Npower took £3135.32 to pay previous owners bill!!!

Robturner

I unfortunately had my card declined at the check outs of ASDA and had to leave a trolley full of shopping as I had no other payment.

I was worried because I knew I had funds in my account. It transpired that Npower direct debited me £3135.32. I have only been living in my new house for 6 weeks!

I turns out that they had charged me what the previous owner owed them. I had only agreed a monthly £30 Direct Debit.

What makes matters worse is that they have my bank details under the previous owners name (Mr L Smith). I have had almost daily correspondence from Npower and have even had a letter with the previous owners name with my bank details on. This means that Mr Smith could have access to my personal bank details.

Npower requested that I sent them my completion letter as proof that I was the new owner. I sent this letter to them and they confirmed that they have received it. But worryingly still debited me for Mr Yates’s bill!

I was fortunate that my second ever payment to my mortgage company went through before (due on the same day) that Npower took their DD. I’m still not sure what items have bounced and I’m worried that this may have affected my credit. I managed to move my savings into my current account to avoid any bank charges.

My girlfriend who has the same account was unable to put petrol in her car to get to work. Her friend lent her some money so she could get a taxi costing £60

I have been able to recall the amount back by my bank (the next day) but I would like some advice on how to complain and also what compensation I would be fairly entitled too. Considering I have been highly stressed and have spent hours on the phone.


Total cost so far:
25+ (4 hours?) phone calls to Npower
1 hour phone call to my Bank
£60 return taxi to work
1 Nights sleep worrying about this situation
5 Hrs overtime (due needing to sort this problem out urgently)
1 days lost of interest on my savings
1 days charge of interest on my current account
Been embarrassed at ASDA

Please help and I will update you with my progress.

Rikki

I would recommend you involve energywatch, due to the seriousness of having your bank detail associated with some-one elses name.

Energywatch 0845 9 06 07 08

As for the money for the taxi, I would have used it to fill up the car.

Robturner

Cheers will give them a call.

My girlfriend had no choice to get a taxi, her friend paid for the taxi when she got to work and gave her some to get back home as I wasn't able to help.

Rikki

I have found them very helpful in the past.

NPower will then have a duty to respond in written format to your complaint with a copy going to energywatch. Any further problems energywatch will act on your behalf to sort things out.

Altarf

The first thing that you do is get your bank to reverse the direct debit under the terms of the Direct Debit Guarantee NOW. If they say that you need to deal with NPower, or they have to check with NPower, they do not understand the terms of the DD Guarantee, so you need to escalate the matter to their manager, or their managers manager. They should and can put the money back in your account today.

http://www.bacs.co.uk/BACS/Consumers/Direct+Debit/Your+rights/?st=sgepewvlwnrviu550ee1xun4&c=

The Direct Debit Guarantee

• If the amounts to be paid or the payment dates change, the organisation collecting the payment will notify you normally 10 working days in advance of your account being debited or as otherwise agreed
• If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid
• You can cancel a Direct Debit at any time by contacting your bank or building society. We also recommend you notify the organisation concerned.

The bold and underline, as some/most bank staff have not read the DD guarantee (or pretend that they haven't) and try to fob you off onto dealing with the organisation that took the money.

Cardew

Altarf wrote: »

The first thing that you do is get your bank to reverse the direct debit under the terms of the Direct Debit Guarantee NOW. .

He did that - "I have been able to recall the amount back by my bank (the next day)"

I don't doubt that the bank and Npower will try to pass the buck to each other about compensation.

You obviously were attempting to use a debit card for Asda and your girlfriend's petrol?

A couple of questions:

Do neither you or girlfriend have a credit card? That would not be affected by being overdrawn.

If a friend "lent your girlfriend £60 for a taxi"(because she could not get petrol) why didn't she use the £60 to buy petrol.

Obviously you are trying to maximise your compensation, but if you 'over-egg' your claim you might find them digging in their heels.

Companies will normally only pay compensation for financial loss, not 'loss of sleep' or embarrassment etc. Personally I doubt if you will get very much compensation at all.

Altarf

Cardew wrote: »

He did that - "I have been able to recall the amount back by my bank (the next day)"

Next day is not a "full and immediate refund". The banks can and do put the money back instantly, assuming that you get someone that knows what they are doing.

Cardew

Altarf wrote: »

Next day is not a "full and immediate refund". The banks can and do put the money back instantly, assuming that you get someone that knows what they are doing.

Apologies.

The way your post was phrased – “they can and should put your money back today” and the concentration on the bank honouring the Direct Debit guarantee, I thought you hadn’t noticed that the bank had already refunded the money.

However you obviously had noticed that point!

scottishlass

Cardew wrote: »

If a friend "lent your girlfriend £60 for a taxi"(because she could not get petrol) why didn't she use the £60 to buy petrol.

He's explained that his girlfriend got a taxi to work and then her friend paid it for her and gave her the money to get back. I'm guessing that there was no way to get the money without getting to work.

Robturner

scottishlass wrote: »

He's explained that his girlfriend got a taxi to work and then her friend paid it for her and gave her the money to get back. I'm guessing that there was no way to get the money without getting to work.

That’s what happened I was at work and my girlfriend had no other way to get to work. We both work in the airline industry so been late isn't an option.
I’m not after a large compensation I just want to know what I should accept?

My main grievance is that Npower has potentially given my personal bank details to someone who is in a large amount of debt, even after I went to every possible effort to make sure this didn’t happen.

MarkyMarkD

I don't think it's very likely that they HAVE given the bank details to your property's ex owner.

All they've done is recorded your new DD details against the ex owner's NPower account.

And then sought to collect the payment.

£3135 is a ridiculous amount for electricity/gas in any case. Have you seen a bill showing this amount? Is it based on a ridiculous estimated reading? (Not that this is your concern in any case).