to get Confirmation that this Account is Nil.

I am happy with this present state of affairs and will carry it out.

Thanks Adam for your offer of help - I realised it was a case of Big Company Syndrome - Cant be bothered to read Account Notes or Jobsworth People.

My Lady in the Back Office is worth her weight in Gold - pity there are not many more like her then nPower Customer Service wouldn't have such a bad reputation.