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NPOWER COMPLAINT Npower Representatives please contact me

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sivs
sivs Posts: 247 Forumite
Part of the Furniture 100 Posts
edited 12 November 2015 at 1:28PM in Energy
I really hope that a representative from Power will look at this post and help me try and resolve an issue I've had for nearly two years. I've tried complaining by letter, telephone, social media and to date I've had nothing. Call Npower every week and I'm told that its in a queue to be work on.. No one can take ownership of this an it is causing me serious issues. Complaint letter below.

https://www.dropbox.com/s/irpu5ubx5zt6x2v/N%20Power%20complaint.pdf?dl=0
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Comments

  • Bluebirdman_of_Alcathays
    Bluebirdman_of_Alcathays Posts: 2,859 Forumite
    edited 12 November 2015 at 1:48PM
    Judging by previous responses, the npower rep will respond in about a weeks time.

    What's the issue?


    edit - dropbox link now working.
  • sivs
    sivs Posts: 247 Forumite
    Part of the Furniture 100 Posts
    Judging by previous responses, the npower rep will respond in about a weeks time.

    Well I have waited two years and they have not even replied to my complaint letter or called be back when they said they would.



    What's the issue?

    It a long story but in short, I rented a property out which had 2 MPAN numbers registered to an electrical meter. I was paying my gas and electrical to SSE and they have confirm all received ok. However Npower are claiming the I owe the money and have put a default against me... Each time I call them they say they are dealing with this but it's been ongoing since January 2014.
  • sivs
    sivs Posts: 247 Forumite
    Part of the Furniture 100 Posts
    Guess no one from Npower is willing to help. I am now at my whits ends as this default is causing problems with me getting a mortgage... I understand that things take time but 2 years and no correspondence from Npower is total disgusting!!!
  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    As said anything up to a week for a respond >Reps don't live on the site .
  • Personally I would go to the Ombudsmen (given it was first raised over 8 weeks ago) and the information commissioner if they are reporting inaccurate data.


    Ofgem don't deal with individual complaints so the above are your best options. Do you have anything in writing suggesting a formal resolution to the complaint?
    Mixed Martial Arts is the greatest sport known to mankind and anyone who says it is 'a bar room brawl' has never trained in it and has no idea what they are talking about.
  • naedanger
    naedanger Posts: 3,105 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Personally I would go to the Ombudsmen (given it was first raised over 8 weeks ago) and the information commissioner if they are reporting inaccurate data.


    Ofgem don't deal with individual complaints so the above are your best options. Do you have anything in writing suggesting a formal resolution to the complaint?

    Though there is a risk the Ombudsman may time bar the complaint as being too old!

    (This may seem daft, given that the OP was probably never told about the existence of the Ombudsman, their right to take their complaint to the Ombudsman after 8 weeks, and the fact they would lose this opportunity after a set period. However I believe it is nevertheless the Ombudsman's practice to time bar complaints when they can.)

    If your customers want us to consider their complaints there are some things that they must do first:
    - give you a reasonable chance to sort it out. You have up to eight weeks to respond to the complaint;
    - your customers should have registered a complaint with you within 12 months of becoming aware of the issue; and
    - your customers need to contact us within nine months from the date they first informed you about the problem.


    http://www.ombudsman-services.org/handling-complaints.html
  • nPower
    nPower Posts: 1,319 Organisation Representative
    Part of the Furniture 1,000 Posts Combo Breaker
    sivs wrote: »
    I really hope that a representative from Power will look at this post and help me try and resolve an issue I've had for nearly two years. I've tried complaining by letter, telephone, social media and to date I've had nothing. Call Npower every week and I'm told that its in a queue to be work on.. No one can take ownership of this an it is causing me serious issues. Complaint letter below.

    https://www.dropbox.com/s/irpu5ubx5zt6x2v/N%20Power%20complaint.pdf?dl=0


    Hi sivs

    Thanks for posting, I'm sorry to hear your are experiencing problems with your npower account. I will be happy to take a look at this for you if you would like to send me an email (using the address from my profile) with your account details.

    Thanks Vicky :)[FONT=&quot][/FONT]
    Official Company Representative"
    I am the official company representative of nPower. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    If we ask you to contact us, please do so using helpandsupport@npower.com - MSE Forum has temporarily allowed the display of our contact details in our signature due to a technical issue with our profile
  • Has it been resolved now????
  • sivs
    sivs Posts: 247 Forumite
    Part of the Furniture 100 Posts
    No this has not been resolved... I have just sent vicky the info... Will let you know what she says. Not holding out much hope...
  • I agree the Ombudsmen time limit is daft and may apply in this case. However IF the OP was not made aware of the option to take the matter to the Ombudsmen this would be a serious breach of rules relating to complaints.


    In fact it is worth checking if this has EVER been logged as a complaint.


    If the OP thought it was resolved, and had assurances that it was (as their letter suggests) then I would strongly challenge the ombudsmen on these grounds.


    Regarding the actual substance of the complaint this is very similar to a crossed metering query. If there was only one supply and exoserve or ECOES (the national databases for gas and electricity) show more than one supply then this needs to investigate.


    I suppose it is possible that the other supplier had the MSN or MPAN...


    It is complicated by the fact the OP doesn't live there, though whomever believes they supply this address should make efforts to contact the current occupant to ensure they are not impacted by this confusion.


    Given the doubt as to who the actual supplier is ANY debt should be marked as disputed. Given the uncertainty I would check my credit file and report ANY negative mark from Npower to the information commissioner.


    If the Ombudsmen avenue isn't available there is always social media of the newspapers, their consumer folk seem to have a good success rate with power suppliers.
    Mixed Martial Arts is the greatest sport known to mankind and anyone who says it is 'a bar room brawl' has never trained in it and has no idea what they are talking about.
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