NPower online billing non exsistent

exclusive789

hI

I switched to Npower in December last year

I have never seen a bill from them (online billing)

I have given meter readings and have had a meter reader at the house

However Npower don't appear to have my first reading after switch over to them on moving into this property and certainly don't have the reading that the meter reader took from my gas meter in early May

My position now is I am switching suppliers because I just have no idea what is going on with these accounts and to be honest ,I am very worried about this non existent bill and readings situation

I have tried and tried for months to get this gas account sorted ,firstly, then the electricity account was not showing either.

I was told it was due to a technical fault on the web side

Then I was told it was a technical billing problem, however in 6 months I have been unable to resolve this issue

I have not seen any bill at all,(gas or electric) and Npower call centre staff said "well you wouldn't see a bill before 6 months we only bill you twice a year"

Previously I was told I would deffinately get a bill at the end of May and then next one would be in November

My worry now is how much I am going to owe

The amount I owe will not be helped by the 2 deductions from my balance that have been taken

£30 early exit fee for both the gas and electricity (£60 total)

I am absolutely astounded that they cannot sort these bills out and indeed not even take D/D for the gas until April (when they had the details and I kept asking them to implement the payments)on numerous occasions

Then within the space of 2 weeks they take these 2 payments and still I have no idea of any amounts for bills that I might owe

I had previously written to the ombudsman for help in sorting this situation

I have received an e-mail back asking me to sign the complaint form and send it back to them

I would like to ask if there is any point continuing with the complaint as I am now due to switch over to another company this week

I don't even know how Npower are going to finalise my account

I would have contacted Npower but that would be pointless as they are now not even responding to my messages and just pass me from one department to another until one of them assures me it will be dealt with, which it never has been

Sorry about the massive post ,but will I need to carry on with the complaint in the hands of the ombudsman or is it now just a waste of time

I really cannot see me getting a solution before I switch but I dread to think what these bills will amount

Especially as there have been price increases within this time frame and I am wondering how on earth are they going to work out which tariff applies , if as they say , they have no readings

Wywth

exclusive789 wrote: »

hI

I switched to Npower in December last year

I have never seen a bill from them (online billing)

I have given meter readings and have had a meter reader at the house

However Npower don't appear to have my first reading after switch over to them on moving into this property and certainly don't have the reading that the meter reader took from my gas meter in early May

My position now is I am switching suppliers because I just have no idea what is going on with these accounts and to be honest ,I am very worried about this non existent bill and readings situation

I have tried and tried for months to get this gas account sorted ,firstly, then the electricity account was not showing either.

I was told it was due to a technical fault on the web side

Then I was told it was a technical billing problem, however in 6 months I have been unable to resolve this issue

I have not seen any bill at all,(gas or electric) and Npower call centre staff said "well you wouldn't see a bill before 6 months we only bill you twice a year"

Previously I was told I would deffinately get a bill at the end of May and then next one would be in November

My worry now is how much I am going to owe

The amount I owe will not be helped by the 2 deductions from my balance that have been taken

£30 early exit fee for both the gas and electricity (£60 total)

I am absolutely astounded that they cannot sort these bills out and indeed not even take D/D for the gas until April (when they had the details and I kept asking them to implement the payments)on numerous occasions

Then within the space of 2 weeks they take these 2 payments and still I have no idea of any amounts for bills that I might owe

I had previously written to the ombudsman for help in sorting this situation

I have received an e-mail back asking me to sign the complaint form and send it back to them

I would like to ask if there is any point continuing with the complaint as I am now due to switch over to another company this week

I don't even know how Npower are going to finalise my account

I would have contacted Npower but that would be pointless as they are now not even responding to my messages and just pass me from one department to another until one of them assures me it will be dealt with, which it never has been

Sorry about the massive post ,but will I need to carry on with the complaint in the hands of the ombudsman or is it now just a waste of time

I really cannot see me getting a solution before I switch but I dread to think what these bills will amount

Especially as there have been price increases within this time frame and I am wondering how on earth are they going to work out which tariff applies , if as they say , they have no readings

Have you tried calling nPower?

The ombudsman won't help you (as you have found) until you complete the suppliers own complaints process.

exclusive789

Hi
I have lost count of the amount of times I have phoned NPower
over the last 5 months

I have been trying to get online accounts showing and sort out D/D payments for the last 5 out of 6 months I have been with Npower without any resolution to the problem

The situation was escalated to their complaints department twice , still had the same response from the complaints department

Technical issues or billing issues (no resolution)

NPower staff saying it will be resolved but couldn't tell me when (and never has been resolved)

The issues first surfaced over 5 month ago when I asked if my gas was actually switched over to them (as not showing online)later the electicity account stop showing as well

Also although they had my bank details and they were taking D/D for electricity from 28th January there were no D/D payments going out for my gas

Firstly saying they couldn't set up the direct debit because the account was not showing

Then finally started taking payments by D/D for the gas from 25th April after numerous calls asking them why no payment had been requested

I am still no nearer to getting a bill or getting to see my accounts online

The terms and conditions of my tariff were that I had to use online account management which I have been trying to do for 6 months

And I said they have taken £60 from my balance of my account for early exit fees and yet they still have not given me any reason why I am unable to access my accounts or see the readings that have been submitted

Wywth

exclusive789 wrote: »

Hi
I have lost count of the amount of times I have phoned NPower
over the last 5 months

I have been trying to get online accounts showing and sort out D/D payments for the last 5 out of 6 months I have been with Npower without any resolution to the problem

The situation was escalated to their complaints department twice , still had the same response from the complaints department

Technical issues or billing issues (no resolution)

NPower staff saying it will be resolved but couldn't tell me when (and never has been resolved)

The issues first surfaced over 5 month ago when I asked if my gas was actually switched over to them (as not showing online)later the electicity account stop showing as well

Also although they had my bank details and they were taking D/D for electricity from 28th January there were no D/D payments going out for my gas

Firstly saying they couldn't set up the direct debit because the account was not showing

Then finally started taking payments by D/D for the gas from 25th April after numerous calls asking them why no payment had been requested

I am still no nearer to getting a bill or getting to see my accounts online

The terms and conditions of my tariff were that I had to use online account management which I have been trying to do for 6 months

And I said they have taken £60 from my balance of my account for early exit fees and yet they still have not given me any reason why I am unable to access my accounts or see the readings that have been submitted

5 months? :eek:

You could have asked the ombudsman for help after 8 weeks. I don't understand why this is still ongoing. :huh:

I suggest you pop along to your local CAB with copies of all the information you have. I'm sure they will help you further

exclusive789

Hi
Thanks for your advice,

I just don't understand why I have no resolution

It's not like I have not tried , constantly

Will pop along to citizens advice tomorrow , see if they can help

Thanks again for reading my post and replying

nPower

exclusive789 wrote: »

hI

I switched to Npower in December last year

I have never seen a bill from them (online billing)

I have given meter readings and have had a meter reader at the house

However Npower don't appear to have my first reading after switch over to them on moving into this property and certainly don't have the reading that the meter reader took from my gas meter in early May

My position now is I am switching suppliers because I just have no idea what is going on with these accounts and to be honest ,I am very worried about this non existent bill and readings situation

I have tried and tried for months to get this gas account sorted ,firstly, then the electricity account was not showing either.

I was told it was due to a technical fault on the web side

Then I was told it was a technical billing problem, however in 6 months I have been unable to resolve this issue

I have not seen any bill at all,(gas or electric) and Npower call centre staff said "well you wouldn't see a bill before 6 months we only bill you twice a year"

Previously I was told I would deffinately get a bill at the end of May and then next one would be in November

My worry now is how much I am going to owe

The amount I owe will not be helped by the 2 deductions from my balance that have been taken

£30 early exit fee for both the gas and electricity (£60 total)

I am absolutely astounded that they cannot sort these bills out and indeed not even take D/D for the gas until April (when they had the details and I kept asking them to implement the payments)on numerous occasions

Then within the space of 2 weeks they take these 2 payments and still I have no idea of any amounts for bills that I might owe

I had previously written to the ombudsman for help in sorting this situation

I have received an e-mail back asking me to sign the complaint form and send it back to them

I would like to ask if there is any point continuing with the complaint as I am now due to switch over to another company this week

I don't even know how Npower are going to finalise my account

I would have contacted Npower but that would be pointless as they are now not even responding to my messages and just pass me from one department to another until one of them assures me it will be dealt with, which it never has been

Sorry about the massive post ,but will I need to carry on with the complaint in the hands of the ombudsman or is it now just a waste of time

I really cannot see me getting a solution before I switch but I dread to think what these bills will amount

Especially as there have been price increases within this time frame and I am wondering how on earth are they going to work out which tariff applies , if as they say , they have no readings

Hi exclusive789,

This doesn't sound very good and I'd really like to get this resolved for you.

Please can you send me your details in an email (address is on my profile page) and I can get onto this right away?

Kind regards,

Adam

zerog

They will probably waive the £60 charge as compensation so don't worry about that, there is not much you can do until they sort themselves out and produce a bill

exclusive789

Hi Adam

Sorry I didn't see this post until today, so I have e-mailed (I think)

Hope I used the right address

Thank-You for your reply and if you do not get my e-mail please let me know

Thanks again

cing0

The problems you see are common to all suppliers (not recording opening meter readings). This is compounded by issues npower have technically.
Your npower online account should tell you when your bills and meter readings are due.

Before you moved to npower, your old suppler will have closed your account with the (opening) meter reading you supplied (to npower). If not, you need to let your old supplier know.

You will have to take the hit on the early termination fee as it was your decision to move suppliers. The energy ombudsman will say that and (caveat, no experience as I've never taken a tariff with penalty clauses attached to it). If you bundle all your issues at the ombudsman, you will get less financial redress. I got 4 separate complaints out of npower for supply of 1 quarter.

As regards Ombudsman and the how long this process is .....
it takes 2 weeks to reply to your initial enquiry.
2 weeks to send you the form back to sign
8 weeks to be assigned to an investigation officer
2 weeks for a the officers report (provisional decision)
4 months+ for a final decision from an ombudsman.
(these figures are only for simple complaints).

So the whole complaint will take a year. No need to panic, just wait your turn. Don't bother with CAB, they probably have better things to do and there is a well defined process to sort out these issue out without using the courts. Since npower did not record meter readings (twice!) as it is legally obliged to, you need to bring this up with Ofgem as a breach of Standard conditions of supply licence, 21B.