NPower, bailiffs and wrong address

shoe*gal_2

They left a note to say they'd forced entry. Doors had been opened, the dog had been distressed and they'd knocked things over in a bedroom. They didn't take anything. Because the family aren't NPower customers they saw the meter wasn't one of theirs and left. The problem now is that they've amended their records to say that their debtor Mr X now lives in their home instead of his with the same street but different area. This is all due to a postcode error which surely is a simple thing to change. It's a mistake that's been made before when they've had this man's post. I think they should go public through a consumer rights thing because it'll be the quickest way to get resolution without forking out for a solicitor. They've got as far as executive complaints who said it wasn't NPowers fault because the addresses are similar. They seem like the biggest most stupid bunch of morons who are unable to listen to someone who's been telling them repeatedly that they have the wrong address. A simple electoral roll search would show that Mr X isn't registered there and who does actually live there. I see there is an N Power rep on this forum and I'd love to see what they have to say as an excuse for this utter farce.

energyworker

This all sounds rather odd. They managed to get a court order for an incorrect property? Was notification of this intent not sent to the property and if so did the occupants not contact the court to point out that this person was not known at the address?

naedanger

shoe*gal wrote: »

They left a note to say they'd forced entry. Doors had been opened, the dog had been distressed and they'd knocked things over in a bedroom. They didn't take anything. Because the family aren't NPower customers they saw the meter wasn't one of theirs and left. The problem now is that they've amended their records to say that their debtor Mr X now lives in their home instead of his with the same street but different area. This is all due to a postcode error which surely is a simple thing to change. It's a mistake that's been made before when they've had this man's post. I think they should go public through a consumer rights thing because it'll be the quickest way to get resolution without forking out for a solicitor. They've got as far as executive complaints who said it wasn't NPowers fault because the addresses are similar. They seem like the biggest most stupid bunch of morons who are unable to listen to someone who's been telling them repeatedly that they have the wrong address. A simple electoral roll search would show that Mr X isn't registered there and who does actually live there. I see there is an N Power rep on this forum and I'd love to see what they have to say as an excuse for this utter farce.

The npower rep will not discuss the detail of the case with you on a public forum but will ask you to ask the people affected to contact the rep off forum.

I think (but am not certain) that the Ombudsman would not get involved in this case because the people involved are not npower customers. Therefore a formal complaint will probably not be very effective as there will be no one other than npower deciding the case.

If they don't manage to get the media interested then I suspect they won't get much redress unless they are prepared to take the case to court.

If they want to submit a small court claim without a solicitor the following is a link:

https://www.gov.uk/make-money-claim-online

I still think a solicitor would be worth it in this case, especially given npower's attitude.

(One thing, if this is all being reported to you then there may be more to the case than you are being told.)

shoe*gal_2

energyworker wrote: »

This all sounds rather odd. They managed to get a court order for an incorrect property? Was notification of this intent not sent to the property and if so did the occupants not contact the court to point out that this person was not known at the address?

I've seen them before gather up post to Mr X and send it to the correct address so he knew but they didn't. All I know is they've contacted NPower on many occasions to have them amend their records and have always been told it would be done. It's the same town, street number and house number but different area and postcode and NPower have the wrong postcode. There's been confusion before between the two addresses but this one should have been sorted when they first said the postcode was incorrect and given the right one for Mr X.

This family is honest and perfectly normal. There is no way there's more to it than an absolute farce. Having done some reading on NPower's tactics I've seen it's not uncommon at all for them to behave in an appalling manner. I'd certainly not even consider switching to them even if they offered me half price fuel.

Gloomendoom

I would also suggest a letter to their MP.

Npower are a terrible company.

GingerBob_3

Even for npower this does seem extreme. What you describe in the original post is pretty much a criminal offence on the part of the npower and "the bailiffs", if that's what they were. An option might be to report it as a crime to the police. Definitely speak to a solicitor.

energyworker

shoe*gal wrote: »

I've seen them before gather up post to Mr X and send it to the correct address so he knew but they didn't. All I know is they've contacted NPower on many occasions to have them amend their records and have always been told it would be done. It's the same town, street number and house number but different area and postcode and NPower have the wrong postcode. There's been confusion before between the two addresses but this one should have been sorted when they first said the postcode was incorrect and given the right one for Mr X.

This family is honest and perfectly normal. There is no way there's more to it than an absolute farce. Having done some reading on NPower's tactics I've seen it's not uncommon at all for them to behave in an appalling manner. I'd certainly not even consider switching to them even if they offered me half price fuel.

I wasn't meaning to imply that I disbelieved your post, I have no real knowledge of the industry once it reaches this level. I just find it weird that things were able to reach this level.

I'm certainly concerned that a court order was able to be issued to an incorrect address without this being picked up.

shoe*gal_2

energyworker wrote: »

I wasn't meaning to imply that I disbelieved your post, I have no real knowledge of the industry once it reaches this level. I just find it weird that things were able to reach this level.

I'm certainly concerned that a court order was able to be issued to an incorrect address without this being picked up.

It's all very confusing but if you think (trying not to identify anyone by area) it's Birmingham as an example and it's two streets in different parts of the city with the only difference being the village thing and someone cocks up the postcode then it's easily done. They are now contacting everyone recommended on here as well as our MP so I appreciate input from all of you. Hopefully it will be resolved to their satisfaction soon before they get another visit which will scare my friend yet again.

nPower

shoe*gal wrote: »

I'm going to do this as briefly as I can for some advice.

NPower send bills to wrong address as they have the incorrect postcode - the street name is right but it's not the right area.

Householders contact NPower repeatedly to inform them of the error

Householder comes home to find bailiffs have forced entry and been through every room in the house.

Contact NPower who promise to respond to the complaint.

More letters arrive addressed to the NPower customer but with their postcode.

Yet more complaints to NPower who's excuse is the addresses are similar.

Police can't do anything about the forced entry as there is a Court order. Advise solicitor.

NPower letter arrives apologising for the mix up addressed to the debtor and stating they've corrected it by putting the address right. They haven't and have now used the wrong people's full address.

Householders understandable nervous about bailiffs coming and emptying the house despite repeated calls, letters and emails and NPower being aware they aren't the customer.

What is the next step for these people? NPower have been a nightmare and totally unhelpful and now have their home registered as the debtor rather than adding the debtor's postcode to his account. It's like a total farce and is causing stress to the family. Any advice appreciated.

Hi Shoe*gal

Thanks for your post.

I'm sorry that you're having issues with your address. If you can contact me using the details on our profile page with your account details, I'll be able to look into this.

Kind Regards

Jen

System

Oh dear, nPower rep Jen - do read the posts properly (I suggest all of them) - you will see that shoe*gal is writing on behalf of folk who have been treated, IMHO, appallingly.
I certainly do hope that you will get something done - at last!