Npower – beware of these mendacious chisellers

Will_d

I’m writing this post to warn others, if they weren’t already aware, of the dangers of dealing with Npower.



I left Npower in early February for another energy provider to save money. On the date of leaving, my account was approximately £200 in credit, but my final gas bill (which is not expected to exceed £150) was yet to be deducted. Thus, I expected to receive a small refund. As of today, however, I still haven’t received my final gas bill. Consequently, I still haven’t been refunded, either.



Throughout February and March, I rang Npower to check on the progress of my final bill. I was informed that the company was legally entitled to take several weeks to draw up an invoice, but that I should leave my direct debit set up for the eventual remission of my account’s surplus. Dutifully, I followed their instructions. I was assured that everything was being done to expedite the matter’s resolution, and that by the end of April, at the very latest, the issue would be settled. Naively, I accepted that assurance and didn’t pick up the phone again for almost amonth.



After running out of patience, today I called Npower to remind them that they had taken 52 working days so far – 52 – to process my final bill and issue me with a refund. Incredibly, I was informed that the company had been unable to obtain confirmation of my final metrer eadings; but they never told me this in the course of all of my previous calls. I pressed the gentlemen on the phone for a more satisfactory explanation for the delay, so he decided to go online and retrieve my final readings. This took him five minutes.



To my disbelief, I was then told that my final bill (and refund) would be ready within 30 days. That’s in addition to the 52 working days they’ve already had. It defies credulity that nobody would have shown a modicum of initiative to procure the final readings before today. I suspect that those on high ordered my case – and thousands of others like it – to be left alone, unresolved.



It is inconceivable that nobody at the company considered actively obtaining thenecessary information unless it was company policy to cling on to unrefunded monies for dear life. The longer it takes to ‘process’ a final bill, the longer Npower can hold on to other people’s cash. If these de facto creditors forget all about the refunds they’re owed, too bad. It’s a pity for them, but more unearned profit for the company.



Would I have been accorded three months’ grace had I owed Npower money? Unlikely.

chanz4

yeah as an invoice has to be 28 days before they can chase it

parcival

Yes, as you may have gathered from reading this forum, Npower are a total joke. For one of the UK's largest companies to behave in a totally inept fashion is a joke.

We are in the process of leaving them - fortunately we will owe them some money rather than the other way around.

Some people say the problem is down to a new system they have put in..............

If it was up to me I would revoke their licence to be able to provide gas / electricity. It is simply not right that customers should have to go through this level of hassle.

Rant over....

joncombe

I'm still awaiting my final bill from NPower. The most recent bill they sent me last week doesn't even add up. I don't hold out much hope they will get it right :-(

nPower

Will_d wrote: »

I’m writing this post to warn others, if they weren’t already aware, of the dangers of dealing with Npower.



I left Npower in early February for another energy provider to save money. On the date of leaving, my account was approximately £200 in credit, but my final gas bill (which is not expected to exceed £150) was yet to be deducted. Thus, I expected to receive a small refund. As of today, however, I still haven’t received my final gas bill. Consequently, I still haven’t been refunded, either.



Throughout February and March, I rang Npower to check on the progress of my final bill. I was informed that the company was legally entitled to take several weeks to draw up an invoice, but that I should leave my direct debit set up for the eventual remission of my account’s surplus. Dutifully, I followed their instructions. I was assured that everything was being done to expedite the matter’s resolution, and that by the end of April, at the very latest, the issue would be settled. Naively, I accepted that assurance and didn’t pick up the phone again for almost amonth.



After running out of patience, today I called Npower to remind them that they had taken 52 working days so far – 52 – to process my final bill and issue me with a refund. Incredibly, I was informed that the company had been unable to obtain confirmation of my final metrer eadings; but they never told me this in the course of all of my previous calls. I pressed the gentlemen on the phone for a more satisfactory explanation for the delay, so he decided to go online and retrieve my final readings. This took him five minutes.



To my disbelief, I was then told that my final bill (and refund) would be ready within 30 days. That’s in addition to the 52 working days they’ve already had. It defies credulity that nobody would have shown a modicum of initiative to procure the final readings before today. I suspect that those on high ordered my case – and thousands of others like it – to be left alone, unresolved.



It is inconceivable that nobody at the company considered actively obtaining thenecessary information unless it was company policy to cling on to unrefunded monies for dear life. The longer it takes to ‘process’ a final bill, the longer Npower can hold on to other people’s cash. If these de facto creditors forget all about the refunds they’re owed, too bad. It’s a pity for them, but more unearned profit for the company.



Would I have been accorded three months’ grace had I owed Npower money? Unlikely.

Hi Will d,

I'm really sorry to hear about the delays you've been having with getting your final bill and possible refund.

Could you pop me over your details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I can see what's happening and get this chased up ASAP for you?

Many thanks,

Adam