How much is my bill??

Bradfield

dogshome wrote: »

Hi Bradfield - Unless you have a very simple query, phoning any suppliers Customer Desk can be a complete waste of time
A quick trawl through this site will show just how varied customer problems are and there is no way that one person at the end of a phone has the knowledge to resolve them all
At the moment you have a verbal promise to move the matter up the chain, but all too often this promises are forgotten because another call came in immedately after yours.

However a written communication headed Complaint operates a 'magic' switch, whereby the supplier by the terms of their licence has to deal with the problem within 56 days, (8 weeks) - If they fail do so, it's off to the Ombudsman you go

Thanks for that. My annual statement was due on the 17th of December and I have not received it. So I rang up the customer services yesterday. I was told that the statement had been done and I should have got it by now. However, they said they will resend it by email and I should get it within the next 3 or 4 days.

If I dont get it within a week I am going to have to go down the "complaint" road. I shall send it by post.

Bradfield

Bradfield wrote: »

Thanks for that. My annual statement was due on the 17th of December and I have not received it. So I rang up the customer services yesterday. I was told that the statement had been done and I should have got it by now. However, they said they will resend it by email and I should get it within the next 3 or 4 days.

If I dont get it within a week I am going to have to go down the "complaint" road. I shall send it by post.

So: I phoned up NPower a week yesterday and they said they would send my new statement out via email within three of four days. It is now Friday, over a week later and no sign of it.

I phoned up NPower today and they announce that they are "doing work on their computers today and they cannot access the accounts". So call back next week.

So that is it; there will now be a letter of complaint in the post.

I hope people out there haven taken note of the complaints that have been quite numerous here.

If you deal with NPower be on your guard. Check all of your meter readings. Make sure the statements they send you add up. Make sure you get regular statements. If you get on-line statements make sure you print them off and keep copies.

If things go wrong this is nightmare of a company to deal with.

Bradfield

NPower customer services are taking calls today: there is about a twenty minute wait. I told them that I had called them on the 3rd of January and had been told that they would email me my December 17th statement within three of four days. No statement had arrived.

Was informed today that the computer is not processing some meter readings and they are being sent to the "back office" to be dealt with. It could take up to 28 days to be sorted out.

So; on the third of Jan I was told that my statement had been done (and was in credit) and I would receive it within three or four days. Now I am told that it has not been done and is being dealt with by the back office.

So I could be in credit or I could be in debit. No one knows. It is all very well to get £100 bonus for paying by direct debit but I am thinking for peace of mind I might be better off paying quarterly like I used to. That way there would be none of this nonesense which is taking up far too much of my time.

nPower

Hi Bradfield,

This sounds very confusing and I'd like to get to the bottom of what's happened here and make sure it gets resolved for you.

If you'd like me to look into this, please send me the details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL]

Many thanks,

Adam