NPOWER REFUND - has now taken over 6 months

Gstir

I was told by the gentleman I spoke to on the 6th May that our meter had slipped into the wrong tarriff and he was able to give me dates this had happened, therefore would cause a credit balance.

enfield_freddy

yes and now they know , they have reset your card,, and don,t want to repay you


do you have a good old meter reading from say this time last yr? (accurate) if so you can ask them to tell you how much you have spent


or better still , a reading corresponding to the dates the meter "slipped" , but the yr before or later?

enfield_freddy

there is a npower rep on the site , you can see hom here https://forums.moneysavingexpert.com/discussion/5253195 goto the electrics forum and put a call out for him "help please Npower rep"

Gstir

I don't have anything. All the readings were done over the phone and yes they may have reset it as I've noticed that what we put in the meter seems to last much longer than we did before, plus we used to get error messages sometimes when putting the key in the meter now we never have a problem, would make sense if it's been reset and obviously they wouldn't tell me.

enfield_freddy

ok , all the readings were done over the phone


date you were told meter slipped


units and costs the year before or after the incident , and units and costs the dates of the faulty meter ASK THEM ,


or try contacting the npower rep , via the energy forum or even direct helpandsupport@npower.com

Gstir

Thank you I have put a post out for the npower rep!

nPower

Gstir wrote: »

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!!!!!

Hi Gstir

Thanks for your post - I've spotted the others too but I'm replying here as it's the OP.

I'm sorry to learn there's confusion over your final prepayment bill.
As our online account and billing system uses the information we last received information from the meter, this can be 3-5 top ups out, which may be the reason for the delay, as we need to make sure the information we hold (top ups, meter readings etc) are as up to date as possible. We always advise using the details on the meter to confirm any credit or debt balances, as this is the most accurate information.

If you can get in touch using the details on our profile page, along with confirmation (photos are best, but just making a note is fine too) of your current meter reading(s), what the meter has recorded as the current credit on the meter and when your last top up was, I'll be more than happy to get your account updated, make sure the balance is correct and take any other appropriate actions. Please mark the email as MSE so we know where to refer to for your OP.

Regards

Jess

D_M_E

Have a look at


http://www.telegraph.co.uk/finance/personalfinance/energy-bills/11174004/Npower-how-to-make-customer-services-listen-to-your-complaint.html

Gstir

Thank you for your response Jess. My meter readings have all been given on numerous occasions to npower even went through it all with executive complaints department, so accurate readings and top ups have been given.
A member of staff from Npower, on the 6th May, has even given me dates that my meter slipped into the wrong tariff.
It has been passed to the prepayment team and back office to be investigated, and now my credit amount due to be refunded has been passed to the high value refund team to be authorised. So after 6 months and all these different departments having investigated I would now just like my refund.
Since all calls are recorded it may be worthwhile checking these calls just to clarify what I have been getting advised. I may even request this to be sent to myself along with a SAR, to see exactly what notes npower have on file.
To say I have any confidence left in this company is an understatement.