Rant - Npower

jm2926

jm2926 wrote: »

My account was showing £770 in credit, they have now apparently issued 4 bills (only 1 is visible to me on my account page) and it is £79 in debit (online account still showing £660 credit).

So now they have billed from Feb 2013 to now, and I'm £79 in debit, so why do they want to increase my monthly payments from £59 a month to £219?

I'm moving house on 6th June and had hoped to get the account somewhat accurate before closing it.

Any idea what will happen if I cancel my direct debit? It's due to be taken on the 1st June, and I've no intention of paying them £219 then fighting for it back for months. Equally I can't afford to end up with a problem getting the mortgage when I move into my new place in July.

I have emailed a complaint in via the address in the npower rep profile on here, and actually received a comprehensive and helpful response.

However as I move home in 2 weeks, I have cancelled the DD, replied to the email to say so, and when they eventually figure out the final balance I will pay it. I am not willing to let them just dip into my funds while they figure out who owes who.

Procrastinator333

So - I thought I would update this thread with current progress.

So it took them a little while, but the "Social media team" at Npower have obviously given someone a kick as I have got a final bill. Good that they managed to get it sorted. But it really says a lot about such a large company that the only time they are motivated to help customers is when people complain about it in a public way. If they had just sorted my question when I first called them - or even sorted it without being called, it all would have been a lot simpler.

I mean seriously, all the energy companies must have alot of churn on customers, a lot of people coming and going. Just how is it possible to make such a mess? Or is it my skeptical mind that thinks it had more to do with my account being in credit?

But, the story is not quite over. Npower have now sealed their fate as far as I am concerned. My final bill included deductions of £36 for accrued direct debit discounts. Well. I had at no point cancelled my direct debit. Yet here they are charging me £36 and taking away the discount. I can't be bothered to look this up, I'm sure there will be a clause in their somewhere that says it is only applicable if you are with them for a full 12 months or something like that. I'm not saying this is contrary to the letter of the T&C's, but to me, it is just another example of them being scumbags. I paid by DD the whole time I was with them. Now they charge me for it as I leave. Well Npower, you may have saved yourself £36 here. But you have also lost out any possible chance of every supplying our house with electricity or gas again. Quite simply I detest you, your incompetence and your crappy attitude to customer service.