Npower!!!

jak

I have asked for the bill, hopefully theyll send it this time! Have posted link to letter, Wooo x

naedanger

jak wrote: »

I moved in March and npower didnt send me a final bill at all, I asked loads of times then made a complaint. After this I relieved a letter saying as they had no kept their end of the bargain in terms of when they get bills out, they were wiping my bill. Today, however, i got a letter saying I owed them money for my final bill and they would write to me to let me know what it is. I called them and they say I owe them £701!!!! I asked them about the letter and they said it was sent in error and I had to pay it.
Can they do that? I've put in a complaint and am waiting to hear. But I have it in writing I don't have to pay anything, can they legally go back on that? Help!
J

Complain formally using npower's own complaint process that nower are refusing to implement a remedy (to late bills) that they themselves originally proposed. Their complaint process is here:

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

Put everything in writing using the email addresses provided so you have evidence of what is said. If after 8 weeks npower have not agreed to honour their original letter then take your case to the Ombudsman. (Don't be surprised if npower don't even reply within 8 weeks.)

Npower should only be able to back-track on their previously agreed remedy (i.e. to wipe the outstanding balance on the final (unsent) bill) if you deliberately misled them or deliberately withheld relevant information.

From their letter they could bill you for any previously billed outstanding amounts. But if they try billing you now for the first time they are completely out of order in my view.

There is an npower rep who posts here. If they offer to help keep your official complaint running in parallel, as you can only complain to the Ombudsman if you follow the official process.

Refuse to discuss the matter on the phone.

jak

Thank you, I will do that and I appreciate your reply x

footyguy

jak wrote: »

http://postimg.org/image/yan38z2pb/

That only appears to show half a page.

Any chance I could see the complete letter please? (less personally identifiable info)


Edit:
Also I don't know if they have changed their processes recently, but the last time I received a response from nPower to a complaint (was a few years back) it was signed in person and stated the name of the individual that was responsible for resolving the complaint, rather than just signed using a facsimile signature of the CS Director

naedanger

footyguy wrote: »

That only appears to show half a page.

Any chance I could see the complete letter please? (less personally identifiable info)


Edit:
Also I don't know if they have changed their processes recently, but the last time I received a response from nPower to a complaint (was a few years back) it was signed in person and stated the name of the individual that was responsible for resolving the complaint, rather than just signed using a facsimile signature of the CS Director

Npower certainly don't now assign individuals to complaints. I have had upteen different people reply to my case. I even had a call from one woman who assured me she would personally deal with my complaint from then on. The next day I sent her an email, marking it for her attention, and never heard from her again (but did hear from various other people).

The letter in question looks to me like a standard letter to deal with a problem that affected a lot of customers. (What the top of the letter says is probably just the customer's name and address.) Are you incredulous that npower should try and renege on such a clear commitment and therefore suspect there must be more to it? (If so then you have a different view of npower than I do.)

vector

My wife and I look after an old relative aged 86 who is blind and has dementia and so deal with all his bills.He went into care June 2013 but never received a final bill from Npower despite many phone calls from me.
In July this year he received the same letter as Jak stating that any outstanding balance would be written off, so will be watching this thread with interest.

jak

The only part of the letter not shown is the address as personal details and account number. Nothing else is hidden apart from that. I have contacted complaints and am yet to get a reply but will keep you posted xx

nPower

jak wrote: »

I moved in March and npower didnt send me a final bill at all, I asked loads of times then made a complaint. After this I relieved a letter saying as they had no kept their end of the bargain in terms of when they get bills out, they were wiping my bill. Today, however, i got a letter saying I owed them money for my final bill and they would write to me to let me know what it is. I called them and they say I owe them £701!!!! I asked them about the letter and they said it was sent in error and I had to pay it.
Can they do that? I've put in a complaint and am waiting to hear. But I have it in writing I don't have to pay anything, can they legally go back on that? Help!
J

Hello jak,

Thank you for your post.

If you can send me your details on an email to the address on my profile page I will look into your bill and account for you.

Thanks

Carmel

chanz4

I would also highlight it to the regulator

Grumpfromcardiff

jak wrote: »

I moved in March and npower didnt send me a final bill at all, I asked loads of times then made a complaint. After this I relieved a letter saying as they had no kept their end of the bargain in terms of when they get bills out, they were wiping my bill. Today, however, i got a letter saying I owed them money for my final bill and they would write to me to let me know what it is. I called them and they say I owe them £701!!!! I asked them about the letter and they said it was sent in error and I had to pay it.
Can they do that? I've put in a complaint and am waiting to hear. But I have it in writing I don't have to pay anything, can they legally go back on that? Help!
J

Jak
Don't waste your time communicating with NPower, take out a complaint with the ombudsman. It will take 8-10 weeks for them to sort but they are very thorough.
I did this and got my bill wiped, an apology & £100 compensation. (See my post in the other NPower thread).