Monitoring an NPower account closure

jbuchanangb

Seeing all the Npower disaster stories on here, maybe I should keep some good records of my switchover process.

I switched from Npower to First Utility on 11th June. My most recent Npower bill was dated 24th April, with a debit balance of £91.27, which was followed by a DD payment of £105 on 10th May. Thus the account was in credit by £13.73. A DD payment of £110 was due on 10th June, but did not take place.

Based on my meter readings on 11th June I had an expectation of owing £66.92 for electricity and £33.41 for gas, a total of £100.33, and assumed I would receive a final bill, and maybe a DD in that amount, less the credit balance of £13.73, i.e. £86.60

On 23rd June without any prior notice, a DD payment of £96.27 was made, and the on-line account now shows the account in credit by £110.

So now I expect a final bill and a repayment of £9.67.

Stay tuned for the next developments.

jbuchanangb

Today I received an e-mail from them as follows:
Your payment scheme is cancelled

We’d just like to confirm that we’ve cancelled your regular payment scheme.
Your last regular Direct Debit payment date is 23rd June 2014. We may have already requested this from your bank and we’ll be unable to stop it.

We’ll also send you your final bill within 30 working days of your account closing. The full amount will be taken directly from your bank account on the date specified on this bill, which may be different from your normal Direct Debit payment date. If we owe you a credit this will be paid directly into your account on the date shown on the final bill.

Stay tuned for next developments.

jbuchanangb

Because I was curious, I logged on to my NPower account, and discovered that a bill called "Final Energy Statement" had been generated on 24th June. Needless to say, I had received no e-mail notification about this.

The date of the last readings on the account was 15th June, 4 days after I had submitted them to First Utility, so I have 4 days more standing charge to factor into my calculations and the Calorific Value was 39.1 not 38.9.

The account is shown £8.01 in credit so I await a payment into my bank account.

I can live in hope!

nPower

jbuchanangb wrote: »

Seeing all the Npower disaster stories on here, maybe I should keep some good records of my switchover process.

I switched from Npower to First Utility on 11th June. My most recent Npower bill was dated 24th April, with a debit balance of £91.27, which was followed by a DD payment of £105 on 10th May. Thus the account was in credit by £13.73. A DD payment of £110 was due on 10th June, but did not take place.

Based on my meter readings on 11th June I had an expectation of owing £66.92 for electricity and £33.41 for gas, a total of £100.33, and assumed I would receive a final bill, and maybe a DD in that amount, less the credit balance of £13.73, i.e. £86.60

On 23rd June without any prior notice, a DD payment of £96.27 was made, and the on-line account now shows the account in credit by £110.

So now I expect a final bill and a repayment of £9.67.

Stay tuned for the next developments.

Hello jbuchanangb,

Thank you for your post.

I will be more than happy to look into your account and chase up your refund. If you can send me your account details on an email to the address on my profile page I will get on it right away.

Thanks

Carmel

jbuchanangb

Today I received a further e-mail from NPower. Subject "Your bill is available online". I logged on to see what was occurring. The latest bill is the one dated 24th June. The account is still £8.01 in credit.
So it had taken 12 days from the bill becoming available, to an e-mail being sent to notify me.
While I appreciate the offer from the NPower Company Representative to expedite the repayment of £8.01, I think it would be better to let NPower's machinery grind round and see what happens.

Will report any other surprises.

Grumpy_Old_G*t

The email delay I think is a software bug.
After a recent NPower refund appeared in my current account I too checked my NPower account and sure enough a bill had been produced on 16th June, no email notification received.
I raised this with NPower, as mentioned in another post, with no satisfactory outcome. What was unusual was the due date of the next bill showing on the account which was 30th June.
On 30th June I received email notification of a new bill from NPower, logged on and guess what, no new bill.
The email referred to the 16 June bill.
When is this company going to sort out the complete mess their billing software is in.

jbuchanangb

Today an envelope arrived in the post from npower. Hooray I thought, a refund cheque.
Oh no, no such luck. Instead a 5 page treatise under the heading "Your tariff is ending soon and it's time to review your options".

Signed by Gareth Pickles it starts with "Firstly, I'd like to thank you for being an nPower customer....."

Well Mr Pickles, I've got news for you. I stopped being an npower customer on 15th June.

I'll go on monitoring the situation, and keep you all posted.

jbuchanangb

On Saturday 2/8 I gave up waiting and e-mailed the "official npower representative" using the e-mail address in their profile in this forum.

Today I received an e-mail response:
"We're arranged the refund as requested. It'll be back in your bank on Thursday. We're sorry for the delay."

I will check my bank on Thursday.

jbuchanangb

Funds received in bank.

Instruction sent to bank to cancel DD authorisation for npower.

TickersPlaysPop

Awesome.... so the moral of the story is?... email the NPower rep on this site to get good service?