N Power fail

Fed_up_and_annoyed

N Power had not sent us our quarterly bill so we called up to request they send it for them to send us a estimate that was ridiculously high in mid March. After giving them meter readings they advised us they would send us a bill in28 days which I thought was a ridiculous amount of time considering they have the exact readings.

We are still waiting for that bill and when we called 10 days ago they advised us they don't know when they will send us a bill because a billing block has been placed on our account on 25 March due to their new billing system not working properly. No one contacted us to inform us that the bill we requested would not be coming as advised, they waited until we contacted them to complain about no bill being received.

We are due to move out if our rented accomadation at the end of June and as part of our contracts we are expected to have our bills paid up within 10 days otherwise we lose our deposits. N Power don't seem to care about this or how having a bill covering from December until May might be very inconvenient to us when we requested our bills to be quarterly. It's disgusting that they have not resolved a billing complaint from 14 March, which they admit that their system is at fault and still have no idea when they would resolve this and produce a bill.

Their level of service is shockingly pathetic. I have contacted the ombudsman but they have a eight week window to resolve complaints, does anyone have any advice how I can try and get this resolved before we move out?

zerog

if there is no bill I don't see how the landlord can withhold your deposit. You've paid everything npower has asked for

DragonQ

If you talk to your landlord (s)he will probably understand - most landlords are reasonable people, funnily enough. Also, that seems like an unfair clause to begin with if it's in your contract. If it's not in your contract then I doubt the landlord could prevent you getting your deposit back anyway, since they're held in third-party accounts these days (legal requirement).

Fed_up_and_annoyed

It's definitely a written clause in my contract and unfortunately my landlady is type who has left us without fire alarms for the last three months despite it being a legal requirement for the type of property we live in so I don't hold out much hope for her being reasonable, my best bet is that she's too lazy to even try to take any of our deposit.

Fed_up_and_annoyed

In regards to 'Zerog', when it comes to providing proof bills are paid for landlords require a statement from the company advising your balance is zero and your account has been closed or a final bill with proof you have paid it which we can't do if they won't provide us with any bill whatsoever!

nPower

Fed_up_and_annoyed wrote: »

N Power had not sent us our quarterly bill so we called up to request they send it for them to send us a estimate that was ridiculously high in mid March. After giving them meter readings they advised us they would send us a bill in28 days which I thought was a ridiculous amount of time considering they have the exact readings.

We are still waiting for that bill and when we called 10 days ago they advised us they don't know when they will send us a bill because a billing block has been placed on our account on 25 March due to their new billing system not working properly. No one contacted us to inform us that the bill we requested would not be coming as advised, they waited until we contacted them to complain about no bill being received.

We are due to move out if our rented accomadation at the end of June and as part of our contracts we are expected to have our bills paid up within 10 days otherwise we lose our deposits. N Power don't seem to care about this or how having a bill covering from December until May might be very inconvenient to us when we requested our bills to be quarterly. It's disgusting that they have not resolved a billing complaint from 14 March, which they admit that their system is at fault and still have no idea when they would resolve this and produce a bill.

Their level of service is shockingly pathetic. I have contacted the ombudsman but they have a eight week window to resolve complaints, does anyone have any advice how I can try and get this resolved before we move out?

Hi Fed up and annoyed,

I'm really sorry to hear about the problems you've been having getting an up to date bill - this really shouldn't be taking this long.

Please could you pop me over an email with your details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I can take a look at this for you?

Many thanks,

Adam

undaunted

I'd suggest calculating what you believe to be due based on the readings & last bills, pay that and if the land lord still gets difficult sue her for your deposit back if you have to.

As to Npower I would suggest your best line of attack is make sure they don't get the opportunity to supply you in your next property. Hitting them in the pocket is the only language they'll ever understand - as you rightly say their service is abysmal & has been for years.

Fed_up_and_annoyed

Hi Adam,

I have sent a email as you requested, hopefully you will bother to reply unlike the team leader who I spoke to yesterday who advised me she would call me back today about the problem but didn't.

nPower

Fed_up_and_annoyed wrote: »

Hi Adam,

I have sent a email as you requested, hopefully you will bother to reply unlike the team leader who I spoke to yesterday who advised me she would call me back today about the problem but didn't.

Hi Fed up and annoyed,

I received your email this morning and responded to you.

I also understand that you have now spoken to my colleague in Executive Complaints and this is being sorted for you?

Let me know if you need anything else.

Adam

Fed_up_and_annoyed

No one has called me. The executive complaints department have sent me a letter saying a complaint has been made and nothing else so nothing else other than what you advised me has happened.

Fluffy69_2

Sorry to see you're suffering with npower too. I haven't had a proper bill since January 2012 when the account was moved onto their new system. Despite complaints lodged at executive complaints and assurances the problem was sorted, I still haven't had a bill. Executive complaints have raised manual bills when I keep on at them. My online account summary looks interesting as automated bills are raised and then refunded. I'd love to know if they manage to sort you out.