NPower - 14 months on still can't tell me how much I owe

Benson12_2

I moved from N Power to EDF in November 2013 - during December 2013 NPower appeared to have lost all my records (something to do with them changing their systems internally) I provided closing meter readings to NPower and did the same with my new provider EDF.
Now, 14 months on, Npower still can't finalise my bill and refuse to co-operate with me and my new energy supplier / EDF.
Is there any governing body I can go to I order to get this resolved? I feel like I'm in no mans land with both providers and I have no clue what to do next - Help?
I just want to be up to date with my electric and to not have to worry about this any longer.
FYI: I have been paying monthly amounts to EDF so now have a huge amount of credit which is just sitting there!

dogshome

Huge amount of credit sitting with EDF?

Does this mean that you have not had any actual bills from EDF since the Switch in Nov 2013?
It would be as well to check with the Regional Data Base for Elec meters that the Switch really took place - Google 'Who supplies my Electricity' for the phone number of the Data Base for your area

enekomh

Hi Benson,
I might have some good news for you:
http://www.moneysavingexpert.com/news/utilities/2014/06/npower-agrees-to-moneysavingexpertcoms-calls-to-wipe-ex-customers-bills

You might not have to pay anything.

Benson12_2

Thanks for your response, the meter is registered and EDF have been out a few times to read the meter - the issue is because Npower lost my records when they changed their systems they claim they have no record now of the meter readings I provided each month online. So they are using readings dating back to bills which were years ago - its crazy. EDF can't start charging me until Npower agree to settle the closing meter reading....I think I need to take this to some governing body because EDF aren't getting anywhere and Npower are their usual hopeless self - terrible company to deal with and get hold of.

Benson12_2

Thanks so much for this link, I've spoken to EDF about this today and asked them to discuss with Npower - they didn't sound too hopeful though, Npower are proving very hard to get hold of to discuss. Is there a governing body or regulator I could take this case to so I can register a complaint and get some help with my case? Ideally I need someone to represent my case who can mediate between the two providers???

naedanger

Benson12 wrote: »

Thanks so much for this link, I've spoken to EDF about this today and asked them to discuss with Npower - they didn't sound too hopeful though, Npower are proving very hard to get hold of to discuss. Is there a governing body or regulator I could take this case to so I can register a complaint and get some help with my case? Ideally I need someone to represent my case who can mediate between the two providers???

You could follow npower's complaint process. Details are here:

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

I recommend you put your compliant is writing and insist on npower respond in writing (so you have evidence of what is said). After 8 weeks if npower have not resolved matters to your satisfaction you can complain to the energy Ombudsman.

If you complained to npower previously did they not supply you with details of the formal process?

zaax

If the can't prove what you have to pay, don't pay. Tell them unless they can provide a proper bill you won't pay it. You wouldn't pay shopping bill if at the till just just guessed the amount. PS move away from the big 6 - see link above

nPower

Benson12 wrote: »

I moved from N Power to EDF in November 2013 - during December 2013 NPower appeared to have lost all my records (something to do with them changing their systems internally) I provided closing meter readings to NPower and did the same with my new provider EDF.
Now, 14 months on, Npower still can't finalise my bill and refuse to co-operate with me and my new energy supplier / EDF.
Is there any governing body I can go to I order to get this resolved? I feel like I'm in no mans land with both providers and I have no clue what to do next - Help?
I just want to be up to date with my electric and to not have to worry about this any longer.
FYI: I have been paying monthly amounts to EDF so now have a huge amount of credit which is just sitting there!

Hi Benson12

Thanks for your post.

I'm sad to hear you're having difficulties getting your transfer reads agreed between EDF and npower. It's normally the new supplier's responsibility to ensure the reads are forwarded on, and I appreciate that EDF have tried to do this.

If you can send me an email to the address on our profile page and confirm the meter readings to me, I'll get this updated for you. Please mark the email for my attention so I know to pick this up myself and include your account details.

Kind regards

Jess