Trouble with Npower

Myhead

Hi wondering if i could get some help please i am so frustrated.
i moved into my current address just over a year ago and Npower supply the gas and electric to my address the electric is monthly DD and the gas is a prepayment meter. Problems so far it took them from march 2013 till feb 2014 to finally switch the accounts into my name but on the gas prepayment meter i had been paying the previous owners debt which they had left and from what they worked out i was owed £540 so i asked for them to refund it to me on the 29th feb and within the 10 days they had said it was refunded but to the meter.

so i phoned them back on the 10th march and told them i asked for it to be sent out as a cheque and was told it would take a minimum of 28 days because they need to investigate the account and calculate how much they owe me. I pointed out that they had already done that but was told that within the 10 or 11 days it could of changed and they needed to work out the correct amount when i asked why it would take this long compared to how quickly it was refunded to the meter i was repeatedly told because they need to get it right. i said surely you would of got it right the first time round.
anyway because of the amount involved which is a lot to me i phoned everyday from the 10th till last week to try speed things up so far the excuses I've had are
"its company procedure that's just how it works"
" we need to check the meter to make sure its correct" - ( yet they didn't seem to want to make an appointment for someone to come out)
and today i was put through to the complaints department where they told me about this problem with their new software and that it affected my account and they couldn't do anything about it till their software issue was solved and refused to give me a timescale because it might not be accurate.
when i asked why they could issue the refund to the meter and not out in a cheque he just repeated himself about not being able to do anything on the account.
i know i have not been very patient but its alot of money and feel like i am being taken for a ride.
could anyone help please?

Myhead

I plan on switching after ive had my refund from alot of the threads ive looked at people are having the same problem waiting months for a final bill then how long after that would i have to wait for the refund so at the moment dont think it would make much difference.

nPower

Myhead wrote: »

Hi wondering if i could get some help please i am so frustrated.
i moved into my current address just over a year ago and Npower supply the gas and electric to my address the electric is monthly DD and the gas is a prepayment meter. Problems so far it took them from march 2013 till feb 2014 to finally switch the accounts into my name but on the gas prepayment meter i had been paying the previous owners debt which they had left and from what they worked out i was owed £540 so i asked for them to refund it to me on the 29th feb and within the 10 days they had said it was refunded but to the meter.

so i phoned them back on the 10th march and told them i asked for it to be sent out as a cheque and was told it would take a minimum of 28 days because they need to investigate the account and calculate how much they owe me. I pointed out that they had already done that but was told that within the 10 or 11 days it could of changed and they needed to work out the correct amount when i asked why it would take this long compared to how quickly it was refunded to the meter i was repeatedly told because they need to get it right. i said surely you would of got it right the first time round.
anyway because of the amount involved which is a lot to me i phoned everyday from the 10th till last week to try speed things up so far the excuses I've had are
"its company procedure that's just how it works"
" we need to check the meter to make sure its correct" - ( yet they didn't seem to want to make an appointment for someone to come out)
and today i was put through to the complaints department where they told me about this problem with their new software and that it affected my account and they couldn't do anything about it till their software issue was solved and refused to give me a timescale because it might not be accurate.
when i asked why they could issue the refund to the meter and not out in a cheque he just repeated himself about not being able to do anything on the account.
i know i have not been very patient but its alot of money and feel like i am being taken for a ride.
could anyone help please?

Hello Myhead,

Thank you for your post.

This doesn't sound good. Are you able to send me more details to the email address on my profile page and I will look into this further for you?

Thanks

Carmel