Npower Ofgem ruling

Bmwm3gt2

Hi, we had big problems with Npower not setting up an account at our previous address. Long story short, after nearly 2 years Ofgem stated that they had to give use discount on what we had used, give us a longer time to pay, allow us to change supplier and give us a single point of contact. The only thing that happened was that we were able to change supplier and eventually got a final bill, but on the standard tariff, not the 1 year (ish) fixed that we signed up to. This didn't get sorted and then we had to move house at about the same time as they got their solicitors/debt collectors to threaten legal action. My partner agreed to pay them £50 a month despite the bill not being correct. We have been paying this for about 4 months now. We have had so much going on we have not had chance to try sorting it but am I correct in thinking that the whole debt should be written off in accordance with the Ofgem ruling in July? If so do we need to call or write to them? Or do we need to contact Ofgem again? Many thanks

naedanger

cbrookes wrote: »

... but am I correct in thinking that the whole debt should be written off in accordance with the Ofgem ruling in July?

I have linked to the relevant Ofgem press release below.

https://www.ofgem.gov.uk/publications-and-updates/ofgem-secures-free-energy-npower-customers-late-resolution-ombudsman-decisions

It does seem to say that any customers affected by the ruling would have any outstanding debt on their account written off.

It also says npower were to write to all affected customers. So you should ask npower (ideally in writing) why they have not written to you yet.

Cardew

Ofgem deal with policy matters, so I am very surprised they would get involved it such a dispute. How did they correspond with you?


Could you have been dealing with The Ombudsman? If so how did they inform you of their ruling?


You haven't given any reason in your post why you think the debt should be written off, and 'Ofgem'(or Ombudsman?) haven't suggested this as a course of action.



It seems to me, that if you are paying them £50 a month, you have accepted the debt.

nPower

cbrookes wrote: »

Hi, we had big problems with Npower not setting up an account at our previous address. Long story short, after nearly 2 years Ofgem stated that they had to give use discount on what we had used, give us a longer time to pay, allow us to change supplier and give us a single point of contact. The only thing that happened was that we were able to change supplier and eventually got a final bill, but on the standard tariff, not the 1 year (ish) fixed that we signed up to. This didn't get sorted and then we had to move house at about the same time as they got their solicitors/debt collectors to threaten legal action. My partner agreed to pay them £50 a month despite the bill not being correct. We have been paying this for about 4 months now. We have had so much going on we have not had chance to try sorting it but am I correct in thinking that the whole debt should be written off in accordance with the Ofgem ruling in July? If so do we need to call or write to them? Or do we need to contact Ofgem again? Many thanks

Hi cbrookes

Thanks for your post.

The Ofgem ruling applies to those who have been through the Ombudsman complaint process and we've been unable to resolve the issue or complete the final remedy within the 28 day timescale.

I'm more than happy to check your account if you can provide your account details, along with a quick overview of how the bills are incorrect, using the email address on our profile page. Mark any correspondence as MSE, so we know where to refer back to.

Kind regards

Jess

undaunted

I'd assume you are referring to the Energy Ombudsmans resolution rather than Ofgem. I suggest you refer it back to them in addition to taking up the offer made by "Jess" as even if Npower now resolve the issue it will make the Ombudsman aware of another failure to do so in a timely fashion. Eventually Npower may get their just deserts for continued abysmal levels of service and billing

Bmwm3gt2

nPower_company_representative wrote: »

Hi cbrookes

Thanks for your post.

The Ofgem ruling applies to those who have been through the Ombudsman complaint process and we've been unable to resolve the issue or complete the final remedy within the 28 day timescale.

I'm more than happy to check your account if you can provide your account details, along with a quick overview of how the bills are incorrect, using the email address on our profile page. Mark any correspondence as MSE, so we know where to refer back to.

Kind regards

Jess

Hi Jess,
Thank you for your reply. Unfortunately I cant see the email address on your profile page? Or do I just use the MSE PM facility? I do not wish to post personal details such as account numbers etc on the forum! Many thanks

Bmwm3gt2

Cardew wrote: »

Ofgem deal with policy matters, so I am very surprised they would get involved it such a dispute. How did they correspond with you?


Could you have been dealing with The Ombudsman? If so how did they inform you of their ruling?


You haven't given any reason in your post why you think the debt should be written off, and 'Ofgem'(or Ombudsman?) haven't suggested this as a course of action.



It seems to me, that if you are paying them £50 a month, you have accepted the debt.

Yes you are correct, it was the Ombudsman not Ofgem!