Npower nightmare - help please.

mejjo203

Hi everyone,

I'm looking for some help with this Npower problem,
In March of last year i gave them notice we had moved out the property, They arranged a final bill, however i contacted them as i believed the amount was wrong, They had only estimated it and i gave them a correct reading.

I never heard nothing more from them, A few months past and i started to hear about npower being in trouble for late bills and other billing issues, Upon checking our account i started to see credits being applied which said Total Write Off Due To Late Bill,

I knew we had issues with npower and just assumed they had written the whole thing off, they were applying these total write offs for a few months and the last one was applied in January this year.

Fast forward to last week, a letter arrives from npower stating your final bill, I am absolutely shocked. One thing i have noticed is when they sent that final bill last year they hadn't included anything for the electricity for some odd reason, however on the final bill they have just sent me a YEAR on its billing me for electric which they have estimated, they should of billed for electric from the time i setup the account with them they knew they were supplying everything.

Where do i stand on this? I'm confused they have applied credits stating total write off, and then a whole year has now passed and they have sent this bill?

I know they have been investigated for billing issues, am i now in the situation that thousands of others were?

I have contacted them and made a complaint but i'm not sure where i stand when they come back to me, so i can put up a bit of a fight with them.

thank you!

naedanger

mejjo203 wrote: »

Hi everyone,

I'm looking for some help with this Npower problem,
In March of last year i gave them notice we had moved out the property, They arranged a final bill, however i contacted them as i believed the amount was wrong, They had only estimated it and i gave them a correct reading.

I never heard nothing more from them, A few months past and i started to hear about npower being in trouble for late bills and other billing issues, Upon checking our account i started to see credits being applied which said Total Write Off Due To Late Bill,

I knew we had issues with npower and just assumed they had written the whole thing off, they were applying these total write offs for a few months and the last one was applied in January this year.

Fast forward to last week, a letter arrives from npower stating your final bill, I am absolutely shocked. One thing i have noticed is when they sent that final bill last year they hadn't included anything for the electricity for some odd reason, however on the final bill they have just sent me a YEAR on its billing me for electric which they have estimated, they should of billed for electric from the time i setup the account with them they knew they were supplying everything.

Where do i stand on this? I'm confused they have applied credits stating total write off, and then a whole year has now passed and they have sent this bill?

I know they have been investigated for billing issues, am i now in the situation that thousands of others were?

I have contacted them and made a complaint but i'm not sure where i stand when they come back to me, so i can put up a bit of a fight with them.

thank you!

Npower's official complaint process is here:

https://www.npower.com/home/help-and-support/contact-us/complaints/complaints-handling-policy/

Insist on all correspondence being by email or letter so you have evidence of what is said.

After 8 weeks if your complaint is still unresolved to your satisfaction for any reason (including npower failing to answer correspondence) then take your case to the Ombudsman.

Based on what you have said I don't think the backing billing code will apply to your case, but you can check for yourself here:

https://www.energy-uk.org.uk/files/docs/Industry%20codes/Code%20of%20Practice%20for%20accurate%20bills/code_of_practice_for_accurate_bills_-_back_billing_for_domestic_customers.pdf

However you should still claim for what you consider reasonable given npower's service failures. If npower don't agree to your claim you can take your case to the Ombudsman for them to decide.

If the npower rep offers to help keep your official complaint running in parallel. (The npower rep's help is not part of the official process and you can only take your case to the Ombudsman if you have followed the official process.)

nPower

mejjo203 wrote: »

Hi everyone,

I'm looking for some help with this Npower problem,
In March of last year i gave them notice we had moved out the property, They arranged a final bill, however i contacted them as i believed the amount was wrong, They had only estimated it and i gave them a correct reading.

I never heard nothing more from them, A few months past and i started to hear about npower being in trouble for late bills and other billing issues, Upon checking our account i started to see credits being applied which said Total Write Off Due To Late Bill,

I knew we had issues with npower and just assumed they had written the whole thing off, they were applying these total write offs for a few months and the last one was applied in January this year.

Fast forward to last week, a letter arrives from npower stating your final bill, I am absolutely shocked. One thing i have noticed is when they sent that final bill last year they hadn't included anything for the electricity for some odd reason, however on the final bill they have just sent me a YEAR on its billing me for electric which they have estimated, they should of billed for electric from the time i setup the account with them they knew they were supplying everything.

Where do i stand on this? I'm confused they have applied credits stating total write off, and then a whole year has now passed and they have sent this bill?

I know they have been investigated for billing issues, am i now in the situation that thousands of others were?

I have contacted them and made a complaint but i'm not sure where i stand when they come back to me, so i can put up a bit of a fight with them.

thank you!

Hi mejjo203

Thanks for your post.

Under the Energy UK Code of Practice, we won't charge any extra for energy used more than 12 months ago that we haven't already billed for, minus any payments made to the account. We reduced this to 6 months as part of our own policy to customers who have left our supply.

If you can contact us using the details on our profile page confirming the account details and any meter readings you may have, I'm happy to investigate and see if any further reductions apply on this basis. Please mark any emails as MSE in the subject header, to make sure we pick these up correctly.

Kind regards

Jess