Npower stressing my sister out

Shelly1986

Hi everyone

Posting this on behalf of my very stressed sister. She moved house in October, asked for a final bill from npower. She also switched providers in her new house almost straight away, from npower to someone else, but npower also didn't give her a final bill there either.

They are still charging her direct debit for the house she doesn't live in, and she has complained but heard nothing back. They have now sent her a bill, payable pretty much immediately for the last few months. What's the next step?

Shelly1986

Sorry to clarify, the bill she got is for the house she hasn't lived in since October, she hasn't yet got any bill for her new house.

garyandlynn

Cancel the direct debit asap. Ask her to put it in writing saying she does not owe any monies since the date she left. Might be a little early for a new bill but maybe get an online account for her new provider so she can check what she owes so far?
Hope this helps.

spiro

Was the house she moved out of rented or did she own it. If it was rented the quickest thing to do is send NPower a copy of the tenancy agreement showing when she move out and include details of the landlord. If it is owned, its the date the property was sold that counts not the date you moved out.

Shelly1986

thanks for the replies

@garyandlynn We weren't sure if she was allowed to cancel the direct debit, I'll tell her to do it tonight. She did give them a reading and all her info, but they've yet to sort it, even though she's officially switched since start Nov.

@spiro She was renting, and she sent a copy of the check out signed by the agency with the readings, as well as ringing them to confirm she was leaving, and submitting the readings both online and on the phone.

nPower

Shelly1986 wrote: »

Hi everyone

Posting this on behalf of my very stressed sister. She moved house in October, asked for a final bill from npower. She also switched providers in her new house almost straight away, from npower to someone else, but npower also didn't give her a final bill there either.

They are still charging her direct debit for the house she doesn't live in, and she has complained but heard nothing back. They have now sent her a bill, payable pretty much immediately for the last few months. What's the next step?

Hi Shelly1986

Thanks for your post.

With regards to your sister, I'm unable to confirm anything for definite without any specific account details. I'd therefore recommend it if she gets in touch with the date she moved out of the property along with any meter readings she took at that time. You've advised she's received a final bill so I'd ask her to check the date and reads on the bill with any information she's provided, as the balance would stand unless there's any discrepancies. I would, however, recommend that she cancels her Direct Debit with her bank to stop this from going out whilst we investigate this for her.

For her new property, a change of supply can take approximately 4-6 weeks so if you've switched away from npower there'll be a small period that your sister will owe npower for.

I'm more than happy to look into both of these issues in more detail if your sister can get in touch with us using the contact details on our profile page. Please ask her to mark this as an MSE query to make sure this is picked up correctly.

Regards

Jess