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

Ashhayden

Rented an apartment from July 2008 to January 2014. Called nPower to advise that we'd moved in as they were the building supplier. NPower failed to send out a bill for a couple of months so I called to ask why, was told that I needed to supply a meter reading.

Spoke with the caretaker of the building to find out where the meters were situated, as they were not inside the apartment, was told that I could not access them and that the energy provider would need to do that. Called nPower back and passed on this information, they said that they would send someone out. Another month passed, still no bill, so called nPower again. Was told that I would need to take a meter reading, explained again that they would need to do this as I wasn't allowed access.

I told nPower that they would need to provide a bill as I was not willing to pay one huge bill after months of not receiving an invoice. 11 months after moving in one huge bill arrives. Called nPower explaining the issues and arrange payment plan. Continue with this payment plan until we receive a letter saying that we're in arrears.

Call nPower and we're told that we need to increase payments. Payments are increased. This cycle of payment plans and letters continues for some time. Eventually nPower agree to send out someone to analyse the Energy usage in the property. Energy usage analyst visits the property and agrees that our energy usage is extremely low, doesn't see how we can reduce bills anymore.

I will point out that we had 2 electricity meters, one for general usage and one for under floor & water heating. This was set to Economy 7 and the under floor heating was rarely used. We continue to make monthly payments, receiving statements and bills that make no sense at all, in fact at what point we were in credit.

Move forward to January 2014, we buy our first home and call to give nPower the final meter readings and await final bill. March comes and still no bill, in fact we receive a letter asking why we haven't paid. Call nPower and I am told that the account is still active and billing to our old address as we haven't closed it. I told the customer service adviser that I called in January and gave meter readings, CSA can see this in our notes and closes the account.

Then over the next couple of months we receive statements which range from hundreds of pounds in arrears to being in credit. Call nPower asking why I've received these and they apologise and tell us to ignore these statements as they are wrong. I am also told that nPower have switched systems and that the new system is worse than the last and it's churning out incorrect balances. The CSA say's to ignore all bills until we receive one showing 'customer reading'. He also said that more than likely the balance would be written off as nPower had no idea what our usage actually was. This was because their new system wasn't able to cope with properties that have more than one meter and we would be due compensation.

Last week I received a letter stating that nPower were unsure why we hadn't paid our bill. We called spoke to three separate people all unable to help and we were even cut off mid call as they're call centre closed. Called on the Tuesday and spoke with a complaint handler who said he would call back after he had investigated. Received message from nPower today asking me to call them, I did and spoke with another complaints handler who said that the bill wasn't correct and that we now owe £705 (originally £750) but that they would reduce it to £650 as a gesture of good will. I said that I couldn't trust their figures/conflicting information and that I would like to take this to the ombudsman. I asked if we were at a stage that that could happen and they said yes. However having checked nPower's website it would appear that their complaints procedure indicates that the complaint should move to the Executive Complaints team to deal with.

Dealing with nPower is beyond exhausting, their staff might as well be replaced with answering machines as none of them provide useful, accurate, caring, intelligent response. I can say without a doubt in my mind that nPower are absolutely the worst company I have ever had the misfortune of dealing with. I would sooner take a bath in acid than call their customer service centre. I am more than happy for this to progress to the ombudsmen even if only to highlight their failings as a company. However with that said I am also concerned that I will be left with arrears and having just bought a house I do not have disposable income to throw around. :mad::mad::mad::mad:

taxiandy

Npower are nothing more than a rogue company. Malicious, criminally inept and thieves to boot.
Why you may ask?
Well, I left them in April 2014 to join first utility. They indicated that i was paid up( they wouldn't have closed my account and let me leave otherwise) and that i was in credit and would get a refund in due course.
All my payments were made by monthly dd and i was on dual fuel.
Around the beginning of August i decided i would borrow some money to finance a new car. I kept getting knocked back by my bank and other financial institutions i had previously borrowed from leaving footprints on my credit file.
I then joined experian on a free trial to see if my excellent credit record had been harmed in some way.
I was shocked to find npower had marked me down for missing several months payments on my gas account although the electric was up to date.
I checked my bank account anf for around 6 months they had not taken anything from my account for the gas despite an arrangement to pay by dd for £80 per month.
After much dialogue and frustration i eventually got my credit rating restored. No apology, just a demand for £1100 which they allege i owe them. No statement of account or bill has ever been provided. I was offered a £50 in compensation to be reduced from the bill which i replied was derisory. They offered a hundred quid then and an offer to pay what i owe them over 12 months.
Today i went on to my online banking to pay some bills and found that i was overdrawn by £246. Shocked. i then checked my statement and the !!!!!!!s have raided my bank account for just over £1000 preumably by somehow reinstating my previous dd i had with them.
I have contacted my bank and they say they will reinstate my account within 1 working say. I have also asked citizens advice bureau to take action against them but i dont know if this will achieve anything.
In conclusion, npower is clearly a rogue company and should be avoided by all consumers for their own safety and security. They are not fit for purpose and should be disqualified from trading.
PS. If i ever identify the person that was responsible for raiding my account i will inflict serious harm on that person.
Thank you for reading this and please warn your relatives and friends. I f anyone has any other suggestions regarding any other action i can take against these thieves please feel free to reply to me.:mad:

naedanger

taxiandy wrote: »

Npower are nothing more than a rogue company. Malicious, criminally inept and thieves to boot.
Why you may ask?
Well, I left them in April 2014 to join first utility. They indicated that i was paid up( they wouldn't have closed my account and let me leave otherwise) and that i was in credit and would get a refund in due course.
All my payments were made by monthly dd and i was on dual fuel.
Around the beginning of August i decided i would borrow some money to finance a new car. I kept getting knocked back by my bank and other financial institutions i had previously borrowed from leaving footprints on my credit file.
I then joined experian on a free trial to see if my excellent credit record had been harmed in some way.
I was shocked to find npower had marked me down for missing several months payments on my gas account although the electric was up to date.
I checked my bank account anf for around 6 months they had not taken anything from my account for the gas despite an arrangement to pay by dd for £80 per month.
After much dialogue and frustration i eventually got my credit rating restored. No apology, just a demand for £1100 which they allege i owe them. No statement of account or bill has ever been provided. I was offered a £50 in compensation to be reduced from the bill which i replied was derisory. They offered a hundred quid then and an offer to pay what i owe them over 12 months.
Today i went on to my online banking to pay some bills and found that i was overdrawn by £246. Shocked. i then checked my statement and the !!!!!!!s have raided my bank account for just over £1000 preumably by somehow reinstating my previous dd i had with them.
I have contacted my bank and they say they will reinstate my account within 1 working say. I have also asked citizens advice bureau to take action against them but i dont know if this will achieve anything.
In conclusion, npower is clearly a rogue company and should be avoided by all consumers for their own safety and security. They are not fit for purpose and should be disqualified from trading.
PS. If i ever identify the person that was responsible for raiding my account i will inflict serious harm on that person.
Thank you for reading this and please warn your relatives and friends. I f anyone has any other suggestions regarding any other action i can take against these thieves please feel free to reply to me.:mad:

Npower's complaint policy is here:
http://www.npower.com/home/help-and-support/contact-us/complaints/complaints-handling-policy/
I suggest you put your complaint in writing to the email address given in the above link. If after 8 weeks they have not resolved your complaint to your satisfaction then complain to the Ombudsman.

This process is free.

Alternatively take legal action. (This is not something I know how to do myself, but you could check if your home insurance has legal protection cover that would pay for this.) A successful case:
http://www.mirror.co.uk/money/personal-finance/man-wins-3000-npower-after-3936566

emsikins

I'm hoping someone can offer advice on where to go with this... I've finally had my first statement from nPower since we (stupidly) moved to them in August 2013. We've given meter readings when requested through the year and paid by monthly direct debit and obviously, without a bill, haven't known whether we've been paying enough each month or not. Turns out we haven't but nPower won't recommend a new figure due to not having sufficient details of our usage?!! We're now stuck owing £251 on top of any additional usage heading into the winter months. Our fixed rate ends in February but we can't afford to up our payments enough to clear what we owe and cover what we might use over the next few months. I appreciate maybe I should have chased a bill but with it being an online account I assumed it would have been on our account.

Is there anything we can do or do we have any grounding to get this reduced? Or do we have to just suck it up and pay it over time?

naedanger

emsikins wrote: »

I'm hoping someone can offer advice on where to go with this... I've finally had my first statement from nPower since we (stupidly) moved to them in August 2013. We've given meter readings when requested through the year and paid by monthly direct debit and obviously, without a bill, haven't known whether we've been paying enough each month or not. Turns out we haven't but nPower won't recommend a new figure due to not having sufficient details of our usage?!! We're now stuck owing £251 on top of any additional usage heading into the winter months. Our fixed rate ends in February but we can't afford to up our payments enough to clear what we owe and cover what we might use over the next few months. I appreciate maybe I should have chased a bill but with it being an online account I assumed it would have been on our account.

Is there anything we can do or do we have any grounding to get this reduced? Or do we have to just suck it up and pay it over time?

Complain to npower that they have not been using the meter readings you been supplying and say what you wish them to do as a result. Their complaint process is here:
http://www.npower.com/home/help-and-support/contact-us/complaints/

You are strongly advised to write (using the email address in the above link) rather than phoning. This will ensure you have evidence of what npower say.

You will see if you are unhappy with their response you can ultimately (after 8 weeks) complain to the Ombudsman.

If it gets to the Ombudsman he will decide on the basis of what is reasonable. Therefore only ask for what you think an independent third party would think is reasonable e.g. a small discount off the amount owing to compensate for npower's service failure (ie failing to send informative bills using the readings you supplied) and/or time to pay off the amount owing etc.

If they handle your complaint poorly (e.g. by failing to reply in a timely manner, given incorrect information etc) then ask for compensation in respect of that too.

frank777

Consumerist wrote: »

Based on the experiences of others, I would suggest you go online again and print a few copies of your accounts page showing nil balance and the date. You never know when you might need a copy or two - despite what one person in nPower may have told you.

I was with NPower back in 2012, received a cheque for £0.28 recently Banked it and logged into my closed account - it was showing as £0.28 owing. I had complained to NPower in the past so reopened my complaint and received a credit for £25.28. A cheque is on the way for £25.00 another Ex Gratia payment. Always email your complaints and insist on an email response and keep a record. l've had £75.00 :beer: by way of Ex Gratia payments from NPower and maybe more to come? Log into your old accounts and check your account status, and always leave an audit trail with complaints, it pays :wall:

UPDATE - received an additional £25.00 Ex Gratia payment - cheque not received in the quoted 10-14 working days

Carrowboy

Hi all I'm unfortunately in the club too.
Changed from npower to edf after they couldn't sort out my bills after changing my tariff in January. I was put through to an outside company (which I wasn't aware of) who changed my tariff but didn't update npowers billing system????? Every time I phoned to query it I was told I was up to date but would always then receive an automated e-mail a week later saying I was in a debit amount and almost double the payment (£125 for dual fuel) would be taken. I cancelled my dd and paid manually over phone for 7 months until they could sort it, which they couldn't, and is why I have now switched. They're now demanding £240 final settlement bill which I'm refusing to pay on principle. Even the final reminder bills would never match up with what the operator would tell me on the phone and which they would never have a response for as they couldn't explain it. I wrote everything in a letter of complaint on the 18th of step but by today (13th oct) hadn't even received an acknowledgment other than continual final payment reminder letters. I've just rung them and they advised they received my letter on the 24th of sep!!!!! They now keep threatening me with bailiff/court action so does anyone know where I would stand with this? I'm currently waiting for a complaints manager to phone me back...(yeah right!) am I also within my rights to request the telephone transcripts under data protection act to prove all the incorrect information I have been receiving throughout the complaint?

naedanger

Carrowboy wrote: »

Hi all I'm unfortunately in the club too.
Changed from npower to edf after they couldn't sort out my bills after changing my tariff in January. I was put through to an outside company (which I wasn't aware of) who changed my tariff but didn't update npowers billing system????? Every time I phoned to query it I was told I was up to date but would always then receive an automated e-mail a week later saying I was in a debit amount and almost double the payment (£125 for dual fuel) would be taken. I cancelled my dd and paid manually over phone for 7 months until they could sort it, which they couldn't, and is why I have now switched. They're now demanding £240 final settlement bill which I'm refusing to pay on principle. Even the final reminder bills would never match up with what the operator would tell me on the phone and which they would never have a response for as they couldn't explain it. I wrote everything in a letter of complaint on the 18th of step but by today (13th oct) hadn't even received an acknowledgment other than continual final payment reminder letters. I've just rung them and they advised they received my letter on the 24th of sep!!!!! They now keep threatening me with bailiff/court action so does anyone know where I would stand with this? I'm currently waiting for a complaints manager to phone me back...(yeah right!) am I also within my rights to request the telephone transcripts under data protection act to prove all the incorrect information I have been receiving throughout the complaint?

The following is my view:

Do you have any idea of what you owe npower? If so then pay them this amount.

Secondly persist with your complaint by following their complaint procedure:

http://www.npower.com/home/help-and-support/contact-us/complaints/complaints-handling-policy/

Keep you complaint to email so you have evidence of what is said. Take your complaint to the Ombudsman if after 8 weeks you are not satisfied with npower's response.

You can get hold of telephone recordings (not transcripts) by making a subject access request under the data protection act.

To make your request use the template at the following link:

http://ico.org.uk/for_the_public/personal_information

(Personally I would ask for all information to which you are entitled.)

If npower require more information at that point they should come back to you as soon as possible. If they do not, or if 40 days expires from the making of your written request then post again here. Npower may charge £10 for the information.

Helen_1990_2

Another unhappy customer here.

We moved into our flat in June this year. The letting agents informed N Power (dual fuel) that we had moved in and passed on my details. At the beginning of August we got a small bill for electricity, no mention of gas. My partner rang up to pay the electricity bill and set up a monthly direct debit for future payments as this would apparently save us money, so they said.

Around a month ago received a quarterly bill. Emailed to query it as we had received an email confirming that a direct debit had been set up. Didn't get a response to the email.

2 weeks ago we got a reminder for the bill we hadn't paid. Rang N Power, spent 30 mins on the phone with an advisor. Advisor confirmed that she could see we had instructed them to put us on a direct debit plan but for an unknown reason 'this hadn't gone through'. She apologised and said she would send it to the 'back office'. I asked what was happening with the gas, as we still had no gas bill, she replied that it wasn't even showing on the system that they supplied our gas.

Open post today, got a reminder from N Power's debt collection arm demanding payment of the bill. Spend another 30 minutes on the phone trying to find out what's going on. Advised that our issue is with the 'back office' and that is why it isn't resolved yet. I therefore asked why we were still being sent debt reminders if the system was showing that our accout was being investigated with the back office, to which the advisor who sounded about 12 could not answer. Advised that the back office has 28 days to investigate matters....

I've only been dealing with this company for 4 months and I'm already at my wit's end with them. How can it be so difficult? I'm dreading the gas bill...absolutely disgraceful

john94

We left npower when we moved house at the end of feb. Gave them the final meter readings etc and settled up with them.
In july they sent us a letter saying that they were sorry for not sending us a final bill but all remaining unbilled amonuts had been written off. Fine I thought as there was nothing left to pay anyway.

Got home on 25th October to find new bill from npower for nearly £6k! Clearly its an error as we were living in a one bed terraced house not a mansion.

Phoned them yesterday to sort it out they said could only be sorted out by raising a complaint which would take 28-90 days to resolve!

There's so many things wrong with the bill that anyone with an ounce of common sense would recognise there was a problem, not npower though.

So angry that they can do this and not resolve for so long. I think npower should have to answer for their actions.