NPower not refunding credit at end of contract

laptop80

Had a reply from Executive Complaints team as a result of this thread and nPower forum response getting involved - thanks Adam.

Turns out the request for a refund had not been actioned, so I would've probably had a long wait on my hands if I had not brought it up. Have been assured they are now on the case and they'll also be sending me a £20 cheque as a gesture of goodwill - not an expected or requested outcome (particularly as I've already left nPower) but hey, I'll take it.

Squeaky wheel gets the grease folks - don't hesitate to put a complaint in with companies if you don't get the service you should do.

jalexa

Wywth wrote: »

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.

Nonsense, 8 weeks at most and you misunderstand that the 8 weeks is a cut-off period intended where either the supplier is being obstructive or there is genuinely an intractable issue. It is not intended to cover administrative incompetence.

Suppliers have defined "promised" time-frames at each stage, typically 5 to 10 working days. Each escalation does not operate an infinite number of iterations. Typically there are only 2, max 3 levels of escalation. There is no reason why the final stage should not issue a final response after a single final stage review because that is what the process describes.

The secret is for the customer to drive the published complaints procedure hard. This thread's OP demonstrates why issues should never be allowed to drift.

Flakey

I too have been waiting for a refund of $400+ after switching suppliers in early Nov. Received final account dated 7 nov and have been chasinthem since. Have been given different assurances by every advisor I have spoken to...refund is being paid back to account....cheque has been issued .....have been told today will have to wait until 11 Jan as cheque may be in the post......
Very poor.
Was advised today I could not be put through to complaints as they were very busy.....not surpried!

Atidi

Flakey wrote: »

I too have been waiting for a refund of $400+ after switching suppliers in early Nov. Received final account dated 7 nov and have been chasinthem since. Have been given different assurances by every advisor I have spoken to...refund is being paid back to account....cheque has been issued .....have been told today will have to wait until 11 Jan as cheque may be in the post......
Very poor.
Was advised today I could not be put through to complaints as they were very busy.....not surpried!

I suggest you write, recorded delivery!

If you are quick, you can probably get it in the post before last collection today

loracan1

When my time with Npower came to a close they put a stop on my refund of £275 on my gas because I owed them £5 for my electicity...had to ring up to get that sorted out.

Preaching_Parsimony

At least you are getting somewhere, like many other npower customers my communication to them goes into a black hole (e-mails to them as far back as 07/02/12 and 25/02/12 on their own internal system which have not been replied to).

I wrote to Adam (discreetly) on 06/01/13 using this thread and still no reply, so hence the public thread.

Of all the direct debits (water, council tax, virgin media, tv licence & utility) I managed to transfer successfully at the beg of Dec 12 have a guess which bill is still not managed by direct debit. Yes - that right the npower one (potentially missing out on a £100 direct debit rebate at the end of 28/02/13 - but hey not their money is it), so I am having to pay using their automated payment system in the mean time to avoid any alarming bills.

Despite using all the comparison sites to change - including the one on MSe, npower were circa £200 cheaper on their Flex Saver 2013 tariff than my previous tariff, yet like many others no sooner had I changed to them than my direct payments went up from £60/month to £72/month within two months which was the subject of my two previous e-mails in Feb 12 despite having detailed monthly meter readings going back 10 years for this house.

To cap it all received a letter today saying I owe them £54.85 for a bill that I paid via their own system on 31/12/12!!!! (only because they haven't set up my direct debits).

Monty Python couldn't have made script as bizarre as this. Why do the ones who shout loudest get seen to first - customer service at it most unsophiscated (by the way their computer systems are down today - tried calling them to sort it out all once and for all and all I got was a please call back on Monday but expect high call volumes and try to be patient. :rotfl::T:eek:

I am off to cry rather than laugh

nPower

Hi Preaching Parsimony,

I'm sorry to see that your email hasn't been picked up.

I've replied to your latest email (sent on Sunday) to let you know that I am chasing this up for you today and we should have a response to you asap.

Many thanks,

Adam

Preaching_Parsimony

Adam is a good as his word, shame he is the whipping boy though

Will update forum wrt feedback as and when I get it

Glad to be able to praise rather then just whinge :j:D

Preaching_Parsimony

finally the saga has been sorted today (albeit after sending several more e-mails), alas I see the complaints against npower still prevail in the threads at an alarming rate.

Direct debit has been re-instated, £100 credit for paying direct debit has been added to my account and a payment of goodwill has also been paid, but what a faff on. Remember this all started in Nov 12 when I wanted to change bank account details :eek:

Fire_Fox

Thanks for updating, glad you (finally) got a goodwill payment.