Npower not finalising bill

Mouse12

Hi, what is a reasonable time for a utilities company to finalise a bill after you switch to another company? We left Npower in September 2012. We received a final gas bill with £300 credit. Apparently the electricity bill has a 'technical issue' and needs the 'specialist team' to sort it. Four phone calls and a complaint later and, whilst they reckon they owe us £150 I seem unable to do anything other than wait, and try not to be annoyed! No idea of timescale from them.

Interested in others' views

Wywth

Mouse12 wrote: »

Hi, what is a reasonable time for a utilities company to finalise a bill after you switch to another company? We left Npower in September 2012. We received a final gas bill with £300 credit. Apparently the electricity bill has a 'technical issue' and needs the 'specialist team' to sort it. Four phone calls and a complaint later and, whilst they reckon they owe us £150 I seem unable to do anything other than wait, and try not to be annoyed! No idea of timescale from them.

Interested in others' views

The supplier has up to 12 months.

However, if you have already started a formal complaint, then the supplier only has 8 weeks maximum from the date of that complaint to resolve your complaint before you have the right to ask the ombudsman to assist you.

spiro

For electricity it is the new suppliers agent who provides the old supplier with the switch reading.There is no point complaining to NPower unless you are sure your new supplier has issued the reading. Phone them and ask if this has happened, if it hasn't then its them you should be complaining to.

nPower

Hi Mouse12,

It shouldn't be taking this long to sort your final bill out and I'd like to get this chased up for you.

Please can you send me your account details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I can get to work on it!

Many thanks,

Adam

25.6_Pre-contract_oblig

Hi Mouse12,

It looks to me that you are another Customer who has been caught up in the mess that npower have caused (as they introduce their 'new system').

As documented in
Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611
There are lots of people having problems switching to npower.

We now have evidence of knock on effects of the 'new system' affecting existing Customers too.
If you are short of time just read the most recent posts (Page 8).
There are links to other threads.

It is good that "Adam at npower" is looking into your case.

Please let us know what happens.

25.6_Pre-contract_oblig

rebs

I am in a very similar situation to the OP - I left nPower at the end of November 2012.

My final gas bill was produced almost immediately and shows a credit due to me of around £550. However, they will not release this credit as they have not (cannot?) produce the final electricity bill.

They have had final bill readings, that is not the issue. At one point during a phone call, they did a rough calculation based on my final reading and it looks as though I should owe about £120 on the final electricity bill - so a nett refund due to me of approx £350.

I am in the complaints procedure, really just waiting for the 8 weeks to elapse before I can contact the ombudsman.

Really interesting to read of the issues with the 'new system' - that strikes a chord with me as my bills were a mess before I left nPower.

I have raised the issue on twitter as well, and Adam did look into the case, but that has not produced my refund!

Fair enough if they have an issue with the electricity billing system, my main frustration is that they will simply not release the gas bill refund.

cing0

I've been waiting nearly 6 months for a refund after the switch date.
Npower have paid half of my credit balance into my bank and paid £30 comp for having to be reminded about the credit balance and £10 for being reminded about the rest. Npower said they couldn't pay this into my bank account :-(
Can the Npower rep state how much the Energy Ombudsman awards in goodwill and interest for keeping hold of customers money months after the final bill and for conflicting information ?