Npower do NOT recognise my prepayment meter

sonic12345

Npower do NOT recognise my prepayment meter
on 23/06/14 we had gas and electric swapped from standard meters to prepayment.
however ever since they have kept sending me bills for the electricity, and ask for meter readings, i give them meter readings they dont accept it, saying it is lower then the previous reading.
everytime i phone them and tell them, that i am on prepayment they dont seem to believe me. spoke to various people in various departments about it, been told its been updated only to get same problem again time after time.

lvf

Did you have the meter exchange done through nPower? If so, it's crazy how they would deny this for so long.

What you need is the following from the meter:
Meter removal date
Removal reads
New meter serial number
installation readings

Give these to nPower and explain they have made the mistake and these need updated.

If there is no joy, you should then request that a formal complaint is opened and you should then follow the complaints handling procedure. Granted you shouldn't have to do the work for them, but it would at least get them off your back.

sonic12345

yes it was done with them,
i have supplied them with
date of install
serial number
and readings of the old meter and new meter when installed
at the time i rang them up the same day because the man who installed it never uploaded that on his PDA and sent it to them, because we had gas done at same time, the gas man told me when he did his, what he was doing , and he explained that the electric should have been done the same way but it never was.
i have had enough of it , and will be just leaving them once my credit had ran down, spoke to complaints department, was supposed to phone me within 30 days - that was in nov.
annoying when i get through to one department, they take my details, and then say im in wrong department, because my account number says im on normal meter, so they pass me back to normal meter department, then i explain and i go back to prepayment team, then they pass me back because "they can not dreal with it".

lvf

If you got confirmation your complaint was opened in November, it should be past or approaching the 56 day deadline for closing the complaint. At this point, you are entitled to take your case to the Ombudsman.

I think you should follow this step as you are still receiving bills for a credit meter, its just not acceptable.

nPower

sonic12345 wrote: »

Npower do NOT recognise my prepayment meter
on 23/06/14 we had gas and electric swapped from standard meters to prepayment.
however ever since they have kept sending me bills for the electricity, and ask for meter readings, i give them meter readings they dont accept it, saying it is lower then the previous reading.
everytime i phone them and tell them, that i am on prepayment they dont seem to believe me. spoke to various people in various departments about it, been told its been updated only to get same problem again time after time.

Hi sonic12345

Thanks for your post.

I'm sad to hear that we won't update your meter details. If you can get in touch with a photo of your new meter along with the meter details (I appreciate you've provided these to us already), I'll make sure the meter exchange is updated and the incorrect bills are removed. You can contact us using the details on our profile page - mark the email for my attention so I know to pick this up.

Kind regards

Jess