NPower not refunding credit at end of contract

laptop80

Recently switched away from NPower and got my final bill at the end of November, leaving me in credit to the tune of about £250. I assumed that this would be refunded back to me automatically as has happened with previous energy companies, either by bank transfer or at worst a cheque in the post.

After 10 days nothing had happend so I rang them to find out how and when I'd be receiving the refund; customer services apologised and told me it would be a maximum of 10 days and it would be paid into my bank.

We're now beyond the 10 days and there's still no sign of the money. I expect absolutely awful service from NPower - it's why I am moving away from them in the first place - but it really annoys me that they are holding on to my money with no justification whatsoever. As far as I'm concerned the final bill should instantly trigger and remaining credit to be refunded; it shouldn't be sat in their bank account accruing interest with all of the other money they hope people have forgotten about.

What are my options here? I've complained to NPower before and found it a pointless exercise. They either point blank lie on the phone (e.g. the payment has been scheduled) or just ignore you completely. Am I being unreasonable to expect my money back a month after getting my final bill?

DUTR

I got a refund quite swiftly , ring the complaints department. The refund came back the same day that the DD would have been taken.

macman

4-6 weeks is not unusual, no doubt they will now blame Christmas.

nPower

Hi laptop80,

Do you want me to have a look and see what's happened here?

If you can pop over your details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] I can get this chased up for you?

Many thanks,

Adam

Wywth

laptop80 wrote: »

Recently switched away from NPower and got my final bill at the end of November, leaving me in credit to the tune of about £250. I assumed that this would be refunded back to me automatically as has happened with previous energy companies, either by bank transfer or at worst a cheque in the post.

After 10 days nothing had happend so I rang them to find out how and when I'd be receiving the refund; customer services apologised and told me it would be a maximum of 10 days and it would be paid into my bank.

We're now beyond the 10 days and there's still no sign of the money. I expect absolutely awful service from NPower - it's why I am moving away from them in the first place - but it really annoys me that they are holding on to my money with no justification whatsoever. As far as I'm concerned the final bill should instantly trigger and remaining credit to be refunded; it shouldn't be sat in their bank account accruing interest with all of the other money they hope people have forgotten about.

What are my options here? I've complained to NPower before and found it a pointless exercise. They either point blank lie on the phone (e.g. the payment has been scheduled) or just ignore you completely. Am I being unreasonable to expect my money back a month after getting my final bill?

Taking up Adam's offer to help would certainly be one good option.

Otherwise nPowers official complaint procedure is here:
http://www.npower.com/home/customerservices/contact-customer-services/complaints/ssLINK/Puttingthingsright100108

As you will see, you would need to give nPower at least 8 weeks to resolve the issue (or give a final reponse letter) before escalting this to the ombudsman.

It's does sound like you often are somewhat impatient, but all suppliers operate a very similar complaints procedure.

bebewoo

The npower rep is busy today!

chanz4

One thing, yes go through the complaints but energy omb costs energy suppliers. Guess where that money comes from profits, and to make profits your prices go up so dont always jump at it

laptop80

Wywth wrote: »

It's does sound like you often are somewhat impatient, but all suppliers operate a very similar complaints procedure.

Perhaps, but when you've been messed around repeatedly by a company your patience wears a little thin. It's the constant assurances that issues will be resolved / payments will be made only for those assurances to be totally worthless that winds me up.

If they had told me it would be 8 weeks then fine - it would seem an excessive amount of time to transfer money from one bank account to another but I could live with it - but if you say a maximum of 10 working days (or "it should be 2 or 3" when I spoke to them) then stick to it.

chanz4

big companys are not so easy to refund, also they have to wait for auth if over a certain amount remember they have millions of customers all possibly demanding the same

rogerblack

chanz4 wrote: »

big companys are not so easy to refund, also they have to wait for auth if over a certain amount remember they have millions of customers all possibly demanding the same

They have a policy that requires authorisation.
This is a systems matter, and quite irrelevant to the user.
It should not hold up payment of the credit.

chanz4

rogerblack wrote: »

They have a policy that requires authorisation.
This is a systems matter, and quite irrelevant to the user.
It should not hold up payment of the credit.

they also have to wait for the final read to come in, this takes more that 10 days alone.