Npower Problems In Spite of Phone Calls

[Deleted User]

In the beginning of 2012 I transferred my gas and electric to Npower on the promise that I could change from pay meters to credit meters. The electricity was transferred pretty quickly, and eventually the gas. After three months I changed supplier again because Npower was a lot more expensive than the comparison sites implied, Npower couldn't offer a fixed tariff at the time I really wanted one (which stunned me lol), and they let me down on a number of other things.

I was told by my present supplier that any outstanding balances would be forwarded to me. There was some confusion about a meter serial number for some time (my present supplier was given the wrong one). When I phoned I couldn't get a straight answer from anyone as to what was owed. There was a lot of confusion.

Then a couple of days ago I received a phone call out of the blue from Buchannan Clark and Wells saying I owed Npower £273. I had problems understanding the lady on the phone (very strong glaswegian accent) and she became quite irritated when I kept asking her to repeat herself. She said she would send a letter in the end. They have sent a letter saying I owe £253 for the debt and £88.55 in admin costs which is VERY annoying for a bill I didn't even know about. I swear I have received nothing in the post before this.

I then phoned Npower, spent TWO hours being passed from one department to another (some of it my fault but not a lot of it) trying to find out what was going on.., how I could owe this money (and because of the meter confusion not at all sure what I owed and how accurate their view on what I owed was). I was told they had changed over 'systems' meanwhile, and my account was on the old system. I was told someone would call me back from the complaints department. I didn't ask to make a complaint but they put me through there anyway.., I just wanted to understand what was going on and where they drew the amount owing from (? the wrong meter). I was very very civil in spite of the confusion and lack of useful help provided.

No one has phoned back.., I can't face another two hours on the phone repeating my story over and over again. What do I do now? I'm not at all sure i owe this money, and don't understand why Npower didn't contact me before transferring the case to a debt collector, who has put another third on the amount owing.

nPower

deannatrois wrote: »

In the beginning of 2012 I transferred my gas and electric to Npower on the promise that I could change from pay meters to credit meters. The electricity was transferred pretty quickly, and eventually the gas. After three months I changed supplier again because Npower was a lot more expensive than the comparison sites implied, Npower couldn't offer a fixed tariff at the time I really wanted one (which stunned me lol), and they let me down on a number of other things.

I was told by my present supplier that any outstanding balances would be forwarded to me. There was some confusion about a meter serial number for some time (my present supplier was given the wrong one). When I phoned I couldn't get a straight answer from anyone as to what was owed. There was a lot of confusion.

Then a couple of days ago I received a phone call out of the blue from Buchannan Clark and Wells saying I owed Npower £273. I had problems understanding the lady on the phone (very strong glaswegian accent) and she became quite irritated when I kept asking her to repeat herself. She said she would send a letter in the end. They have sent a letter saying I owe £253 for the debt and £88.55 in admin costs which is VERY annoying for a bill I didn't even know about. I swear I have received nothing in the post before this.

I then phoned Npower, spent TWO hours being passed from one department to another (some of it my fault but not a lot of it) trying to find out what was going on.., how I could owe this money (and because of the meter confusion not at all sure what I owed and how accurate their view on what I owed was). I was told they had changed over 'systems' meanwhile, and my account was on the old system. I was told someone would call me back from the complaints department. I didn't ask to make a complaint but they put me through there anyway.., I just wanted to understand what was going on and where they drew the amount owing from (? the wrong meter). I was very very civil in spite of the confusion and lack of useful help provided.

No one has phoned back.., I can't face another two hours on the phone repeating my story over and over again. What do I do now? I'm not at all sure i owe this money, and don't understand why Npower didn't contact me before transferring the case to a debt collector, who has put another third on the amount owing.

Hi deannatrois,

I'm sorry to learn of the difficulties you experienced and that you decided to change supplier.

After issuing a final bill a number of reminder letters would be sent (usually over the course of a few months) before any balance that remains unpaid is referred to a third party collection agency. This course of action is a last resort.

If you would like me to take a look to make sure the correct procedures were followed and to get you an explanation on your charges please feel free to email me your details using the address on my profile page.

Thanks

Leigh