Problem with npower and their uselessness

vickyw1427

Good morning,

I'm new to posting, lurker for a while though, and really could do with some advice, so hope some of you good people could help.

In May last year I had a new electric meter fitted by npower from an old dial display to a digital one. In June/July I went to take a meter reading, but there were no numbers on the display, just E. Obviously, its not working.

I rang them and told them and they said that because it was a new meter, it takes up to 90 days to be set up, but not to worry as my DD was still running for gas and elec and will be paid once the meter it working. No problem, I thought. Bit strange for that to happen, but they know what they're talking about.

So, I leave it for the 90 days, maybe a bit longer and kept checking it intermittently. It was still showing E but thought nothing of it. I checked it end of September before I went on holiday and I was told that because there had been economy 7 meters in the house previous to us buying it (it had been changed from storage heaters to gas way before we even viewing the house for the first time in August 2011), there was a problem getting the meters changed over on their systems and I should leave it a bit longer.

End of November 2013 I've had enough, so I ring back and say that I want something do it. By this time I've got over £500 credit on my account with them as they're not taking any payments for my gas because its a dual fuel and according to them, I can't pay one without paying for the other. The girl I spoke to in Nov said that she would arrange for an engineer to come out and repair it for me, but that with the run up to Christmas, it may take a bit longer than normal but someone would ring me to make the appt.

Nobody ever rung, so I left it until the last week of January this year and phoned them again. The lady I spoke to said it was out of target and that she would escalate it as a complaint and someone would ring me within 10 days. They did last Tuesday, but because I missed the call as I was in work, and with their wait times (45 minutes and above), I didn't get through until Saturday morning.

The woman I spoke to never mentioned the complaint, just repeated everything I had been told when I rang in January. I said I've done all this before, I've explained everything numerous times and nobody is dealing with this. She's made an appt for the 27th of Feb for someone to come out, but now the credit is well over £600.

Sorry for the long post, well done for getting this far. Basically, I just want some advice about where I stand. Am I within my rights to go to the ombudsman with this? My meter hasn't worked since May last year, I've had no bills generated because of it...I just don't know what to do and am at my wits end. I have no doubt that nobody is going to turn up at my house on the 27th.

dogshome

Forget the phone & Emails
WRITE to n'power heading the letter Complaint, listing the contact history of the meter problem.

Such a letter puts n'power on notice by the terms of their licence, that they must resolve the problem in 56 days - Keep a log of the dates and if they have not dealt with it , go directly to the Ombudsman on Day 57

vickyw1427

Thanks, I'll get a letter typed out while I'm in work and get it sent asap.