NPower - backbilling - and no action on complaint

chrispattinson

Hello all,

I joined Npower on 12th December 2012.
Despite regular meter reading submissions, and numerous telephone calls, I was not billed until 22nd Feb 2014.

I followed up with additional complaints.
I was advised by a member of the complaints team over the phone, that I would receive a credit following the backbilling principle, for the period 12th Dec 2012 to 21st Feb 2013.

6 weeks later, I still have no credit to my account, or communication from NPower.

Latest telephone calls suggest "it is being looked at".

I sent in a complaint on the website 4 weeks ago, with no response.

Where do I go with this???? I have sent another query in via their website today.

On a side note, the online tools don't operate correctly, the mobile app does not operate correctly. It's a shame, as their rates are good, the bill format is good, and the online tools would be great if they worked properly.....

GingerBob_3

chrispattinson wrote: »

It's a shame, as their rates are good, the bill format is good, and the online tools would be great if they worked properly.....

Unfortunately the company is BAD. One of the worst in the UK. Best move to another supplier, if you can ever pay NPower what you owe. And you better check with the CRAs that they aren't putting late payments or defaults against your name. There'a a good chance they will be.

chrispattinson

I am paying by direct debit, and have paid what I owe. My bills are upto date, and payment more than cover the bills, currently £6.38 in credit. It's the back billing credit that I'm waiting for, potentially £120.

dogshome

Sorry - The "Back billing Agreement" will not apply

The whole point of it, is to save customers from 'Bill Shock' where a supplier has failed to send out bills for over year (There are also other conditions)
BUT
As you have being paying out D/Debits which appear to be more than equal to the bill when it was finally issued, there is no " Bill Shock".
However if you had been a payment on reciept of bill customer, Back Billing limits would apply !

As Gingerbob has remarked, n'power dont know if they are on their a*rse or elbow at the moment, including the Customer Service Desk who said it would apply - I think the best course of action is to keep quiete in the hope that they do actually pay it.

nPower

chrispattinson wrote: »

Hello all,

I joined Npower on 12th December 2012.
Despite regular meter reading submissions, and numerous telephone calls, I was not billed until 22nd Feb 2014.

I followed up with additional complaints.
I was advised by a member of the complaints team over the phone, that I would receive a credit following the backbilling principle, for the period 12th Dec 2012 to 21st Feb 2013.

6 weeks later, I still have no credit to my account, or communication from NPower.

Latest telephone calls suggest "it is being looked at".

I sent in a complaint on the website 4 weeks ago, with no response.

Where do I go with this???? I have sent another query in via their website today.

On a side note, the online tools don't operate correctly, the mobile app does not operate correctly. It's a shame, as their rates are good, the bill format is good, and the online tools would be great if they worked properly.....

Hi chrispattinson,

Thanks for your post.

Firstly, I'm sorry to hear of the delay you've experienced in receiving a statement from us.

So that I can chase this up for you and confirm whether a reduction is required inline with the Code of Practice for Accurate Bills, please can you send me an email with your account information to the address in my profile.

Thanks

Leigh