NPower lack of billing

mdragon

I have changed energy company from NPower 6 months ago. They are sending me final demands for money with usual debt recovery threats but have never provided me with an itemised bill showing the basis of the money claimed (meter readings useage build up of rates etc).
I have written to them on numerous occassions but have received no response. I am unable to log into my account and communicate through the account email as I am no longer a customer they have blocked my access.
Does the NPower rep or anyone else there have any advise as to how this can be resolved. I am reluctant to pay the demands until I have clarity on the basis of their billing, which in the past has been less than accurate.

naedanger

mdragon wrote: »

I have changed energy company from NPower 6 months ago. They are sending me final demands for money with usual debt recovery threats but have never provided me with an itemised bill showing the basis of the money claimed (meter readings useage build up of rates etc).
I have written to them on numerous occassions but have received no response. I am unable to log into my account and communicate through the account email as I am no longer a customer they have blocked my access.
Does the NPower rep or anyone else there have any advise as to how this can be resolved. I am reluctant to pay the demands until I have clarity on the basis of their billing, which in the past has been less than accurate.

You are lucky you have switched from them.

They would need to take you to court to force you to pay, and to do that they first need to send you a bill as they would need to substantiate the amount they claim you owe. Therefore do not be intimidated into paying anything until you are given a clear itemised bill that you can understand.

Instead send them a written complaint saying you want them to stop chasing for payment until they send you a clear bill showing the amount you owe. If they have not resolved the complaint (e.g. by sending a clear bill) after 8 weeks then take your complaint to the Ombudsman.

Npower's complaint policy, including their email address for complaints, is here:

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

If you get a reply from npower you don't know how to deal with then post back here. If they call you then explain they must write and then end the call (on the phone they can promise one thing and deny it later).

nPower

mdragon wrote: »

I have changed energy company from NPower 6 months ago. They are sending me final demands for money with usual debt recovery threats but have never provided me with an itemised bill showing the basis of the money claimed (meter readings useage build up of rates etc).
I have written to them on numerous occassions but have received no response. I am unable to log into my account and communicate through the account email as I am no longer a customer they have blocked my access.
Does the NPower rep or anyone else there have any advise as to how this can be resolved. I am reluctant to pay the demands until I have clarity on the basis of their billing, which in the past has been less than accurate.

Hi mdragon

Thanks for your post.

When your account was closed, if there was any balance owing you should have received a bill with the breakdown of this on it. As an extension to the Back Billing Policy, any customer who hasn't received their final bill within 6 months of leaving, we have been clearing any previously unbilled charges from their account if this would leave a debit balance once the account had been billed. We sent letters to those customers affected by this. Please note this didn't include those with a previous debt they were made aware of.

In order for me to look into this and locate a copy of your bill(s) for reference if appropriate, please contact me using the details on our profile page. Mark any correspondence for my attention and advise the details were given through MSE, so I can make sure I receive this. I'm sure we can resolve this matter for you quickly.

Regards

Jess