nPower .. paid bill, but they are saying I haven't!

MrRee_2

This isn't my problem, but someone I know - just want to air it here as they are beside themselves with worry.

They are young and in their first property, just learning the ropes.

They are with nPower (yes, I know - bad news, but anyway).

Their account is online, they got an e-mail saying what they owed, they tried to pay it online over 3 weeks in March 2014 ... each time it crashed or simply didn't work.

They rang nPower who said pay by phone - this they did, end of March 2014. They thought nothing more about it.

They went online 2 weeks ago just to get some figures to compare costs elsewhere and they noticed that the account still said they owed the money!

They checked the Bank, paid out to nPower as instructed.

They contacted nPower and were told not to worry - send the Bank Statement in they said and it will be sorted. They did this.

Now they get a debt collection threat letter!!! They ring nPower again who say, "It's just the computer, don't worry!"

They are sick with worry - they have recordings of the calls, they have the Bank Statement saying that amount was paid on the date stated.

How can they stop the baliffs?! And how do they preserve their excellent credit rating!?

Robwiz

It's highly unlikely that npower would be organised enough to send bailiffs round. If they have documentary proof that they have paid the bill (the entry on the bank statement) then that would end the matter with a debt collector.

I would be more concerned about the possible effect on their credit score if it is registered as a bad debt.

npower's billing system and accounts have been in meltdown for months and their reputation is shredded in my view.

MrRee_2

Thanks for your reply, they have sent nPower the Bank Statement to prove payment.

The internet is full of terrible reports of nPower and their disgraceful treatment of customers - what makes Companies stay down at the bottom of any tables on Customer Services as nPower has?

Cardew

I would still register a formal complaint in writing with Npower and get in writing that it is a Npower mistake and that there is no 'black mark' against their credit record.

nPower

MrRee wrote: »

This isn't my problem, but someone I know - just want to air it here as they are beside themselves with worry.

They are young and in their first property, just learning the ropes.

They are with nPower (yes, I know - bad news, but anyway).

Their account is online, they got an e-mail saying what they owed, they tried to pay it online over 3 weeks in March 2014 ... each time it crashed or simply didn't work.

They rang nPower who said pay by phone - this they did, end of March 2014. They thought nothing more about it.

They went online 2 weeks ago just to get some figures to compare costs elsewhere and they noticed that the account still said they owed the money!

They checked the Bank, paid out to nPower as instructed.

They contacted nPower and were told not to worry - send the Bank Statement in they said and it will be sorted. They did this.

Now they get a debt collection threat letter!!! They ring nPower again who say, "It's just the computer, don't worry!"

They are sick with worry - they have recordings of the calls, they have the Bank Statement saying that amount was paid on the date stated.

How can they stop the baliffs?! And how do they preserve their excellent credit rating!?

Hello MrRee,

Thank you for your post.

If you can get your friend to email me at the address on my profile page I will look into this for them.

Thanks

Carmel

MrRee_2

To add insult to injury they think they have been slapped with a late payment fee - but their own systems wouldn't let them pay when they tried to!!!

You couldn't make it up .... I will ask them to contact you Carmel - hopefully you can restore their faith.

G_M

Stop getting knockers in twist.

It's simple -

* they paid
* they have evidence they paid (bank transfer/statement whatever)
* they have a record of all conversations

so either npower will sort it out (start by responding to the npower rep above), or npower will go to court and the judge will look at the evidence and throw out the case.

sorted.

s for bailiffs - just ignore. Only a court bailiff can enforce access to the property and no court will authorise this.

edit: oops - typo!
"Stop getting knockers in twist."

MrRee_2

Knickers!?.................