Npower CSR blamed Ofgem

scaredofdebt

pencekeeper wrote: »

Hi Leigh

Unfortunately despite calling Npower again, they steadfastly refuse to base DDs on 12 months rather insisting on a high winter and low summer DD. The CSR stated this is was company policy. No matter how I explained what they said on their own webpage, your response above and the fact I was at my annual review the CSR sais she couldn't let me go into debit.

I asked to take this further and the CSR explained her manager could not overrule this nor could the manager's manager. I asked for a note of dissatisfaction to be placed on my account and was told I could not speak to anyone else regarding the complaint.

This is rubbish, it's a Monthly FIXED Direct Debit, in other words in the ideal world the amount should be the same every month. In other words it's calculated over a whole year to be the same amount.

The reality is with price rises and changes in consumption the amount WILL vary but the figures given are still supposed to be based on a whole year's consumption.

It doesn't help when nPower's system (SAP) cannot work out the figures reliably though.

If you really want to escalate it you can contact Gareth Pickles via LinkedIn as he is on there and CEO of nPower.

Cardew

scaredofdebt wrote: »

This is rubbish, it's a Monthly FIXED Direct Debit, in other words in the ideal world the amount should be the same every month. In other words it's calculated over a whole year to be the same amount.

I believe we all sign a 'Monthly VARIABLE Direct Debit mandate' with Utility companies.


The companies can charge what they feel is necessary; with the important proviso that they must inform the customer xx days in advance of any impending change.


As you say, in an ideal world it should be 12 equal payments each year. However that depends on:


A. That the company's initial estimate of the DD level was accurate.


B. That there was no change in predicted consumption. - and that is often a factor governed by the weather.


C. That there has been no change in prices(doesn't apply with a fixed price tariff)

pencekeeper

scaredofdebt wrote: »

This is rubbish, it's a Monthly FIXED Direct Debit, in other words in the ideal world the amount should be the same every month. In other words it's calculated over a whole year to be the same amount.

The reality is with price rises and changes in consumption the amount WILL vary but the figures given are still supposed to be based on a whole year's consumption.

This is exactly the issue.

I clearly and reasonably knowledgably spoke to 2 different CSRs at some length on this issue and both said there had to be a high winter and low summer DD amount. One of them said this was due the Ofgem (the other did not but said it was Company Policy which she couldn't overrule). There was no ambiguity on this point from them. This has never been a problem in previous years when I have been in credit and asked for a refund on my anniversary day at the end of November, zeroing my balance.

Yet Npower's website and Leigh from Npower (who I emailled yesterday as she invited) a few posts above clearly state this should be based on 12 months forecast with a mid term review to keep things on track (June for me).

No one has responded to my email of 11 days ago to Npower CS asking for a clear statement of Company Policy.

However you look at this and whatever the true policy this clearly isn't right. I will post when I hear back from the email I sent yesterday to the address Leigh detailed.