Refund from Npower?

JS477

When I recently received my bill from NPower I was just over £100 in credit and have found that NPower have credited my bank account with this amount even though I didn't ask for it to be done. Is this normal, do energy companies automatically refund a customer's bank account if they're in credit?

victor2

This is from their website:

At your annual review:

If you've built up a credit of £5 or more on either fuel, we'll refund that automatically (as long as the statement was based on an actual meter reading). It takes about 10 working days, we'll try to do it faster if we can.

Going by various threads on here, getting money owed out of nPower is like the proverbial blood out of a stone, so I'd just be happy it's been refunded.
You presumably went through their annual review process and that's the result. Check you latest bill and/or emails for any notification of an adjustment to your Direct Debit amount too. Common sense says that if you ended up in credit at the annual review, it will be reduced. But common sense and nPower rarely seem to co-exist...

JS477

My annual review isn't until April.

ricky_v

JS477 wrote: »

When I recently received my bill from NPower I was just over £100 in credit and have found that NPower have credited my bank account with this amount even though I didn't ask for it to be done. Is this normal, do energy companies automatically refund a customer's bank account if they're in credit?

I had some money refunded from Npower out of the blue a few weeks ago. As victor2 said just be thankful they've automatically refunded your credit balance:)

Arizonalinda

I have a massive credit of over £1,000 on my account. They wont give it me back because they have not billed me for gas for 18 months. its been an on going problem that never gets solved. They have no record of the meter they installed 18 months ago. My tariff comes to and end in feb, and twice I have tried to go to a new tariff, but they cant set the gas direct debit up, which voids the tariff. they are now telling me they putting me on a standard tariff which is going to cost me loads more. I don't want this and I want my credit back. what do I do?

victor2

Follow their official complaint procedure (it will be on their website), so you can escalate it if/when you don't get it resolved.
They don't owe you £1,000 if they haven't billed you for 18 months, that's just the credit you've built up. They may owe you something much less or you may owe them. Either way, it clearly needs sorting out so that you can leave them...


Also, start your own thread if you want more responses.

teddysmum

Npower refunded my over payment too, at the last but one bill . At the time of changing tariff , I did suggest they kept it, as winter is upon us, but the refund came.


I am now in small arrears, but they say that is fine, as the weather will soon be milder and I'll catch up.


All Arizonalinda needs to do is work out the units of gas used over the 18 months, multiply by 11.2 or the actual conversion rate given on a bill ( 11.2 is a very good estimate) multiply this figure (Kwh) by the unit rate and add standing charge for the number of days covered.


Electricity (for less time) is simpler, being KWh multiplied by unit charge, plus standing charge per day.


This should give a true value of what is owed (not forgetting to deduct any direct debit payments made but not applied to usage)


For example, I have paid one dd since my last bill, but am not owed £80, as this will go towards my usage to date and the small arrears.