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

SnowMan

Credit should be refunded within 28 days of leaving the old company, see this post.

So you have an option to raise a complaint mentioning failure to comply with the billing code.

innovate

npower are indescribably incompetent, and they don't mind telling lies.

I switched away from them end November 2014, after a long string of serious issues with their bill production, and a huge price hike to boot.

I asked early January when I should expect my final bill and was at first asked to supply meter readings. That's an absolute joke because they had the meter readings from my new supplier.

After they could eventually be bothered to check their system, they confirmed they did indeed have the required meter readings, and I was then assured, in writing, that my final bill would be with me within 28 days of the switch date.

Just to let you know, it takes 28 working days from the supply end date for the final bill to be generated. Rest assured, you will receive it in the given time scale.

Well, I did not receive a bill, or any other communication, from npower within the above timescale. They had lied to me.

I don't actually know whether they owe me money or whether I owe them though I suspect it is the former. The last bill they managed to produce for me was almost a year ago now, and I only got that one after a complaint to their Executive Complaints Team. Between then and my switch, they had payments by monthly DDs. I just want to close the npower chapter before long.

Earlier this week, I rang and asked where my final bill was. To my amazement, they told me it would take 40 days from the date of that telephone call for the final bill to arrive because apparently they have had system problems.

Enough is enough. Formal written complaint is now in the system.

chanz4

eon took me 4 months to get a bill when switching eon - edf , and that was because of final read

innovate

It's beyond belief - I received a letter from them today saying they need to speak to me "to obtain some further information" from me. I have been on muzzak for over 19 minutes now, no human has appeared yet.

What's so hard about answering a phone, npower? What's so hard creating a final bill, npower? It's nigh on 3 months now that I left. Do you have anyone at all who is competent in your organisation?

Further, they seriously suggest they would close my complaint, now 6 weeks old, if they don't hear from me within 15 days. Well, I have news for you, npower: unless I have a correct final bill within 15 days, the complaint goes to OFGEM. I have waited long enough.

innovate

Amazing. Spoke to a lady in the Executive Complaints Team and suddenly I have a final bill. It even looks correct. I am due a refund of several hundred pounds, which I should receive in the next 10 or so days. When I pressed for an answer as to why it took so long, I didn't get the answer but was offered £25. I call that shut-up money, so that's what I did.

Glad I am out of npower and nothing will ever make me go back to them, not even the UK's cheapest tariff.

FluffyFiFi

innovate wrote: »

Amazing. Spoke to a lady in the Executive Complaints Team and suddenly I have a final bill. It even looks correct. I am due a refund of several hundred pounds, which I should receive in the next 10 or so days. When I pressed for an answer as to why it took so long, I didn't get the answer but was offered £25. I call that shut-up money, so that's what I did.

Glad I am out of npower and nothing will ever make me go back to them, not even the UK's cheapest tariff.

I am in the same situation and they can't produce a final bill. Last call they said it would take another 40 days. We left NPower in October and had the same story that they didn't received the final meter readings from Scottish Power. They probably owe us £180 although they say they don't know as they can't produce a bill. If I ring again should I just ask for the Executive Complaints Team?