Npower, cant rectify my account issues in 2 years

puc

Biggest mistake was to join this shower 3 yrs ago. From the outset, they have transposed my off peak and standard rate meter readings. Up to 2 years ago, they were able to correct this manually but this is no longer possible.

2 years ago i opened a complaint with them which has gone nowhere despite being handled by their executive complaints team. I have had some ridiculous statement figures showing various random debit figures up to £9000. The stress has made me ill but they dont care. The handlers lie about progress, have offered derisory compensation which doesnt materialise and all i get are apologies and excuses. All i want is to leave this shocking company.

Ofgem wont help as the complaint is too old.

Can anyone please offer any advice on what i can do.

naedanger

puc wrote: »

Biggest mistake was to join this shower 3 yrs ago. From the outset, they have transposed my off peak and standard rate meter readings. Up to 2 years ago, they were able to correct this manually but this is no longer possible.

2 years ago i opened a complaint with them which has gone nowhere despite being handled by their executive complaints team. I have had some ridiculous statement figures showing various random debit figures up to £9000. The stress has made me ill but they dont care. The handlers lie about progress, have offered derisory compensation which doesnt materialise and all i get are apologies and excuses. All i want is to leave this shocking company.

Ofgem wont help as the complaint is too old.

Can anyone please offer any advice on what i can do.

When you say Ofgem won't help do you mean Ofgem or the Energy Ombudsman?

If it is the Ombudsman then I think there are a couple of possible options for getting them to look at your complaint, depending on the answers to the following questions.

Firstly when did npower first make you aware of their formal complaints process and your option to take the matter to the Ombudsman at the end of that process?

Secondly is there any ongoing problem e.g. a recent incorrect bill?

Also what is stopping you leaving npower meantime?

puc

sorry, i meant the ombudsman. i think my first formal complaint to npower was in feb 2013, they gave me the complaints process in march 2013.

i havnt had a statement for about 12 months now, i guess thats because they have run out of random numbers.

my worry with initiating a transfer to another firm now is that npower will chase me for the incorrect total, about £9000 according to them but no more than £500 according to my calculations.

naedanger

puc wrote: »

sorry, i meant the ombudsman. i think my first formal complaint to npower was in feb 2013, they gave me the complaints process in march 2013.

i havnt had a statement for about 12 months now, i guess thats because they have run out of random numbers.

my worry with initiating a transfer to another firm now is that npower will chase me for the incorrect total, about £9000 according to them but no more than £500 according to my calculations.

I think what I would do is start a new complaint with npower over the fact you have not been sent a correct current statement. State you require the matter to be resolved promptly and that the lack of a correct bill is preventing you from leaving for the reason you gave. If after 8 weeks they have not resolved the matter to your satisfaction (e.g. by giving you a correct bill) then go to the Ombudsman. Your complaint is then not about a historic time barred matter but rather a current matter.

Alternatively call the Ombudsman and explain npower never told you (assuming this is true) that your complaint would be time barred if you did not take it to the Ombudsman within a year (or whatever the period was). Ask the Ombudsman if they have any discretion. If they do explain that because you were not informed of the time bar deadline, and because the matter is still ongoing, you believe they should investigate your complaint now.

puc

Many thanks, very useful. Just what i was looking for, a way forward:)

naedanger

puc wrote: »

Many thanks, very useful. Just what i was looking for, a way forward:)

Good luck. I cannot think of another industry where the customer has to do so much work just to get the service provider to do what they are contracted to do.

puc

i noticed that the meter readings on my account are all wrong. the readings i have submitted are not recorded correctly and even the readings taken by them are impossible (ie their own readings taken last september are larger than i can see at the meter today). given this, i cant see how they hope to correct the billing errors

Alfrescodave

This exactly the same problem I had with NP - the estimated readings were way above actual ones. It took 6 months of regular phone calls to the complaints dept (NOT meter reading customer services) until I found the one person who actually did what he promised. !!!
Perseverance is the answer though often the phone calls were done thru gritted teeth. Never assume that they will do what they say until you see the evidence. If you haven't already done so then sign up to an online account which shows you exactly what they have't done !!!

puc

Oh lord, now they ring me asking me for a meter reading even though i sent it to them last monday. This company is a joke but im not laughing.

Nice_and_Cheap

Npower are terrible I wound never good back, I vowed that and I have never gone with them even when "cheapest"

HUMBUG

puc wrote: »

Biggest mistake was to join this shower 3 yrs ago. From the outset, they have transposed my off peak and standard rate meter readings. Up to 2 years ago, they were able to correct this manually but this is no longer possible.

2 years ago i opened a complaint with them which has gone nowhere despite being handled by their executive complaints team. I have had some ridiculous statement figures showing various random debit figures up to £9000. The stress has made me ill but they dont care. The handlers lie about progress, have offered derisory compensation which doesnt materialise and all i get are apologies and excuses. All i want is to leave this shocking company.

Ofgem wont help as the complaint is too old.

Can anyone please offer any advice on what i can do.

All these random readings don't make sense and I had the same problem too until I realised that NPOWER were billing me for my upstairs neighbour's supply line . So they were getting readings from me (via my NPOWER online account ) for my meter , but then getting utterly confused when the meter man also submitted readings from my upstairs neighbour's meter . I strongly suggest you check they are billing you for your meter and supply line and not someone else.