Leaving Npower credit problems

lordFSA

Used uswitch, found a cheaper quote with EDF so changed supplier. Final bill from NPower came through on the 10th of June saying Im in £213 credit and to expect the refund in a month. Nothing came through, so I decided to call them only to be told that the account is still in my ex-wife's name!

This account was set up when we were in a previous property and both our names were on the account. When we moved to the current address 3 years ago, both our names were still on. When she left 2 years ago, I called them up and they assured me they removed her name and changed the DD to my current account (previously was on the joint). Initially I still received bills in her name and when I queried this they said it was a mistake on their mail merge and I need not worry.



Heck, my name is there when I log on to the online account management system. I told them this and they don't understand why this is and it is something the webteam will have to look in to. I spoke to two people today who insist they cannot see my name and so cannot discuss the account with me.

Now I understand all the DPA legislation regarding this, but I fail to see how this has arisen when I was assured two years ago that the account is in my name. They say there is nothing they can do without her authorisation (which they fail to understand is impossible to do). I can't even register a complaint since they claim I'm not the account holder.

All they could tell me was the general information: 'expect refund one month from final bill'. I wouldn't have worried myself over this if it were not for the £213 credit and reading some threads on here about NPower being problematic with issuing refunds.

What do you guys advise I do in this situation? I can't be the only person to be facing this..... Many thanks.

dogshome

It's a pity that your advice to n'power regarding the accounts billing should now just be in your name, was given by phone and not in writing

However you did advise them (twice?) so WRITE to n'power heading the letter Complaint, listing as close as you can the dates you advised them of the change in circumstances

lordFSA

Oh rats, so that's where I went wrong. I phoned twice two years ago...once to change and once to query why I was still receiving bills in her name.

Do I need to send any proof that I'm the only one living here or any other documents?

dogshome

From your post it seems that at first the account was in your wife's name, it was then changed to joint names and later you changed it to just your name.

As since that last change you have had bills in your name only and the online account also shows only your name, n'power are just being difficult .
It's interesting that they are now only raising a query when there is a credit involved

WRITE that letter headed Complaint - With this n'power have to operate within a set of rules and resolve the matter in 56 days, if they don't you go to the Ombudsman who will charge n'power a few £100 just to examine the case

Wywth

lordFSA wrote: »

Used uswitch, found a cheaper quote with EDF so changed supplier. Final bill from NPower came through on the 10th of June saying Im in £213 credit and to expect the refund in a month. Nothing came through, so I decided to call them only to be told that the account is still in my ex-wife's name!

This account was set up when we were in a previous property and both our names were on the account. When we moved to the current address 3 years ago, both our names were still on. When she left 2 years ago, I called them up and they assured me they removed her name and changed the DD to my current account (previously was on the joint). Initially I still received bills in her name and when I queried this they said it was a mistake on their mail merge and I need not worry.



Heck, my name is there when I log on to the online account management system. I told them this and they don't understand why this is and it is something the webteam will have to look in to. I spoke to two people today who insist they cannot see my name and so cannot discuss the account with me.

Now I understand all the DPA legislation regarding this, but I fail to see how this has arisen when I was assured two years ago that the account is in my name. They say there is nothing they can do without her authorisation (which they fail to understand is impossible to do). I can't even register a complaint since they claim I'm not the account holder.

All they could tell me was the general information: 'expect refund one month from final bill'. I wouldn't have worried myself over this if it were not for the £213 credit and reading some threads on here about NPower being problematic with issuing refunds.

What do you guys advise I do in this situation? I can't be the only person to be facing this..... Many thanks.

nPower usually issue a cheque whilst you are on the phone to them, especially if they have already produced the final bill. (It can take about 7 days to actually arrive)

I can't understand why they need to wait a month.

However the cheque is issued in the name of the account holder. The account holder is the person(s) named on the bill

lordFSA

dogshome wrote: »

From your post it seems that at first the account was in your wife's name, it was then changed to joint names and later you changed it to just your name.

As since that last change you have had bills in your name only and the online account also shows only your name, n'power are just being difficult .
It's interesting that they are now only raising a query when there is a credit involved

WRITE that letter headed Complaint - With this n'power have to operate within a set of rules and resolve the matter in 56 days, if they don't you go to the Ombudsman who will charge n'power a few £100 just to examine the case

That's exactly it...it was put in joint name in our previous address about 4 years ago, then mine only 2 years ago. Will it weaken my complaint that I don't have the exact dates of my phonecalls to them?

Also, is this the right address:
email:
executive.complaints@npower.com
or write to:
Executive Complaints Team, npower,
PO Box 177, Houghton-le-Spring DH4 9AQ

lordFSA

Wywth wrote: »

nPower usually issue a cheque whilst you are on the phone to them, especially if they have already produced the final bill. (It can take about 7 days to actually arrive)

I can't understand why they need to wait a month.

However the cheque is issued in the name of the account holder. The account holder is the person(s) named on the bill

I hope they don't issue a cheque....the customer services rep i spoke to said if they have a direct debit on file, they issue it through that in the first instance...

Wywth

lordFSA wrote: »

I hope they don't issue a cheque....the customer services rep i spoke to said if they have a direct debit on file, they issue it through that in the first instance...

In which case it will go back to the account they used to collect the DD from

But they still won't discuss the matter with you if the energy account is solely in your ex-wife's name (at least not without her permission)

The bills/statements will indicate the name of the account holder(s)

The 'sorry you are leaving' letter also is addressed to the account holder(s) they have on file.

lordFSA

Wywth wrote: »

In which case it will go back to the account they used to collect the DD from

Just wasnt sure if that was true or if the CSA was trying to fob me off! I was planning on waiting and seeing if it appears in my account, but if they process the payment in her name with my account no, it wont go through...which means I have to do the complaint thing anyway.

nPower

lordFSA wrote: »

Used uswitch, found a cheaper quote with EDF so changed supplier. Final bill from NPower came through on the 10th of June saying Im in £213 credit and to expect the refund in a month. Nothing came through, so I decided to call them only to be told that the account is still in my ex-wife's name!

This account was set up when we were in a previous property and both our names were on the account. When we moved to the current address 3 years ago, both our names were still on. When she left 2 years ago, I called them up and they assured me they removed her name and changed the DD to my current account (previously was on the joint). Initially I still received bills in her name and when I queried this they said it was a mistake on their mail merge and I need not worry.



Heck, my name is there when I log on to the online account management system. I told them this and they don't understand why this is and it is something the webteam will have to look in to. I spoke to two people today who insist they cannot see my name and so cannot discuss the account with me.

Now I understand all the DPA legislation regarding this, but I fail to see how this has arisen when I was assured two years ago that the account is in my name. They say there is nothing they can do without her authorisation (which they fail to understand is impossible to do). I can't even register a complaint since they claim I'm not the account holder.

All they could tell me was the general information: 'expect refund one month from final bill'. I wouldn't have worried myself over this if it were not for the £213 credit and reading some threads on here about NPower being problematic with issuing refunds.

What do you guys advise I do in this situation? I can't be the only person to be facing this..... Many thanks.

Hi lordFSA,

I'd really like to take a look into this for you and see if we can get it all sorted and the refund sent to you.

Please can you email me (address is on my profile page) the account details and I'll get onto this right away?

Best wishes,

Adam

chanz4

They are likely to ask for a letter from theex