NPower Nightmare/Need Advice

daveoc22

I switched my gas and electric to NPower last October---the electric got set up ok but the gas did not.


I did the usual phone calls where I was told it would all be sorted in a few weeks but when nothing had happened by January I raised it with the executive complaints department.


They have been dealing with it since then, telling me every few weeks that they are still dealing and then two weeks ago they emailed to say all sorted and my gas account should be set up in 10 days.


I emailed back, gave them my up to date gas and electric readings, and looked forward to getting my first bill---I have been paying by DD each month and expected to be in credit as we have used less gas than normal.


The person from executive complaints came back to me yesterday to say that my gas meter reading I gave of 4680 must be wrong as the opening reading given by their engineer was 6384.They also quoted what they said was my gas meter serial number.


Their engineer who took the opening reading must have got my details mixed up with someone else as the serial number on my meter is different to what they have said and the reading I gave is correct.


The problem now is that instead of using my correct gas reading of 4680 they have put in an estimated reading of 7626. If they issue a bill based on that I'm guessing it is going to show me in debit by thousands of pounds.


I can understand that when they get an opening reading, from one of their meter readers, they assume it is correct, but how do I get them to realise that what their meter reader told them was wrong?.


I need them to get someone to physically visit so that I can show them they are wrong, but I feel like I'm bashing my head against a big corporate machine.


Can anyone advise what I should do next?.


Thanks

molerat

WRITE a letter headed big and bold COMPLAINT stating the facts and what you want them to do. They have 8 weeks to sort it to your satisfaction or you progress it to the ombudsman. A few thousand complaints to the ombudsman is the only thing that is going to get NPower sorted.

daveoc22

Thanks for reply molerat but in fact I've reached that stage.


I had a letter from npower saying that as they haven't resolved my complaint I can go to the ombudsman if I want.


Trouble is doing that is not going to sort out the actual problem of them having my wrong details set up and maybe billing me for hundreds/thousands more than they should.


I was hoping there was some sort of contact within npower who might have the ability to look at the problem, realise a mistake has been made and then sort it out, rather than just follow the line of 'we must be right, you must be wrong'.


Appreciate your taking the time to respond.

MoneyMate

Can you take a photo of your meters with relevant readings ?

daveoc22

MoneyMate wrote: »

Can you take a photo of your meters with relevant readings ?

Great idea.I've taken a photo and sent it to the person dealing in executive complaints.


Though I suspect from their point of view it could be a photo of anyones gas meter so they will still probably need to visit and see for themselves, but at least I'm doing something.


Thanks

scaredofdebt

There's an nPower rep on these boards who can probably sort it when he surfaces.........

daveoc22

scaredofdebt wrote: »

There's an nPower rep on these boards who can probably sort it when he surfaces.........

That would be handy

scaredofdebt

You could message him directly:

http://forums.moneysavingexpert.com/member.php?u=799997

daveoc22

scaredofdebt wrote: »

You could message him directly:

http://forums.moneysavingexpert.com/member.php?u=799997

Good idea but just tried to but got a message saying:


''
nPower company representative has chosen not to receive private messages or may not be allowed to receive private messages. Therefore you may not send your message to him/her ''


Thanks anyway

LouiseTopp

Sounds a bit suspect there.

molerat

You cannot PM any company rep, they have an e-mail contact in their profile.

If exec complaints are unable or unwilling to sort it then surely a complaint to the ombudsman is the way to go as this must clearly show the corporate incompetence of NPower and cast doubt on their fitness to hold a licence..