npower - will I get my refund??

april_fool

As a good MSE follower, when my dual power contract with npower came to end, I researched the best deal and switched to another provider. I have had a fairly large credit balance on my npower account for the past year (although strangely, npower put my dd up a few months before the contract was due to expire...) and, mindful of the news that power companies like to hang on to customer's money, I contacted them through the website to ask when they would refund my credit balance. I have just received a response to say that they are sorry to lose me as a customer, and, should my new supplier not meet my expectations, they would be happy to have me back as a customer (I feel so privileged to know this...). In their reply they said "Just to let you know, there is a credit balance of £237.25 on your account." My whole reason for contacting them was because I KNOW there is a credit balance of £237.25 on my account, and I want to make sure it gets from npower's bank account into mine. Are they holding onto my credit balance for the time when I return to them???! :mad::mad::mad:

naedanger

april_fool wrote: »

As a good MSE follower, when my dual power contract with npower came to end, I researched the best deal and switched to another provider. I have had a fairly large credit balance on my npower account for the past year (although strangely, npower put my dd up a few months before the contract was due to expire...) and, mindful of the news that power companies like to hang on to customer's money, I contacted them through the website to ask when they would refund my credit balance. I have just received a response to say that they are sorry to lose me as a customer, and, should my new supplier not meet my expectations, they would be happy to have me back as a customer (I feel so privileged to know this...). In their reply they said "Just to let you know, there is a credit balance of £237.25 on your account." My whole reason for contacting them was because I KNOW there is a credit balance of £237.25 on my account, and I want to make sure it gets from npower's bank account into mine. Are they holding onto my credit balance for the time when I return to them???! :mad::mad::mad:

As they have not answered your clear question you should start a formal complaint. Here is the process:

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

I suggest you complain by email (using the address provided) rather than by phone. That way you have evidence of what is said.

Npower were voted the worst company in the UK for customer service, so don't expect a quick or efficient service. However if after 8 weeks you are not satisfied take your complaint to the Energy Ombudsman.

Also if the npower rep on this forum offers to help keep your official complaint running in parallel as you can only go to the Ombudsman if you have followed the official process.

(I wonder what happens to the credit balances of those customers who don't ask for it to be returned? I would have thought they should refund them automatically.)

Nebulous2

naedanger wrote: »

(I wonder what happens to the credit balances of those customers who don't ask for it to be returned? I would have thought they should refund them automatically.)

I've just left SSE. I have a small credit balance on gas and a small debit balance on electric.(They operate 2 DDs where other dual fuel deals often have only one) They have asked me to leave the DDs in place for another month and they will clear both balances in that time, ie give one refund and take the balance for the other.

nPower

april_fool wrote: »

As a good MSE follower, when my dual power contract with npower came to end, I researched the best deal and switched to another provider. I have had a fairly large credit balance on my npower account for the past year (although strangely, npower put my dd up a few months before the contract was due to expire...) and, mindful of the news that power companies like to hang on to customer's money, I contacted them through the website to ask when they would refund my credit balance. I have just received a response to say that they are sorry to lose me as a customer, and, should my new supplier not meet my expectations, they would be happy to have me back as a customer (I feel so privileged to know this...). In their reply they said "Just to let you know, there is a credit balance of £237.25 on your account." My whole reason for contacting them was because I KNOW there is a credit balance of £237.25 on my account, and I want to make sure it gets from npower's bank account into mine. Are they holding onto my credit balance for the time when I return to them???! :mad::mad::mad:

Hello april fool,

Thank you for your post.

If you can send me an email to the address on my profile page I will be more than happy to look into your account and balance.

Thanks

Carmel