Npower, grrrrrr.

HollyJayJay123

In early July 2013 my mother passed away, the npower bills were in her name, I contacted Npower informing them of the situation on the 4th July 2013, I agreed with them I take over the account as I lived at the same address, I gave them my bank details etc and agreed £69 pcm DD payments, after 3 months no money had been taken out also my mother was in credit by £76 when she died and I still had not received that as promised, I rang them they said they would re-instate the DD and apologised, after another 5 months and 3 more calls still no money had been taken from my account, so in march 2014 I decided to change service providers, I have had problems with Npower before, in May 2014 I received a bill from Npower for £811 covering both gas and electric, the bill came in my mothers name not mine, I emailed npower to complain as by now a bit fed up of phoning and being passed around to different depts., last Monday 10th july 2014 I received a letter from a DCA dealing with bereavement and they want to look into my mothers estate, to obtain a grant of probate, I have emailed them explaining my mother was in credit when she died and they have no right to pry into her private affairs, other than the Bill some 11 months after I lost my mother ive heard nothing from Npower at all, no reply to emails, no phonecalls, they are a disgrace treating people like this, I am not sure what to do now and what my rights are, help......:eek:

undaunted

Whilst they don't appear to have handled things particularly well & I can understand your irritation ultimately they only want to get paid for the energy used.

You were happy to agree £69 p/m and haven't actually paid this as yet, (I make that 10 months assuming you were to start paying from Aug) and there was £76 credit which gives £766 - only £45 off your actual consumption (assuming the £811 was not an estimated bill).

I would have thought that if you'd written to Npower stating the facts, that you were not intending sending anyone details of your mothers affairs but were quite happy to pay the agreed £690 (and ideally the odd £45 too) immediately by cheque upon confirmation that the £76 had been applied to the account and the account changed into your name as requested (or would be upon receipt of your cheque and death certificate) then I can't see why they would male a problem out of that?

naedanger

undaunted wrote: »

I would have thought that if you'd written to Npower stating the facts, that you were not intending sending anyone details of your mothers affairs but were quite happy to pay the agreed £690 (and ideally the odd £45 too) immediately by cheque upon confirmation that the £76 had been applied to the account and the account changed into your name as requested (or would be upon receipt of your cheque and death certificate) then I can't see why they would male a problem out of that?

Have you ever dealt with npower? Their incompetence has to be seem to be believed. They cannot do anything out of the very ordinary and if they get something wrong then they seem to be incapable of fixing it.

The idea that setting out in a letter what should be done seems reasonable but does not work in practice. All that is likely to happen is someone in npower will make some random change to the account to get the case off their desk. (Or at least that is the impression I get from my dealings with them.)

undaunted

I'm well aware of Npowers poor service - see for example the thread Npower versus the vulnerable (I have now bumped it for you).

Nevertheless I don't think even they would turn down the opportunity to get their £811 in full immediately rather than trying to argue that the estate (which there may or may not be) should at some future time pay the bills incurred for energy consumed by the poster after her death which he / she is happy to pay for themselves

naedanger

undaunted wrote: »

I'm well aware of Npowers poor service - see for example the thread Npower versus the vulnerable (I have now bumped it for you).

Thanks for that. I have read it, quite quickly and without following the detailed arguments. I was rooting for the customer so the outcome was not what I was hoping for. But it was what I was expecting, namely that the party with the most money for lawyers is most likely to win.

Nevertheless I don't think even they would turn down the opportunity to get their £811 in full immediately rather than trying to argue that the estate (which there may or may not be) should at some future time pay the bills incurred for energy consumed by the poster after her death which he / she is happy to pay for themselves

You may be correct. It is just that it is not in line with my experience. Even if they agree to the request I would be surprised it they could implement it without lots of further errors. (Though hopefully I will be proved wrong and they will fix things efficiently.)

nPower

HollyJayJay123 wrote: »

In early July 2013 my mother passed away, the npower bills were in her name, I contacted Npower informing them of the situation on the 4th July 2013, I agreed with them I take over the account as I lived at the same address, I gave them my bank details etc and agreed £69 pcm DD payments, after 3 months no money had been taken out also my mother was in credit by £76 when she died and I still had not received that as promised, I rang them they said they would re-instate the DD and apologised, after another 5 months and 3 more calls still no money had been taken from my account, so in march 2014 I decided to change service providers, I have had problems with Npower before, in May 2014 I received a bill from Npower for £811 covering both gas and electric, the bill came in my mothers name not mine, I emailed npower to complain as by now a bit fed up of phoning and being passed around to different depts., last Monday 10th july 2014 I received a letter from a DCA dealing with bereavement and they want to look into my mothers estate, to obtain a grant of probate, I have emailed them explaining my mother was in credit when she died and they have no right to pry into her private affairs, other than the Bill some 11 months after I lost my mother ive heard nothing from Npower at all, no reply to emails, no phonecalls, they are a disgrace treating people like this, I am not sure what to do now and what my rights are, help......:eek:

Hello HollyJayJay123,

Thank you for your post.

This doesn't sound right. If you can send me the account details on an email to the address of my profile page I will look into this for you.

Thanks

Carmel

jazzy

nPower_company_representative wrote: »

Hello HollyJayJay123,

Thank you for your post.

This doesn't sound right. If you can send me the account details on an email to the address of my profile page I will look into this for you.

Thanks

Carmel

The NPower rep on this site just uses a general NPower customer services email address and not a personal response email service..

Bluebirdman_of_Alcathays

jazzy wrote: »

The NPower rep on this site just uses a general NPower customer services email address and not a personal response email service..

And what on earth is wrong with that?! There is no way I would be giving out my actual work email address on a public forum like this.

jazzy

Bluebirdman_of_Alcathays wrote: »

And what on earth is wrong with that?! There is no way I would be giving out my actual work email address on a public forum like this.

The NPower rep might as well state go to the NPower Website and use the contact page..

naedanger

jazzy wrote: »

The NPower rep might as well state go to the NPower Website and use the contact page..

Are you sure it is the same address.

On the complaints page of npower's website I see: complaintsteam@npower.com

Whereas the npower rep gives the following:helpandsupport@npower.com

So I assumed if you use the first address (i.e complaintsteam) you probably get the typical npower complaint service, which in my experience is an abysmal service

Whereas if you use the second address (helpandsupport) you get the sort of service you should get as a matter of course.

However I may have misread.