N Power - What would you do?

Bluebirdman_of_Alcathays

Apologies if I've missed a relevant post, but it's not clear if you've written to npower with a complaint?

Phoning in with your grievances is a waste of your time. Stop "Advising" them - send them a letter (recorded delivery) headed complaint. It's the only thing they are likely to take seriously.

I see you've mentioned you'll write to your MP, the relevant government minister and the ombudsman. I suspect all 3 will recommend you follow the process I've outlined above. Good luck!

Simon7685

I am in the process of writing letters at the moment, including to the complaints team. I do finally have a complaints reference number though on the plus side.

I appreciate what you say about it going in writing, hence me beavering away getting all my notes condensed into one letter. I have also contacted the onbudsman service asking for their intervention now. The 8 week point is up tomorrow from when I first asked for a complaint to be opened. They did however not open one until last week but have confirmed my requests are on record. So given this I do not believe the 8 week rule should apply. I don't suppose it will make any difference but thought it worth a try.

Simon7685

UPDATE......................

It appears that NP have made a credit to my Mothers bank account, which I am both amazed, yet delighted about. However it appears it is only for £290 and not £300 as promised. I need to check her online banking to make sure it is from them but nobody else would be paying into her account, so it most likely is.

I have almost finished the complaint letter with a full account of everything that has gone on, so that will be on the way to them soon.

I have also had a thought regarding the overall situation...........

She is still a great deal of money in credit though she also owes them charges from 20 Feb 2013 onwards. In order to try and force their hand to physically do something and remembering they have failed to bill her for almost 12 months now. I am thinking of giving them a further 14 days in which to produce a bill, if they fail to do so, I will demand in writing a refund of the remaing money they are holding of hers.

This is based on the fact that they cannot hold on to her money when they cannot bill her. She is only contracted in her T&C's to pay a quarterly bill on receipt. They have not billed, so technically until they produce a bill they are not entitled to hold that money, as she owes them nothing.

If they refused to refund it, it would open the way to go to the County Court to recover the money they are not entitled to. If I was able to do this, I think it may prompt some actual action regards getting a bill.

Anyone have any thoughts on that approach?

Consumerist

Simon7685 wrote: »

She is still a great deal of money in credit . . . She is only contracted in her T&C's to pay a quarterly bill on receipt.

I'm a bit confused.

If your mum is only contracted in her T&C's to pay a quarterly bill on receipt, why is she paying a monthly Direct Debit?

Bluebirdman_of_Alcathays

Simon7685 wrote: »

This is based on the fact that they cannot hold on to her money when they cannot bill her. She is only contracted in her T&C's to pay a quarterly bill on receipt. They have not billed, so technically until they produce a bill they are not entitled to hold that money, as she owes them nothing.

If they refused to refund it, it would open the way to go to the County Court to recover the money they are not entitled to. If I was able to do this, I think it may prompt some actual action regards getting a bill.

Anyone have any thoughts on that approach?

It seems an unusual course of action, given npower still haven't received a complaint in writing.

Personally, I would send a complaint, recorded delivery (although I would have done this some time ago), cancel all DD's to npower, make sure money is being set aside to pay for any energy used, and sit tight.

If npower are as incompetent as you make out, it may be many years before you get a bill, in which case the consumer is only liable for 12 months.

Simon7685

Consumerist wrote: »

I'm a bit confused.

If your mum is only contracted in her T&C's to pay a quarterly bill on receipt, why is she paying a monthly Direct Debit?

She opted herself to pay by monthly DD a number of years ago. However under the T&C's of the tariff, she can pay by quarterly billing if she wants to.

Monthly DD is what she prefers as then she doesn't have to worry about it but she can revert if she wants to.

Consumerist

Simon7685 wrote: »

She opted herself to pay by monthly DD a number of years ago. However under the T&C's of the tariff, she can pay by quarterly billing if she wants to.

Monthly DD is what she prefers as then she doesn't have to worry about it but she can revert if she wants to.

The obvious answer then is for your mum to first opt for quarterly billing and then cancel the DD. As I understand what you have said, she is currently committed to paying by DD until she changes her option. If she cancels the DD before changing that option, you may find npower changes her tariff to their standard variable.

Simon7685

Bluebirdman_of_Alcathays wrote: »

It seems an unusual course of action, given npower still haven't received a complaint in writing.

Personally, I would send a complaint, recorded delivery (although I would have done this some time ago), cancel all DD's to npower, make sure money is being set aside to pay for any energy used, and sit tight.

If npower are as incompetent as you make out, it may be many years before you get a bill, in which case the consumer is only liable for 12 months.

The complaint (in writing) will be on the way hopefully today, however they have opened a complaint and provided a reference number last Thursday, which we have now received written confirmation of.

The bottom line is because of the meter and tariff they cannot produce bills. They openly admitted on the phone that they cannot say when or if a bill will be issued.

In the meantime the fact still remains she is £341.49 in credit after todays refund of £290. There are additional credits to go onto the account by 31 Jan, these amount to approx £53 taking her to the best part of £400 in credit again.

Yes there are outstanding charges to be billed to the account. However they need to be billed, which it seems they are unable to do. The computer says "NO". So technically they are holding money that they are not entitled to, which they plan to offset against charges they can't bill for.

I believe that there is more chance of getting something done regards billing if they are not holding any money on the account. As it stands they know what her average annual consumption is, in monetary terms it is £330/£340 a year. So they also know that as it now stands they are still quids in with the account.

Hopefully I have explained it better?

Simon7685

Consumerist wrote: »

The obvious answer then is for your mum to first opt for quarterly billing and then cancel the DD. As I understand what you have said, she is currently committed to paying by DD until she changes her option. If she cancels the DD before changing that option, you may find npower changes her tariff to their standard variable.

I don't think they can because of the meter situation, her meter is now obselete as is the Super Tariff (exception being customers still on it). When I asked about converting to a standard E7 tariff they said they couldn't do it until the current mess was sorted out and a new meter was put in.

I take your point about advising them of switching to quarterly billing before cancelling the DD and I will include that in with the complaint.

carefullycautious

Be careful what you wish for. If the meter is changed your mum may end up paying more.

I am another one intrigued how your mum keeps her bills so low. I live in a one bed bung and my dual fuel for a month can be over 100 pounds during winter period.

As you are keeping records of her usage why are you making your life so stressful. She is building up credit and can choose to use this instead of paying for a while.