really big gas/leccy problem :(

Tissy1

Well, having had another email today from npower asking me for my readings again, I eventually got through to the nicest woman ever, both her and her manager have started a complaint about it and my bill has been put on hold as it is found to be massively inflated! I have cancelled my direct debit but made a 'normal' payment instead, she said I should expect a call from complaints in 7 days and they would be formally investigating how I could have had direct debits set at such a huge amount, and even if I did owe over £2000 (which she doesn't believe I do) then they would never ask for that sort of money each month.
I burst into tears and could hardly say thank you, the relief is huge!
I need to say thank you so much to everyone who has tried to help me on here. Your support was truly amazing.
Tis x

Consumerist

Hope you got a complaints reference number. There have been reports on here of npower not issuing them unless its customers insist. I suspect they are trying to get their complaints statistics looking better.

See <this report>.

If you haven't got one, I recommend you phone again and get one to avoid disappointment later.

Let us know how you get on.

[Deleted User]

You ve been putting reads in window ? have you an electric dial meter,6 rotating pointers ?

maiden_scotland

Consumerist wrote: »

Hope you got a complaints reference number. There have been reports on here of npower not issuing them unless its customers insist. I suspect they are trying to get their complaints statistics looking better.

See <this report>.

If you haven't got one, I recommend you phone again and get one to avoid disappointment later.

Let us know how you get on.

Wish I'd known this, I called the NPower compaints dept earlier today after being on hold for around 20-25 minutes & then speaking to a "joker" which was a waste of time as I got nowhere - strangely enough I wasn't offered a reference number. :mad:

Southend1

Do you have an immersion heater? If so has it been left on? That could account for the higher than average electricity use.

Tissy1

I haven't got a complaints number, the complaints team will give me that, but I didn't raise the complaint, their own manager has.
No water heaters, just a combi boiler, an electric fire in the living room and an oil filled radiator (on a timer switch to come on for half hour at night and same in the morning) in the attic cos there isn't a radiator there (daughters bedroom).
I am never in when the meter readers come, so I write the digits on the card from the digital display and leave it in the porch window (there is an action man sitting there who holds it). Still waiting for my paper copy of the bill though, it's been 10 days today since I asked for a copy.

jeddentad

Just a note of support.

I left nPower shortly after they tried to double our monthly payment. When I called and questioned it (because we only had a small debit) I was told that the system had made a mistake. It had taken 12 months of assumed usage and divided it by 7 months to pay over (we'd had the account for 7 months at that point, so that's where the 7 came from), so the system decided to double our monthly payment.

That did not inspire confidence in their billing systems.

Consumerist

Tissy1 wrote: »

I haven't got a complaints number, the complaints team will give me that, but I didn't raise the complaint, their own manager has.

I am a little concerned about the lack of a complaint reference number so do keep on their case. If you become concerned that nothing is happening then I would suggest you follow up your complaint with a letter.

Head the letter with the word Complaint in bold and send it by Recorded Delivery post.

I am sure this is just a system hiccup as far as npower is concerned but it must have been an absolute nightmare for you to have to go through. Don't let the pressure off till this is resolved. Their failure to provide the promised bill does not help.

Post again if you need any more help.

It might still be handy if you could provide your latest Actual gas reading and the date so we can get a little idea of your annual consumption. Then you could start looking for a cheaper tariff or supplier.

Getting_There_Slowly_2

The standard experience with Npower is to speak to somebody very sympathetic who promises everything will be sorted, then once you are off the phone they do absolutely nothing. Either they just want you off the phone, or they are badly let down by their systems (or probably both). Save yourself some time and start sending emails now to back up the conversations you have had.

Start your plan to move to another supplier, I have been with Npower only a few months and I will be leaving very soon if they don't get their act together.

Getting_There_Slowly_2

complaintsteam@npower.com

customer.enquiries@npower.com

First address from a google search, second given to me over the phone by Npower customer services yesterday.

Good luck!