nPower - Best address to complain to?

Poogles

I was hoping someone could tell me the best address/department/person to send a complaints letter to.

Basic situation is that my sister has been sent a bill for £1400 despite paying £100 per month for her gas and electricity (the amount nPower advised her she should pay). My sister is now panicking over this. I think it must be a mistake and have told her not to worry. She tried phoning them but after half an hour on the phone and being passed to several departments, she is still none the wiser as to how they have worked out she owes so much. They did tell her that if she wanted a copy of her bills and payments she needed to write to them and request this.

I have drafted a letter for my sister asking them not to take any action on recovering the £1400 until my sister has had a chance to see if she really does we that much & asking for the bills and payments.

Where is the best place to send the letter? Has nayone had a similar expereince?

Thanks in advance

bob_bank_spanker

Is the bill based on a reading or an estimate? You need to post accurate consumption values in kWh, the fact she's been paying £100 a month is neither here nor there unfortunately, she could have been using £200 worth for all we know. If the bill is estimated, contact nPower with actual readings.

Good luck

Poogles

She has had dfficulty getting them to come and do a reading - they were going to charge her £30. Eventually they sent someone from a different company. My sister said she tried to give them her meter readings when she called after getting the £1400 bill but they said they were the wrong department to take them which is why she wants a copy of the bills.

undaunted

Have a look at

http://www.npower.com/idc/groups/wcms_content/@wcms/@busi/documents/digitalassets/puttingthingsright100108.pdf

or there's an on line complaints form available here http://www.npower.com/home/customerservices/contact-customer-services/complaints/index.htm

jalexa

Poogles wrote: »

my sister has been sent a bill for £1400 despite paying £100 per month for her gas and electricity (the amount nPower advised her she should pay). My sister is now panicking over this. I think it must be a mistake and have told her not to worry. She tried phoning them but after half an hour on the phone and being passed to several departments, she is still none the wiser as to how they have worked out she owes so much. They did tell her that if she wanted a copy of her bills and payments she needed to write to them and request this.

Copy bills may be required but not before the readings on the "£1400" bill have been scrutinised. Post the readings etc for further help. Also (important) take and post the current meter readings.

Also check if your sister qualifies to be on the "care" register. In that case there is no question of being charged for a meter reading.

Atidi

Poogles wrote: »

I was hoping someone could tell me the best address/department/person to send a complaints letter to. ...

The address should be on the bill in the 'Help and advice' section.

Complaints
nPower
PO Box 121
Peterlee
SR8 9DT

Atidi

Poogles wrote: »

She has had dfficulty getting them to come and do a reading - they were going to charge her £30. Eventually they sent someone from a different company. My sister said she tried to give them her meter readings when she called after getting the £1400 bill but they said they were the wrong department to take them which is why she wants a copy of the bills.

I've never known any supplier charge for taking a meter reading.

Normally suppliers are more than prepared to accept a customer's own reading if the supplier has not been able to obtain one themselves.

undaunted

Atidi wrote: »

I've never known any supplier charge for taking a meter reading.

Normally suppliers are more than prepared to accept a customer's own reading if the supplier has not been able to obtain one themselves.

They'd probably be what Npower term D I visits - supposedly to discuss the debt rather thjan to read the meter specifically - & would occur regardless of whether or not their own meter reading was submitted

Poogles

Thanks all. We've sent a letter & will update when we have their response.