NPower billing disaster.

Graham44_2

My wife and I switched to Npower 6 years ago using a comparison web site,good communication, easy to do and really reasonable quote. We supplied meterreadings on a duel fuel basis and received a quote and dd of £60.00 combined.At this point we wrote to npower and expressed our concerns. We have suppliedmeter readings when required, had numerous meter reading taken but no change tothe dd amount. In 2009 we received a letter stating we had overpaid and shouldreceive a repayment of £1200.00 so could we send additional readings! We thenreceived a letter two weeks later stating we owed £3400.00. It took my wifeover 18 months trying to understand why this had happened, how we couldresolve. We had to make 37 phone calls and 11 letters to get an answer, we hadto cancel our dd when they informed us they would take £2400.00 in one monthhowever finally agreed a repayment plan over 2 years, and then they failed totake the payment, letters of court action, bailiffs arriving on our door,incorrect phone numbers and nobody who could make a decision to resolve. Theynever phone when they claim they have or state they will, total lies on voicemails that were never left, never respond to e-mails and rarely letters. We atour wits end and worried to death that our debt is getting worse by the month,any advice?

Wywth

Graham44 wrote: »

...any advice?

We've been waiting for the sun to come out for what seems like a year now. Now it's here, is this all you can think to do to pass the time? Don't waste the opportunity - it'll be winter again before you know it.

DirectDebacle

Graham44 wrote: »

......finally agreed a repayment plan over 2 years, and then they failed totake the payment, letters of court action, bailiffs arriving on our door,incorrect phone numbers and nobody who could make a decision to resolve......

What is the state of the account now? Have you put the money you agreed to pay on one side?

Have or when did you make a formal complaint to npower and what was their response? If you haven't made a complaint then make one immediately.

In order for anyone to be able to assist you then your bills from when you joined them to date are vital. If you don't have them then you need to obtain them from npower.

Something has gone wrong and most of the answers will be found in the bills and DD payment record.

Welcome to MSE.

We've been waiting for the sun to come out for what seems like a year now. Now
it's here, is this all you can think to do to pass the time? Don't waste the
opportunity - it'll be winter again before you know it.

Would expect better than this especially from someone who admonishes other posters on not following MSE rules.

Wywth

DirectDebacle wrote: »

...Would expect better than this especially from someone who admonishes other posters on not following MSE rules.

I treat as I find

dogshome

Hi Graham44 - I find the your post something of a puzzle - The usual queries about debt come from the uneducated in the ways of Utility Co's, or those who have just buried their heads in the sand - but with your written query on D/D values when the account started, you seem to be up to speed on Utility bills.

Over the 6 years you would have had at least 12 bills from n'power - were these all issued on ESTIMATED readings that did not reflect you actual useage and costs, and showed only small Credit/Debit balances? - The reason I ask is that n'power have a duty to produce clear & accurate billing, and if they have failed to do this you could well have a case under the 12month back-billing agreement that would wipe out a huge amount of your debt

good_advice

Love a good story but think it is spam also

nPower

Graham44 wrote: »

My wife and I switched to Npower 6 years ago using a comparison web site,good communication, easy to do and really reasonable quote. We supplied meterreadings on a duel fuel basis and received a quote and dd of £60.00 combined.At this point we wrote to npower and expressed our concerns. We have suppliedmeter readings when required, had numerous meter reading taken but no change tothe dd amount. In 2009 we received a letter stating we had overpaid and shouldreceive a repayment of £1200.00 so could we send additional readings! We thenreceived a letter two weeks later stating we owed £3400.00. It took my wifeover 18 months trying to understand why this had happened, how we couldresolve. We had to make 37 phone calls and 11 letters to get an answer, we hadto cancel our dd when they informed us they would take £2400.00 in one monthhowever finally agreed a repayment plan over 2 years, and then they failed totake the payment, letters of court action, bailiffs arriving on our door,incorrect phone numbers and nobody who could make a decision to resolve. Theynever phone when they claim they have or state they will, total lies on voicemails that were never left, never respond to e-mails and rarely letters. We atour wits end and worried to death that our debt is getting worse by the month,any advice?

Hi Graham44,

Would you like me to take a look into your account and see if there's anything more we can do to help?

You don't mention whether your bills were previously estimated or not? Or what your payment plan is now and whether this is just for on going energy use or to cover some of the outstanding balance too?

If you can send me an email, I'd be more than happy to have a look. My contact details are here: http://forums.moneysavingexpert.com/member.php?u=799997&tab=aboutme&simple=1

Best wishes,

Adam