Nightmare npower Prepayment Key FINAL DEMAND!!!

HannahandBob

Hi folks!

Im starting to lose the will to live... Ive now clocked up 2:47 hrs waiting for npower to answer my call on the 0800 316 7542 number that the final demand letter instructed me to call within 10 days if i didn't want legal action! An automated voice warned me the estimated waiting time was an hour, now she keeps thanking me for waiting, telling me they haven't forgotten about me and they will help me just as fast as they can! Which is wearing a bit thin now for the 100th+ time!

The complaints dept answered just over 2hrs in and asked me which number i had called and said they didnt know why i was through to them, at which point she said she would put me into the correct queue which i've now been in for a further 50mins! :mad:

Thing is i don't understand why I have a bill for a prepayment key at all! I switched to Ecotricity earlier this year after having a whole string of nightmares with npower changing my meter from duel rate (economy 7) to single rate after my storage heaters were replaced with air source heating. During this whole affair npower's incompetence and bad customer service was just dazzling! I did get some compensation in the end but not as much as was agreed over the phone! So i am more than thrilled with Ecotricity as not only are they greener but their service is head and shoulders above and they are cheaper too! But a few wks ago i got a bill from npower for £47.28 after having left my key meter slightly in credit.

I had only been with them for a couple of years anyway. And it had only been about 6months since the meter had been changed that i switched.

Its now 3:11hrs and i still haven't managed to speak to anyone. I think I might scream if i hear another round of the same inane music repeating!
Thank god I have cordless speakerphone and haven't had to sit glued in the same spot for 3hrs like some people do!


Has anybody come across this before or does anyone have any suggestions? I know their billing has been notoriously inaccurate of late and ofgem are stopping them from doing telesales until they sort it out. This company is clocking up an epic waste of what little time i have! And i have a horrible feeling once i get through to someone i wont be much the wiser for it!

Any help much appreciate! Thanks in advance

Update; the phone was finally answered at 3:23hrs!!! I was put through to prepayment and a lovely gentleman said he would mark it as a handoff and put it through to back office... Whatever that means! ... So threatening letters will be halted and it will take 28days to deal with it until i hear anything more. But he said he thought it was odd too seeing as i had a prepayment key meter and im no longer with them.... Will keep you posted!

Macadamia

Just a quick tip - if you are still on hold. Make sure you keep swapping handsets.

You don't want to loose the call because your battery dies.

(I was on hold to npower for more than 2 hours a week last Friday - you are not alone....but you know that already.)

Good luck!

Biscuit_Tin

HannahandBob wrote: »

Hi folks!

Im starting to lose the will to live... Ive now clocked up 2:47 hrs waiting for npower to answer my call on the 0800 316 7542 number that the final demand letter instructed me to call within 10 days if i didn't want legal action! An automated voice warned me the estimated waiting time was an hour, now she keeps thanking me for waiting, telling me they haven't forgotten about me and they will help me just as fast as they can! Which is wearing a bit thin now for the 100th+ time!

The complaints dept answered just over 2hrs in and asked me which number i had called and said they didnt know why i was through to them, at which point she said she would put me into the correct queue which i've now been in for a further 50mins! :mad:

Thing is i don't understand why I have a bill for a prepayment key at all! I switched to Ecotricity earlier this year after having a whole string of nightmares with npower changing my meter from duel rate (economy 7) to single rate after my storage heaters were replaced with air source heating. During this whole affair npower's incompetence and bad customer service was just dazzling! I did get some compensation in the end but not as much as was agreed over the phone! So i am more than thrilled with Ecotricity as not only are they greener but their service is head and shoulders above and they are cheaper too! But a few wks ago i got a bill from npower for £47.28 after having left my key meter slightly in credit.

I had only been with them for a couple of years anyway. And it had only been about 6months since the meter had been changed that i switched.

Its now 3:11hrs and i still haven't managed to speak to anyone. I think I might scream if i hear another round of the same inane music repeating!
Thank god I have cordless speakerphone and haven't had to sit glued in the same spot for 3hrs like some people do!


Has anybody come across this before or does anyone have any suggestions? I know their billing has been notoriously inaccurate of late and ofgem are stopping them from doing telesales until they sort it out. This company is clocking up an epic waste of what little time i have! And i have a horrible feeling once i get through to someone i wont be much the wiser for it!

Any help much appreciate! Thanks in advance

Update; the phone was finally answered at 3:23hrs!!! I was put through to prepayment and a lovely gentleman said he would mark it as a handoff and put it through to back office... Whatever that means! ... So threatening letters will be halted and it will take 28days to deal with it until i hear anything more. But he said he thought it was odd too seeing as i had a prepayment key meter and im no longer with them.... Will keep you posted!

You mean you patiently kept holding on the phone for almost 3.5h and you didn't ask ? :eek:

chanz4

its likely to be either the final read, take it you gave a read when switching? or the other suppliers card was used to early