Npower Final Bill Dispute

Steesh

Hi,


We moved out of our property in Feb and Npower sent out final bill in June (after chasing them for months).


When we moved out we were £118 in credit, however the bill they sent was for £175. When I rang up to question this, they couldn't really explain to me how this was calculated so naturally I disputed this.


After a few more bills turning up (with different amounts), I rang them up again and they told me that we owed £125 as apparently they had not charged us sometime last year. Again I disputed this as their error and not ours.


I then received a letter from them apologising for the final bill taking a long time to come and that they were wiping the slate clean and our balance was now £0. Sorted! or so we thought.


Came back from holiday this week and we have another letter from them stating that they haven't heard from us regarding this £125 that we owe! Rang them back up and now they are saying the letter they sent us stating we owed £0 was a mistake and shouldn't have been sent.


What position are we in with this letter that we have confirming that the balance had been cleared? Will that stand up in court if needed?

Bluebirdman_of_Alcathays

You'll have to ultimately pay for the energy you've used. Whatever that is. npower making invoicing errors doesn't absolve you of the responsibility of paying your debts.

You may well not owe them anything of course, npower don't know their !!!! from their elbow!

Steesh

So even though I have it in writing that they have credited the balance in full as an apology, you think that its not worth the paper its written on?

Bluebirdman_of_Alcathays

You can't selectively choose which invoice to accept. The correct one is the valid one.

Just imagine, you're a trader, you do work for £1000, you incorrectly send out an invoice for £100. You would be particularly annoyed if you had no mechanism for correcting your error, and that your client could just accept your invoice they "had it in writing"

The problem with npower is ascertaining what on earth is correct. That, I admit, will be problematic.

naedanger

Steesh wrote: »

So even though I have it in writing that they have credited the balance in full as an apology, you think that its not worth the paper its written on?

If you have that in writing then I would take them at their word. Send them a copy and ask for a written final response. If they don't back down then complain to the Ombudsman.

Npower are terrible (in my experience). I can well believe they will have caused you a lot of work with their terrible billing. If as a result they agreed to cancel your last bill then that is what they should do.

You should first get a final written response to your complaint from Npower. If that is unsuccessful complain to the Ombudsman.

You only need to consider the legal position if both nPower and the Ombudsman reject your complaint and I think that is unlikely.

nPower

Steesh wrote: »

Hi,


We moved out of our property in Feb and Npower sent out final bill in June (after chasing them for months).


When we moved out we were £118 in credit, however the bill they sent was for £175. When I rang up to question this, they couldn't really explain to me how this was calculated so naturally I disputed this.


After a few more bills turning up (with different amounts), I rang them up again and they told me that we owed £125 as apparently they had not charged us sometime last year. Again I disputed this as their error and not ours.


I then received a letter from them apologising for the final bill taking a long time to come and that they were wiping the slate clean and our balance was now £0. Sorted! or so we thought.


Came back from holiday this week and we have another letter from them stating that they haven't heard from us regarding this £125 that we owe! Rang them back up and now they are saying the letter they sent us stating we owed £0 was a mistake and shouldn't have been sent.


What position are we in with this letter that we have confirming that the balance had been cleared? Will that stand up in court if needed?

Hello Steesh,

Thank you for your post.

I will be more than happy to check your account and find out what the status is. If you would like me to do so please can you send me your account details on an email to the address of my profile page.

Thanks

Carmel

Steesh

nPower_company_representative wrote: »

Hello Steesh,

Thank you for your post.

I will be more than happy to check your account and find out what the status is. If you would like me to do so please can you send me your account details on an email to the address of my profile page.

Thanks

Carmel

Thanks Carmel,




I have emailed you now.




Steesh