Npower - delete credit when asked for it

natman1974

Hi I continually log in to my Npower account, submit readings and pay my bill by direct debit.

I pay £115 a month for gas and electric but in fairness use very little as I am away from the house a majority of the time.

My account credit had built up to just under £600 and so I got in touch and said I'd like to reclaim this money.
They said can I give them a meter reading (which I'd already done online)

When I did they immediately billed me over £400 and said that was my bill. I didnt understand as I pay by DD and it goes out every month.

Then I logged back into my online account and they have changed the way it is displayed so I now have no credit.

I think that Npower are in no uncertain terms stealing money from people.

My girlfriend then did the same, her account said £300 in credit so she phoned and asked for it back. They actually then wiped that £300 and in fact said she owed them money!!!

PLEASE Help I think NPOWER are literally stealling money from customers.

giraffe69

Perhaps you need to get your dictionary out to look at the definition of words such as theft.

natman1974

giraffe69 wrote: »

Perhaps you need to get your dictionary out to look at the definition of words such as theft.

great help that, WOW what a star.

JJ_Egan

Stealing or theft requires action from the police .Easy enough to check your account its usage monies paid and energy used . Then if you are claiming theft report the matter .

Credit shown today must be matched with the meter readings that apply .
I frequently am in credit until the next bill wipes the credit .

maas

The latest bill of £400, have you checked through the usage and the start and end meter readings for it.

Do they tally up with the previous bill.

I assume before handing over any "credit" they ensure that the billing is up to date and based on Actual readings.

WestonDave

The £115 per month is not the charge, it is simply a payment on account of the charges which will be determined according to the number of units used and the price per unit. So if you are paying £115 per month but using £150 worth of energy per month, when the bill is generated it will wipe out accumulated credit. Most energy companies have the monthly payment as unallocated credit until they get a meter reading to generate a bill. That is what you have seen.

Fruit_and_Nut_Case

giraffe69 wrote: »

Perhaps you need to get your dictionary out to look at the definition of words such as theft.

...and "literally".

System

We live in an age where we are surrounded by information and devices to access it. This is what NPower have to say about credit refunds:

https://customerservices.npower.com/app/answers/detail/a_id/39

Having never been a NPower customer I am not in a position to say whether they comply with this guidance.

If you cannot be bothered to do the sums, then download 'Meters' to your smartphone; enter a few tariff details, a couple of meter readings and you will have an accurate estimate of what you owe over a given period of time.

It is also worth remembering that a meter reading/s may or may not trigger a bill. I am with Ovo and I know that they calculate my monthly bill on the 14th of each month, so I provide them with a meter reading on the day or as close to it as possible. If I provide them with readings, say, on the 10th then I know that my bill will be estimated.

TickersPlaysPop

Hengus I'm glad you now don't comment on NPower concerns with and air of knowledge, and that you admit that you are not and have never been an NPower customer.

Looking across your posts over time I now get a feeling you might be an ovo employee or investor?

Your post about the smart phone app is useful... I used iMeter for ipad.

NPower have publicly admitted billing systems issues. Also they now only review the use vs payments twice a year... in the past this has been once a year and worse.... also there are complications with working out your personal usage due to direct debit discount and dual fuel discount.... plus if there is no clear starting point working out your balance with NPower it is very complicated.

Also if you have a debit repayment plan with them it further complicates the calculation.

Anybody that deals with NPower to resolve issues needs emotional support, a pot of cash to pay for the calls, and A LOT of time on their hands to make the calls.

Many people here have had success resolving NPower issues if they get the attention of the NPower Representative who occasionally attends this forum and offers their one to one services.

Geodark

natman1974 wrote: »

Hi I continually log in to my Npower account, submit readings and pay my bill by direct debit.

I pay £115 a month for gas and electric but in fairness use very little as I am away from the house a majority of the time.

My account credit had built up to just under £600 and so I got in touch and said I'd like to reclaim this money.
They said can I give them a meter reading (which I'd already done online)

When I did they immediately billed me over £400 and said that was my bill. I didnt understand as I pay by DD and it goes out every month.

Then I logged back into my online account and they have changed the way it is displayed so I now have no credit.

I think that Npower are in no uncertain terms stealing money from people.

My girlfriend then did the same, her account said £300 in credit so she phoned and asked for it back. They actually then wiped that £300 and in fact said she owed them money!!!

PLEASE Help I think NPOWER are literally stealling money from customers.

The amount you pay via DD is not your monthly charge for the gas and electric, it is cash you are paying to go towards your bill when it arrives. They are not stealing your money - you had a credit before your bill was generated - your bill cancelled out your credit.

GingerBob_3

Geodark wrote: »

The amount you pay via DD is not your monthly charge for the gas and electric, it is cash you are paying to go towards your bill when it arrives. They are not stealing your money - you had a credit before your bill was generated - your bill cancelled out your credit.

Possibly. However, with NPower it's far more likely to be an error of the type suggested by the OP. As for it being theft, it's pretty close.