Erroneous Transfer

Sammc

Hi guys!

In august of last year I transferred my electricity to Npower from Scottish Power. I paid the monthly direct debit on time every month with no problem. In May of this year I moved home, and contacted Npower with my final meter reading. They cancelled the supply and sent my final bill.

In the mean time, I got a bill for £800 from Scottish Power saying that I owed them for energy supplied to the property for the time I had been paying Npower. I phoned Npower and asked them what was happening (in June this year). They said I only owed them money and to pay them. After contacting both companies repeatedly, in august this year I was contacted by a debt collection agency for Npower for the final bill.

It took Npower until October this year to accept that the account had been retrospectively, erroneously transfered back to Scottish Power. During the period between may and october, Npower made no effort to contact me to let me know that the account had been transfered back to Scottish Power, and that I was entitled to a refund. I have lodged a formal complaint with Npower (2 weeks ago today) and I am still waiting for a refund.

I have 2 questions really. How long should it have taken for this all to be resolved? and am I able to claim compensation for the time spent dealing with this whole mess and the severe distress I have suffered, what with 2 debt collectors and constant worry about money.

I look forward to your feedback!

dogshome

,,, been retrospectively , erroneously transferred back to Scot Power ?
Exactly what has gone on here is difficult to define, but if n'power are returning all the monies you paid to them it's a fair bet that they never did take over your your Elec supply from Scot Power.

So far as recompense is concerned your time and worry is one thing, but of more concern is that the bill from Scot Power is likely be for more money than the sum returned by n'power - It's a fair assumption that you Switched because n'power had a cheaper tariff than the one you were on Scot. Power
However Scot Powers bill will be based on the tariff you had with them, or even worse, they may base their bill on their expensive 'Standard' tariff

Work out as best you can this extra cost and write to n'power asking that they pay you this, plus £50 for your time and stress
As you have found, n'powers customer care policy amount to little more than "Give us the money", so don't expect a quick cheque, but do expect to make a Complaint to the Ombudsman when n'power have failed to pay, or even respond after 8 weeks.

Scottish_Power

Sammc Sorry about the problems you've had. Unfortunately if Npower have not updated that the supply was returned to ScottishPower, there isn't much we can do about that delay. However what I can do is check what tariff we put you on. Please e-mail details to [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] and I will take a look for you. Thanks David

Sammc

David, thanks for the offer. I'm in contact with someone from Scottish Power who is great. She totally understands what has happened, and is waiting (very patiently) for Npower to pull their finger out. I have no issues with Scottish Power as everyone I have spoken to has been as helpful and understanding as possible.