Npower blocking account!

Lee-10

Evening all,

curious to know if anyone has encountered the same problem I am currently experiencing with NPower.

My last bill was november 2014, I have had 2 bills produced since that time and they have been both been recalled..

Been on the phone numerous times to Npower and they have stated that they have a lock on my account due to in correcting billing amounts.

This has been on going since start of march 15..

Everytime you ring up the complaints department to discuss how it is processing you just get 'its with the back office billing department'

Has anyone else experienced this?

any ideas to how long it could take to get rectified and my account back to normal

Thans

naedanger

Lee-10 wrote: »

Evening all,

curious to know if anyone has encountered the same problem I am currently experiencing with NPower.

My last bill was november 2014, I have had 2 bills produced since that time and they have been both been recalled..

Been on the phone numerous times to Npower and they have stated that they have a lock on my account due to in correcting billing amounts.

This has been on going since start of march 15..

Everytime you ring up the complaints department to discuss how it is processing you just get 'its with the back office billing department'

Has anyone else experienced this?

any ideas to how long it could take to get rectified and my account back to normal

Thans

Npower has lots of billing problems and they have made a complete mess of some customers' accounts. I suggest you keep a good record yourself of your meter readings and the tariff charges as I would not be confident of npower ever managing to bill you the correct amount.

Also have you checked the terms and conditions of your account to see what npower's contractual requirements are regarding billing? If they are not fulfilling their side of the contract you should, in my view, consider complaining and asking for a discount.

GingerBob_3

This appalling situation with npower has been going on for how long - two years, three years? Leave them at the earliest opportunity.

One day we might have a situation in this country where the energy sector is subject to regulation, but until such time the likes of npower will continue to make lives a misery for many people.

footyguy

Lee-10 wrote: »

Evening all,

curious to know if anyone has encountered the same problem I am currently experiencing with NPower.

My last bill was november 2014, I have had 2 bills produced since that time and they have been both been recalled..

Been on the phone numerous times to Npower and they have stated that they have a lock on my account due to in correcting billing amounts.

This has been on going since start of march 15..

Everytime you ring up the complaints department to discuss how it is processing you just get 'its with the back office billing department'

Has anyone else experienced this?

any ideas to how long it could take to get rectified and my account back to normal

Thans

1. Ask to speak directly 'with the back office billing department'

If that fails
2. Ask to speak to a manager

If that fails
3. Ask for the complaints department.


If all the above fail, follow the supplier's complaint procedure, putting your compliant in writing and sending it recorded delivery.

teddysmum

footyguy wrote: »

1. Ask to speak directly 'with the back office billing department'

If that fails
2. Ask to speak to a manager

If that fails
3. Ask for the complaints department.


If all the above fail, follow the supplier's complaint procedure, putting your compliant in writing and sending it recorded delivery.

I believe the back office work was transferred Asia, after the Stoke-on-Trent premises were closed and staff dismissed.

footyguy

teddysmum wrote: »

I believe the back office work was transferred Asia, after the Stoke-on-Trent premises were closed and staff dismissed.

That doesn't matter, if nPower agree to the request, they'll be paying for that leg of the call wherever it is.

teddysmum

footyguy wrote: »

That doesn't matter, if nPower agree to the request, they'll be paying for that leg of the call wherever it is.

Probably not a very useful call though, as 'trained' call centre staff are difficult enough to communicate with, when calling abroad.


Emailing Executive Complaints has always been effective for me.

Lee-10

Tried asking numerous times to speak to the back office billing department.. keep getting they are out of reach

Also when spoke to the manager you just get the same replies.. we are doing everything we can, just be patient

Am I able to change energy provider even though i am in this current situation with my account been messed up?

Thanks

nPower

Lee-10 wrote: »

Evening all,

curious to know if anyone has encountered the same problem I am currently experiencing with NPower.

My last bill was november 2014, I have had 2 bills produced since that time and they have been both been recalled..

Been on the phone numerous times to Npower and they have stated that they have a lock on my account due to in correcting billing amounts.

This has been on going since start of march 15..

Everytime you ring up the complaints department to discuss how it is processing you just get 'its with the back office billing department'

Has anyone else experienced this?

any ideas to how long it could take to get rectified and my account back to normal

Thans

Hi Lee-10

Thanks for your post.

I'm sad to hear you're having billing issues. Bills are normally reversed if they're incorrect in some way - this could be if the readings are estimated and we've received accurate ones, the tariff is incorrect or we've excluded any Direct Debits or payment plans.

If you can get in touch using the details on our profile page, I'm happy to take a further look into this for you. If you can include your account number, address and up to date meter readings, I'll make sure your account is billed accurately.

We don't want you to leave, but as long as there's no debit balance over £500 or £250 per fuel, we won't object to the transfer. I'm happy to discuss this further if needed.

Kind regards

Jess

Lee-10

Evening All,

My account is still blocked,complaint hasn't been resolved and it is now 56 days.

I have contacted energy ombudsman this morning, and they are asking for evidence.

Now it has reached this stage.. what is the chances that my account will go back to normal?