Can anybody pls explain this......billing Npower?

whiteswan

Okay

NPOWER increased my monthly payments from £95 per month (plus £25 debt repayment plan - I object to it being called this as they cancelled my direct debit and didn't bill me for 8 months) to £200 per month.

I contacted them and said the only reason they have done this is to "recover" the so called "debt" due to their lack of billing me.

They denied this and said its for "future usage" - I explained i am on Disability Living Allowance and cannot afford to pay them 3/4 of the whole amount of money I have to live on !

I WAS on direct debit - but after they refused to amend my monthly payment back down I cancelled the direct debit and manually paid them £95 plus the £25 agreed debt repayment plan.

So today I log into my account - I see a button appears that says "switch to direct debit" (obviously the system has picked up on the fact that I have cancelled it) so I clicked it to see what their system would recommend as my repayment every month based on the readings I submit on the 1st of each month.........

Their recommendation (including the £25 so called debt plan) is £114.00 (!) - LESS than I actually paid them this month !!

So how can Executive Complaints say my "guesstimated" usage is right - when their own system actually agrees with me !!

Can anybody explain this..........doesn't this just prove that when on the phone with you they are just "making it up".

Dave

nPower

whiteswan wrote: »

Okay

NPOWER increased my monthly payments from £95 per month (plus £25 debt repayment plan - I object to it being called this as they cancelled my direct debit and didn't bill me for 8 months) to £200 per month.

I contacted them and said the only reason they have done this is to "recover" the so called "debt" due to their lack of billing me.

They denied this and said its for "future usage" - I explained i am on Disability Living Allowance and cannot afford to pay them 3/4 of the whole amount of money I have to live on !

I WAS on direct debit - but after they refused to amend my monthly payment back down I cancelled the direct debit and manually paid them £95 plus the £25 agreed debt repayment plan.

So today I log into my account - I see a button appears that says "switch to direct debit" (obviously the system has picked up on the fact that I have cancelled it) so I clicked it to see what their system would recommend as my repayment every month based on the readings I submit on the 1st of each month.........

Their recommendation (including the £25 so called debt plan) is £114.00 (!) - LESS than I actually paid them this month !!

So how can Executive Complaints say my "guesstimated" usage is right - when their own system actually agrees with me !!

Can anybody explain this..........doesn't this just prove that when on the phone with you they are just "making it up".

Dave

Hi whiteswan,

If you could email us your account details using the email address on our profile we'd be more than happy to help you with this.

Thanks
Chris :-)

whiteswan

No thanks Chris - I will carry on with my Official Complaint.

But by all means feel free to explain on this thread given the information above how this could possibly be explained ?

Dave

nannygizmo

I have to say this sounds like typical Npower . I have had so many problems over the last 2 years that nothing surprises me any more.

naedanger

whiteswan wrote: »

No thanks Chris - I will carry on with my Official Complaint.

But by all means feel free to explain on this thread given the information above how this could possibly be explained ?

Dave

Good for you.

I find it interesting to contrast the service npower gives those who complain on forums to the service they give those who complain through their own official process.

Post on here and you get a quick and informed reply. Follow their official process and you get absolutely dreadful service - no replies for weeks and then told complete rubbish. Should their own official process not be at least as good as any alternative process? What message does that send out? (Is it that they only care about their publicity and not their customers?)

However if you are prepared to be patient the official route is better in the long run as your complaint can ultimately (after 8 weeks) be taken to the Ombudsman who is independent of npower, and therefore much better (although that would not be hard).

whiteswan

naedanger wrote: »

Good for you.

I find it interesting to contrast the service npower gives those who complain on forums to the service they give those who complain through their own official process.

Post on here and you get a quick and informed reply. Follow their official process and you get absolutely dreadful service - no replies for weeks and then told complete rubbish. Should their own official process not be at least as good as any alternative process? What message does that send out? (Is it that they only care about their publicity and not their customers?)

However if you are prepared to be patient the official route is better in the long run as your complaint can ultimately (after 8 weeks) be taken to the Ombudsman who is independent of npower, and therefore much better (although that would not be hard).

Well I am hoping that the NPOWER representative will give me a "quick and informed" reply...........

Dave

JJ_Egan

Do you have current meter readings and last years total usage . That would enable you to work out your consumption and costs .

Nada666

Why not just use the the extra £760 you have burning a hole in your pocket to pay off the [STRIKE]debt [/STRIKE]balance and go back to paying only for likely usage.

whiteswan

JJ_Egan wrote: »

Do you have current meter readings and last years total usage . That would enable you to work out your consumption and costs .

No total usage for last year as I only moved here in Oct 2013 when the problems started.

Dave