NPower abusing OAP's in the middle of winter!

Monsieur_Bob

Npower are the vilest, most disgusting company I've ever had the displeasure of dealing with!

They are refusing to pay the almost £200 my 73 year old mum was in credit by on her gas account when she switched suppliers in September.

The meter readings were correct [meaning it's not due to estimation] and are consistent with her past bills and the amount she's paid them in direct debit. I've tried and tried to get his money repaid, they have consistently told her conflicting stories why she isn't owed it, won't reply to online complaints, they refuse to let me deal with it on her behalf etc, etc. So I've contacted Consumer Direct and hopefully they'll be able to get her the money back, if this fails then I'll take it to the ombudsman. It seems like she's not the only pensioner having this problem either, farnth1 on the which.co.uk site [bottom of page 15th November] is having exactly the same problem my mum is: can't post a link, but if you type: 'why does my energy company hold onto my money' into google, it's the first result returned.

Does anyone think they are targeting OAP's because they think they'll be less able to deal with it, or won't complain?

It would be disgusting at any time, but to do this to pensioners in the middle of winter is beyond a joke. I can't fully express just how angry this has made me. I'm considering contacting my MP, the press and anyone else who'll listen, they should be made to pay for treating anyone in this way, but pensioners? It's beyond disgusting! :mad:

Andy_WSM

Monsieur_Bob wrote: »

It would be disgusting at any time, but to do this to pensioners in the middle of winter is beyond a joke.

If you're angry, you probably wouldn't like me to point out that it's not even the end of meteorological Autumn yet, let alone "the middle of Winter". Winter starts on the 21st December.

dogshome

So that n'power will talk to you, your Mum must WRITE them a letter appointing you to act on her behalf.- Without that n'power can't legally discuss the account with you

From your post your Mum left n'power in September - Have n'power issued a FINAL BILL, and if so does it show a Credit balance of near £200 ?
If they have not, once your Mum has put in the letter of authority, WRITE a letter headed Complaint about the wait for the Final Bill

If you have had the Final Bill showing the credit, WRITE a letter headed Complaint about non-payment of the credit

undaunted

Dreadful company, but whether they like it or not if you have a credit balance you are entitled to it back.

Follow the above advice in terms of you being authorised to deal, final bill etc but if it's been going on over 8 weeks I'd also go to the Ombudsman now (as it will cost them another £350 in their fees)

sheffield_lad

This is not rocket science no energy firm will not pay back money and no I really don't think they are targeting pensioners lol. 'If' on the final statment your mum is in credit the money will go back to her.

As dogshome pointed out its fairly easy to get this sorted. You have not really told us what NP have said re refunding the money and their reasons for not doing so? Maybe you need the money a bit quicker than NP told you?

rogerblack

Npower also diddn't pay me, despite an email, until I actually phoned them up and complained.
3 months after closing the account.

Monsieur_Bob

The final bill was received on the 22nd October.This shows a credit of £197.69. Thanks for the advice regarding writing them a letter, but it really shouldn't be needed in my opinion, if they owe the money then why all the prevaricating? My mum accuses them of attempting to 'give her the run around' when she attempts to get this sorted over the phone. I've dealt with other companies and they don't request that a letter is needed to allow me to act on her behalf. Some of these replies are reacting like this is 'par for the course', well I'm sorry but treating a pensioner in this way in December disgusts me, they may not be 'targeting' pensioners, but they should be cognisant of the fact that she is one. We are advised to switch supplier and find the best deal possible and then treated like dirt when we do!

Oh and FYI Andy_WSM, if we're are getting pedantic, whilst 'Astronomical Winter' doesn't officially begin until the solstice, 'Meteorological Winter' starts in December.

chris1973

Npower don't discriminate. They are abusive to all ages.

If you want to get them back then change to a pay quarterly tariff where you won't build up any credit. Yes, you will lose a small Direct Debit discount but it won't amount to £200 so you'd have been quids in and not had the hassle.

Monsieur_Bob

chris1973 wrote: »

Npower don't discriminate. They are abusive to all ages.

If you want to get them back then change to a pay quarterly tariff where you won't build up any credit. Yes, you will lose a small Direct Debit discount but it won't amount to £200 so you'd have been quids in and not had the hassle.

There's absolutely no way that I can get any kind of revenge, apart from calling them &^$"£$ every opportunity I get. I switched my mum's account to a different supplier who bill monthly for actual usage. She built up credit over the summer to cover the winter months when her gas usage will increase, that's why she was in credit be nearly £200.

pooch

Sounds like a case for operation yewtree.

They have a habit of pulling OAPs out of bed in the wee hours of the morning, this time of year too :cool:

macman

4-6 week is not unknown in order to issue a credit when the account is closed.
NPower are acting perfectly correctly in refusing to discuss your mother's account with you in the absence of instructions from her-have you not heard of the Data Protection Act?