Npower incompetence

Shirepasty

Hi, I left npower in February and sent them my meter readings. They then sent me a bill in July. I was on holiday and got back to recive 2 more bills, but different.
I have queried my gas and elctricity bill repeatedly on the phone, but they can't get it right.
Soemitme sthey put my account on hold, other times I get telemessages dmeanding money.
I have had 2 final demands for electricity one for £212.96, and today one for £187.96.

I am looking for help on how to write and dispute this: they haven't taken into account money I paid to them from October to February last year. It is taking a long time and I get nowhere, but obviously worried by the threatening letters.
I am happy to pay a bill, but they keep changing the amount. There seems to be no address to write to.

naedanger

Shirepasty wrote: »

Hi, I left npower in February and sent them my meter readings. They then sent me a bill in July. I was on holiday and got back to recive 2 more bills, but different.
I have queried my gas and elctricity bill repeatedly on the phone, but they can't get it right.
Soemitme sthey put my account on hold, other times I get telemessages dmeanding money.
I have had 2 final demands for electricity one for £212.96, and today one for £187.96.

I am looking for help on how to write and dispute this: they haven't taken into account money I paid to them from October to February last year. It is taking a long time and I get nowhere, but obviously worried by the threatening letters.
I am happy to pay a bill, but they keep changing the amount. There seems to be no address to write to.

In my experience npower are absolutely awful. You should complain in writing following their official complaint process.

npower complaint process/

Make sure your complaint is in writing to the email address provided. If you don't put it in writing you will have no evidence of what is said. Ask that they suspend payment demands until the complaint is resolved.

Unfortunately they will probably just ignore your complaint and keep billing and threatening you. However after 8 weeks take your complaint to the Ombudsman. If you settle under duress keep your complaint going.

There is an npower rep on this forum who will probably offer to help. Keep your complaint running in parallel until it is fully resolved to your full satisfaction (otherwise continue until you get to the Ombudsman).

yellowlawn

I have two outstanding official complaints with these. Do they bother. No. You ring up to find out what's happening, and they don't offer an update just apologies.

We just wanted the free NEST offer.

naedanger

yellowlawn wrote: »

I have two outstanding official complaints with these. Do they bother. No. You ring up to find out what's happening, and they don't offer an update just apologies.

We just wanted the free NEST offer.

If you are following their official complaints process you can take your complaint to the Ombudsman if it remains unresolved to your satisfaction.

nPower

Shirepasty wrote: »

Hi, I left npower in February and sent them my meter readings. They then sent me a bill in July. I was on holiday and got back to recive 2 more bills, but different.
I have queried my gas and elctricity bill repeatedly on the phone, but they can't get it right.
Soemitme sthey put my account on hold, other times I get telemessages dmeanding money.
I have had 2 final demands for electricity one for £212.96, and today one for £187.96.

I am looking for help on how to write and dispute this: they haven't taken into account money I paid to them from October to February last year. It is taking a long time and I get nowhere, but obviously worried by the threatening letters.
I am happy to pay a bill, but they keep changing the amount. There seems to be no address to write to.

Hi Shirepasty

Thanks for your post.

If you've had any bills which have been incorrect (wrong tariff, meter reading etc), the bill will be reversed and a new one created. However, in Part 4 of your bill breakdown, instead of all the payments you've made, this will show as a cancelled bill, as this essentially includes a reversal of all the charges along with the credit for the payments you've made.

To ensure we've included all of your payments, I'm more than happy to send you a statement of account showing these; send me an email using the details on our profile page with your account details in. Note on the email you've contacted via MSE so we know to pick this up and include your user name so we can refer to the original post.

Regards

Jess

HawkesFord

I've been having problems with nPower for about 12 months now, they have over £1000 of mine and still trying to charge £140 a month when even my bills state £40 a month would be fine. I've been asking for a refund and reasonable monthly figure for about a year. They just keep fobbing me off so after cancelling my DD and making an official complaint I've now had to refer it to the Ombudsman.
It's rediculous when you are just asking for a basic service and they refuse to refund money that is yours.
Vic

Shirepasty

Thanks for the responses. I have just spent an hour writing a detailed email to them. That is now 4 hours dealing with their incorrect billing.
The bottom line is that I paid them £498, but their bills only say £153!
Part of me would be happy to see them in court and get them to pay me what they owe!

Shirepasty

Thanks for the replies everyone. I had to contact the ombudsman who was very helpful. Npower were told to send a letter of apology and refund me £75 within 28 days.

I then got 3 incomprehensible letters within the first 14 days, that asked me to call them to discuss the problem!

They just use stock letters, and have got lost in the mire of bad English. Any human being reading these letters from scratch will find it undecipherable, let alone insincere.