Npower - delete credit when asked for it

[Deleted User]

As an npower customer, I think I can explain this well.

Let's say I had my last bill in January, and I was exactly spot on - nobody owed anyone any money. I use £90 of fuel a month.

Then, every month, I make a payment of £100.

By June, I've got a credit of £600. Wahey!

I phone up npower, and ask for my £600. They produce a bill, and they say that between January and June, I've used £540 of fuel (£90 a month). So there's only £60 left for me.

I'm now up to date again, but with £60 credit, not the £600 the online account showed.

DocProc

I have just moved my dual fuels of Gas and Electricity from NPower and, at the time of moving, my online account showed £275.50 in credit.

Now the online account has been closed by NPower so I cannot access any information on my online account. By inference, this is because I am not now an NPower customer.

This is utterly ridiculous! I AM still a customer and still have dealings with them! As thus:

I need to settle my account with them for both Gas and Electricity and my calculations show me, that I can do this easily out of the £275.50 credit they are holding.
They need to issue me with my refund.
I have left the Direct Debit with them 'open' so that they can return excess funds to my bank should they wish to do so.

1. I have not had my Final Bill from NPower.
2. My new Utility company certainly has my 'Starting' readings for both Gas and Electricity and calls them 'Industry' readings and not 'Customer' readings. This indicates to me they were taken by a professional Meter Reader.
3. Since the new utility supplier has these readings then by implication, so does my old supplier, NPower. Simples.
4. The fact that NPower are deliberately withholding my refund and creating a situation whereby I will have to 'fight them hard' to get it paid back to me, is what is proving to be extremely stressful. This should be so simple for them to do, that I am inclined to not believe anything they might have to say about the issue, should I start to communicate with them on this refund. I have to believe the organisation and essences of NPower's business 'modus operandi' is totally dishonest and corrupt.
5. It is now a little more than 1 month since I moved (actually, 10 July 2014)
6. I am inclined to communicate this issue direct to the Ombudsman rather than do anything about it with NPower.

Or should I not do this?

Am I over-reacting? Will things work out OK in the end? Is 'the end' not too far away? How long should these things actually take?

What do others have to say?

naedanger

DocProc wrote: »

I am inclined to communicate this issue direct to the Ombudsman rather than do anything about it with NPower.

Or should I not do this?

There is no point contacting the Ombudsman until you have exhausteed npower's own complaint process or have been waiting at least 8 weeks for them to deal with your complaint. (The Ombudsman will not look at it unless you have followed the correct process.)

Have you actually complained? If not then you should do so. I would recommend you complain in writing since you will then have evidence of your complaint. (Npower will probably call you but demand they put any conclusions in writing.)

Npower's email address for complaints:
complaintsteam@npower.com

Obviously you need to respond to any correspondence from npower and act in good faith with them.

However, if after 8 weeks you are not satisfied with npower's response you can then take your complaint to the Ombudsman.

Am I over-reacting?

I don't know enough of the background to comment. I know npower's service can be dreadful but unless you have complained already you are possibly over-reacting at this stage.

Will things work out OK in the end?

If you follow the correct process they should do.

Is 'the end' not too far away? How long should these things actually take?

If you need to take your complaint to the Ombudsman it could take over four months (from the date of your first complaint) to get your money back. [In my view this is not really a satisfactory process but that's the way it currently is. Alternatively you could follow a legal process but I don't know what that involves.]
That said you might get your money back next week if npower act reasonably.

System

DocProc wrote: »

2. My new Utility company certainly has my 'Starting' readings for both Gas and Electricity and calls them 'Industry' readings and not 'Customer' readings. This indicates to me they were taken by a professional Meter Reader.
3. Since the new utility supplier has these readings then by implication, so does my old supplier, NPower. Simples.

What do others have to say?

'Industry' may not mean that your meters have been read. It is more likely to mean that the readings have been 'adjudicated on' by the Metering Authority. In practice, you read the meters and inform your new supplier. They pass the readings on to the Metering Authority who agree with the readings or not and they pass them on to your old supplier. If, for example, you read the meters two days before the switch then the MA would adjust the figures before passing them on. Your old supplier will then agree the figures or raise a dispute. This convoluted process continues until all parties agree and you get starting meter reads and final meter reads that agree. I wish. I was with EDF and spent a couple of weeks sorting the problem out. NPower is not the only company with IT issues. When I switched from EDF to OVO, the switch went through on the 14th April and I got my final Bill (incorrect) on the 28th May. It took me two weeks of calls and e-mails to resolve the issue.

My advice, FWiW, is email NPower with the word COMPLAINT in the subject title. All energy companies are very sensitive when it comes to formal complaints. Insist on a Complaints Number.

TickersPlaysPop

Hengus.... Can I ask you a Question?.... do you work for Ovo or are you linked to Ovo in some way? You seem to always mention their name in your posts along with a positive comment....

System

TickersPlaysPop wrote: »

Hengus.... Can I ask you a Question?.... do you work for Ovo or are you linked to Ovo in some way? You seem to always mention their name in your posts along with a positive comment....

TPP - take your pick and then please give it a rest.

Yes, I am a paid consultant to Ovo Energy (charge out rate £1000 per day plus free energy). I switched to Ovo from EDF as they would only pay me £750 per day for consultancy advice.

Or, alternatively, I am a retired individual who has moved his family 23 times in 44 years for employment reasons; a person who therefore has some practical experience of switching utility suppliers, and who offers his opinion for others to consider without charge. Previously with EDF and now with OVO for my energy supplies.

Choosing a supplier is more than just about price. It is difficult to be negative about a supplier when the relationship is only 4 months old.

And, mea culpa, my wife has just reminded me that we were with NPower from 2001 to 2003 under a deemed contract when we first bought our present house. Put it down to advancing years.