Getting a refund from npower!

Modgepodge

....is proving impossible.

We think they owe us around £600 because we've overpaid for the last few years (their estimate, not ours). They were going to reduce our monthly payment from £105 to £25 to clear this. Then we moved on 22nd may.

Phoned on 23rd with final metre readings. They said final bill and refund would be out within 28 days. Nothing after 28 days, so I phoned again. They had a record of my call on z23rd but nothing had done. Guy apologised and said again wed get final bill within 28 days. It's now been 21 days so I phoned again just to check if things were progressing...they're not. Again, I'm told they'll send out a bill, this time in 7-10 days and then it will take another 28 days to get payment!! I'm afraid the person I spoke to felt my wrath.

How can they be allowed to do this??? Has anyone else had a similar problem? Can't help feeling that after 7-10 days I'll be back on the phone again and no further forward...

Bluebirdman_of_Alcathays

For the last few years your bills have been guessed? :eek:

Andy_WSM

Modgepodge wrote: »

How can they be allowed to do this??? Has anyone else had a similar problem? Can't help feeling that after 7-10 days I'll be back on the phone again and no further forward...

It's nPower! Most of this forum is complaints about nPower!

Good luck! You'll need lots of luck and the patience of a Saint!

atolaas

Bluebirdman_of_Alcathays wrote: »

For the last few years your bills have been guessed? :eek:

have to 2nd Bluebirdman...did you give ever give them a meter reading? They should have sent someone out to read your meter every 6-12 months to prevent this situation from occuring...did anyone do this?

Modgepodge

We sent meter readings. What happened was we were on economy 7 and they had the readings the wrong way round, and it took them a really long time to work that out (obviously we had no idea either). Then they wrote to us saying we were massively in credit and I was like "woop...but this is too good to be true". When I phoned up they worked out what had happened. However, they can only bill us correctly for the previous 12 months as it's their mistake. So we've known they owe us a fair bit of money for a while but thought it would be easiest to just sort when we moved as we didn't want to claim it back then end up owing them or anything. I also suspect we've been overpaying anyway, they kept putting our bill up a few pounds every quarter and from talking to my dad he thought we were probably paying too much.

Anyway, left all this out previously as it's massively complicated and I don't think that relevant to the story. The issue itself was sorted over a year ago (they wrote to us telling us that they'd messed up and now sorted it etc etc and told us how sorry they were - can't say I really needed an apology at that stage tbh!) so I don't think that can be what's holding up the repayment - at least when I asked if there was anything specific about our account that was causing the hold up they said no.

Modgepodge

So yeah, sorry first post wasn't entirely accurate - it's not all from overpaying, I was just trying to keep it simple please don't shoot me!

nPower

Modgepodge wrote: »

....is proving impossible.

We think they owe us around £600 because we've overpaid for the last few years (their estimate, not ours). They were going to reduce our monthly payment from £105 to £25 to clear this. Then we moved on 22nd may.

Phoned on 23rd with final metre readings. They said final bill and refund would be out within 28 days. Nothing after 28 days, so I phoned again. They had a record of my call on z23rd but nothing had done. Guy apologised and said again wed get final bill within 28 days. It's now been 21 days so I phoned again just to check if things were progressing...they're not. Again, I'm told they'll send out a bill, this time in 7-10 days and then it will take another 28 days to get payment!! I'm afraid the person I spoke to felt my wrath.

How can they be allowed to do this??? Has anyone else had a similar problem? Can't help feeling that after 7-10 days I'll be back on the phone again and no further forward...

Hello Modgepodge,

Thank you for your post.

Please email me your account details using the email on my profile. I'd be more than happy to help resolve this for you.

Thanks

Chris

Modgepodge

Hi Chris,

Thanks for your message. I have to be honest, I'm nervous of emailing my account details to someone on a public forum - how do I know you are who you say you are?!

I've now had a final bill through the post showing a credit of around £500. Who knows when I'll receive it though!!

Npower will be receiving an official complaint from me, I'm afraid, though I doubt it will do any good.

jennie44

I would try the Ombudsmen, my daughter did and very quickly recieved her refund. Don't worry