NPower - No bills

tctctc

The last electrictiy and gas statement my daughter had from npower was 4/11/2011, the increased her direct debit to 162.00 since that date she has received no statements - meters have been read since then and has now a very large credit building up. Sept 2012 recvd letter from Npower to say they having problems with billing - since then nothing. How does she stand on this and what can be done.

rogerblack

Simply phone them, and ask for some of the credit to be refunded, and the direct debit recalculated.
Hoiwever, it is normal in most cases for a credit to build up over the summer, and for it to be used up by spring.
Only if she is sure that she is able to pay the actual ongoing energy usage should she request this refund in full.

tctctc

Thankyou for reply - problem however is we cannot get a statement from them - last one received was Nov 2011. Have signed on to web and can see details of direct debits and amount paid into her account - but no bill details and no withdrawals by them. So it is hard to estimate what she currently owes. Have tried phoning now emailing them.

rogerblack

tctctc wrote: »

Thankyou for reply - problem however is we cannot get a statement from them - last one received was Nov 2011. Have signed on to web and can see details of direct debits and amount paid into her account - but no bill details and no withdrawals by them. So it is hard to estimate what she currently owes. Have tried phoning now emailing them.

If you have the old readings, the current readings - then simply taking the difference, and multiplying by the figures on the last bill will give a reasonable best case.
Multiply by the current tariff figures to get a worst case.
If you want to get more accurate than this, you will need to look at dates prices changed.

KTF

What do npower say when you phone them as nothing since Nov 2011 is a long time.

nPower

Hi tctctc,

That's a quite a while between bills and it shouldn't have been this long.

Can you ask your daughter to email me at [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I can get this looked into for her?

Many thanks,

Adam

tctctc

Adam - thankyou for your reply

We have been in contact with customer services but not getting anywhere - still no bill (showing on web site as due Apr 2013) have also requested direct debit to be changed via web site, recvd another phone call but has not been changed. Until we get a bill cannot sort out direct debits bearing in mind we now have a balance of over 2,500 pounds. I find it very strange that Npower cannot produce a one-off bill to rectify this problem bearing in mind meters are being read and direct debits being paid. I will get my daughter to email you.

Regards

green_pepper

I have a problem too with NPOWER bills. They are really annoying me now. We moved to our new house November 2012 and 6 months later - we still have not received our first bill. We keep phoning them and they always seem to have a technical fault!!!! Running out of patience with them. Any advise?!?!?!

KTF

Have you registered with their online account tool? Are no bills showing there?

green_pepper

That's is what they have a problem with - we set the account up and we received the original email to set the online tool up but it has not worked ever. It seems like the problem is the set up of the account.

molerat

I think all you people should raise a COMPLAINT in writing, when it is not sorted within the 8 weeks you escalate it to the ombudsman so they get investigated as they are obviously heading towards totally failing to fulfill their licence obligations.