NPower billing system error

3011gillian

Hi, i'll try to make this brief:
switched to Npower feb/march time, gave meter readings and payment of £60.66 set up, paid without problem until June when we got a letter saying our payments would be reduced to £43 a month, great!

Paid £43 in July and Aug. now received a letter saying a system error has only set up the electricity not the gas and so they will add another £78 a month for 10months to our direct debit, totalling £121 a month!!!!

checked our online account and called Npower and they to can only see a £4.56 debit on the account. he said he couldn't do anything but asked for new meter readings which I've submitted and he will produce an updated bill.
i can only see people have cases if billing is backdated over 12months but i can see nowhere how much our debt is and they've had meter readings and produced bills reflecting this...and even reduced prices so they must have looked at the account during this time.

Is there anything i can do in this case???? also just to add we're now on a DMP so any extra we have to pay will come out of our payments to 'non essential' creditors which will extend our debt period

thanks for any advice x

naedanger

3011gillian wrote: »

Hi, i'll try to make this brief:
switched to Npower feb/march time, gave meter readings and payment of £60.66 set up, paid without problem until June when we got a letter saying our payments would be reduced to £43 a month, great!

Paid £43 in July and Aug. now received a letter saying a system error has only set up the electricity not the gas and so they will add another £78 a month for 10months to our direct debit, totalling £121 a month!!!!

checked our online account and called Npower and they to can only see a £4.56 debit on the account. he said he couldn't do anything but asked for new meter readings which I've submitted and he will produce an updated bill.
i can only see people have cases if billing is backdated over 12months but i can see nowhere how much our debt is and they've had meter readings and produced bills reflecting this...and even reduced prices so they must have looked at the account during this time.

Is there anything i can do in this case???? also just to add we're now on a DMP so any extra we have to pay will come out of our payments to 'non essential' creditors which will extend our debt period

thanks for any advice x

You can complain in writing. See here:

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

Demand a proper bill and compensation for the poor service. Be prepared for a slow process. After 8 weeks from the date of your first complaint to npower you can escalate your complaint to the Ombudsman.

Personally I would send the email to both the email address given (complaintsteam@npower.com) and Executive.Complaints@npower.com because in my experience they don't answer emails sent to the first email addresss. (They really want you to phone but then you have no evidence of what is said if they later change their tune.)

There is no set amount of compensation for bad service as far as I am aware. I suggest you claim for an amount you feel is reasonable and you could justify to an ombudsman.

MoneyMate

Hi Hope you can sort asap , do you have mid term assessments ? this is mine .
21/08/2015 Electricity Mid-term reassessment Direct Debit reassessment - mid
21/08/2015 Gas Mid-term reassessment Direct Debit reassessment - mid

Here's how you can get in touch with NPower UK call centres:

Landlines:
0800 073 3000

Mobiles:
0330 100 3000

Lines are open Monday to Friday from 8am to 8pm, Saturday 8am to 6pm.

nPower

3011gillian wrote: »

Hi, i'll try to make this brief:
switched to Npower feb/march time, gave meter readings and payment of £60.66 set up, paid without problem until June when we got a letter saying our payments would be reduced to £43 a month, great!

Paid £43 in July and Aug. now received a letter saying a system error has only set up the electricity not the gas and so they will add another £78 a month for 10months to our direct debit, totalling £121 a month!!!!

checked our online account and called Npower and they to can only see a £4.56 debit on the account. he said he couldn't do anything but asked for new meter readings which I've submitted and he will produce an updated bill.
i can only see people have cases if billing is backdated over 12months but i can see nowhere how much our debt is and they've had meter readings and produced bills reflecting this...and even reduced prices so they must have looked at the account during this time.

Is there anything i can do in this case???? also just to add we're now on a DMP so any extra we have to pay will come out of our payments to 'non essential' creditors which will extend our debt period

thanks for any advice x

Hello 3011gillian

Thanks for your post about your Direct Debit.

I’m sorry to see that you’ve received a letter saying due to a system error the Direct Debit has been taken for electricity only.

As you’ve provided meter readings you should have received a bill online or via post. The bill would confirm your account balance & payment amount, I appreciate you’ve not received this information. If you can send an email for my attention I’ll look into this further, the email address can be found on our profile page.

Thanks
Laura