Npower direct debit mistake

AliceBanned

I just checked my current account and saw that Npower took out twice the amount they should have for my direct debit and made me go overdrawn (unauthorised). I need to speak to them as I am having problems paying my bills and want to go onto a quarterly bill instead. Have just tried to call and basically their lines are closed for the evening due to the high volume of people already queuing. Ridiculous. No other options, just says "thanks for calling, goodbye." I'm sure they can afford to employ more staff and have more phone lines.

Basically I had to do a direct debit indemnity with my bank, as I was not given prior warning of this amount coming out. I am not disputing the amount, it is correct, but it is taken from that account without my agreement (ie £66 too much from that account). I still have to work out how to pay it as this month is extremely tight, but I certainly didn't agree for them to take it from that account.

jbuchanangb

So you are saying that you had a bank balance between £33 and £65, and authorised NPower to debit £33, but they debited £66.

Ask your bank to invoke the Direct Debit Guarantee and they will get the £66 back from NPower. At the same time cancel the DD Authorisation.

When you can get through to Npower, tell them what you have done and ask them to put you on quarterly billing without direct debit. The tariff may be a bit more expensive because you will miss out on the Direct Debit Discount.

It would then be a good idea to set some money aside each week or month so you have it available to pay the bill when it comes in.

AliceBanned

Yes I lose £100 over the year for being on DD. No they took £132 instead of £66. I have a new Santander account and the first DD out of it made me overdrawn. So not good. I have done the indemnity so the money has been returned.

The point is also that Npower aren't taking any more calls this evening, meaning I can't even discuss it with them - I have taken the money back without explaining. . So stressful as they might demand the full payment. I have some money on a credit card but not enough to pay it.

I have applied for a credit union loan as I am at my limit with all accounts this month. In a bit of a mess but I am saving wherever I can. Just have high outgoings.

AliceBanned

I mean I lose £100 discount for not being on DD.

Homeagain

AliceBanned wrote: »

I just checked my current account and saw that Npower took out twice the amount they should have for my direct debit and made me go overdrawn (unauthorised). I need to speak to them as I am having problems paying my bills and want to go onto a quarterly bill instead. Have just tried to call and basically their lines are closed for the evening due to the high volume of people already queuing. Ridiculous. No other options, just says "thanks for calling, goodbye." I'm sure they can afford to employ more staff and have more phone lines.

Basically I had to do a direct debit indemnity with my bank, as I was not given prior warning of this amount coming out. I am not disputing the amount, it is correct, but it is taken from that account without my agreement (ie £66 too much from that account). I still have to work out how to pay it as this month is extremely tight, but I certainly didn't agree for them to take it from that account.

NPower, did exactly the same thing to me - they actually put through 4 amounts of 79.00 in the same week as they had failed to present the previous direct debits by mistake *theirs! I emailed them (no point in spending hours waiting on the telephone) and got some convoluted reply basically saying sorry and that I can go to my bank to get some kind of reversal of one amount. I am debating what to do next. Their billing system is awful despite all the 'sorry' letters I keep getting.

AliceBanned

Ok. I was meant to pay an additional £66 myself; I didn't agree for it to come out ie two payments at once. That's terrible that they took so much from yours in one go!

I've emailed them and I've also sent meter readings. Another thing is they don't seem to acknowledge my meter readings at all. they keep asking for my initial reading, when I moved here in October. So it is helpful to know that they are a bit chaotic and it isn't just me.

I've also said in the email that I'm struggling with payments this month but can pay something on my next pay day, 26th, and that I think it would be better for me to go on to quarterly billing. I know that's a larger amount in one go but i have so many DDs that I barely have anything left and i just need to get on top of things.

AliceBanned

And yes if the DDs came out without you being informed in advance you can ask your bank to retrieve it. Santander offered to do it immediately. How are we meant to manage out money when companies just take what they like? the indemnity is to protect us against this.

I'm so stressed by it at the moment - just trying to make ends meet and wondering where I've gone wrong.:mad:

jbuchanangb

keep talking to the credit union. They may have a "budget account" you can put money into, dedicated to paying such things utility bills.

AliceBanned

jbuchanangb wrote: »

keep talking to the credit union. They may have a "budget account" you can put money into, dedicated to paying such things utility bills.

Thanks. I have applied for an increase of my loan of £800 with the credit union, and cut up my Barclaycard. Just sent the papers through today. I may not get this but I have found them helpful in the past. Even if they loan me say £200 it would help, as I am definitely looking at the longer term now and trying to get out of this mess. Way too stressful!:(. The next 3 months are especially crucial so I have decided to rein things in completely for this time, and get on top of this. So depressing and affecting me a lot at work etc so needs to be sorted.

AliceBanned

PS I know another loan isn't good but it is ONLY and strictly to pay off the overdraft so that I can start to tackle the cards. I agree, they should also help me resolve it - they are tough but sympathetic. If they don't feel ok to lend me more they won't, they will just give me advice and will only lend if it is best for me, not if they think I'm going to end up in more debt. I realise this is what I've been doing..borrowing to get out of debt and thinking I had good deals at 0% but then getting in a mess when charges later were incurred and added on top etc..so obvious but not easy to see when you are in a debt cycle and want to live your life..:cool:

scaredofdebt

You could go onto quarterly variable direct debit, you then get a bill saying how much they will be taking in a couple of weeks time. Still get the discount then.

Make sure you read your own meter and put aside cash to pay for the quarterly bill.

You can get apps to work out the bills if you need help.