Npower closed account in credit promised refund still waiting

^!£$&

We changed energy suppliers away from npower in May 2014.
All the correct processes were followed and new supplier gave npower final readings etc.. Npower confirmed account closure but we are in credit. I rang them over a month ago asking for my refund please. I Was told by a very uninterested employee that I would have it within 10 working days via bank transfer as they still had my bank details and direct debit was active. I felt at the time they were just trying to fob me off. Now fast forward to over a month later and they still owe us our money. :mad:

naedanger

snowbrow wrote: »

We changed energy suppliers away from npower in May 2014.
All the correct processes were followed and new supplier gave npower final readings etc.. Npower confirmed account closure but we are in credit. I rang them over a month ago asking for my refund please. I Was told by a very uninterested employee that I would have it within 10 working days via bank transfer as they still had my bank details and direct debit was active. I felt at the time they were just trying to fob me off. Now fast forward to over a month later and they still owe us our money. :mad:

Well you could follow their complaints process.

http://www.npower.com/business/help-and-support/contact-us/how-to-make-a-complaint/

Is hasn't worked for me. Npower ignored my complaint repeatedly so after 8 weeks I complained to the Ombudsman. They upheld my complaint and told npower to fix things within 4 weeks. They in turn closed my complaint having done none of the actions they agreed with the Ombudsman.

Having said that your complaint looks quite straightforward so hopefully npower will give you your money back. Than again their service is dreadful so they might just do nothing as it saves them money.

^!£$&

Thanks will do! I wasnt aware of this.

nPower

snowbrow wrote: »

We changed energy suppliers away from npower in May 2014.
All the correct processes were followed and new supplier gave npower final readings etc.. Npower confirmed account closure but we are in credit. I rang them over a month ago asking for my refund please. I Was told by a very uninterested employee that I would have it within 10 working days via bank transfer as they still had my bank details and direct debit was active. I felt at the time they were just trying to fob me off. Now fast forward to over a month later and they still owe us our money. :mad:

Hi snowbrow

Did you manage to get your query sorted? If not, you're welcome to pop us an email to the email address showing on our profile page. We'll be happy to help.

Thanks

David

^!£$&

nPower_company_representative wrote: »

Hi snowbrow

Did you manage to get your query sorted? If not, you're welcome to pop us an email to the email address showing on our profile page. We'll be happy to help.

Thanks

David

Hi David I've just dropped you an email as problem not yet sorted.
Thanks

HampshireHound

Hi Snowbrow,


First forum post, wish me luck! Whenever I have moved I have always had trouble getting money back, clearly this was not by choice for you.


In any case, the final bill NPower should have sent you should have accurately contained your credit, as it didn't the bill is inaccurate. Assuming you paid by DD, which your story suggests, you can simply claim against the DD indemnity at the bank.


If you are nice you can claim back just under what NPower owes you and await what should be a marginal refund. Alternatively you can claim back slightly more than you are owed and wait for NPower to bill you for the difference.


Couple of things to note: 1, don't claim back more DDs than you are entitled to. e.g. if your DD is £10 and they owe you £25 claim back 2 or 3 months of payments, not 6. 2. No matter which option you choose you need to contact NPower to tell them this is what you are doing so they are aware. 3. Explain what you are doing to the bank. It is not misusing the DD guarantee but claiming more than one payment looks odd so easiest to just be upfront about it.


I have done this a number of times, including with NPower because I was told it would take 8 weeks to process a refund. I told them I wasn't willing to wait, and funnily enough after invoking the DD guarantee a new bill was on my doorstep within a week.


Best of luck.

Modgepodge

You'll probably have to keep phoning.

It took me 68 days, 5 phone calls, and an email to their complaints department (which they didn't even acknowledge, so not worth mentioning really) to get my refund. I also got a goodwill payment of £30 as I ranted and ranted at them about how awful they were.

Persistence is key!!!

^!£$&

Thanks guys. Yes I have had a final bill and online it says my account is closed despite me being in credit. I will ring again tomorrow and tell them I will reverse my direct debit which is Only £12 less than they owe me. I am so cross with them I will never ever use them again.

Subzero2003

Unfortunately, i've been trying to do the same thing.

From spending the last 3 months trying to get credit in my account recredited to my current account, I can say that it is more difficult than trying to ride a unicycle with no legs. Or arms. Or head.

I too have had countless "10 working days and it'll be back", which have all failed because the system apparently won't let anyone refund my money. One bright spark gave some of it back by way of a cheque - which worked brilliantly. Unfortunately, trying to get the remainder back, without that one CS rep with a brain helping me, is proving impossible. I'm back to the geniuses who either A) won't give one because my account is screwed try to issue an electronic payment which is inevitably bounced C) Promise they'll call you back - and obviously never do.

ExtraMask

Aiming to be the best by 2015, which has recently been extended to the end of 2015. It's a moving target I guess.

^!£$&

Well I have been promised that it'll be in my account tomorrow so we shall wait and see..