Npower owe me money but are taking their sweet time

thatcambridgebird

Firstly, apologies either if this is the wrong forum (it seemed right!) or if it's been asked before - I did try to search but couldn't find anything obvious related to Npower house move refunds. That seems ominous in itself...

Anyway, my situation is that we moved house in September. Npower were our old supplier, who we have now left (we've gone with the supplier already set up at the new place), so the account was closed on 24th of that month. Due to Npower messing up and not correctly logging it (they have admitted this), they lost all of the readings I gave them for Gas/Electric, and so it took them until the end of October to establish that actually they owe me back £395.62. All of this is on privately owned property, not rental, so there's no confusion with landlords or anything.

Helpfully, they kept taking direct debit payments (they've now taken this into account in the final figure above) so I cancelled that to avoid any more double billing with my new supplier at the new place.

Long story short - I've still no money from Npower, going on for almost 4 months since I originally told them of our move. I have phoned them at least 5 times - pretty much once every 10 days or so - and am always promised very apologetically that a cheque is on the way but because the sum is over £250 a manager needs to sign it off.

The last person I spoke to claimed to actually be a manager, and said she could pay the money directly into my bank account, as they still have details on file (ummmm :idea:). She said that would take 10 working days, and that was on the 5th December. Guess what....no money. What seems to add confusion is that they've changed my account number (presumably because we moved) and so have on file the old address the energy was supplied at, plus my new address where all post should now come. Saying that, though, we've paid for a post divert, so letters should still find their way to me.

Now I know some of you will think, why the hell have I been the mug that's put up with them messing me about and not giving back what's owed. I've raised a complaint through their procedure which is currently ongoing (and is pretty new, so not heard much back as yet). Have any of you been in the same situation, and is there anyone I can threaten them with - ombudsman or otherwise - that'll make them get a move on? Or do any of you know any insider knowledge about people I should be speaking to? I'm getting increasingly angry just bouncing back and forth between home movers and billing. I can see now why they're the most complained about energy supplier...

Wywth

You can recover any unauthhorised DD deductions direct from your bank using the DD guarantee. You can also cancel the DD mandate direct with your bank if not already done so.

As for the money they owe you based on the final bill they have provided you, then follow the nPower complaints procedure.
http://www.npower.com/idc/groups/wcms_content/@wcms/@busi/documents/digitalassets/puttingthingsright100108.pdf
I see you say you have already done that.
You know that after 8 weeks you can take the matter to the ombudsman if necessary?

Cheque's in the post? (or awaiting signature)
A good question to ask is what is the cheque number? There's only one reason they can't provide it

thatcambridgebird

I didn't realise about the 8 week rule, that's really useful, thank you

Likewise asking for the cheque number! See, even though I've been a bit of a muggins letting them drag their feet, I knew it'd be useful to get advice on things I hadn't though of. I'll see where my complaint goes, but in the meantime request the cheque number if I have need to correspond with them again (which I imagine I will...!! ).

25.6_Pre-contract_oblig

Hi thatcambridgebird,

I have also had a very frustrating time dealing with npower.

npower have been deploying a 'new system', which is - I have been alleging - "not fit for purpose", and which has led to quite a number of secondary issues.

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 am offering this as an explanation not an excuse.

I agree with Wywth's points.
It is also good that you have been putting your case in writing.
You will see that I was offered £25 because I had had to keep asking for the same thing (my Contract).
As you have now left npower I am not optimistic that npower will offer you anything.

As for speeding things up, difficult to advise.

You could complain to Ofgem.

See Post #9 of the thread
nPower complain (official). What body to send it to?
If you do Complain to Ofgem please cite the main thread (above) as Ofgem don't normally deal with individual Complaints but, it seems to me, that your issue is a consequence of the 'broken system' at npower.

Given all the time and effort that you have already put into getting your own money back, writing to Ofgem will not do any harm.

Best wishes,

25.6_Pre-contract_oblig

thatcambridgebird

Thanks for all that info 25.6_Pre-contract_oblig

I'm hoping that Npower will give me my money back, as the situation is different in that this is a final balance of overpayments I made to them, which became apparent once they created the final balance based on readings.

Interestingly, I saw on your thread that there's an Npower representative lurking about on these forums. I'd be interested to hear what he has to say - especially given the 8 week rule quoted above.

Oh well, my next stop will definitely be the Ombudsman if nothing satisfactory comes from my complaint. Npower are essentially hanging on to my money - not theirs!

25.6_Pre-contract_oblig

thatcambridgebird wrote: »

Thanks for all that info 25.6_Pre-contract_oblig

Your welcome.

I've been thinking about your significant evidence.

So, for the benefit of Ofgem and all readers, here is more analysis.

Remember: I have been using "system" to mean the people, processes and procedures together with npower's computers.
Also, I've been using single quotes for slang, imprecise terms etc and double quotes (") for direct quotations.



The fact that npower have not been able to send out Contracts is a symptom of this Systemic Issue. The cause is a 'broken system'.

Why do I think this thread is 'another symptom' of the Systemic Issue?

First, the date.
Your account was closed on 24 September 2012. In August and September 2012 we know 'some of npower's system' was the 'new system' (that uses SAP). MissMess' issues also started in September 2012 (see Post #149) when she contacted npower.

Second, the loss of data.
"... they lost all of the readings I gave them for Gas/Electric ...".
I think, from what you have posted, that npower also 'lost' the instruction to stop your DDs.
So, I guess, a DD was taken in October and November (and possibly even December?).
It can happen, in a smoothly running system, that a single DD is taken if the Account is Closed just before the 'DD Date' (because it is 'too late to stop the DD') but more than one DD is an indication of 'something is wrong'.

In my case, see Posts #1-#6 and Post #109, you can see 'some parts of the system are not communicating with other parts'.
To give one example: on the one hand I have dual fuel on 21/09/2012 but, on 24/09/2012 I also have 'npower do NOT know the Number of my Gas Meter'. There are other examples in my case.

Another example of 'partial data loss' or 'strange connections' or 'only some parts of the system are talking to other parts' is:

NPower Bill overdue??
https://forums.moneysavingexpert.com/discussion/4358331
The OP, Bradfield, has experienced a mysterious "... NPower suddenly changed the name of the account holder from me to another person who I have never heard of. ..."

So, Bradfield, thatcambridgebird and I have evidence of 'partial data mix-up'.
Wearing my 'IT hat', these are 'classic symptoms' and any IT professional would want to prove the cause and eliminate any re-occurrence.
As explained in Post #109 I think there is a 'big chunk of iceberg' i.e. many Customers involved, when the 'switching sites' got sucked into this mess (in October and November 2012).
MissMess, Bradfield, thatcambridgebird and my cases are, I believe, 'older (smaller) chunks of the iceberg'.

If the issue, in this thread, is 'another symptom' of the 'broken system at npower' then it would be wise to investigate and fix this as well. No one will know until it is followed up. My opinion is that it would be foolish to assume that the Systemic Issue is confined to 'just the Contracts (part of the system)'.

thatcambridgebird, the reason I recommended you contact Ofgem is that they are the Regulator (follow the links posted above in Post #4). In this case, they are aware of the Systemic Issue and, unlike "Ombudsman Services: Energy", you can contact them now. Above, I recommended that you cite the main thread. I would now suggest that you cite both threads.

Unfortunately, you can only take your case to "Ombudsman Services: Energy" once 8 weeks have elapsed from the Date you started your Official Complaint at npower. I doubt npower will "deadlock", they are saying (I paraphrase) 'we are just about to pay you'.
Also, very sadly, the experience of other posters here at MSE is that "Ombudsman Services: Energy" is NOT an effective remedy for Consumers.

See
FAO Ofgem and Secretary of State DECC - 3 points
https://forums.moneysavingexpert.com/discussion/4348967
for examples, via the linked threads, where Consumers were badly let down.


25.6_Pre-contract_oblig

cing0

I've waited over 4 months to get all my money back from Npower. £10 is the compensation tariff for this screw up but you have to complain first for this to happen.
Executive complaints seem to be the only people who dish out comp.

laptop80

Also had issues getting my money back from nPower (as per https://forums.moneysavingexpert.com/discussion/4356631) - wasn't waiting half as long as you though. Money has now been refunded (bank transfer, not a cheque) and I'm supposed to be getting a £20 compensation cheque in the post too.

I've found that the standard complaints process for nPower isn't too effective (I've been ignored on more than one occasion), but the forum response team can get things done very quickly for you and escalate it to the Executive Complaints team.

The nPower representative may turn up and offer their assistance, but there's nothing to stop you taking the initiative and emailing the details of your complaint to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL], which is what they'll ask you to do anyway.

Good luck.

nPower

Hi thatcambridgebird,

It shouldn't be taking this long to get your refund to you!

Could you please pop over your details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I can chase this up for you?

Many thanks,

Adam

thatcambridgebird

Hi Adam,

I thought that, too! Thanks for posting in here, I'll send an email across to you tonight, as I am in work and don't have my account number etc on me.

thank you

Andy1875_2

You think that is bad! Npower have been leaching money from my account for years! At one stage they owed me 2.5k!!!! It is now 1.5k, but Npower say it will take 28 days to get MY money back which they effectively stole from my bank account! I am so angry with them. Not once have the called me or sent me an email to discuss. I just get sorry sir it will take 28 days! I've had enough now.... I've raised a complaint, gone to the ombudsman and now I am contacting the press to spread the word about Npower and how they operate. Never again will I do business with Npower and I would recommend anyone to steer well clear!