N Power - 16 months and still no actual bill - Updated Finally a real bill (inc)

whiteswan

Hi

Just popped in to say a Paul Hocking from executive complaints actually put the telephone down on me yesterday saying he was "ending the call"

I wasn't abusive of swearing - all I did was ask for the address to write to "head of customer services" - he refused and ended the call.

Dave

lovinituk

Wow, what a mess! Is it possible that Npower are taking the baton from BT for the worst company in the UK?! That's really saying something! Paul Hocking and co - you should be ashamed!

markprior

hi guys can anyone shed some light for me here ?

markprior

My Latest reply below - I would still appreciate anyone who is able to read this jibberish called a bill 3 posts up letting me know if anything seems out of the ordinary

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Hi Paul

Thank you for this, I am currently looking at the bill, trying to decipher as I feel it is still high for a small flat and it is in a very complicated format. Are there any tests that can be carried out on the meter to confirm it its registering electricity use properly? When I first called I was told to expect around £55.00 per month charge for typical use with my meter and residence size. Again is this coincidence that my bill comes to almost exactly this per month with the discount you have offered? (Realistically offering a £1 per month discount). I feel that I have been totally miss sold on the premise of a bill that I expected to be £55.00 a month give or take when in reality it equates to over £70.00 per month minus any back billing and discount applied. Myself and partner both work full time, do not have any electric use during the working day other than usual household appliance standby use. I also feel that due to the length of time this has been ongoing the lack of a bill has left me unable to retrieve any competitive market data from any other supplier that may have been able to offer a cheaper service.

The question about bill timing and resourcing is still unanswered from my previous mail? Are you prepared to answer this and offer an explanation? “The only other concern is the back billing, I feel that a random number on a piece of paper should not count as a bill especially as I have been chasing for and trying to pay a bill for over 12 months literally being told on the phone I cannot pay N-power any money. The fact this “Estimated” bill came at the very end of the back billing period seems very coincidental and suggests it was a lack of resource/Urgency in the transfer/setup of the account rather than any other factor?”

The question about my personal credit is still outstanding. Are you prepared to answer this? Do these collection notices / reminders affect my personal credit file at all?

Am I on the best pricing plan for my use / needs?

I do not wish to spread payments, when a final bill has been agreed (which I have not agreed to your offer as yet) I wish to settle in full.

I believe Press contact included in this mail has again been in touch with your press department asking some of the above and specifically regarding the usage & cost.

While I thank you for the good will gesture I am still considering your offer upon further investigations / findings / answers on the questions still outstanding.


As you can see I have again cc’d Press contact – Please include him in any subsequent replies

Please answer all questions upon reply
Please continue to have my account on hold so that NO further collection notices and NO further reminders are sent, these are not needed I am fully aware I have an outstanding account, all correspondence from N-Power I have is filed and documented.

I look forward to your reply.


Regards

naedanger

markprior wrote: »

My Latest reply below - I would still appreciate anyone who is able to read this jibberish called a bill 3 posts up letting me know if anything seems out of the ordinary

Sorry I couldn't follow the bills - they were too confusing. There seemed to be a lot of estimated readings so I would not be surprised if the amount they calculated as needing to be written-off under the back billing code was based on an estimated reading. If so did they err in your favour when estimating what you used more than 12 months ago?

If you have not yet sent the letter you drafted then I suggest you add a subject heading with the words "official complaint", so there can be absolutely no doubt. I would probably add a line to say that I was complaining that he had failed to answer your questions, which you are having to repeat.

markprior

thanks, letter already sent

i didnt get the estimated bit either

the good thing is that the press contact works for a tabloid which should give this some clout they just called me today asking for a picture to run a full story so happy days

naedanger

markprior wrote: »

...

the good thing is that the press contact works for a tabloid which should give this some clout they just called me today asking for a picture to run a full story so happy days

Will be interesting to see the article.

markprior

photographer was round today to take a pic for article, not sure when it will be ran as its still on going

markprior

Dear Mr Prior

Thank you for your email dated 10 October 2014. Should you consider your meter to be faulty, I am able to arrange for a meter accuracy test to be completed. Our usual charge for this is £90.00 should your meter prove to be accurate, however I will be more than happy to cover this cost for you.

Therefore please can you kindly confirm that should we arrange for your meter to be tested for accuracy and we determine this is correct, then you will accept the results that your balance is correct.

The calculation into the back billing applied on your account is shown in my prior email dated 4 October 2014 and these calculations are in line with the Code of Practice for accurate bills outlined by Energy UK.

The estimated bill was not coincidental and was due to the required actions being completed against your account and I apologise if you feel this is the case.

As there have only been two reminders issued against your account, these should not affect your credit rating, we do have a specialist team who can investigate these matters should you remain concerned regarding this.

It is not our standard procedure to place a hold on a customers account when we have determined that the balance is correct, however as you have raised concern regarding the accuracy of your meter, I shall be happy to apply a hold on your balance providing you agree to create a payment plan for your ongoing usage.

With regards to your request that I copy in Ian Robson into my emails, I must advise that we have an agreement with our Press Office that we do not email third parties directly as they provide updates when contacted.

I have placed a hold on for the next 10 working days whilst I await for further instructions.
Your sincerely,

Paul Hocking
Executive Complaints Team
npower
Cygnet Way, Rainton Bridge Business Park, Houghton le Spring, DH4 5QZ
Tel. (External): 0800 3161492 Landline
Tel. (External): 0330 1008614 Mobile
Extension: 1199 163
Mail to: Executive.Complaints@npower.com

ukdya

i am try to help an old lady of 86 who has had a stroke plus and has not had a bill for 18 months or properly npowere have not done the agreed direct diebit quarterly since jan 2013.
I ahve some questions as looking at her accounts for the past years npower has changed meters and done strange estimates which they deducted from actuals in a strange way.
However looking back on her accounts I see two sets of boxes called "your supply numbers which in 2008 to 2012 appear as two box sets prefixed with and S
the latest bill after 18 months is for £2434 and has only one box set marked your supply number.... can anyone explain.
Another question
she has a two up two down cottage with three night stores and heats the cottage in winter with wood burner and sleeps with windows open and no bedroom heat (a widow farmer!) can anyone suggest what the likely KWHr should be for a small cottage two up two down which is frugally heated.
Npower estimated in 2011 that she might use 24729 KWHr a year but my home which is larger and more night stores etc uses 10,000 KWHr
she has one of these old night store meters that give 2 hour in the day and 5 hours at night.
Npower changed meters so she now has two meters reading night and day.
Question is 24729 KWHr a reasonable expectancy????????
more questions if someone can answer these two... PLEASE