MSE News: Warning: Npower's slapping ex-customers with huge bills

Consumerist

MABLE wrote: »

But really is this fair on customers like myself who have paid their bills. I gave them monthly readings and worked out my balance and just paid it by cash back credit card as I had a qty account with them. I never once waited for the bill. Perhaps in future I should and then may be I will not have to pay a dime back.

That's ok for those who are able to calculate there bills but the sad truth appears to be that most people just don't understand them. If an energy suppler is unable to provide a final bill within six months of leaving them then they deserve to forfeit the debt.

andy5241

I hadn't been given a gas bill since October even though I phoned on numerous occasions, so I switched in April to Ovo and this went through on the 15th of May with £669.75 still in credit. I know this is not all mine, but why oh why did they have to take another £49.25 from my bank account on the 2nd of June when I haven't got a final bill yet and my account with them was closed on the 14th of May? Its just shocking customer service all round.

boby-808y

I unfortunately work for npower to my embarrassment. Our new billing system is broken and they knew this when introducing it. Due to lack of real job alternative a great number of us are stuck taking the brunt of the anger that the management team knowingly created and add too. Please go easy on us we are just trying to pay our bills.

By the way if npower put you in debt because of these errors your credit score will be affected, they only recently came out with that gem. They should have their licence taken away but then I would be out of a job and the managers who caused the problems will go on to another high paid job to make a mess of. I would never recommend npower to anyone

Bargainhunter83

boby-808y wrote: »

I unfortunately work for npower to my embarrassment. Our new billing system is broken and they knew this when introducing it. Due to lack of real job alternative a great number of us are stuck taking the brunt of the anger that the management team knowingly created and add too. Please go easy on us we are just trying to pay our bills.

By the way if npower put you in debt because of these errors your credit score will be affected, they only recently came out with that gem. They should have their licence taken away but then I would be out of a job and the managers who caused the problems will go on to another high paid job to make a mess of. I would never recommend npower to anyone

I today found out npower put a debt on my credit report. I pay them the agreed amount every month. 9 months I've waited for a direct debit to be set up. 9 months I've waited for a correct bill. Because of damn computer systems they have no record of my start readings! I'm billed on wrong tarrif. 4 months after initial complaint...nothing. 3 months after ofgem sent complaint....nothing. Currently contacting experian to find out if the incorrect debt can be removed :mad:

chanz4

correct me if Im wrong, but I thought dd customers were billed every 6 months, so how can it be 6 months or more?

davehsug

boby-808y wrote: »

I unfortunately work for npower to my embarrassment. Our new billing system is broken and they knew this when introducing it. Due to lack of real job alternative a great number of us are stuck taking the brunt of the anger that the management team knowingly created and add too. Please go easy on us we are just trying to pay our bills.

By the way if npower put you in debt because of these errors your credit score will be affected, they only recently came out with that gem. They should have their licence taken away but then I would be out of a job and the managers who caused the problems will go on to another high paid job to make a mess of. I would never recommend npower to anyone

As you'll know, sadly over 1,000 people are already paying the price for the senior mangers' incompetence, with the loss of their jobs. When the Stoke billing site closes in a few weeks the mess is only going to get worse!

Bargainhunter83

Ted55 wrote: »

I would love to switch from Npower, but since I joined them in December 2012 (for both gas and electricity), I have not received a gas bill, nor have they taken a DD payment from my bank. Despite several phone calls to them throughout this period, and promises from them that they will sort it out, I am still waiting for a bill some year and a half from when I joined them. It's now in the hands of the Ombudsman. The Ombudsman have warned me that a large proportion of their complaints relate to Npower and although my complaint is not too complicated, they have given it an estimated time of completion fitting for a complicated case because of Npower's complaint caseload! Never known a company like it. I cannot wait to settle up and leave!

Exactly the same for me! No account set up, no correct bills. Glad I'm not alone! Let's see if they can sort it within a year...three months to go!

MABLE

boby-808y wrote: »

I unfortunately work for npower to my embarrassment. Our new billing system is broken and they knew this when introducing it. Due to lack of real job alternative a great number of us are stuck taking the brunt of the anger that the management team knowingly created and add too. Please go easy on us we are just trying to pay our bills.

By the way if npower put you in debt because of these errors your credit score will be affected, they only recently came out with that gem. They should have their licence taken away but then I would be out of a job and the managers who caused the problems will go on to another high paid job to make a mess of. I would never recommend npower to anyone

Appreciate your honesty but as they say dont bite the hand that feeds you.

Also during my time with NPower was trouble free except they get pestering me for meter readings even though I advised them on a monthly basis. In the end they just wore me down.

boby-808y

Bargainhunter83 wrote: »

I today found out npower put a debt on my credit report. I pay them the agreed amount every month. 9 months I've waited for a direct debit to be set up. 9 months I've waited for a correct bill. Because of damn computer systems they have no record of my start readings! I'm billed on wrong tarrif. 4 months after initial complaint...nothing. 3 months after ofgem sent complaint....nothing. Currently contacting experian to find out if the incorrect debt can be removed :mad:

Sorry to hear about this but unfortunately we are dealing with these issues often. Some one mentions the 6 month bill on DD. Its actually 3 monthly but a statement is only sent for six months. Due to the DD not being set up you will have a payment scheme set up and as I understand a credit reference mark is then create through no fault of your own but Paul Massara and his gang fualt.

talktalktobt

Well, I have had the most unplesant morning speaking Jason and then Lee at Npower this morning. We got a 'reminder' for payment for just less than £400 for a bill never received over a year and a half ago. What hit me more than anything was the terrible and threatening attitude of Npower. They used scare tactics saying that our credit file would be hit if we didn't pay & that debt collectors would come around.

We had submitted an official complaint regarding the billing system, but was promptly told by Jason that there was no complaint and we had to pay. My son wanted them to hold off any action until receipt of an official response from the official complaint... but according to him there "was no complaint there" and we had to pay straight away. This surely is such bad practice.

I have never been so angered by the attitude of any customer service representative as I was by Jason today.

I also have great exception to the 'help' to pay that has been publicised to such great extent by Npower. I asked for a payment plan and was told that this would be noted on my credit file, and that I would have to pay with an 'Arrears Card' in person at my local Post Office. So, it seems as if Npower will 'help' you fix their mistake by putting a black mark on your credit file and embarrassing the heck out of you!

We were pretty much bullied into paying. Two retirees who will miss the amount of money very much. That being said, I will ensure Npower suffer... I will be ensuring everyone I know leaves Npower ASAP and nobody joins