nPower won't send me a bill

allydowd

nPower_company_representative wrote: »

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

Complaint is still ongoing. I've now escalated it to Step 2. And when I click on the link to your Profile Page I can't contact you it just says:

Whoops! Sorry, you've landed on a page that doesn't exist.


Not very impressed with your Company Rep, nPower.

n00dles71

I'm in a similar boat too with them. They had managed to get over £500 ahead by helping themselves to more money than they should have been. I moved house, gave them the readings, got the final bill and got my refund. Stupid me did not cancel the direct debit after I received the refund and assumed my account was closed.


Account closed 7/6/2013
Refund 7/6/2013 £597.89 (made it into bank 3 days later)
Final Bill 7/6/2013 £235.01 (actual readings)

Since the account was closed the following activity started occurring from nearly a month afterwards and further payment taken;

28/6/2013 Payment £188.38
02/7/2013 Payment £188.38
02/7/2013 Bill £914.20 (estimated readings)
02/7/2013 Final Bill £235.01 (estimated readings)
02/7/2013 Transfer £105.61
02/7/2013 Bill reversal £235.01
02/7/2013 Bill reversal £914.28
02/7/2013 Transfer £105.61
05/7/2013 Refund £0.08
15/8/2013 Final Bill £1544.49 (estimated readings)
15/8/2013 Bill reversal £235.01
15/8/2013 Bill reversal £406.07
15/8/2013 Bill reversal £914.20

Currently £10.79 in credit.

I've asked so many times now for them to please help me understand what has happened here by accounting for the extra usage as on an invoice/bill measured in standing charge per day/kilowatt hours used (actual readings versus estimates). I don't think I am being unreasonable but so far to date am yet to see from them where the usage can be tracked back to a reading and therefore able to be broken down into a per unit charge.

You are definitely not alone in them being unable to produce a bill correctly. According to the complaints team the accounts system has recently been migrated to another so any previous history I have with them is only available in "raw" format and cannot be used to produce a bill.

ic451uk

nPower_company_representative wrote: »

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

Adam,

I have just received my bill; it did take 2 goes to get everything sorted to my satisfaction, but it does now seem to all correct. I'm glad to have it sorted, as my direct debit payment was woefully below what was needed.

Thanks for your help in getting this resolved.

IC

allydowd

Finally got my bill today.