NPOWER Saga

williamD1964

Where to start!

In July this yeas I received a letter from NPower stating that my tariff was running out in August and I could call to discuss my new tariff. On calling, I was told that my account was "Bill Blocked". When I asked what that meant, it was explained that there was a problem with my account on the computer system and they were not able to discuss my tariff. They also stated that they had no idea why the account was "bill blocked" or which department had placed the block on the account. They did say that apparently I had not been billed since June 2013, but my direct debit of £130 had been taken and was held in my account(?) They promised to unvestigate this and open up a complaint. I then supplied them with accurate meter reading as I had been doing for most of the year. I should also add that I regularly checked the online site for my gas & electricity consumption. According to the companys usage graph, up until July, my consuption for the year was 21% less than the previous year. 3 days after the call a meter reader arrived and took readings. The next time I checked my online account, I found the usage graph had changed, and my consumption was now 24% MORE than the previous year. On calling the company I was again told that my account was bill blocked, and they were still investigating this. In August I again checked the site and now it said my account was closed. Again, back on the phone to NPower, who insisted my account was still open, (depsite screen shots saying the account was closed, and still no update on why my account was blocked. Moving on to October 1st...My Direct Debit for NPower is not taken from my account. I ring them and ask why...they state that the direct debit has been cancelled, but they don't know why or whom by. I also get told my complaint had been resolved. When I questioned this I was passed to another department who then assured me (!) that the complaint was ongoing. I call my bank who insist that the Direct Debit is still valid, but NPower have failed to claim it. Back on the phone, and I get told that it was definitely cancelled but they could reopen it IF I give them a meter reading! I decline to do so as I am not at home. They then state a letter had been posted to me regarding my ability to take my complaint to the Ombudsman as they have not been able to resolve the complaint for over 56 days. This was apparently posted on or around September 25/26th. Suprise suprise...no letter.

naedanger

williamD1964 wrote: »

Where to start!

In July this yeas I received a letter from NPower stating that my tariff was running out in August and I could call to discuss my new tariff. On calling, I was told that my account was "Bill Blocked". When I asked what that meant, it was explained that there was a problem with my account on the computer system and they were not able to discuss my tariff. They also stated that they had no idea why the account was "bill blocked" or which department had placed the block on the account. They did say that apparently I had not been billed since June 2013, but my direct debit of £130 had been taken and was held in my account(?) They promised to unvestigate this and open up a complaint. I then supplied them with accurate meter reading as I had been doing for most of the year. I should also add that I regularly checked the online site for my gas & electricity consumption. According to the companys usage graph, up until July, my consuption for the year was 21% less than the previous year. 3 days after the call a meter reader arrived and took readings. The next time I checked my online account, I found the usage graph had changed, and my consumption was now 24% MORE than the previous year. On calling the company I was again told that my account was bill blocked, and they were still investigating this. In August I again checked the site and now it said my account was closed. Again, back on the phone to NPower, who insisted my account was still open, (depsite screen shots saying the account was closed, and still no update on why my account was blocked. Moving on to October 1st...My Direct Debit for NPower is not taken from my account. I ring them and ask why...they state that the direct debit has been cancelled, but they don't know why or whom by. I also get told my complaint had been resolved. When I questioned this I was passed to another department who then assured me (!) that the complaint was ongoing. I call my bank who insist that the Direct Debit is still valid, but NPower have failed to claim it. Back on the phone, and I get told that it was definitely cancelled but they could reopen it IF I give them a meter reading! I decline to do so as I am not at home. They then state a letter had been posted to me regarding my ability to take my complaint to the Ombudsman as they have not been able to resolve the complaint for over 56 days. This was apparently posted on or around September 25/26th. Suprise suprise...no letter.

Yes, npower are absolutely dreadful.

I suggest you take your complaint to the Ombudsman. You don't need npower's permission (that is supposedly in the post) to do so as you have been waiting 8 weeks.

There is an npower rep that offers to help those who are publicising npower's abysmal service on public forums. If they offer to help you then keep your complaint to the Ombudsman running in parallel in case the rep does not resolve your complaint.

nPower

williamD1964 wrote: »

Where to start!

In July this yeas I received a letter from NPower stating that my tariff was running out in August and I could call to discuss my new tariff. On calling, I was told that my account was "Bill Blocked". When I asked what that meant, it was explained that there was a problem with my account on the computer system and they were not able to discuss my tariff. They also stated that they had no idea why the account was "bill blocked" or which department had placed the block on the account. They did say that apparently I had not been billed since June 2013, but my direct debit of £130 had been taken and was held in my account(?) They promised to unvestigate this and open up a complaint. I then supplied them with accurate meter reading as I had been doing for most of the year. I should also add that I regularly checked the online site for my gas & electricity consumption. According to the companys usage graph, up until July, my consuption for the year was 21% less than the previous year. 3 days after the call a meter reader arrived and took readings. The next time I checked my online account, I found the usage graph had changed, and my consumption was now 24% MORE than the previous year. On calling the company I was again told that my account was bill blocked, and they were still investigating this. In August I again checked the site and now it said my account was closed. Again, back on the phone to NPower, who insisted my account was still open, (depsite screen shots saying the account was closed, and still no update on why my account was blocked. Moving on to October 1st...My Direct Debit for NPower is not taken from my account. I ring them and ask why...they state that the direct debit has been cancelled, but they don't know why or whom by. I also get told my complaint had been resolved. When I questioned this I was passed to another department who then assured me (!) that the complaint was ongoing. I call my bank who insist that the Direct Debit is still valid, but NPower have failed to claim it. Back on the phone, and I get told that it was definitely cancelled but they could reopen it IF I give them a meter reading! I decline to do so as I am not at home. They then state a letter had been posted to me regarding my ability to take my complaint to the Ombudsman as they have not been able to resolve the complaint for over 56 days. This was apparently posted on or around September 25/26th. Suprise suprise...no letter.

Hi williamD1964

Thanks for your post.

I'm more than happy to look into this if you can contact us using the details on our profile - please mark it for my attention and advise the details were provided via MSE, to ensure this is allocated to me correctly.

It sounds as though you've not been given a clear explanation of what's going on and I'm sorry for this. "Bill blocks" are usually placed on an account if there's an issue with the information we hold; this can include transposed meter readings, incorrect tariff details or internal system issues which prevent the account from billing correctly. I'll be able to give you more information once I have your details and hopefully get things resolved quickly for you.

Thanks

Jess