npower are harrassing me- help

ConfusedofYorkshire

I posted on another lager and they suggested I try here too. I'm with extraenergy, but npower are the problem.:

Last year a letter came through my door that was almost exactly the d0same as my address. I didn't realised it wasn't for me, and opened it. It was a demand for money from an energy company.

A few weeks before a man had been round to check my meter serial number as they could locate it. He confirmed it wasn't in my house.

These 2 things together caused me to ring the company to say the letter had been delivered to me and had nothing to do with me.

They agreed and told me to ignore th letters. I kept getting the letters and sending them back (the address on the letters does not exist which is why the postman delivers them to me).

After a few months I called again as the letters started looking scary (big earnings on the envelopes).They said they'd raise a complaint for me which would stop the letters. They apologised.

months went part and they left me alone.Until last month I got a letter "to the occupier" but now with MY address. This one said someone would enter my home and put in a prepayment meter.

I called them, explained everything. After the man being quite accusatory and suggesting that I was their customer and that I owed thousands of pounds. he took my meter serial number and realised I am not their customer and that I owe them nothing.

He said it had been changed to my addresses following an error after the last complaint. He said he'd start a new complaint. He would put a hold on the account, the letters would stop, I'd get an apology etc.

Today I got another threatening letter.What can I do? They've admitted it's not my problem. I'm terrified they'll force themselves in. I have 2 young children and they are not only annoying me but they are starting to frighten me.

GingerBob_3

This seems an extraordinary case, but then again, with npower anything goes. It's almost got to the point where you could consider reporting them to the police.


I hope you didn't provide npower with your name or any other personal information. If you did, then you need to check that they haven't blacklisted you at the credit reference agencies.

dogshome

Stop useing the phone

Writea letter to n'power heading it Complaint - List the history of this problem and remind them that they are subjecting you to levels of harressment that are worthy of a claim against them.

D_M_E

Given that it's Npower, I think you have a fight on your hands.

Have a look at https://forums.moneysavingexpert.com/discussion/5247545 and you'll see why.

As dogshome says, DO NOT PHONE - write to them and also back it up with an email as well, and if they phone record any conversation and make a written copy of it so you can produce both the recording and a written note of any conversation should it be needed.

EDIT - If they do insist on phoning, politely refuse to engage in conversation and explain that any further contact will be in writing and end the conversation.

modsandmockers

If somebody turns up at your door, ask to check their paperwork. Don't let them in, but (for your own information) check whether the meter number on the job sheet matches the meter number in your house and, if the numbers are different, make a note of the meter number on the job sheet. A lot of the guys doing the job will be sympathetic to your plight and will appreciate the chance of an extra half-hour's fag break but, if they insist on trying to enter your house, call the police.

It might also be worth emailing ExtraEnergy to keep them informed about what is going on - they are unlikely to offer any assistance, but a record of your emails might be useful at some point in the future. Also, stop wasting your time phoning Npower and send emails instead. Like the phone calls they will probably be ignored but at least you will have some kind of proof of your attempts to communicate with them!

naedanger

As others have said complain in writing. The email address for your first complaint is complaints@npower.com but also cc the email address executive.complaints@npower.com.

I suggest you demand at least £100 redress for their service failures as well as demanding they correct their records.

If after 8 weeks the matter is not resolved to your satisfaction then you can take your complaint to the independent Energy Ombudsman.

If you answer all correspondence reasonably promptly there should be no risk of anyone turning up at your door. They need to get a warrant to enter your property and if they actually apply for one you will get a chance to respond (which obviously you would be able to do).

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

By the way, I have found npower's service to be consistently appalling. So you may have to send a few emails, and take the matter to the Ombudsman before it is finally resolved.

boneofo

According to scottish power, their litigation department deals with warrant of entry applications (thats where they use the gas act in England and Wales to fit a prepayment meter when they should use the county court for debt).
Thus, if npower work the same way, email its legal dept at [EMAIL="Kenneth.Radleydavies@rwenpower.com"]Kenneth.Radleydavies@rwenpower.com[/EMAIL] and tell them you want to be told which court they intend applying for a warrant application at and when.
A lot of this going on at http://www.youtube.com/trialbysocialmedia/videos and it appears when the application to force entry is contested, it is invariably dropped so have your morning in court (don't forget to ask for your costs and expences).