NPower billing

Flakey

Hi
I switched from NPower in Jyly and received a letter from them in Aug apologising for a delay in sending the final bill and saying they were writing off any outstanding balance related to my final bill.
Very nice of them!
However, they now say that the letter was sent in error and want payment.
Given I switched because of their incompetence and hours spent on the phone trying to sort out their billing mistakes this takes the biscuit!
Just wondered how much legal standing this letter has? Can they just say it was an error? I don't mind paying for fuel I have used but these guys really haven't a clue how to run a company.

naedanger

Flakey wrote: »

Hi
I switched from NPower in Jyly and received a letter from them in Aug apologising for a delay in sending the final bill and saying they were writing off any outstanding balance related to my final bill.
Very nice of them!
However, they now say that the letter was sent in error and want payment.
Given I switched because of their incompetence and hours spent on the phone trying to sort out their billing mistakes this takes the biscuit!
Just wondered how much legal standing this letter has? Can they just say it was an error? I don't mind paying for fuel I have used but these guys really haven't a clue how to run a company.

I don't know the legal position but I would expect a company to keep to its word (unless it was an obvious mistake on their part).

If you are unhappy you can complain to them following their complaint policy (see below). If you are unhappy with their final response you can take your complaint to the Ombudsman. They will decide based on what is fair and reasonable rather then what is legal. If you are unhappy with their response you can decide to reject it and take legal action. (However hopefully it won't reach the last step.)

npower complaints policy: http://www.npower.com/home/help-and-support/contact-us/complaints/complaints-handling-policy/

Flakey

Thanks naedanger
Will try complaints route first - cant wait to hear their response.

TickersPlaysPop

I'm expecting a letter from NPower saying that outstanding debts will be written off.... but they in fact owe me money, around £300.

The reality is, NPower have no idea due to completely messed up data in their system.... so, if it goes to ombudsman what happens?.... either the ombudsman calculate the usage if enough data exists or NPower have to write it off or pay what the customer demands??

I would prefer the regulators to step in on NPower and force them to allow all customers leaving NPower to be given a completely independent assessment for the purpose of producing the final bill. It doesn't matter if you chose to stay with NPower because in the very long run all money payments will even out.

This idea could be a much better use of some of the fine money. I.e. To pay a team of people to analyse and decide on final bills. Anyway... Where does all that fine money go?... By using part of the fine money to effectively step in to partly run the business could be seen as 'administration', however, this is a special case and good use of the fine money?

nPower

Flakey wrote: »

Hi
I switched from NPower in Jyly and received a letter from them in Aug apologising for a delay in sending the final bill and saying they were writing off any outstanding balance related to my final bill.
Very nice of them!
However, they now say that the letter was sent in error and want payment.
Given I switched because of their incompetence and hours spent on the phone trying to sort out their billing mistakes this takes the biscuit!
Just wondered how much legal standing this letter has? Can they just say it was an error? I don't mind paying for fuel I have used but these guys really haven't a clue how to run a company.

Hi Flakey

Thanks for your post.

In terms of legality, if a customer has used the energy, we can request payment for this. Customers may be eligible for a reduction in their balance if they haven't been billed for either 12 months if they are still a customer, or 6 months if they have left our supply - this only relates to energy you haven't already been billed for if it's a debit balance.

I'm happy to look into this further for you if you can contact me using the details on our profile - please mark it for my attention. If the letter has been sent in error I can confirm this and address this with you, or update the account accordingly if the Back Billing Policy applies.

Regards

Jess

naedanger

nPower_company_representative wrote: »

Hi Flakey

Thanks for your post.

In terms of legality, if a customer has used the energy, we can request payment for this. Customers may be eligible for a reduction in their balance if they haven't been billed for either 12 months if they are still a customer, or 6 months if they have left our supply - this only relates to energy you haven't already been billed for if it's a debit balance.

I'm happy to look into this further for you if you can contact me using the details on our profile - please mark it for my attention. If the letter has been sent in error I can confirm this and address this with you, or update the account accordingly if the Back Billing Policy applies.

Regards

Jess

Hi Flakey,

Be careful interpreting the above response from the npower rep. Remember if you are unhappy with what they offer you can complain to the Ombudsman. Note they did not say that what you are asking for (i.e. that they keep their word) is unreasonable and even if they did the Ombudsman may not agree. The Ombudsman upholds a significant proportion of all complaints, yet I am sure in most cases the supplier would say their offer was a good one and the Ombudsman would be unlikely to offer more.

In general I would not accept the legal position from someone I was in dispute with because of the obvious conflict of interest.

If Npower are reneging on their previous commitment to waive the outstanding balance then that shows them in a very poor light in my view. It certainly would not seem the actions of a company that wishes to offer good customer service.

Note npower are the 'worst company in the UK' for customer service according to the following:

http://www.telegraph.co.uk/finance/personalfinance/household-bills/11100390/Npower-worst-company-in-the-UK-for-customer-service.html

It would be good if you gave an update on whether you are ultimately happy with what npower offer.

pinkprincess09

I left Npower in May 2013 after a long battle regarding them under setting my monthly billing amount and I owed them a sum of money . I paid them £500 and moved to EDF and have been with EDF since. Today I received a bill for £1100 gas and £700 electric !!! I haven't heard from npower since may 2013!! I called them and they said the bill is correct, I must pay or be taken to court and that the 12 month back billing doesn't apply when I said I want to complain they refused to put me through to the complaints department !! How can they do that? Can the npower rep answer that one??!!!!

GingerBob_3

pinkprincess09 wrote: »

I left Npower in May 2013 after a long battle regarding them under setting my monthly billing amount and I owed them a sum of money . I paid them £500 and moved to EDF and have been with EDF since. Today I received a bill for £1100 gas and £700 electric !!! I haven't heard from npower since may 2013!! I called them and they said the bill is correct, I must pay or be taken to court and that the 12 month back billing doesn't apply when I said I want to complain they refused to put me through to the complaints department !! How can they do that? Can the npower rep answer that one??!!!!

Unfortunately the energy industry regulator is incompetent, so NPower can do what they like.

I know it would be a hassle, but let them take you to court and prove their case, but watch the credit files about you held by the CRAs. The NPower low-lifes are also unregulated in this respect and are liable to post late payment markers or defaults against you.

pinkprincess09

They have stated in the press that any bills over 12 months old would be waived is that incorrect?