npower fight, they wont create final bill and refund my credit

janeybabs

Hi all,
i recently switched from npower to scottish power. Everything seemed to go smoothly until the date it transferred over. Npower then took another direct debit despite the transfer.
I phoned and got told they had my final metre readings and were just waiting on the system to generate the final bill.
A month later they sent me an email after i cancelled my direct debit as they had tried to take the money again.
I phoned and got told that they normally allow 40 days to close the accound but that as this was day 41 there was obviously a problem...after going round and round in circles they confirmed they had final readings but said they couldnt generate the final bill.
I might add on the previous call the advisor had calculated i was owed money back and the letter i recieved stated i was over £200 in credit.
i said i was not happy with this. They said they would escalate the complaint. that this could take up to the 30th Jan to resolve....mean while i pay my other direct debit.
I got a letter a week later saying they still couldnt resolve it and it was escalated.
I have just phoned and told them i intend to charge £10 per day for every day since day 41 until i recieve my overpayment back. Does anyone know where i stand on that.
I think i am within my rights as they are getting interest on my money and if i was overdrawn as a consequence the bank would charge me.
HELP!!!!
thanks all!

chanz4

you cant add fees of £10 a day, your contract has not got this stated and both sides have to agree

chanz4

by the way the reads have to be sent from spower if they are the gaining supplier

25.6_Pre-contract_oblig

janeybabs wrote:

... they confirmed they had final readings but said they couldnt generate the final bill. ...

Hi janeybabs,

npower are introducing a 'new computer system' and they, and their Customers, are experiencing major delays because of the defects.
I am wondering if the delay that you have had is a 'knock on effect' of all the other issues at npower.

In my case, npower can't generate a Contract.

I offer this as possible explanation but not an excuse.

See
Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611

npower have ignored all the more difficult questions asked in the thread.
npower have tried to 'play down the whole issue' be a 'bland as possible'.
See Post #110 above and their FAQ (next).

I joined npower but I still haven't received my welcome pack?
https://customerservices.npower.com/app/answers/detail/a_id/654/~/i-joined-npower-but-i-still-haven%27t-received-my-welcome-pack%3F

"There have been slight delays ..."
It is tempting to laugh but they are breaching Consumer's legal rights.

This issue is now affecting lots of people.

The Energy Shop see their blog
http://blog.theenergyshop.com/?p=492
have at least tried to inform their Customers and they have tried to get some accurate information from npower.

25.6_Pre-contract_oblig

DUTR

janeybabs wrote: »

Hi all,
i recently switched from npower to scottish power. Everything seemed to go smoothly until the date it transferred over. Npower then took another direct debit despite the transfer.
I phoned and got told they had my final metre readings and were just waiting on the system to generate the final bill.
A month later they sent me an email after i cancelled my direct debit as they had tried to take the money again.
I phoned and got told that they normally allow 40 days to close the accound but that as this was day 41 there was obviously a problem...after going round and round in circles they confirmed they had final readings but said they couldnt generate the final bill.
I might add on the previous call the advisor had calculated i was owed money back and the letter i recieved stated i was over £200 in credit.
i said i was not happy with this. They said they would escalate the complaint. that this could take up to the 30th Jan to resolve....mean while i pay my other direct debit.
I got a letter a week later saying they still couldnt resolve it and it was escalated.
I have just phoned and told them i intend to charge £10 per day for every day since day 41 until i recieve my overpayment back. Does anyone know where i stand on that.
I think i am within my rights as they are getting interest on my money and if i was overdrawn as a consequence the bank would charge me.
HELP!!!!
thanks all!

To be fair , I think you have gone about it the wrong way, I switched from Npower to Scottish Power earlier in the year, think I was about £110 in credit, which was transferred back into my account, so perhaps cancelling the DD was not a good idea.

janeybabs

Hi all, thank you.
Scottish power provided them with final readings and this was confirmed by npower 2weeks after the transfer and again on subsequent calls.
I had to cancel my direct debit as they were trying to take a second direct debit after the switch and both months I was paying Scottish power.....I can't afford to pay for electricity twice.
I have checked terms and conditions....they state they will generate a final bill within 6 weeks. Also checked some legislation which states where accounts are in credit they must refund or explain why they won't.
By rights given they can adjust your account immediately when you phone in with a metre reading I would expect them to be able to calculate what I am owed leaving only a few pence on the account until they can work out how to close it. It's not like I'm creating more of a bill.
They are a bunch of cowboys.....I suggest everyone shouts it from the roof tops to warn people. Also that we all go to ofgen.

jalexa

janeybabs wrote: »

I have checked terms and conditions....they state they will generate a final bill within 6 weeks. Also checked some legislation which states where accounts are in credit they must refund or explain why they won't.

First of all a belated welcome to the forum. Unfortunately regulars have learned little about NPower they didn't know already. Also readers of this... http://www.dailymail.co.uk/money/bills/article-2245922/Npower-voted-worst-big-energy-supplier-uSwitch-customer-satisfaction-report.html

A few tactical pointers. Regulations and terms and conditions do not guarantee compliance, something else the regulars here know. However a compliance failure is grounds for raising a formal complaint (about the failure). You can also complain about a customer service failure, for example a telephone "promise" made but not fulfilled.

Raise a complaint at the first opportunity, strictly in accordance with the supplier's procedure, in writing or by email. If you remain dissatisfied on deadlock or after 8 weeks, whichever occurs first, you can can refer the issue to the Energy Ombudsman. That process is cost free to you but not cost free to the supplier.

Ofgem does not consider individual customer complaints.

Wywth

janeybabs wrote: »

Hi all,
i recently switched from npower to scottish power. Everything seemed to go smoothly until the date it transferred over. Npower then took another direct debit despite the transfer.
I phoned and got told they had my final metre readings and were just waiting on the system to generate the final bill.
A month later they sent me an email after i cancelled my direct debit as they had tried to take the money again.
I phoned and got told that they normally allow 40 days to close the accound but that as this was day 41 there was obviously a problem...after going round and round in circles they confirmed they had final readings but said they couldnt generate the final bill.
I might add on the previous call the advisor had calculated i was owed money back and the letter i recieved stated i was over £200 in credit.
i said i was not happy with this. They said they would escalate the complaint. that this could take up to the 30th Jan to resolve....mean while i pay my other direct debit.
I got a letter a week later saying they still couldnt resolve it and it was escalated.
I have just phoned and told them i intend to charge £10 per day for every day since day 41 until i recieve my overpayment back. Does anyone know where i stand on that.
I think i am within my rights as they are getting interest on my money and if i was overdrawn as a consequence the bank would charge me.
HELP!!!!
thanks all!

nPower have up to 8 weeks to resolve any complaint.

Read nPowers complaint procedure in full here:
http://www.npower.com/home/customerservices/contact-customer-services/complaints/ssLINK/Puttingthingsright100108

lozzark

Hi All,
A very useful thread. I left nPower just over 6 weeks ago and as I have just passed the 6 week deadline for creation of a final bill. I am £600 in credit, but it will come down to £200 after the final bill. I cancelled my DD because I didn't want them taking any more of my money, besides I had to pay my new supplier. When they work out how much they owe me they can send a cheque. I have just put in a complaint, which hopefully will be resolved in 8 weeks or I'll complain to the ombudsman. How do I stand taking them to the small claims court?

vbrindle

I am also having the same issue, the switch from npower to SSE went through on 23rd October.

My account shows a final gas bill but no final electric bill. I rang on 14th December to ask what was going on. They asked me for my meter reading which I already sent to SSE and they came up with a reading 1 unit higher which implies they always had this. I checked with SSE and their reading matched.

They said a refund would be produced on 2nd Jan but I have still not seen this and the account still shows as just over £200 in credit.

I know they owe me money and I have no doubt that if I owed them money that they would have had no hesitation in taking it off me.

I wish I never went with npower now.

[Deleted User]

Same here, switched to Eon two months ago. Eon collect the DD no issues but still no npower final bill and am owed ~£200 from the £428 in credit... Sigh... Electricity only.

Never had any issues with npower until the new computer system :mad: