nPower won't send me a bill

allydowd

Switched from Scottish Gas to nPower on Price Protector Tariff Dec 2012/Jan 2013 for electricity and gas and have had nothing but trouble since. I pay £100/month by Direct Debit. So I've given nPower £500 since I joined and they still won't tell me if this is anywhere near the right amount. For all I know I could be hundreds of pounds in debt or hundreds in credit.

Their account opening letter said I'd get a bill after one month this didn't arrive.

I was due an online nPower bill 23 June 2013 so I called to asked where it was. Was told that they hadn't sent it as there wasn't recent meter readings. Supplied these readings, again. They told me 10 working days and I would get the bill. They didn't mention any blocks on the account.

Called nPower today, weeks later, and was told that I can't have my bill as my account is blocked because Scottish Gas are contesting the meter readings they seem to think I've used less than I have! I have settled my bills with Scottish Gas. I will "just have to wait until it's unblocked, it shouldn't be too much longer". Over the last six months I've been told the account is "blocked" and then "unblocked" and then "blocked" in a never ending circle and my mobile credit is being used up by repeated calls to these two suppliers.

I said I wanted to leave nPower, but of course I can't do this because I can't have a final bill because my account is blocked.

All I want is my nPower bill. Someone help me, please? nPower Company Rep? Anyone?

chanz4

enter a read online and it will bill

paulmawson

Hello allydowd...

It sounds like nPower are currently billing you on their standard estimated billing, this is common with most domestic suppliers.

In order to receive accurate billing you must submit regular meter reads to nPower and that is the only way that you will receive accurate bills.

If I was in your position, what I would do would be to look at your usage and note it down at least once a week, and then put the usage against the rates that you have agreed with nPower (remember to add the standing charge onto it).

(Text removed by MSE Forum Team)

Hope this helped a little,

Paul

Richie-from-the-Boro

HiYa paulmawson,

Welcome to the forum, your help and advice is welcome, particularly if people ask you their questions in full view .. .. and your answers are here in full view, for the forum as a whole to share and benefit from.

Wywth

allydowd wrote: »

Switched from Scottish Gas to nPower on Price Protector Tariff Dec 2012/Jan 2013 for electricity and gas and have had nothing but trouble since. I pay £100/month by Direct Debit. So I've given nPower £500 since I joined and they still won't tell me if this is anywhere near the right amount. For all I know I could be hundreds of pounds in debt or hundreds in credit.

Their account opening letter said I'd get a bill after one month this didn't arrive.

I suggest you follow the supplier's complaint procedure
http://www.npower.com/idc/groups/wcms_content/@wcms/@busi/documents/digitalassets/puttingthingsright100108.pdf

allydowd wrote: »

I was due an online nPower bill 23 June 2013 so I called to asked where it was. Was told that they hadn't sent it as there wasn't recent meter readings. Supplied these readings, again. They told me 10 working days and I would get the bill. They didn't mention any blocks on the account.

Called nPower today, weeks later, and was told that I can't have my bill as my account is blocked because Scottish Gas are contesting the meter readings they seem to think I've used less than I have! I have settled my bills with Scottish Gas. I will "just have to wait until it's unblocked, it shouldn't be too much longer". Over the last six months I've been told the account is "blocked" and then "unblocked" and then "blocked" in a never ending circle and my mobile credit is being used up by repeated calls to these two suppliers.

I said I wanted to leave nPower, but of course I can't do this because I can't have a final bill because my account is blocked.

All I want is my nPower bill. Someone help me, please? nPower Company Rep? Anyone?

Ah, so they can't bill you yet as your old supplier is currently disputing your final meter readings?
In which case your beef is propably with Scottish Gas
http://www.britishgas.co.uk/help-and-advice/contactus-personal-details/complaints/gas-electricity.html

This shouldn't prevent you switching supplier again.

allydowd

chanz4 wrote: »

enter a read online and it will bill

Thank-you,

I've entered readings online, regularly and recently. Hasn't generated a bill.

allydowd

paulmawson wrote: »

In order to receive accurate billing you must submit regular meter reads to nPower and that is the only way that you will receive accurate bills.

Paul

Thank-you, I have been doing this.

allydowd

Wywth wrote: »

I suggest you follow the supplier's complaint procedure
http://www.npower.com/idc/groups/wcms_content/@wcms/@busi/documents/digitalassets/puttingthingsright100108.pdf


Ah, so they can't bill you yet as your old supplier is currently disputing your final meter readings?
In which case your beef is propably with Scottish Gas
http://www.britishgas.co.uk/help-and-advice/contactus-personal-details/complaints/gas-electricity.html

This shouldn't prevent you switching supplier again.

Thanks, really appreciate your effort.:D

Just called nPower Complaints on 0330 100 8628 and they are promising to give me a bill by tomorrow.

nPower

allydowd wrote: »

Switched from Scottish Gas to nPower on Price Protector Tariff Dec 2012/Jan 2013 for electricity and gas and have had nothing but trouble since. I pay £100/month by Direct Debit. So I've given nPower £500 since I joined and they still won't tell me if this is anywhere near the right amount. For all I know I could be hundreds of pounds in debt or hundreds in credit.

Their account opening letter said I'd get a bill after one month this didn't arrive.

I was due an online nPower bill 23 June 2013 so I called to asked where it was. Was told that they hadn't sent it as there wasn't recent meter readings. Supplied these readings, again. They told me 10 working days and I would get the bill. They didn't mention any blocks on the account.

Called nPower today, weeks later, and was told that I can't have my bill as my account is blocked because Scottish Gas are contesting the meter readings they seem to think I've used less than I have! I have settled my bills with Scottish Gas. I will "just have to wait until it's unblocked, it shouldn't be too much longer". Over the last six months I've been told the account is "blocked" and then "unblocked" and then "blocked" in a never ending circle and my mobile credit is being used up by repeated calls to these two suppliers.

I said I wanted to leave nPower, but of course I can't do this because I can't have a final bill because my account is blocked.

All I want is my nPower bill. Someone help me, please? nPower Company Rep? Anyone?

Hi allydowd,

I'm here and would like to help you with this. Please can you send me your details in an email (address is on my profile page) and I can speak to the complaints team direct.

Many thanks,

Adam

ic451uk

I switched to npower for my gas in December 2012. I've been paying my monthly direct debit and providing readings regular as clockwork, despite the fact that npower keep cancelling my online access to my account, and I have to keep asking them to reactivate it. Fortunately, they've now found the problem; my user id was less than 6 characters long, and apparently that isn't allowed. So this time, I've got a new user id for the online system.

So I've managed to log in because I suddenly realised I haven't had a bill yet, having been supplied by npower for 8 months. There's a handy feature on the npower website, telling you when your next bill is due, and it says that my next (i.e. first) bill is due in January 2014. Coincidentally, this is about when the fixed-term deal I'm on runs out. So there we have it - npower's policy is only to bill customers every 13 months or so.

Phoning the very helpful but utterly baffled chap at the npower call centre, he agreed that I shouldn't be waiting 13 months for my first bill, and hit the buttons on the system to generate a bill. "Computer says no!" - a bill cannot be generated on this account, it needs referring to a specialist team. Call centre chap fires off appropriate emails / workflows, and advises me that it shouldn't take more than a month...

I won't be holding my breath!

IC

nPower

ic451uk wrote: »

I switched to npower for my gas in December 2012. I've been paying my monthly direct debit and providing readings regular as clockwork, despite the fact that npower keep cancelling my online access to my account, and I have to keep asking them to reactivate it. Fortunately, they've now found the problem; my user id was less than 6 characters long, and apparently that isn't allowed. So this time, I've got a new user id for the online system.

So I've managed to log in because I suddenly realised I haven't had a bill yet, having been supplied by npower for 8 months. There's a handy feature on the npower website, telling you when your next bill is due, and it says that my next (i.e. first) bill is due in January 2014. Coincidentally, this is about when the fixed-term deal I'm on runs out. So there we have it - npower's policy is only to bill customers every 13 months or so.

Phoning the very helpful but utterly baffled chap at the npower call centre, he agreed that I shouldn't be waiting 13 months for my first bill, and hit the buttons on the system to generate a bill. "Computer says no!" - a bill cannot be generated on this account, it needs referring to a specialist team. Call centre chap fires off appropriate emails / workflows, and advises me that it shouldn't take more than a month...

I won't be holding my breath!

IC

Hi ic451uk,

I was concerned to read that you haven't had a bill since joining npower - it shouldn't be taking this long. I'm also sorry for the issues you had with your online account but, glad to see that these are now resolved.

Please could you email me (address is on my profile page) your account details so I can see what's happening with your bill?

Kind regards,

Adam