NPower billing issue

ADChick

Hi guys,

When I first moved into my house about 18 months ago, it was on pre-payment meters which I didn't want. I was originally with nPower, but I moved to British Gas as they would change my meters over for free. Later, through the savings club on here, I moved back to nPower as they were cheaper.

The issue comes from the pre-payment account. When I closed it over a year ago now, I received a bill for about £25. I rang up and had a bit of a moan asking how I'd managed to get this bill despite being on pre-payment. I paid it just to clear it and move on.

Now I haven't heard anything else until a couple of days ago, when I received a reminder letter saying I needed to pay £99.53 outstanding on my old account. I rang up and the person I spoke to said he couldn't see where this £99 had come from and was going to raise it to "a specialist team" and they would get in touch within 28 days. Also he could see no record of the previous final bill being sent out, and no record of the payment.

Now what's the best way to raise a complaint about this. Firstly having a final bill on a pre-payment meter sounds wrong to me anyway. Then after paying it, they have no record of me doing that (which I do as I've found the payment on my bank account statement). And finally sending me out a bill over a year later asking for another £100!

chanz4

I wonder if you have misdirected payments or incorrect start reading

nPower

ADChick wrote: »

Hi guys,

When I first moved into my house about 18 months ago, it was on pre-payment meters which I didn't want. I was originally with nPower, but I moved to British Gas as they would change my meters over for free. Later, through the savings club on here, I moved back to nPower as they were cheaper.

The issue comes from the pre-payment account. When I closed it over a year ago now, I received a bill for about £25. I rang up and had a bit of a moan asking how I'd managed to get this bill despite being on pre-payment. I paid it just to clear it and move on.

Now I haven't heard anything else until a couple of days ago, when I received a reminder letter saying I needed to pay £99.53 outstanding on my old account. I rang up and the person I spoke to said he couldn't see where this £99 had come from and was going to raise it to "a specialist team" and they would get in touch within 28 days. Also he could see no record of the previous final bill being sent out, and no record of the payment.

Now what's the best way to raise a complaint about this. Firstly having a final bill on a pre-payment meter sounds wrong to me anyway. Then after paying it, they have no record of me doing that (which I do as I've found the payment on my bank account statement). And finally sending me out a bill over a year later asking for another £100!

Hello ADChick,

Thank you for your post.

I can look into your old account with us for you and see what has went on.

If you can send me your details on an email to the address on my profile page I will getting checking.

Thanks

Carmel

Spiney1

A shocking company to do business with, from the moment i transferred energy companies to go on a cheaper tariff there have been problems, Customer services are shocking aswell as their computer system. Never get anything right! Big mistake changing to them,as soon as i can i will get out from them.

Mat_Lock

I get texts and emails at least 3 times a month saying there is a new bill. When I log in there is sometimes a bill (even though there wasn't one scheduled) and then a bill reversal, then another bill and then another bill reversal.

Their system is a piece of doggy doo doo !! Once my fixed rate is up, I am moving but I bet they will manage to screw that up too !!

scrimperjan

Like Mat_Lock I keep getting bills which are then reversed. It was happening all last year and after many, many frustrating telephone conversations with 'advisors' who promised to sort things out, they actually managed to produce two bills which were deducted from my account balance (which was about £1000 by then) in January.

Immediately after that they issued a third bill - and then reversed it. I had a visit from the meter reader, and the website was telling me that I would be billed on the 23rd May... so I waited, occasionally sending in my own readings as well. Just checked now and there is no mention of a May bill, they are now telling me I'll be billed in November. Meanwhile the balance from my direct debit payments is back up to £750.

I contacted Ofgem earlier this year, but was told that, as the problem had been going on for over a year, they couldn't help! Where's the logic in that? :mad:

Now I don't know whether Npower owe me money, or I owe them, it has all been so complicated. I guess I should change suppliers but it's such a mess, I really wanted to have it sorted before I change.

wavelets

scrimperjan wrote: »

...I contacted Ofgem earlier this year, but was told that, as the problem had been going on for over a year, they couldn't help! ...

Did they not also explain that they don't help with individuals complaints anyway...

Oh well, it's all explained on the Ofgem website.