NPower bill - 2 YEARS after we left!

HOK3Y

I have just been notified by NPower that they have sorted our bill for a property we left 2 years ago, despite us repeatedly calling and emailing (thank goodness I have the emails) asking them to sort it out. They never took any money from our account, despite setting up a direct debit and never finalised the account even though we submitted meter readings.


I realise I have a good case not to pay this seeing as the problems were clearly the company's, I can prove that we asked repeatedly for them to correct the matter, and it exceeds 12 months.


What would all you wise people suggest I do at this point? I don't want to do anything by phone as I don't trust them at all. Is there a standard complaint letter I can use or some wording I need to adopt?


Thanks for all your help.

naedanger

HOK3Y wrote: »

I have just been notified by NPower that they have sorted our bill for a property we left 2 years ago, despite us repeatedly calling and emailing (thank goodness I have the emails) asking them to sort it out. They never took any money from our account, despite setting up a direct debit and never finalised the account even though we submitted meter readings.


I realise I have a good case not to pay this seeing as the problems were clearly the company's, I can prove that we asked repeatedly for them to correct the matter, and it exceeds 12 months.


What would all you wise people suggest I do at this point? I don't want to do anything by phone as I don't trust them at all. Is there a standard complaint letter I can use or some wording I need to adopt?


Thanks for all your help.

Complain by email (so you have evidence) following their official complaints process -

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

If it is not resolved to your full satisfaction after 8 weeks take your complaint to the Ombudsman.

Don't expect a quick reply. Also if npower ask you to call don't. Insist on everything being in writing.

HOK3Y

Thanks so much for the response naedanger - I will be on this first thing in the morning. Absolutely shameful customer service from npower.

HOK3Y

Sitting here dumbfounded - I have just opened the actual bill. They have double credited the original bill amount and then debited the revised amount.......which has left a credit on my account of several hundred pounds......despite them failing to collect the monthly direct debit ever! A less honest individual would have just put in a request to send the money to their bank! Good Lord. One complaint emailed over to Npower and a word that they might want to tighten up their accounts procedures.


Hopefully this matter will be put to bed shortly.

chanz4

mot prob not as their experienced billing staff were paid off and made redundant for retards

energyworker

chanz4 wrote: »

mot prob not as their experienced billing staff were paid off and made redundant for retards

I don't work for npower but I find your labeling of their staff as retards to be unnecessary and downright unpleasant.

shammyjack

energyworker wrote: »

I don't work for npower but I find your labeling of their staff as retards to be unnecessary and downright unpleasant.

Truth always hurts !

I find the description very accurate and would lump ScottishPower staff in there with them !

chanz4

I can 100% confirm they are, from knowing insiders very well

lvf

energyworker wrote: »

I don't work for npower but I find your labeling of their staff as retards to be unnecessary and downright unpleasant.

Agreed. The labeling used was simply disgusting.

chanz4

yeah that's because you work for them looking at your post history

lvf

chanz4 wrote: »

yeah that's because you work for them looking at your post history

Point out a post of mine where I said "I work for nPower". Please.

I ask this of you because of the following:

a) I have worked for an energy company in the past, but do not any more.
b) I have never worked for nPower.
c) I have never posted stating that I was employed by nPower at any time.

Regardless of my employment history, referring to anyone as "retards" is simply unacceptable. If you have some gripe with their staff, you could find different terms to use to describe them, like "improperly trained", "difficult to communicate with" etc.