N power offered refund then took fee anyway

Fireflie

N power stopped supplying our property with gas and electric in November 2013, we asked them repeatedly to send a final bill they kept saying they would but it did not come until 8 months later. When it did come the bill did not have A breakdown attached I complained twice and eventually the correct bill was sent which we then paid immediately. 2 days after paying the bill another letter from n power arrived saying they would write it off due to the length of time it had taken to produce and to apologise for poor customer service.

I then phoned n power to get this refunded as we had already paid it, the customer service advisor told us this would be done in 2 weeks it it was not. So again I phoned and was told it was with the back billing team to process and would be another 2 weeks again no refund. So phoned back again, I was told that what I had been told was wrong and they wouldn't refund it because we had been quick to pay the bill we wouldn't get a refund. This is unfair as it means people who don't pay their bills are rewarded and we are penalised. I have complained but they are still refusing to refund it. Do I have any rights to a refund here is there any law surrounding this that I can apply?

naedanger

Fireflie wrote: »

N power stopped supplying our property with gas and electric in November 2013, we asked them repeatedly to send a final bill they kept saying they would but it did not come until 8 months later. When it did come the bill did not have A breakdown attached I complained twice and eventually the correct bill was sent which we then paid immediately. 2 days after paying the bill another letter from n power arrived saying they would write it off due to the length of time it had taken to produce and to apologise for poor customer service.

I then phoned n power to get this refunded as we had already paid it, the customer service advisor told us this would be done in 2 weeks it it was not. So again I phoned and was told it was with the back billing team to process and would be another 2 weeks again no refund. So phoned back again, I was told that what I had been told was wrong and they wouldn't refund it because we had been quick to pay the bill we wouldn't get a refund. This is unfair as it means people who don't pay their bills are rewarded and we are penalised. I have complained but they are still refusing to refund it. Do I have any rights to a refund here is there any law surrounding this that I can apply?

If a company says it will do something then it should do so. I don't know if it is legally binding but you should complain formally and in writing. If they still don't agree to the refund take your case to the Ombudsman. They decide based on what is reasonable not what is legal so you would expect them to uphold your complaint (but there is no guarantee they will do so).

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

Npower's complaint process:http://www.npower.com/idc/groups/wcms_content/@wcms/@busi/documents/digitalassets/puttingthingsright100108.pdf