Npower ruining credit file

Ben_GT

Sorry, not sure where exactly this fits in but I'm looking for help.

I started a tenancy about 12 months ago, my first rented property and my energy suppliers were already set to Npower. I received my bills and paid them.

I missed 1 payment a few months ago which has really affected my credit file for some reason, which really bothers me- especially as because as far as I'm concerned I don't have a credit agreement with them.

I've issued a complaint to NPower to which they have responded "In answer to your email dated 8 September 2014 I can confirm that the agreement is not something that you would of physically signed"

Can you automatically get entered into an agreement these days?

Surely I have some ground to stand on and say "you can't say i've broken an agreement we didnt have?"

As I said I just moved into this property and started getting billed, no T&Cs and no agreements signed.

Any help appreciated,
Ben

GingerBob_3

Unfortunately the out-of-control and essentially unregulated energy business puts you into a so-called deemed contract with the incumbent supplier when you move to a new property. In principle it has to work like that, but when you're dealing with the likes of Npower such arrangements can go drastically wrong.

NPower, that bunch of filth masquerading as a business, are causing 1000s of people up and down the land enormous grief, and no-one, government, regulator or establishment in general seem to be able to do anything about it. Your case is typical and there are many such examples reported here. It seems that with Npower nothing works. You can't get any sense out of them on the phone, that's if you can get through to them, they don't answer post and ignore complaints. Most people who they've crossed are at their wits end.

It's got to the point where I don't really know what you can do. Obviously you want to clear up the matter, so maybe grit your teeth and ring them in the first instance. Also, sound out the Information Commissioner's Office on the point about them reporting data to the CRAs without your explicit permission.

Incidentally, how did they obtain sufficient information about you to report you to the CRAs in the first place?

Tiredandemotonal

I'm in an odd position. The dreaded Buchanon clarke and wills rang to tell me I had a debt with eon. I have never used eon in the 20 plus years I gave lived here. I told them this. They rang again. I told them again. Can this affect my credit rating if they log the debt to me? I did not provide my birthdate or address.

Ben_GT

GingerBob, many thanks for you help.

I believe they got my information from the letting agents who (I think) as part of the process of letting a property forward these details on.

I've called, I've emailed but sense is not something you get from this company which as you've pointed out seems far too common.

The worst of it is I'm not entirely to blame for missing the bill but they won't hear of it. I got an estimated bill as I didn't send my figures and had 30 days to pay it. On the 28th day I sent my figures for which they generated a new bill but every time I logged in online to pay it said nothing was owed so I couldn't pay anything. Giving the figures had reset the estimated bill so I couldn't pay so it wasnt paid within 30 days. Beggars.

PaulW922

Hi BenGT. You do not have what we would regard as a 'credit agreement' with NPower. It is not like a loan or credit card. You do however get energy from them 'on credit'. In others odds you use your energy now and pay for it later. That is a form of credit.

You can enter into an agreement either formally, such as with a loan, or informally, verbally or by implication. You moved in a year or so ago, used the electricity, received the bills and paid them. It is very hard to now say that you have no agreement with NPower and I personally think going down that route is a waste of time. The question is whether or not what they are reporting is fair and accurate. This is where is issues arises because, as Gingerbob says, NPower are absolutely hopeless and they are making your financial life difficult.

I would advise you to:

(1) keep all your payments up to date with them. Do not with-hold anything. Many people think that kind of action will strengthen their hand, but all it does is creates more grief.
(2) Lay out the facts in a letter pointing out that they have failed to bill you properly and that they have already been fined for having inadequate billing processes by the regulator
(3) Point out that your credit file has been damaged by their actions, not yours.

Give them 30 days and then go to the regulator.

NPower are truly awful, but good luck.

K1RST1E_2

I had an issue the other month with NPower when I moved from my previous home to my current one. It took them 5 months to issue a final bill and once they had issued it, they then registered 5 missed payments on my credit file. We were just about to start a mortgage application aswell so I was mortified.

I actually found them very reasonable once I got through to the right department. They promptly corrected my credit file and issued a £50 goodwill gesture.

Preservance is key with utility companies. Trust me, I work for one!

Thrugelmir

Ben_GT wrote: »

On the 28th day I sent my figures for which they generated a new bill but every time I logged in online to pay it said nothing was owed so I couldn't pay anything.

Why did you wait until the 28th day to submit the readings?

Were you trying to stretch out payment ?

nPower

Ben_GT wrote: »

Sorry, not sure where exactly this fits in but I'm looking for help.

I started a tenancy about 12 months ago, my first rented property and my energy suppliers were already set to Npower. I received my bills and paid them.

I missed 1 payment a few months ago which has really affected my credit file for some reason, which really bothers me- especially as because as far as I'm concerned I don't have a credit agreement with them.

I've issued a complaint to NPower to which they have responded "In answer to your email dated 8 September 2014 I can confirm that the agreement is not something that you would of physically signed"

Can you automatically get entered into an agreement these days?

Surely I have some ground to stand on and say "you can't say i've broken an agreement we didnt have?"

As I said I just moved into this property and started getting billed, no T&Cs and no agreements signed.

Any help appreciated,
Ben

Hi Ben GT

Thanks for your post.

When you move into a property, whichever company is supplying your energy becomes your supplier by default, known as a "deemed contract". Although the letting agent may have contacted to advise us you moved in, it is your responsibility to ensure the supplier are aware of any changes to the tenancy - it also helps in case of any usage disputes, such as if the readings the letting agent give us differ from the ones you have.

When you moved in, if you contacted npower to confirm this, we would have set an account up in your name. This would have prompted our Ts&Cs to be sent to you, which includes information on credit scoring. If the letting agent completed this, then they would have been made aware instead.

Unless we receive notice prior to a missed payment being made and can take preventative action, a missed payment marker may show on your credit file until the outstanding balance is paid. I can see you have previously disputed this and unfortunately I would not be able to amend our records on this basis. As we do not directly change credit scores, I would advise getting in touch with Experian if you have any further questions.

Regards

Jess

GingerBob_3

nPower_company_representative wrote: »

Hi Ben GT

Thanks for your post.

When you move into a property, whichever company is supplying your energy becomes your supplier by default, known as a "deemed contract". Although the letting agent may have contacted to advise us you moved in, it is your responsibility to ensure the supplier are aware of any changes to the tenancy - it also helps in case of any usage disputes, such as if the readings the letting agent give us differ from the ones you have.

When you moved in, if you contacted npower to confirm this, we would have set an account up in your name. This would have prompted our Ts&Cs to be sent to you, which includes information on credit scoring. If the letting agent completed this, then they would have been made aware instead.

Unless we receive notice prior to a missed payment being made and can take preventative action, a missed payment marker may show on your credit file until the outstanding balance is paid. I can see you have previously disputed this and unfortunately I would not be able to amend our records on this basis. As we do not directly change credit scores, I would advise getting in touch with Experian if you have any further questions.

Regards

Jess

Or put another way, "B***r off, we're not interested. Yes, we're Britain's worst company in the most recent Which? survey and we cause misery to thousands of people up and down the land because of our criminal incompetence and inability to run a business properly. But we're still going to report our customers to the CRAs, and even when we get it wrong, as we often do, with consequent ruining of our customers' chances of obtaining credit, we're not going to do anything about it. Because we are NPower!! And we can do what we like, and the regulator doesn't care! So go and boil your head!"

solentsusie

I think putting a smiley face at the end of the post adds insult to injury. Jess needs to think about her attitude to dealing with a complaint. Kind of rubbing salt in the wounds....

zaax

Tiredandemotonal wrote: »

I'm in an odd position. The dreaded Buchanon clarke and wills rang to tell me I had a debt with eon. I have never used eon in the 20 plus years I gave lived here. I told them this. They rang again. I told them again. Can this affect my credit rating if they log the debt to me? I did not provide my birthdate or address.

Yes, your going to have to find out what happened. But record the time you spend on it and send them the bill, taking them to court if necessary.