NPower Bill overdue??

Bradfield

Hi

I have NPower dual fuel payable by DD. My six month bill was due on 17 December and I duly sent in meter readings by phone.

However, over the past few months I have had problems with my account. For some reason NPower suddenly changed the name of the account holder from me to another person who I have never heard of.

I asked them to correct this and after some hassle they said they would do so.

Now, when I go to my online account I cannot access my previous bill and there is no sign yet of this months bill.

Was just wondering how long it takes them to send out the six monthly bills. It is only a week since it was due and it is Xmas but I sense there could be trouble ahead. Anyone know how long it takes them to send out the bill (I mean put it on-line) after the designated date??

HappyMJ

Bradfield wrote: »

Hi

I have NPower dual fuel payable by DD. My six month bill was due on 17 December and I duly sent in meter readings by phone.

However, over the past few months I have had problems with my account. For some reason NPower suddenly changed the name of the account holder from me to another person who I have never heard of.

I asked them to correct this and after some hassle they said they would do so.

Now, when I go to my online account I cannot access my previous bill and there is no sign yet of this months bill.

Was just wondering how long it takes them to send out the six monthly bills. It is only a week since it was due and it is Xmas but I sense there could be trouble ahead. Anyone know how long it takes them to send out the bill (I mean put it on-line) after the designated date??

I only get my statements once a year. If you pay by monthly direct debit you get what they call annual statements rather than bills.

Wywth

Bradfield wrote: »

Hi

I have NPower dual fuel payable by DD. My six month bill was due on 17 December and I duly sent in meter readings by phone.

However, over the past few months I have had problems with my account. For some reason NPower suddenly changed the name of the account holder from me to another person who I have never heard of.

I asked them to correct this and after some hassle they said they would do so.

Now, when I go to my online account I cannot access my previous bill and there is no sign yet of this months bill.

Was just wondering how long it takes them to send out the six monthly bills. It is only a week since it was due and it is Xmas but I sense there could be trouble ahead. Anyone know how long it takes them to send out the bill (I mean put it on-line) after the designated date??

Sounds like you been having quite a few issues.

How did you know the name on the account was changed? Was is online or by post?

If online, presumably you could still access your online account despite the name change?

If by post, did you ever receive a final bill from nPower?

Was there any explanation offered by nPower as to how the change of name of the account holder came about?

nPower normally produce a bill within about 5 days of obtaining a meter reading.

If you call nPower, they should be able to advise on how much your bill is.

Good luck

Bradfield

HappyMJ wrote: »

I only get my statements once a year. If you pay by monthly direct debit you get what they call annual statements rather than bills.

Yes. It is a statement. I get mine twice yearly. It is important in that it tells me how much it has cost me over the past six months, whether I am in credit or debit, and how much my new monthly DD will be.

Bradfield

Wywth wrote: »

Sounds like you been having quite a few issues.

How did you know the name on the account was changed? Was is online or by post?

If online, presumably you could still access your online account despite the name change?

If by post, did you ever receive a final bill from nPower?

Was there any explanation offered by nPower as to how the change of name of the account holder came about?

nPower normally produce a bill within about 5 days of obtaining a meter reading.

If you call nPower, they should be able to advise on how much your bill is.

Good luck

Thanks Wywth,

I knew they changed the name because it showed up on my on-line account. I could access the online account despite the change of name.

I got no explanation as to how the name change occurred. When I phoned them they assumed I had changed the name and insisted that they could only put it back in my name if both myself and the "present" account holder made a request in writing.

How or why they suddenly changed the account holder's name from myself I have no idea. I live by myself and am the only one who has ever used the gas and elec at this address. The DD is in my name.

I first told them about this in October and they did not reply to my email for several weeks. They addressed their reply to the supposed "new" account holder.

It is not looking good at the moment. I will take it up with them again after Xmas.

25.6_Pre-contract_oblig

Hi Bradfield,

It looks to me that you are another Customer who has been caught up in the
Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611
issue. When there are major issues with the 'new system' it could easily impact other areas. The main thread (above) has links to other threads where some of these issues have been raised.

I imagine the CS Team are having a very difficult time trying to assist their Customers when they have to rely on a 'broken system'.

I recommend that you keep a good record and that you ensure that there is only one Customer (i.e. yourself) able to access your Account.
I would also check that there have NOT been any other 'surprises' on your Account.

25.6_Pre-contract_oblig