closing npower a/c - how long is reasonable ?

Grimbal

I moved home on 3rd Dec, and called NPower with final readings on the 5th Dec. Since then there have been a couple of computer errors, and the usual fob off of "it will take 28 days to action"

How long is a "reasonable" length of time to wait for a supplier to close an account please ?

molerat

About 28 days

The problem is that NPower have taken calculating final bills, well any bill in fact, to a new level of incompetence. I suggest you WRITE a formal COMPLAINT asking for a final bill and then pass it on to the ombudsman whatever the outcome. It is about time that shower got a good talking to from the toothless incompetent as they are in breach of at least one of their licence conditions in failing to provide accurate and timely billing.

As a guide, when I left EOn I got a final bill after 2 days and a refund cheque after 14.

matelodave

Scottish Power have taken 7 weeks to provide a bill and another 2 to refund. So what's reasonable bears no relationship with what they do in practice.
Non of them seem to be all that good but some are just appallingly bad and Npower seem to be the most incompetent trophy holders at the moment.

Grimbal

Oh dear, I sense more pain to come then

I've just called NP to log a complaint, so I understand now that they have 8 weeks in which to resolve before I can escalate to OfGem ?

I can't believe the whole catalogue of errors that has happened in what should be a fairly straightforward procedure. From NP themselves making system errors to the new owner not declaring his liability to them correctly, it's just such a mess

arobinson_2

I've just gone through similar with nPower when changing supplier, it's taken nearly 8 weeks to get a final bill!

Best option is to call the complaints team (0800 316 9328) and threaten with Ombudsman, then it gets sorted!

The problem is their IT system is a shambles, and it needs someone to manually process the final bill (what I was told anyway) and normally this is just a ticket in queue waiting to be processed. However the complaints team did it in about 25 minutes after the ombudsman threat.

megaroons

See my post about Scottish Power posted today. We have been waiting for a refund since we left in Oct. 2013.

Grimbal

ok, so I have phoned them & initiated a formal complaint.

I have been doubly unlucky it seems as NP messed up on the account closure AND then the new owners start up date doesnt match with my exit date , so they have to investigate that. There is a fortnight's discrepancy* in the dates where no one is taking responsibility for the bill

*sigh*

*ETA: completed on 3rd, but new owners told NP they moved in on 15th. I guess they don't understand that they still need to pay standing charges even when non-resident

Consumerist

Grimbal wrote: »

ok, so I have phoned them & initiated a formal complaint.

I would urge you to follow earlier advice to follow up your complaint in writing. Head the letter with the word Complaint in bold and send it by Recorded Delivery. Npower may prefer to regard your complaint as just an enquiry which the Ombudsman may not accept as the start of the 8-week waiting time. If you are not satisfied with npower's response (if you get one), you can escalate the complaint to the Ombudsman without waiting the 8 weeks.

chanz4

Maybe you read the meter wrong, and they have to check the read out?

Grimbal

Consumerist: will write a follow up letter, although I do have a complaint reference number, so I hope it implies that the 8 week clock is ticking....

Chanz4: I think the meter reading was accurate. I've taken photos of it anyway so can check. I don't think it's that though - it just seems down to NPower's incompetence & new owner's ignorance

Consumerist

Grimbal wrote: »

Consumerist: will write a follow up letter, although I do have a complaint reference number, so I hope it implies that the 8 week clock is ticking....

The beauty of a letter is that you can define the terms of the complaint yourself rather than leaving it to incompetents to interpret what you have complained about. The letter should be polite and factual and the fact you have taken the trouble should indicate that you mean business.

The only way to force change at npower is to keep on complaining where it is justified. It may be time-consuming but I hope it spurs npower into dealing with your problem. Good luck.