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

teddysmum

Have you contacted Executive Complaints via email, instead of just talking to call centre staff ? I've always found the former to be very helpful.

GeordieGirl123

I realise that most of these comments are old, but I have had an interesting situation...

I left NPower in August 2014 and fully paid up my account - in fact, I was in credit, so the final account was paid back to me, after which point I cancelled my DD (I had already moved out).

Two months or so ago, I started to get calls from a debt collection agency trying to chase money on behalf of NPower, an alleged unpaid bill at the end of my tenancy. I contacted NPower who insisted they had been writing to me (they had not) and that I had to pay the bill - only around £50. They have also admitted that they 'reopened my closed account', although cannot say why this happened.

I disputed this and they agreed that they would be prepared to write it off as a goodwill gesture. However, I am still getting hounded by debt collection agencies for this sum. Not only this, but I have now checked my credit file with Experian, and as a result of NPower's mistake (suggesting I have not been paying for 2+ years_ which they are yet to put right, my credit rating is 'VERY POOR', which would mean that I would have difficulty in getting a mortgage or borrowing money. I have never had any other unpaid debts and am savvy when it comes to how credit ratings work - my file was previously 'VERY GOOD'. As I am at the stage in my life where I have been trying to arrange a mortgage, I'm devastated.

I have followed their complaints procedure but thus far am getting nowhere fast. NPower will not agree to redress the Experian credit history until they have worked out why I have not paid my bill, despite me having proof of having paid, a closed account and proof of not having lived at the address for over two years. Next step is the Ombudsman, but it all takes time and has severely impacted my personal life and house buying ability.

Am in shock that a company could do this. If they don't fix the problem soon, I won't be able to buy a house.

Gaynor_Bebb

I received a letter from a debt collection agency acting on behalf of Npower in 2013, I informed them that the information they had was incorrect. Firstly, I did not reside at the address for which the bill of £2,282.90 was owing, I informed them very politely that they should check their facts before sending out letters, I did not hear anything more from them for over 3 years then on the 11 of May 2017, and the 21 May 2017,again then on the 31 May 2017, and yet again on the 10 June 2017, I have had demands for the amount above from now said Westcot Debt Collection Agency. Despite emailing them telling them that I do not reside at the address they are claiming the debt for, they keep sending demand letters, I have no intention of paying a debt which has nothing to do with me, and they can keep on sending letters as they will now go in the bin with the rest of the rubbish.

GeordieGirl123

Gaynor, I feel your pain.

I'd urge you, though, to check with credit reference agency Experian or another one to see if NPower has marked you down as defaulting all this time.

This is what happened to me - it eventually emerged they had reopened my old account, rebilled it at a new tariff and then claimed I had debt.

I was quite happy not to pay the debt, but then I realised they had been reporting me for bad credit - so do check that they haven't done the same to you. If so, it could affect your future credit rating - so worth checking. I got answers quicker by outing them on twitter. They are shambolic.

rozitron

I was back billed by these idiots.
Took over 4 years of arguing that I was wrongly billed and also that I was no longer supplied by them (how they can not know if they supply you or not is an example of their incompetence).
Finally in 2015 they wrote apologising about the mistake and would stop all attempts to collect and update their records.

I would add that during this time three attempts by myself to gain access to my data was ignored!

Now two years on, I've been sent a bill for thousands! Same account.
And now a court summons.

At least a court order might stop them!!

Starting to look at compensation but the ombudsman would not look into it because of the 2 year gap. Fat lot of use they are.

kstuttard

We're having an absolute nightmare with npower.

Problems all started when we moved house, we were over £300 in credit with them, right up until the moment we asked them to change the pre-pay meter that was fitted in our new house to a regular meter.

Suddenly, we were over £500 in debt with them, despite our arguments, we relented, paid up the account in full and promptly left npower.

Now over 2 1/2 years later, npower are sending bills and threatening debt collectors for over £100 - anyone any advice?

We got sent an itemised account overview, which actually shows us to be in the black for the amount that they claim we owe (I was always taught that if you are in black, you're in credit) .

Anyone else had similar problems and can advise?

Thank You