NPOWER and wrong meter reading

u07jrb

Hi. When I joined NPOWER in Nov '13 somehow they started my gas meter reading at 0. There were poor at getting bills out to me so it want until 6 months later that I noticed this. I have tried 3 times to get this fixed and when I speak to the person on the phone it seem like it will be no problem to fix. They say they will get a new bill out to me (based on readings I have for end bill of previous provider). However, its been at least 6 months now and I have now changed providers in Nov 14 and I just want a new bill so I can put this behind me as I don't want to lose track of what NPOWER have taken from my account. I know I owe them money as they undercharged me but at the moment they are taking £5 off me a month until presumably the old bill is paid in full.


Given that this has dragged on and I have spoken to someone at least 3 times about this and I haven't been a customer for 6-7 months now, what the best way of sorting this.

naedanger

u07jrb wrote: »

Hi. When I joined NPOWER in Nov '13 somehow they started my gas meter reading at 0. There were poor at getting bills out to me so it want until 6 months later that I noticed this. I have tried 3 times to get this fixed and when I speak to the person on the phone it seem like it will be no problem to fix. They say they will get a new bill out to me (based on readings I have for end bill of previous provider). However, its been at least 6 months now and I have now changed providers in Nov 14 and I just want a new bill so I can put this behind me as I don't want to lose track of what NPOWER have taken from my account. I know I owe them money as they undercharged me but at the moment they are taking £5 off me a month until presumably the old bill is paid in full.


Given that this has dragged on and I have spoken to someone at least 3 times about this and I haven't been a customer for 6-7 months now, what the best way of sorting this.

Follow their complaints procedure. Insist on all correspondence being by email so that you have evidence of what is said.

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

They will almost certainly ignore you, or ask you to call them (which you should not do but instead insist that they reply by email). Then after 8 weeks you can take your complaint to the Ombudsman.

If you are not a customer you could consider cancelling your direct debit. However I would only do so if either I paid off the full balance of what I thought I was due to pay or I thought I had no debt left to pay.

nPower

u07jrb wrote: »

Hi. When I joined NPOWER in Nov '13 somehow they started my gas meter reading at 0. There were poor at getting bills out to me so it want until 6 months later that I noticed this. I have tried 3 times to get this fixed and when I speak to the person on the phone it seem like it will be no problem to fix. They say they will get a new bill out to me (based on readings I have for end bill of previous provider). However, its been at least 6 months now and I have now changed providers in Nov 14 and I just want a new bill so I can put this behind me as I don't want to lose track of what NPOWER have taken from my account. I know I owe them money as they undercharged me but at the moment they are taking £5 off me a month until presumably the old bill is paid in full.


Given that this has dragged on and I have spoken to someone at least 3 times about this and I haven't been a customer for 6-7 months now, what the best way of sorting this.

Hi u07jrb,

Thank you for your post.

If you get in touch with us using the contact information on our page we will look into this for you and ensure your new bill is issued.

Kind Regards Steve