N Power NIghtmare

Kellyanne1981

We moved into this property nearly two years ago. The electric has been paid by direct debit all this time at nearly £80 a month

Husband and I were advised we were paying out far too much money and that the bill should be in the forties. We both work full time, so we only have tv on evenings and weekends, and the rest is just fridge freezer etc. our oven is gas! Now bearing in mind we realise we have been paying too much for nearly two years, we have asked for a bill several months ago. And we don't seem to be getting anywhere.


We are still waiting for the bill. And they refuse to pay us back the money owed to us until a bill is submitted. There representatives have been and taken meter readings.


We finally got to speak to someone a few days ago and they have said that they have changed computer systems and there is a code on the old account (previous householder) and they cannot access bills and they cannot issue anything...which doesn't help us


All we want is a refund of the money as it would be very useful right now as I am 30 weeks pregnant


How did you get any action from npower? All they seem to do is fob my husband off with pointless excuses. I don't care that system problems etc. this has been going on for months now and we are owed what I believe to be hundreds of pounds


Any assistance would be greatly appreciated. I'm sure they would b more responsive if we owed them all the money....ready to swap suppliers


Sorry for the rambling xx

Wywth

Kellyanne1981 wrote: »

We moved into this property nearly two years ago. The electric has been paid by direct debit all this time at nearly £80 a month

Husband and I were advised we were paying out far too much money and that the bill should be in the forties. We both work full time, so we only have tv on evenings and weekends, and the rest is just fridge freezer etc. our oven is gas! Now bearing in mind we realise we have been paying too much for nearly two years, we have asked for a bill several months ago. And we don't seem to be getting anywhere.


We are still waiting for the bill. And they refuse to pay us back the money owed to us until a bill is submitted. There representatives have been and taken meter readings.


We finally got to speak to someone a few days ago and they have said that they have changed computer systems and there is a code on the old account (previous householder) and they cannot access bills and they cannot issue anything...which doesn't help us


All we want is a refund of the money as it would be very useful right now as I am 30 weeks pregnant


How did you get any action from npower? All they seem to do is fob my husband off with pointless excuses. I don't care that system problems etc. this has been going on for months now and we are owed what I believe to be hundreds of pounds


Any assistance would be greatly appreciated. I'm sure they would b more responsive if we owed them all the money....ready to swap suppliers


Sorry for the rambling xx

I would suggest you follow the suppliers complaint procedure if you are unhappy with the results of a telephone call. Do this in writing.

Nothing to prevent you switching supplier if that is what you want to do, but I wouldn't unless it saves you money.
I don't think switching supplier will help you with the current issue.

chanz4

did yu give reads, either when moved in or after?

zerog

Who advised you that you were paying too much? Maybe they were wrong?

Email executive.complaints@npower.com

imimim

I moved from nPower on 4 Dec 2012, after they raised my monthly DD payments by a huge amount (I am a low user) and and refused to refund me or back down. Six months later, I am still waiting (after numerous calls, promises broken, complaints and "escalating") for an acknowledged refund due of £235. I am now looking at small claims court processes ... and, nPower forum monitor, don't bother to invite me to contact you: your company isn't at all bothered, just realise that.

dogshome

Hi Kellyanne - Are you saying that you have never had an Electricity bill from n'power since you moved in 2 years ago?

If so, WRITE to n'power heading the letter Complaint, this puts n'power on notice to resolve the problem within 56 days - If they don't you go to the Ombudsman.

There is also a "12 month back-billing" agreement that where a company has failed to issue a bill for more than a year, forbids them billing any useage earlier than the 12 months before the date they do actually issue a bill.

BUT - This may not apply as some companies have taken the view that the "12 month agreement" was initiated to prevent customers suffering 'Bill Shock' with very late billing, but if a customer has accrued a large credit with Direct Debit payments that wipes out the accumaulated debt, there is no 'Bill Shock' so the agreement won't be applied.

Wywth

imimim wrote: »

I moved from nPower on 4 Dec 2012, after they raised my monthly DD payments by a huge amount (I am a low user) and and refused to refund me or back down. Six months later, I am still waiting (after numerous calls, promises broken, complaints and "escalating") for an acknowledged refund due of £235. I am now looking at small claims court processes ... and, nPower forum monitor, don't bother to invite me to contact you: your company isn't at all bothered, just realise that.

You could have taken your complaint to the ombudsman if it was not resolved within 8 weeks

This avenue is still open to you and the ombudsman is free to use ... unlike the courts

Any court will want to see you have exhausted your attempts to resolve the matter out of court especially if you want to receive court costs in the event of winning such a claim. You don't seem to be exactly encouraging that by your statement "nPower forum monitor, don't bother to invite me to contact you:" :cool:

nPower

imimim wrote: »

I moved from nPower on 4 Dec 2012, after they raised my monthly DD payments by a huge amount (I am a low user) and and refused to refund me or back down. Six months later, I am still waiting (after numerous calls, promises broken, complaints and "escalating") for an acknowledged refund due of £235. I am now looking at small claims court processes ... and, nPower forum monitor, don't bother to invite me to contact you: your company isn't at all bothered, just realise that.

Good morning imimim,

Sorry to hear about the problems you've been having with your refund.

I know you've asked me not to get in touch but, I'm more than happy to take a look into your account and get this chased up for you?

My contact email is here: http://forums.moneysavingexpert.com/member.php?u=799997&tab=aboutme&simple=1 so if you'd like me to help out, just pop me the details.

Many thanks,

Adam

nPower

Kellyanne1981 wrote: »

We moved into this property nearly two years ago. The electric has been paid by direct debit all this time at nearly £80 a month

Husband and I were advised we were paying out far too much money and that the bill should be in the forties. We both work full time, so we only have tv on evenings and weekends, and the rest is just fridge freezer etc. our oven is gas! Now bearing in mind we realise we have been paying too much for nearly two years, we have asked for a bill several months ago. And we don't seem to be getting anywhere.


We are still waiting for the bill. And they refuse to pay us back the money owed to us until a bill is submitted. There representatives have been and taken meter readings.


We finally got to speak to someone a few days ago and they have said that they have changed computer systems and there is a code on the old account (previous householder) and they cannot access bills and they cannot issue anything...which doesn't help us


All we want is a refund of the money as it would be very useful right now as I am 30 weeks pregnant


How did you get any action from npower? All they seem to do is fob my husband off with pointless excuses. I don't care that system problems etc. this has been going on for months now and we are owed what I believe to be hundreds of pounds


Any assistance would be greatly appreciated. I'm sure they would b more responsive if we owed them all the money....ready to swap suppliers


Sorry for the rambling xx

Hi Kellyanne1981,

Have you had a bill from npower now, or the refund you've been chasing?

If there's anything you'd like me to help you with, please contact me on the email address here: http://forums.moneysavingexpert.com/member.php?u=799997&tab=aboutme&simple=1

Kind regards,

Adam