NPower Billing Problems

Rseven

We pay £96 a month direct debit to NPower. We're £948 in credit. Our last bill was June 2013. In Feb 2014 they billed us £450 and reduced the DD to £10. Then cancelled the bill. Now they've blocked the billing. Spent 90 minutes on phone today and they wont say why, what's wrong or when it'll be sorted.
I can't seem to get anywhere...suggestions from the Forum really appreciated.
Rseven

Tiree

When I had problems recently and had no joy with customer services I email the CEO, (text removed by MSE Forum Team). Someone from VIP complaints was allocated to sort it all out for me. Got to be worth a try.

nPower

Rseven wrote: »

We pay £96 a month direct debit to NPower. We're £948 in credit. Our last bill was June 2013. In Feb 2014 they billed us £450 and reduced the DD to £10. Then cancelled the bill. Now they've blocked the billing. Spent 90 minutes on phone today and they wont say why, what's wrong or when it'll be sorted.
I can't seem to get anywhere...suggestions from the Forum really appreciated.
Rseven

Hi Rseven

Thanks for the post.

Sorry to hear you've been having some issues

If you'd like to email us with the details we can take a look. Our email address is showing on our profile page.

Thanks

David

steviex

I am also having problems with my bill and it has been going on for over a year, I also emailed the CEO and was contacted by their executive complaints team. They have since managed to send me two bills which were generated by a "specialised team" who apparently calculated them manually.

Unfortunately they have now informed me that there is a technical error on my account which has stopped a new statement being produced. So I still don't know when my next bill will be.

This is all due to their new billing system which does not work and is not fit for purpose. After several phone calls from the team, they admitted that this billing system is the same one that British Gas tried to use a few years ago and it didn't work then either and British Gas ended up suing the company who supplied it. Despite this, npower still decided to buy the system which has resulted in this fiasco. What a way to run a company! :huh:

MattinLondon

I'm in the same situation - £1400 in credit and have spoken to the VIP complaints team who have basically said that there's no hope until the system is fixed. Only other course of action is to do a bank indemnity to get the money back and then wait for a big bill and pay it then. Who knows - maybe nPower will never be able to bill us!

joncombe

MattinLondon wrote: »

I'm in the same situation - £1400 in credit and have spoken to the VIP complaints team who have basically said that there's no hope until the system is fixed. Only other course of action is to do a bank indemnity to get the money back and then wait for a big bill and pay it then. Who knows - maybe nPower will never be able to bill us!

My suggestion.

1. Switch supplier.
2. Send a written letter record delivery to Npower headed complaint and to their complaint address on the website.
3. If after 8 weeks it is not solved, take it up with the Ombudsman.