Npower closing billing issues prematurely to meet ofgem target

HUMBUG

Has anyone else complained to their 'EXECUTIVE COMPLAINTS' team about billing issues? Where they send emails stating that the issue is resolved and close the case but "WITHOUT CHECKING THAT THE FIX HAS BEEN REFLECTED IN THE CUSTOMER'S ACCOUNT' .

One of their team said that a revised bill had been raised back in Oct 14 and the case closed. I went online a few days later and there were some credits raised and the balance was £214 in credit which I misread as a debit , so sent a cheque to them in error in 'full and final payment' (which they haven't cashed yet). So sent them a letter asking for the a refund of any balance amount on my account.

Now 2 months later they have raised a revised bill (that should have been raised 2 months earlier when they closed the complaint case). So instead of me being owed £214 , I now owe £818.01. I've been spending hours checking bills and direct-debits since last year and I think I do owe the £818.01 . But now I can't risk paying them the balance until they return the other cheque , Or should I just send a cheque for the difference and ask them to also cash the other cheque (which I think they have lost or filed away somewhere)? I don't want to stop the cheque or I'll get hit with a bank charge . NPOWER are truly the worst company I have ever dealt with in my entire life. Completely and utterly useless.

nPower

HUMBUG wrote: »

Has anyone else complained to their 'EXECUTIVE COMPLAINTS' team about billing issues? Where they send emails stating that the issue is resolved and close the case but "WITHOUT CHECKING THAT THE FIX HAS BEEN REFLECTED IN THE CUSTOMER'S ACCOUNT' .

One of their team said that a revised bill had been raised back in Oct 14 and the case closed. I went online a few days later and there were some credits raised and the balance was £214 in credit which I misread as a debit , so sent a cheque to them in error in 'full and final payment' (which they haven't cashed yet). So sent them a letter asking for the a refund of any balance amount on my account.

Now 2 months later they have raised a revised bill (that should have been raised 2 months earlier when they closed the complaint case). So instead of me being owed £214 , I now owe £818.01. I've been spending hours checking bills and direct-debits since last year and I think I do owe the £818.01 . But now I can't risk paying them the balance until they return the other cheque , Or should I just send a cheque for the difference and ask them to also cash the other cheque (which I think they have lost or filed away somewhere)? I don't want to stop the cheque or I'll get hit with a bank charge . NPOWER are truly the worst company I have ever dealt with in my entire life. Completely and utterly useless.

Hi HUMBUG

Thanks for your post

Would you like me to look into your account and see if your cheque has cleared and what needs to be paid? I'm more than happy to help.

If you can email me using the address shown on our profile page with your account details (please mark the email for my attention and confirm that you contacted through Money Saving Expert) I'll see if we can shed some light on things for you.

Kind regards

Beth

HUMBUG

nPower_company_representative wrote: »

Hi HUMBUG

Thanks for your post

Would you like me to look into your account and see if your cheque has cleared and what needs to be paid? I'm more than happy to help.

If you can email me using the address shown on our profile page with your account details (please mark the email for my attention and confirm that you contacted through Money Saving Expert) I'll see if we can shed some light on things for you.

Kind regards

Beth

Dear Beth
NPOWER claimed they never received the correspondence and cheque that I posted to them (so I can only assume that Royal Mail didn't deliver or Npower lost it internally), Anyhow, the problem has now been resolved as the account has now been paid and is closed. Anyhow, thanks for your offer of help although the cheque is missing and I am loathe to stop it and get a £25 charge from my bank.