Npower Bill Query

logie48

Can anyone tell me what this debit is on my account? Stated as 'Refund'?



Many thanks

naedanger

logie48 wrote: »

Can anyone tell me what this debit is on my account? Stated as 'Refund'?



Many thanks

Is there anything from a previous bill that might explain the entry, e.g. in a previous billing period did npower make a refund in error, which the are now reversing? (In that case I would still expect the entry to say reversal of refund, but I could see that it might just be recorded as a negative refund.)

If there is no explanation on this or an earlier bill then complain by email and demand an explanation. Npower's complaint process is here:

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

Unfortunately they are unlikely to be quick to respond and you may need to take your complaint all the way to the Ombudsman to get npower to reply (or at least that is my experience with them).

logie48

naedanger wrote: »

Is there anything from a previous bill that might explain the entry, e.g. in a previous billing period did npower make a refund in error, which the are now reversing? (In that case I would still expect the entry to say reversal of refund, but I could see that it might just be recorded as a negative refund.)

If there is no explanation on this or an earlier bill then complain by email and demand an explanation. Npower's complaint process is here:

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

Unfortunately they are unlikely to be quick to respond and you may need to take your complaint all the way to the Ombudsman to get npower to reply (or at least that is my experience with them).

Many thanks for your reply.

I was hoping that someone would know rather than going through that pain. But looks as though i'll need to contact them to enquire.

The thing that seems strange is that a refund would generally be a credit to your account, and not debit.

I just checked my bill again after I posted this thread and realise that this same charge was applied 2 years ago for roughly the same amount. Nothing seems to be apparent on the bill regarding the 'refund' (or charge as it should be known as), the figures don't appear anywhere.

chanz4

check your bank, if over £50 they would auto refund when billed

notbritishgas

Was it refunded to your bank account?

Edit: Just beaten by chanz

naedanger

logie48 wrote: »

The thing that seems strange is that a refund would generally be a credit to your account, and not debit.

I agree, which is why I thought it may be the reversal of a previous (erroneous) refund (although I would have thought they should have said that).

I see you have now had other suggestions.

I hope it is sorted soon, but I am inclined to doubt it. Maybe one quick call to them but if you don't get a satisfactory answer then resort to writing.

nPower

logie48 wrote: »

Can anyone tell me what this debit is on my account? Stated as 'Refund'?



Many thanks

Hi logie48

Thanks for your post.

I understand the confusion caused by the account screen. The npower account is a reverse of what would show on your bank account as the credit on your npower account account is removed (debited) from the account and credited to your bank account. Any additional payments or removed charges will show as "reversed bills" or "ex-gratia/goodwill gesture/manual payment" on your account. As you've advised you had a similar payment last year, I believe this is a credit which has been refunded to you as part of the 12 month reassessment. Any credit over £5.00 per fuel is refunded back to you automatically. This won't include any Direct Debit payments made after the bill has been produced to cover your ongoing usage.

If you have any concerns, I'm happy to look into this further for you if you can send me your details via the information on our profile page. Please mark it MSE so I know it's come from this forum and mark it for my attention so I know to pick this up.

Thanks

Jess