Npower deciding to send bills again

Axled

We left Npower 15 months ago and received and payed our final gas and electric bills as instructed. Easily sorted so we thought.

They have now decided that they got things wrong and that they want a further 140 odd pounds from us for electric that is showing up as being accounted for in one statement but was refunded along with a cocked up gas payment that was given back to us and was not re-billed. If we owe the money then fine, they have been good and said they would reduce it a little. Before we hand out any money, is it possible for them to review bills and decide they were wrong after the account is technically closed and we have had our final bills?

Was looking forward to life after Npower but unfortunately they just can't seem to let us go.

Fruit_and_Nut_Case

You are not alone

Warning: Npower's slapping ex-customers with huge bills

Axled

Oh god, can't believe they manage to get it so very very wrong! At least I'm not alone and the freephone number makes it free to sit on hold all day.

Thanks for pointing that out, some sound like they have it much worse than us.

naedanger

Axled wrote: »

We left Npower 15 months ago and received and payed our final gas and electric bills as instructed. Easily sorted so we thought.

They have now decided that they got things wrong and that they want a further 140 odd pounds from us for electric that is showing up as being accounted for in one statement but was refunded along with a cocked up gas payment that was given back to us and was not re-billed. If we owe the money then fine, they have been good and said they would reduce it a little.

"If we owe the money ..." Can you check bank statements to see if they did refund you money in error? If you are in any doubt then ask for further clarification. They are not a company you can rely on to get things right.

emg

well this explains why their phone line is so busy tonight! I got a bill today but left them 15 months ago and supposedly paid the 'final settlement' just over a year ago.

naedanger

emg wrote: »

well this explains why their phone line is so busy tonight! I got a bill today but left them 15 months ago and supposedly paid the 'final settlement' just over a year ago.

Worth checking item 2 of the following statement:

https://www.ofgem.gov.uk/publications-and-updates/investigation-npower%E2%80%99s-compliance-standards-conduct-standard-licence-condition-25c-and-gas-and-electricity-consumer-complaints-handling-standards-regulations-2008

The back billing code is here:

http://www.energy-uk.org.uk/publication/finish/43-code-of-practice-for-accurate-bills/412-the-code-of-practice-for-accurate-bills-back-billing-for-domestic-customers.html

If this is the first bill in over a year the amount may no longer be due under the back billing code.

Why are npower saying you owe them money?

Personally I would send them a formal complaint now. Then if they don't agree to what you request you can take your case to the Energy Ombudsman 8 weeks for now.

emg

I looked at all those links while waiting on the phone but when they finally answered, the girl told me that it was a bill from 2012 and that she didnt know why it was on my account and she would wipe it off. I hardly said a thing and was a bit disappointed not to get the chance to show-off my knowledge of the ofgem code of practice on back-billing. I did take her name and record the details of the conversation just in case they try this trick again though!

Axled

From looking at the previous bills it is likely we owe the money but this is still the electricity from Aug 2012 to Mar 13. They got the gas very very wrong and then refunded a value equivalent to the whole bill. I only noticed this when being walked through the bills by the complaints dept. So yes we apparently haven't paid this bill but final bills were settled may 13 and we aren't in a great situation to pay up now.

Complaint was sent about 2 weeks ago and they have made better offer on the amount owed but still a lot of money as funds are tight for the next couple of months. Will ring up and refer to the back billing code and see if they are willing to budge any further.

Sorry to hear about you are having bother too emg, hope you get it sorted soon.

Axled

The luck worked without pressing the post button. I'll persevere with negotiations as I'm still waiting for a manager to ring me back, it's now been 4 1/2 weeks.

nPower

Axled wrote: »

We left Npower 15 months ago and received and payed our final gas and electric bills as instructed. Easily sorted so we thought.

They have now decided that they got things wrong and that they want a further 140 odd pounds from us for electric that is showing up as being accounted for in one statement but was refunded along with a cocked up gas payment that was given back to us and was not re-billed. If we owe the money then fine, they have been good and said they would reduce it a little. Before we hand out any money, is it possible for them to review bills and decide they were wrong after the account is technically closed and we have had our final bills?

Was looking forward to life after Npower but unfortunately they just can't seem to let us go.

Hello Axled,

Thank you for your post.

If you can send me your details in an email to the address on my profile page I will be more than happy to look into your account and billing query for you.

Thanks

Carmel