Npower just taken over £1000 from bank account with no warning!

puc

I have been having continual problems with my Npower meter readings since July 2011. Basically, they keep transposing my off peak and normal readings.

Up to February 2013, this was corrected manually. However, this became impossible to resolve manually and I submitted a formal complaint in March 2013. Every month I phoned to check on the progress of the complaint but got nowhere. I keep paying the monthly DD of £120. At the time of compaint, I was told that they would not charge me the incorrect balance figure until the account issue was resolved. I haven't received a statement since jan 2013.

In sep 2013, I got a letter saying my complaint was still under investigation and I need do nothing.

Today, I discovered that Npower had removed over £1060 from my bank account on Jan 2 2014 with absolutely no warning or explanation. it looks like they have increased my DD from £120 to £1060. To say I am angry is an understatement. Is this even legal?

Does anybody have any advice how to deal with Npower, resolve the account issue and help me escape this incompetent company? Any advice will be very welcome.

SammenForLivet2

Perhaps you could drop the Npower social media and forum team an e-mail, before the copy and paste their message asking you to do so - the e-mail is on their User Details page:
http://forums.moneysavingexpert.com/member.php?u=799997
Here is the message they'll probably copy and paste to you:
Thanks for your post. We're sorry to hear you've been having some issues. If you could send me an email to the email address showing on our profile page we'll be happy to look into your complaint for you.

YorkshireBoy

puc wrote: »

Today, I discovered that Npower had removed over £1060 from my bank account on Jan 2 2014 with absolutely no warning or explanation.


Any advice will be very welcome.

1. Invoke your rights under the direct debit guarantee.

2. Check your bank account more often!

puc

2. Check your bank account more often![/QUOTE]

good advice, i normally do but we have had a bit of a family medical emergency and i took my eye off the ball.

YorkshireBoy

puc wrote: »

good advice, i normally do but we have had a bit of a family medical emergency and i took my eye off the ball.

Are you OK with point 1?

You should have your money back by close of business tomorrow.

puc

is that as simple as a phonecall to the bank?

YorkshireBoy

puc wrote: »

is that as simple as a phonecall to the bank?

It should be. The guarantee says "full and immediate refund".

http://www.bacs.co.uk/bacs/businesses/directdebit/collecting/pages/customersrights.aspx

jobdone1

From viewing many complaints N power seem to be in a very dark place they have just come top for customer complaints. I remember when Edf was bottom two years running and awarded the wooden spoon. This was according to them because of a new computer system. I must say its been much much better in the last year and no complaints from me. So question is what has changed at N power to cause many massive DD complaints as well as other issues. Staff, Computer changes, Ignorance, until they get a grip they will be bottom for complaints in my view from reports i read. Do what i did after recollection, three months of written and logged phone complaints raise to the energy ombudsman it worked for me.

Cardew

puc wrote: »

is that as simple as a phonecall to the bank?

Yes. The Direct Debit guarantee is between you and your bank.


Even if you had been properly informed about the increase, the Bank must refund the payment solely on your word. i.e. they have no authority to delve into the rights or wrongs of the situation.

kataklysm

It wouldn't surprise me if that coincided with a block on your account being removed in early Jan, particularly if like thousands of others, you've received no statements during 2013. Perhaps this activity was auto-generated. If true, that's a worrying prospect for other NPower customers.

Contact Customer Services asap tomorrow and let us know what excuses they come up with..

Strebor

I don't believe it!!! How on earth are they still in business?!

I've had so much trouble I left them. It has caused me a lot of stress, and there is no way of getting any sensible resolution. So fed up I decided to do something and set up an e-petition. Please sign if you can.

I hoped to get a huge number, especially loads of people are having problems. Still I'd like to reach page 1 of the energy petition list!

Best of luck. My advice, inform them of their inability and switch......don't hope for full sense from suppliers though, they are all trying to up the dd to what they can get away with. I've cancelled mine even with the new supplier.

Steve
http://epetitions.direct.gov.uk/petitions/56280