NPower billing me even though been with EDF 18 months!

pinkprincess09

I left Npower in May 2013 after a long battle regarding them under setting my monthly billing amount and as a result 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?!

JJ_Egan

What dates does the bill cover ??

naedanger

pinkprincess09 wrote: »

I left Npower in May 2013 after a long battle regarding them under setting my monthly billing amount and as a result 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?!

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
There are a number of conditions which must be satisfied before it applies. You should read it to see whether you think it applies to you.

Regarding npower not putting your complaint through to the complaints department, that is appalling but does not surprise me. They appear to be resorting to underhand tactics to keep their complaint numbers down.

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

I would recommend you put your complaint in an email and keep subsequent correspondence to email. This means you have evidence of what is said in the likely event you need to take your complaint to the Ombudsman. Others have said npower will reply by email saying you must phone or they will close the complaint. If they do then email back demanding they reply by email and keep your complaint open. Then even if they close your complaint you can take it to the Ombudsman 8 weeks after your first complaint. (I would only phone if I was recording the call.)

Be aware getting npower to address your complaint is likely to be a very slow process.

Their email address for complaints: complaintsteam@npower.com

I now have two separate unresolved complaints with them. They are incredibly bad.

Not for nothing were npower voted the worst company in the UK for customer service:
http://www.telegraph.co.uk/finance/personalfinance/household-bills/11100390/Npower-worst-company-in-the-UK-for-customer-service.html

pinkprincess09

Thanks everyone, I'm not sure what period it relates to it doesn't say on the bill just says reminder and the sum! I left them in May 2013.

dogshome

A Utility bill that just lists a sum of money due, is not acceptable

This may well be just a statement based on an earlier bill that you did not recieve, but you are entitled to a fully detailed bill that shows dates, meter readings and price details - For your own protection you should WRITE to n'power asking for this, then when you have it check that it's End Date and End Meter readings, tally with those on your first bill from EDF

Deal101

I have had a similar problem. Having left Npower last November I found that they had taken £1500 from my account without any notice (they claim to have emailed me but I haven't received any such email). I called them and they said that I had been undercharged when I was with them but I fail to understand how it took nearly a year for them to work that out! Can they legitimately take my money?

naedanger

Deal101 wrote: »

I have had a similar problem. Having left Npower last November I found that they had taken £1500 from my account without any notice (they claim to have emailed me but I haven't received any such email). I called them and they said that I had been undercharged when I was with them but I fail to understand how it took nearly a year for them to work that out! Can they legitimately take my money?

When did they take the £1500? How was it taken e.g. by direct debit? Had you any reason to believe your account was in debt by this amount when you left?

Ask them to check they have your correct email address? If so then ask them to resend the email they say they sent you, and try and work out why it was not received.

Whether npower could legitimately take this amount will depend on a number of factors e.g. is the amount correct, did they give you a proper bill and notice etc.

nPower

pinkprincess09 wrote: »

I left Npower in May 2013 after a long battle regarding them under setting my monthly billing amount and as a result 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?!

Hi pinkprincess09

Thanks for your post.

You should definitely have received a bill with a full breakdown, reads etc. If you can contact me using the details on our profile (mark it for my attention and from MSE so I pick it up), I'll be happy to investigate this further and see what's happened.

The Back Billing Policy only relates to unbilled charges from more than 12 months ago (or in this case the date your supply switched) but again I'll take a look at this if you can get in touch.

Regards

Jess

naedanger

nPower_company_representative wrote: »

Hi pinkprincess09

Thanks for your post.

You should definitely have received a bill with a full breakdown, reads etc. If you can contact me using the details on our profile (mark it for my attention and from MSE so I pick it up), I'll be happy to investigate this further and see what's happened.

The Back Billing Policy only relates to unbilled charges from more than 12 months ago (or in this case the date your supply switched) but again I'll take a look at this if you can get in touch.

Regards

Jess

Where in the back billing code does it say the bit in your email I have highlighted in bold and underlined?

The 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

Also what is your response to the original poster's comment that the npower employee refused to put them through to your complaints department? Is that to keep down the number of complaints?

Also I note you never apologised. Is that because the service the original poster received is typical of what npower customers can expect?