NPower complaints phoning back? Let's see

Lizling

They phoned! (5 and a bit days)

But it's not resolved. They phoned me to tell me all the things that I'd already told them. They also explained to me that the not billing customers 6 months after the account had been closed has conditions attached and will probably not apply to me because they did bill me earlier, just for the wrong amount.

Not able to give me any idea how long it'll take to resolve this still.

The count continues...

nPower

Lizling wrote: »

They phoned! (5 and a bit days)

But it's not resolved. They phoned me to tell me all the things that I'd already told them. They also explained to me that the not billing customers 6 months after the account had been closed has conditions attached and will probably not apply to me because they did bill me earlier, just for the wrong amount.

Not able to give me any idea how long it'll take to resolve this still.

The count continues...

Hello Lizling,

Thank you for your post.

If you can email me your details to the address on my profile page I will be more than happy to take a look into your account and get some timescales for you.

Thanks

Carmel

Lizling

Thanks NPower representative, but it seems to be all sorted now (touch wood).

I ended up telling NPower to just agree with Ovo's estimated reading rather than drag this out any further. They seemed happy enough with that since it works in their favour.

Still no final bill though and I won't consider this properly over until I've had a proper final bill with all the information on it this time, and checked their maths.

Apparently the outstanding balance has gone up to about £200 now and will definitely not be wiped, despite dating back to last year. All rather disappointing.

Judi11

We left NPower in October last year and they owed us £600. To cut a very long story short, including going to the Ombudsman, NPower have now decided to wipe the final bill, because they had major problems with their system back when we switched, so can't actually work it out. All fine if we owed them money but they owe us £600! So we have told them that we do not accept this. We have now writted to Watchdog and hope that they will take an interest because at one point the NPower system showed that we owed them over £45,000! We are again waiting for NPower and the Ombudsman to come back to us but if we still have no sign of receiving our £600 we will start court proceedings on the 1st September. We have decided to never pay by direct debit again and always owe the energy company money. It may cost us a little more but we will not be in this situation again.

zaax

Why wait, start the Money claim Online today and don't forget to add 10% for expenses, time wasted on the phone etc.

EnergyInside

When you change supplier it is the new supplier who is responsible for the process. You provide your NEW supplier with meter readings and they use these to start billing you from. They then send these readings through to the old supplier who then generates a final bill based upon them.

If you don't provide your new supplier with opening reads, they will estimate what the reading should be based on previous actual meter readings. Also if you provide your new supplier with a reading inconsistent with the actual meter readings on record, it will be rejected and an estimate used.

It is Ovo who provided the incorrect estimated gas reading to Npower, not the other way around.

These readings can be changed by raising a "SAR" or Shipper Agreed Read process. This can take 4-6 weeks (sometimes longer) to amend your reading. This would then produce an amended final bill which uses the correct reading. Either supplier can raise this process.