Npower Forced Debt - Please Help

ArronM86

Around May/June last year I was finally able to come off prepayment meters and switch to the credit/direct debit system. I booked for the meters to be taken out and the non-token meters put in. The first time the engineers came out they changed over my gas meter but refused to touch my electric one as it had the old style copper fuse housing box and so they had to get specialist engineers out to handle it. It was weeks before they showed up but finally they were exchanged.

Talking with a rep around the time I phoned up to set up a Direct Debit and was subsequently told that their systems were not updated to show the new meters yet and that I should ring back in 14 days. I did, and was told once more that the systems were not updated but that they would write to me my first bill and I should phone to pay it/set up a DD when recieved.

September came, but a bill did not. So being vigilant I phoned again, and was told once again that their systems still did not show I was on credit meters and so I still could not set up the DD. To wait a further 20days and they should send a bill out.

End of Dec/ beginning of January still no bill, still no word. Phoned again. Was told they did not understand what was going on and that it would be forwarded for investigation and that this should take a further 20days.

Phoned today, after still no word. Was told that the investigation request had not been done properly and so it would have to be requested again and that it could take upto...90 days!

I set up a complaint today, I am a student in my final year, already upto my eyeballs in debt. And I have subsequently been forced into one with Npower. I am worried I am going to be faced with an insurmountable bill at the end of this, and especially after rejoicing at the fact I was finally able to pay off the previous one and get the meters taken out, Its a horrible situation.

What's more I am worried because none of this correspondence is in written format. Effectively meaning I have no prove of my vigilant attempts to pay my damn bills!

Any advice? Has anybody else had this problem?

dude89

ArronM86 wrote: »

Around May/June last year I was finally able to come off prepayment meters and switch to the credit/direct debit system. I booked for the meters to be taken out and the non-token meters put in. The first time the engineers came out they changed over my gas meter but refused to touch my electric one as it had the old style copper fuse housing box and so they had to get specialist engineers out to handle it. It was weeks before they showed up but finally they were exchanged.

Talking with a rep around the time I phoned up to set up a Direct Debit and was subsequently told that their systems were not updated to show the new meters yet and that I should ring back in 14 days. I did, and was told once more that the systems were not updated but that they would write to me my first bill and I should phone to pay it/set up a DD when recieved.

September came, but a bill did not. So being vigilant I phoned again, and was told once again that their systems still did not show I was on credit meters and so I still could not set up the DD. To wait a further 20days and they should send a bill out.

End of Dec/ beginning of January still no bill, still no word. Phoned again. Was told they did not understand what was going on and that it would be forwarded for investigation and that this should take a further 20days.

Phoned today, after still no word. Was told that the investigation request had not been done properly and so it would have to be requested again and that it could take upto...90 days!

I set up a complaint today, I am a student in my final year, already upto my eyeballs in debt. And I have subsequently been forced into one with Npower. I am worried I am going to be faced with an insurmountable bill at the end of this, and especially after rejoicing at the fact I was finally able to pay off the previous one and get the meters taken out, Its a horrible situation.

What's more I am worried because none of this correspondence is in written format. Effectively meaning I have no prove of my vigilant attempts to pay my damn bills!

Any advice? Has anybody else had this problem?

Raising a complaint gives the supplier just 8 weeks to resolve it. After that you can then take it to the ombudsman.

I'm assuming that during the time you have been unable to pay by direct debit you have been saving the amounts you would of been paying, so when the bill does finally come you can pay off a lump sum.

I would personally raise the complaint and allow them to resolve it. If you are then unable to agree a resolution come back here for advice

Nada666

Why will the bill be 'insurmountable'? You applied to switch from prepayment - you believed you were a sensible person and could handle your finances. Surely you just transfer the money you have been putting aside for the bills to the company once they have sorted out the hic-coughs? You keep all the interest from the money in your account instead of gifting it to npower.

ArronM86

dude89 wrote: »

Raising a complaint gives the supplier just 8 weeks to resolve it. After that you can then take it to the ombudsman.

I'm assuming that during the time you have been unable to pay by direct debit you have been saving the amounts you would of been paying, so when the bill does finally come you can pay off a lump sum.

I would personally raise the complaint and allow them to resolve it. If you are then unable to agree a resolution come back here for advice

Whilst I have found it impossible to estimate 'what I would be paying' due to not having been on the credit system previously, and a change in tenancy of the place I live, yes, I do have some put by for that event but I have no idea to the true amount.

I have set up a complaint [something I have no experience in doing before] and shall await the outcome, I just didn't know if I was at some kind of disadvantage due to not having paper correspondence and if there is something I could do about that. And also if there was anything I could do the lower the inevitable debt that I have been forced into.

dude89

ArronM86 wrote: »

Whilst I have found it impossible to estimate 'what I would be paying' due to not having been on the credit system previously, and a change in tenancy of the place I live, yes, I do have some put by for that event but I have no idea to the true amount.

I have set up a complaint [something I have no experience in doing before] and shall await the outcome, I just didn't know if I was at some kind of disadvantage due to not having paper correspondence and if there is something I could do about that. And also if there was anything I could do the lower the inevitable debt that I have been forced into.

The best thing to do is send a letter to npower by recorded delivery headlined COMPLAINT, stating the events which have taken place as best you can remember. When this is resolved you can then request to repay the debt, if any over the amount of time it has built up (9months ish)

If I was in your situation i would of saved the same amount you were spending on prepayment (less any debt).

You should also ask that when you are finally billed upto date that it is on the cheapest tariff available for the period the bill covered.

rogerblack

ArronM86 wrote: »

Whilst I have found it impossible to estimate 'what I would be paying' due to not having been on the credit system previously, and a change in tenancy of the place I live, yes, I do have some put by for that event but I have no idea to the true amount.

Work out how many units you've used.
If the meters were new, and started from zero, this is really easy.
Multiply by the per-unit cost.
For example, it is probably a ballpark estimate to multiply the electricity reading by 14p, and the gas (if the meter is a modern metric one which will have 'm^3' somewhere on the front) by 45p.

Read the exact unit prices on your tarriff - the above is likely to be accurate to +-20% though.

undaunted

It's easy for others to say you should set the money aside but perhaps not so easy to do if struggling with other debts.

Estimate your bill (as suggested above) and try to make some payments in the meantime - either cash, cheque or standing order

It may also be worth seeking money advice if you are struggling generally (from your college / university, consumer credit counselling service or the local CAB for example)