Silly Season with nPower

ccbrowning

Wywth wrote: »

You've not even contacted the supplier, apparently :cool:
https://forums.moneysavingexpert.com/discussion/4475317

I don't mean to hijack this thread, but it's hard to contact the supplier when they won't pick up a phone or let you use their complaint forms.

There is no excuse for sending people what is a demand for monies without any sort of itemisation or explanation for a bill. At this rate it will be the paper route, which will no doubt result in more credit collection mails. Anyway, please see the topic linked above if you wish to comment on my thread - sorry to derail this one!

nPower

dglp wrote: »

Aha. Okay. I take it that dealing with Customer Service is not the same as dealing with Complaints.

From the tenor of what you say, I suppose that my secondary question about what to ask for is also very cut & dried: I should just ask to have the problem fixed and leave it at that.

Hi dglp,

This sounds quite frustrating for you and I'd like to take a look and see if we can get this resolved quickly.

Could you pop me an email with all the details on to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I can speak to our complaints team right away?

Many thanks,

Adam

dglp

Hi Adam,

nice to see that nPower prowls the forums...

I'm going to stick with the plan I thought up over the weekend, which is to put things in writing once more and ask for step-by-step confirmation in writing.

Today's post contained a letter from EG, Head of Customer relations, acknowledging that the 8 week deadline has passed.

I want to keep it in writing so that I have a clear record should anything remain unresolved after some specified number of days, at which point I'll ask the Ombudsman to start an investigation.

Too bad I didn't think of coming to MSE when this started coming to light in September!

On a related note, you might try letting someone know that the absence of complaint-specific language in a given letter is a real hindrance to progress. Both of the last two letters are so vague that I wonder what they're referring to. It would be much more helpful if a previous contact date, or a one line description of the complaint, were inserted.

When one writer says he has tried to contact me, he really should give a date and method, because I have no record of post, email, or phone calls from nPower between 3 Jan and 25 Feb. I think he's pretending.

nPower_company_representative wrote: »

Hi dglp,

This sounds quite frustrating for you and I'd like to take a look and see if we can get this resolved quickly.

Could you pop me an email with all the details on to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I can speak to our complaints team right away?

Many thanks,

Adam

Fire_Fox

ccbrowning wrote: »

I don't mean to hijack this thread, but it's hard to contact the supplier when they won't pick up a phone or let you use their complaint forms.

There is no excuse for sending people what is a demand for monies without any sort of itemisation or explanation for a bill. At this rate it will be the paper route, which will no doubt result in more credit collection mails. Anyway, please see the topic linked above if you wish to comment on my thread - sorry to derail this one!

What's wrong with snail mail or e-mail? It doesn't take any longer to type up a letter than to post a whinge on MSE. You'd be really annoyed if the supplier tried to dispatch your bills by telephone, you expect them to write to you but want to use informal communication yourself.

A proper letter has a number of advantages, not least that you have a paper trail of contact if you later need to bring in the ombudsman or get debt collectors off your back. In addition you can clearly organise your thoughts, head it COMPLAINT and send to the Complaints Team.