NPower Final Bill Wait

Beancounter

I left Npower about 7 weeks ago and have yet to receive a final bill. I also have a large credit on my account.

I did email them last month and received a reply after about 2 weeks, telling me the bill would be generated about 28 working days after I switched. This time period has long gone.

Should I wait a little longer or escalate the complain? Reading back here and the horror stories I am a little concened. Also worried this will cause issues with my new supplier when thier first bill is generated.

Any time I have switched the bill has been generated within a couple of weeks at the latest.

matelodave

Initiate the complaint - in writing as soon as possible to start the eight week clock ticking before you can involve the ombudsman.

lvf

The process of moving suppliers can actually take quite a bit of time, and in this case it may or may not actually be nPower's fault.

With the CoS, you provide the new supplier with the new reads, and they are sent for validation, first for both suppliers to agree and then to a third party for validation of reads. The entire process is ideally supposed to be 10 working days, but in some cases it can take up to 42 working days from when you provided the reads.

Once 42 working days have elapsed, and if you haven't had a final bill generated, it is most likely going to be either a system issue or that their CoS team is missing the D0086 flow for your supply (the information about the read validation for Change of Supply). If it is the first case, get a complaint opened, but if it's the second case, allow them to chase up this information first as it most likely won't actually be nPower at fault.