shocking electric bill

lanx

About 3 months I was notified by Npower that my direct debit for gas and electricity was increasing from £39 to £5,431 per month. Despite speaking to 6 different agents and assured that the mistake would be investigated and then resolved, this week they have taken £566 from my current account without warning me. I ve been to bank and got an indemnity order and the money has been returned but how can I get this resolved properly. It is a mistake by the way, I m really careful about how I use gas and electricity.

Cardew

Welcome to the forum


There is absolutely no point in 'speaking' to agents - especially NPower, you must write headed 'complaint'(an email will suffice) and then eventually you should get some action.


If not resolved after 8 week you can take complaint to Ombudsman.

Alfrescodave

Join the club!! I'm in a similar position but thankfully didn't set up a direct debit with NP so the thieving so and so's couldn't take money that wasn't rightfully theirs.
Agree with Cardew don't waste your time talking to customer services; yes they are friendly and assure you the problem will be fixed - but it never is!!!


Raise a written complaint

lstar337

shocking electric bill

Take Cardew's advice above, write to NPower and start an official complaint.

teddysmum

Was there no reason given for the change ?


I've always found that the letter stating any change, up or down, is based on a projected consumption.


Have you insisted that an agent goes through the figures while you are on the phone ? When I have had problems (very minor) they have done calculations and sorted immediately.


It looks as though someone has put a decimal point in the wrong place, somewhere on your account.

naedanger

Another vote for complaining in writing as phone calls have failed. The following is a link to npower's complaint process, and it gives the email addresses to use.

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

Note:

1) Don't expect a quick reply. Npower may not respond until week 7 (or possibly not at all).

2) Npower may try to get you to call. For example they may write to ask you to call, even threatening to close your complaint if you don't. If they do this simply send another email saying you require them to respond in writing so you have evidence of what is said. And if they don't go to the Ombudsman as soon as permitted i.e. 8 weeks after your initial complaint. (Similarly if they call you say you asked for a written response because previous calls have promised and failed to deliver and you now have no evidence of what was said.)

3) A npower rep posts on this forum offering to help. By all means take them up on the offer but keep your official complaint going in parallel (and make the npower rep aware of this) as only by following npower's official complaint policy can you take your complaint to the Ombudsman.

nPower

lanx wrote: »

About 3 months I was notified by Npower that my direct debit for gas and electricity was increasing from £39 to £5,431 per month. Despite speaking to 6 different agents and assured that the mistake would be investigated and then resolved, this week they have taken £566 from my current account without warning me. I ve been to bank and got an indemnity order and the money has been returned but how can I get this resolved properly. It is a mistake by the way, I m really careful about how I use gas and electricity.

Hi lanx

Thanks for your post.

We're more than happy to investigate this for you if you can get in touch with up to date meter readings and your account details using the contact details on our profile page. We'll make sure your account balance is amended and your payments are set at a suitable level to include your usage and any credit or debit balance you may have. Please mark the email as MSE so we know to pick this up.

Regards

Jess