Npower

old_soldier123

Hi there Peeps dont think you are going to beleive this but my wife is an NPower customer, over the last couple of monts we have been battling with them about a refund. It states on there websit that if your account is in credit mre than £60 you will get an automatic refund however, The Gas account is £389 in credit and Electricity is £920 in credit. I have been on the phone too them and they say is is a problem with the billing dept. They said they normal get things done in 41 days however its now been 84 as of yesterday and we still are waiting. I have been in with the financial ombudsman to but not heard nothing back. could someone please tell me what our nextstep should be

Bluebirdman_of_Alcathays

I very much do believe it unfortunately.

Do you have a complaint number? You need to raise an official complaint, get a complaint number, then npower have 8 weeks to resolve it to your satisfaction. ONly then can you take it to the energy ombudsman.

If you still need to complain, write, don't call.

Simon7685

Ring the complaints department direct, 08003169328.
Do not be fobbed off, demand a refund or you will take it all to the media.
Look up my N Power thread, which I am just about to update after doing this.
N Power - What would you do?
Bottom line is I have persevered this afternoon and got £300 refunded to my Mother to start with.
Do not be dictated to advise them you will cancel the DD and move to quarterly billing. I was told today "You have every right to to do that when you are so far in credit and we do not do what we say we will"

MarcoM

I persevered and got 300 quid back.
You need to complain but do not bother with call c.
Also ignore the Peterlee complaints address.
You need to write to the executive complaint team at Houghton le Springs.
It took me 7 weeks but did get the money back eventually.

scaredofdebt

You're probably not that much in credit as it sounds like they haven't billed the account up to date due to their systems being useless.

Have they worked out the current balance for you? Agree with the comments above though.

nPower

old_soldier123 wrote: »

Hi there Peeps dont think you are going to beleive this but my wife is an NPower customer, over the last couple of monts we have been battling with them about a refund. It states on there websit that if your account is in credit mre than £60 you will get an automatic refund however, The Gas account is £389 in credit and Electricity is £920 in credit. I have been on the phone too them and they say is is a problem with the billing dept. They said they normal get things done in 41 days however its now been 84 as of yesterday and we still are waiting. I have been in with the financial ombudsman to but not heard nothing back. could someone please tell me what our nextstep should be

Hi old soldier123,

I'm sorry to hear of the difficulties you are experiencing with your account. Based on what you have advised it would appear that the current credit isn't genuine and we'd need to bill you up to date first to determine if a refund is due.

If you can email me your details using the address in my profile I'll be happy to review this for you and let you know what we can do to get this resolved.

Thanks

Leigh