Npower outstanding refund - 4 months overdue

MavMatch

Hi there

Looking for some advice here on how best to proceed.

I left npower around Sept 2012 after coming off a fixed-price energy deal and finding that their new rates were not as competitive as others on the market.

Energy supplier switch was all smooth and the final invoices were raised at the end of October leaving me with £53.74 in credit. Direct debit was still in place so just expected them to process this in due course.

Having not received anything at my usual mid-month billing date, I contacted them through the online screens on 7th Dec. E-mail acknowledged, I waited for a response. Nothing.

Sent another note to complaints team via the online screen on 25th Dec (yes I was bored waiting for my npower Christmas 'gift'!). E-mail acknowledged. No response again.

Called them on 12th Jan. Spoke to someone, system was down so would arrange callback. No response.

Called them again a week or so later via phone. Very apologetic, would arrange for refund - couldn't explain why I hadn't received the refund already but would arrange straightaway. Couldn't also explain the non-existent customer service!

Then got an e-mail from the Complaints team on 22nd Jan acknowledging the horrendous customer service advising that my refund would be processed within 10-14 working days.

Still nothing! :mad:

My question is what legal means do I have to go about recovering money as surely this equates to theft. Anyone had experience of an inidividual legitimately recovering money from a corporation where it's so black-and-white.

(Obviously we all know how it works the other way round if I owed npower money!)

Thanks in advance

Nada666

Contact the ombudsman and complain to them. Eight weeks from 25 Dec is 18 Feb. You should receive about £75 or so on top of the money you are owed.

http://www.ombudsman-services.org/complain-now-energy.html

Wywth

Nada666 wrote: »

Contact the ombudsman and complain to them. Eight weeks from 25 Dec is 18 Feb. You should receive about £75 or so on top of the money you are owed.

http://www.ombudsman-services.org/complain-now-energy.html

Why? :huh:

Expect to get back what is owed. Anything else would be a goodwill gesture by the supplier - typically £20-£50 if granted.
I can't see any supplier (that is no longer the supplier) giving £75 goodwill gesture when the amount being claimed is only £53.74

Legally, the OP could issue a Letter before Action giving the supplier 14 days to refund the money shown as owing on the final bill.
If still no refund is forthcoming, then pursue claim using moneyclaimonline (or your local small claims court)

But the ombudsman route should be followed first. Court should be considered only as a last resort (else the OP may not get their court fees back)

cing0

See http://forums.moneysavingexpert.com/showpost.php?p=58463111&postcount=7 for my brief thoughts.

If you want the money back now, better to use the court to do this.
Otherwise, wait 3 months + with the OS.

MavMatch

Thanks for all your replies, much appreciated.

After another call yesterday (I have also now written to the Chief Executive to highlight the appalling customer service), I was told they would be refunding the money by Friday.

Given the situation the guy in the Complaints department was clearly embarrassed and offered me £50 in goodwill.

I'm just glad the saga will hopefully be closed by the end of this week - the goodwill gesture is appreciated but I think npower have lost a future customer for life.

nPower

Hi MavMatch,

Has your refund arrived with you now?

If there's anything I can do, please drop me an email to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL]

Thanks

Adam

macman

£50 goodwill on top of a £53 refund is a fantastic result.