NPower account credit refund headache!

dartilov

Hi All

Having frequented the forums for some time and been well impressed with the knowledge out there I am looking for some help. I know that there is a NPower rep patrolling but not sure how often they drop in?

Have amassed a largeish credit on my dual fuel bill and rather than leave it, requested a credit to my account. This was over 4 weeks ago now.

Had the misfortune to speak to customer services today who were both rude, abrupt and very nonchalant about the whole thing saying it was "getting close to the top" and "would probably be done in the next few days".

In order to try and escalate things, does anyone have the contact details of where I can take this to, rather than be at the mercy of the next advisor on the call centre floor instead of someone who actually can get something done about it?

As ever, thanks in advance.

MickyJ

Hi there, dartilov

Have NPower provided an explanation as to why the credit balance on your account can't be refunded straight away?

There are a few circumstances where a refund may not be possible, or may be delayed:

If you have a payment plan in place, and you've requested a refund shortly before a payment is due, they may need to wait until the payment has been received before the refund can be issued.; however, this normally delays things by up to five working days at the very most.

If your account hasn't been billed up-to-date, this will need to be done first -- did they ask you to provide a meter reading prior to promising the refund?

It sounds as though there's something that's holding things up -- it may be the case that refunds need to be 'signed-off' first, or that a different department, such as an administration team, need to perform the task. If either is the case, your request may be waiting in a queue.

I would certainly ask them what their procedures are and why it's taking so long.


As a side note, they may advise against requesting a refund at this time of year -- the credit balance that you've accrued will help off-set your higher winter fuel usage, thus negating the need to increase your payments during the colder months.

liamdaley

I am still waiting for a refund too, cheque went in the post on Friday after 6 weeks of waiting with the high value refunds team.

curlygirl1971

I have recently moved away from NPower - purely due to price - and I received my final bill about 10 days ago and received a cheque last Friday. The refund was for £170.....so quite considerable! I know this doesn't help you, but it does go to show they are capable of making quick refunds. I didn't have to ask or mither so it doesn't seem as if they are delaying or stopping them either. It may well be volume of workload.

The_Green_Hornet

From the npower website.

Credit Balance Refund Policy

Complaints Procedure