NPOWER REFUND - has now taken over 6 months

Gstir

We have a prepayment meter with NPower. We got a statement on showing the account was in credit, we called early January to ask for a refund. The lady advised would take 28 days to refund. Nothing arrived. Called back to be told we would be put through to the complaints department seeing as our initial complaint could not be dealt with. We were advised that there was no timescale procedure and it would just take as long as needed to see why our prepayment Meyer had managed to produce a credit balance. We received a few letters saying they were looking into it.
On 16th April we got the 8 week letter from npower saying we has the right to contact the Ombudsman.
On the 6th May I spoke to someone again at npower and he escalated our complaint to the highest level 3.
I was assured I would be kept updated with progress by telephone. I was advised the meter had slipped into the wrong tarriff which is why a credit balance had resulted. No phone calls received just back to the same standard letter that I have several of saying they are looking into it.
Next phone call made on the 1st June to the executive complaints department, to be told we were now due £677 and it had been passed to the high value refunds team to authorise, she told me passed on the 21st May and they had 14 days to deal with it so someone will call me by the 5th June at the latest.
No call came, so I called. Got told it now takes 28 days for high value refunds team to authorise, so it's worrying that someone in an executive complaints department doesn't know processing times. I got told to call back in 7 days. Called 12th June and guess what? Yes it's still been authorised.
I have contacted the Ombudsman who say they will look into it.
I am at the moment in financial hardship due to a family member being ill and this money would make a huge difference.
Would npower be willing to wait 6 months for me to pay them? No! So why should I wait 6 months on them to pay me back MY money.
HELP!!!!!

Gstir

Sorry should read still not been authorised.

keyser666

Raise an official complaint and if they dont resolve, or respond to it you get paid for them failing their own charter and then go to ofgem

samanthaknd

I had npower before and was being charged previous tenants debt, they owed me something like £60, i never got that refund until a year later. at the time I never knew about letter before action and all that. Bearing in mind this was in 2003 so I don't know if they are still as bad.

Gstir

I literally don't know what other route to try it's a level 3 highest stage complaint with the executive complaints department and also with the ombudsman. Just about at my wits end with NPower. There is no way I would ever recommend this company to family and friends after the way this has been handled.

Gstir

Are there still advisors from Npower read these forums and could they offer any advice before I have to make yet another phone call for an update? ?

wealdroam

Gstir wrote: »

Are there still advisors from Npower read these forums and could they offer any advice before I have to make yet another phone call for an update? ?

I imagine any Npower rep is going to look on the Energy board first.

Perhaps that's where your thread should be.

zaax

OGEM should remove their licence but they are are useless. npowers accounting system is broken and they will not pay to fix it.

Gstir

One of the first times I've used mse and didn't realise there was an Energy board. Can this thread be moved?
Anyway an update, I have to spoken with NPower ombudsman who advises that she is very sorry but there has been a big mix up and my account has never been in credit. So how come I've been told from three separate people on the executive complaints team that I am due money, even gave me figures and said it had been passed to the high value team to be authorised. She said that the tariffs after investigation have never been mixed up, so how come on the 6th May a gentleman gave me dates that the tarriff had went onto the wrong rates?? Does anyone actually know what they are doing in this company? I actually came off the phone in tears through frustration. Any advice very very welcome, thanks.

Shelldean

I don't admit to knowing how it all works, but surely on a prepay meter you only use what you put on the key. You can't get into credit on a prepay meter surely?

I know years ago, when we was on a prepay elect meter they sent me a statement. And the way it was written it looked as though we was in credit. So I called up and demanded my credit back. But it was explained that on a prepay meter you can't get in credit as you only ever use what you charge the key up with.

That's not very well explained, but it was quite a while ago and I can't eecalle exactly what was said. Ours wasn't npower, think we was using seeboard back then!

enfield_freddy

Shelldean wrote: »

I don't admit to knowing how it all works, but surely on a prepay meter you only use what you put on the key. You can't get into credit on a prepay meter surely?

I know years ago, when we was on a prepay elect meter they sent me a statement. And the way it was written it looked as though we was in credit. So I called up and demanded my credit back. But it was explained that on a prepay meter you can't get in credit as you only ever use what you charge the key up with.

That's not very well explained, but it was quite a while ago and I can't eecalle exactly what was said. Ours wasn't npower, think we was using seeboard back then!

correct , however if for some reason you are paying someone's old debt off , then you might only get £7 of electric per £10 spent , or the meter has moved to another tariff , as was mentioned earlier.


perhaps the OP should post on the electrics board , and someone can explain the meter readings on the display when the buttons are pressed ,


this will show the unit charge , and the s/charge and any debt owed.


however this can be reset by the elec Co the next time the key/card is topped up, so I wonder , if as they say "the tariff shifted" , has now been fixed , by re programming the card without telling the OP.


the obvious answer is , if this is a new meter , or they have just moved in , and know the original reading , they can then check the units used against payments over this period