NPower Pathetic Service.

shaftingham

I was on the go-fix8 tariff for 14 months until Feb13 this year, when I switched to Scottish power. The switch went okay, and we are on SP now. The problem lies with final bill from NPower. We made 13 direct debits and if you are familiar with gofix8 if you made 12 monthly DD's you would be credited on the next bill hence with £100.
We have yet to receive it. We rang them 2 weeks ago as only the final Gas bill had been generated. 3 days ago we had the final electricity bill generated and needless to say the £100 is missing. We have a bill for 107 and it should be 7. We were clearly told when we rang them that the final bill generated after our switch would be the one it gets credited to.
E-mailing them is a waste of time, as they promise a reply in '8 working days' - pathetic.
So, we have filled in their online complaint form, which comes with a pdf of 'complaint action and procedures'. Included is a reponse in a couple of days. We have waited a week, updating the same complaint form daily and have had only automated responses. No human acknowledgement, no phone call. B-all.

The cheeky gits have told us they are collecting the 107 by DD on April 3. Are they hell. I cancelled the DD. I have told them on their complaint form that we are not paying the 107 until the bill is amended according to our old contract. It is as a result presently in dispute therefore we told them they cannot pass it on to a third party for collection. Maybe that's premature, but I know how these things can snowball when you deal with incompetents.

Any one else had an issue like this? We switch every 12-18 months, and have never had nonsense like this. Npower have turned a simple action into a convoluted and frustrating nonsense.

Never again will we use NPower.

Fire_Fox

Write a paper letter to the Complaints Team, enclose a cheque for the £7 you owe, send it recorded delivery. Don't risk that being passed for collection, you can have charges added or your credit files affected and it could take ages to get that resolved. Don't deal with complaints or problematic situations by telephone, you have no record of what was said or agreed.

shaftingham

Fire_Fox wrote: »

Write a paper letter to the Complaints Team, enclose a cheque for the £7 you owe, send it recorded delivery. Don't risk that being passed for collection, you can have charges added or your credit files affected and it could take ages to get that resolved. Don't deal with complaints or problematic situations by telephone, you have no record of what was said or agreed.

Yes, that seems good advice. If the matter is in dispute they are forbidden by law to pass it on anyway. If they do we could seek recompense via the CC system.
Still no reply today. A bunch of cowboys.

chanz4

you really think they would pass it to a dca for that, doubt it

shaftingham

chanz4 wrote: »

you really think they would pass it to a dca for that, doubt it

No, if you check the OP, they are billing me for 107, but it should be 7.
They have failed to credit my £100 discount due after the 12th. DD.
:mad:

PS. Today we got an e-mail pointing out we had cancelled the DD! Funny how they get in touch when it's their money they are concerned about. I still haven't had a response to my complaint. Ofgen here we come. If only they had a rep on here.

shaftingham

I have escalated to level 2 now, the 'Executive Complaints' service. I actually got a response, but still no resolution or contact since a week ago when I initiated it. N-power CS sucks big time. The issue is so simple yet has now dragged on for 5 weeks.

Fire_Fox

Once you hit eight weeks from raising a formal complaint you can go to the ombudsman.

shaftingham

Yes, I'm aware of the 8-weeks timetable, but fortunately the 'Executive Complaints' team got back to me a week later and have amended the bill, which has now been paid. It transpired that the amount had been credited EARLY contrary to what I was told on the phone (that it would be credited on the final bill.)
With this in mind we were looking forward not back, hence didn't see it. It was also split between the gas and electric accounts, whereas we were told it would go on the final electric bill.
We had a correct bill as it turns out, but due to the delays and lack of replies in our queries, the team gave us a compensatory credit which reduced the final amount, so all done and dusted now.
Our enquiry was based on false information given, hence we didn't check the previous online bills. The slow response times were bad though.
Resolved now, thanks to those who took an interest.:T