Warning about N-powers dodgy final billing

nednoodle

I wanted to warn people about a potentially fraudulent billing practice by N-power. I requested to switch from Npower when they put their prices up in September. I have dual fuel with them and manage my account online. When I received a "final energy" bill online, I was confused to see that it said I had £0.00 as I knew I should be in credit. When I examined the bill further, I saw that it only covered gas (the bill was titled final "energy" bill). I did some calculations based on my readings (which took me HOURS! especially as I had gone on to their standard tariff in August when my fixed deal ended so there were two different price tariffs). This confirmed that I was in credit by over £80 so I emailed them, received no response within their 5 day turnaround. I phoned and was told that the credit had been transferred to my electricity account (previous bills had presented both accounts on one bill). I asked what had happened to my credit and my final electricity bill in that case and was told that they weren't sure why I couldn't see it on-line but that I would be sent a cheque. This was nearly 3 weeks after my final gas bill appeared online. After another stroppy email, a cheque was sent to me for £90, along with a final paper electricity bill and at last my final electricity account has appeared on line.

The reason I am posting this (and my rather long story) is to warn people to check their final accounts. Had I not known that I was definitely due a refund, I wonder if Npower would actually have sent me the credit on my account? The strange way in which my final "energy" bill was presented (which was completely different to previous bills) makes me suspect that they only refund you credit on your account if you notice and request it. Or am I being very unfair to Npower, who I am sure have very high morals? :rotfl: I wonder if anyone else has had a similar problem with them?

undaunted

I wouldn't necessarily think it unreasonable to transfer from one bill to another if there was money outstanding overall. I think their service is just generally shoddy rather than that there was necessarily anything fraudulent going on

karenlisam

Snap
I had this last year when I switched
They transferred £100 gas in credit to my electricty account - my accounts switched to new supplier on different dates ( which was in credit ) but it took three phone call from me for it to actually show up

nednoodle

undaunted wrote: »

I wouldn't necessarily think it unreasonable to transfer from one bill to another if there was money outstanding overall. I think their service is just generally shoddy rather than that there was necessarily anything fraudulent going on

Undaunted, I wouldn't have thought it fraudulent except there was no indication on my on-line account that I was in credit and they only produced the electricity bill (and finally the cheque) after I had queried it several times (3 weeks later). As my gas and electricity supplies switched at the same time, this seemed to be a dubious omission. Also the final bill they produced bore no resemblance to previous bills. To call it an "energy" bill when it was only a gas bill (and I was on dual fuel). I dunno, I smell a rat! Interesting that Karenislam had the same experience. I wonder if they would have hung on to my money had I not queried it?