N Power Account closure

FLAPJACK

Hi,

If this happened to you what would you do??

At the end of May my Electricity tariff came to an end, I changed tariff online...had an email confirming that I had changed to the new tariff.

A few days later I saw that my account had been closed by N Power.... a Final Statement was issued and a credit amount was repaid to my bank account...I rang and was told the back ofice would sort it within 28 days or 40 days (?)....I had another email telling me that N Power had cancelled the D/D payment.

Indeed it wasn't taken in June....although is still present in the list of D/D's on my bank website.

So I am in a situation now of having no electricity supplier! I am reading the meter at the same time each month and working out how much the costing is.

I used to send N Power the meter reading each month but as the account is closed I can no longer do that and neither can I pay for the electricity I am using (by debit card on the phone or D/D).

So what course of action would you take if you were me??....I am asking in order to have a plan of action should nothing be resolved in 28 or 40 days.

Could I sign up to another supplier? If I could do that in a few months time to whom do I pay for the elctric used between the end of May and the start date with a new supplier?

I am reluctant to go for a new supplier incase N Power in the future reactivates my account with them....in that case I would be in a postion of paying two suppliers for the same period of time.

Over to you.....what would you do?

Thanks

davehsug

npower are still your supplier unless you change. It is a quirk of the system I'm told, that sometimes, the only way to change a tariff was to close an account & re-open a new one. Not supposed to happen these days, but clearly not everyone knows!

dogshome

N'power's systems are in melt-down and have been for some time.

Keep on regularly recording your meter readings and bill calculations, and WRITE to n'power heading the letter Complaint, listing all your contacts so far - This should speed things up but there is no guarantee.

When you finally do get bills you are in a strong position to demand some recompense for the troubles caused, and if it goes on beyond May 2015 you will be in the position of being to claim "12 month back-billing" relief agianst the bill when you finally get it, particularly if the D/Debit payments have not been re-established

FLAPJACK

Hi Dogshome,

I am so paranoid about the situation that I have printed off all the details of the account history etc so I have hard copies....incase the account vanishes from the website.

Interesting that you mention the "12 month back billing" relief, I was under the impression that this was only valid if D/D's were still being taken...could you confirm if I am mistaken.

If I am mistaken then your news helps to quell my stress somewhat, I take it this is the scheme where NP write off the bill (?) and start afresh.

I suppose I am lucky in that they returned the outstanding credit!

Today I noticed a NP rep had answered a query here on MSE so I sent an email to them explaining what has happened...I have had a receipt to say the email has been read....who knows I may hear something.

Thanks again

FLAPJACK

davehsug wrote: »

npower are still your supplier unless you change. It is a quirk of the system I'm told, that sometimes, the only way to change a tariff was to close an account & re-open a new one. Not supposed to happen these days, but clearly not everyone knows!

I'm not sure whats happened this time...as I have changed tariff with NP a couple of times (online) and it all went without a hitch.

dogshome

Flapjack - The Backbilling Agreement is in place to save customers from "Bill Shock", when a supplier fails to send out bills for more than 12 months.

However if the customer has been paying D/Debits during the unbilled period, they would have built up a large credit that diminishes the bills bottom line, or even produces a bill showing credit - So normally 12 month back-billing will not apply to D/Debit customers as there is no "Bill Shock"
But if n'power are still not takeing your D/Debits come next May, it will apply

Send the Complaint letter which will hopefully speed things up, but with n'power's system problems there is no guarantee
When it is sorted ask n'power for recompense for the troubles they have caused

FLAPJACK

Cheers Dogshome,


I'll update here when something happens..

FLAPJACK

I have just had a very apologetic phone call from NPower and all has been rectified...even the online account has been updated.