Npower refund claim back

sylvain.flo

I leave in a flat for nearly 3 years and we used Npower for Gaz & Electricty and paid on Direct Debit £90.00 a month. The flat was shared by 3 persons and the usage was low. I left the property at the end of November and send the meter reading in order to get my final bill and possibly a refund.


I found out that I am due to get a refund of nearly £2000 and I should received the money within ten days. This is stated on my account website and also confirmed over the phone by an npower employee.My final bill is still not available on their website( "experiencing delays") and I never received the money. It has been more than a month now.


Any advice would be much appreciated,


thanks in advance,


Sylvain


Npower is telling me that the final bill has to be calculated manually has an error is showing in their system and they cannot proceed to a refund unless the final bill is provided.

naedanger

sylvain.flo wrote: »

I leave in a flat for nearly 3 years and we used Npower for Gaz & Electricty and paid on Direct Debit £90.00 a month. The flat was shared by 3 persons and the usage was low. I left the property at the end of November and send the meter reading in order to get my final bill and possibly a refund.


I found out that I am due to get a refund of nearly £2000 and I should received the money within ten days. This is stated on my account website and also confirmed over the phone by an npower employee.My final bill is still not available on their website( "experiencing delays") and I never received the money. It has been more than a month now.


Any advice would be much appreciated,


thanks in advance,


Sylvain


Npower is telling me that the final bill has to be calculated manually has an error is showing in their system and they cannot proceed to a refund unless the final bill is provided.

Npower has made a complete and utter mess of some of their customers' billing.

I suspect your account is not really in credit by c. £2,000. What I think is more likely is that your account has been credited by all your payments but it is not yet showing the deductions for energy used (for a considerable period of time).

I suggest you send npower an email (to complaints@npower.com and copy in executive.complaints@npower.com) headed "complaint" and demanding that they send a clear final bill. Demand a copy of their complaint procedure and follow that. In any event if the matter has not been resolved to your complete satisfaction after 8 weeks, then take your complaint to the energy ombudsman. (Npower's complaint policy should explain the ombudsman's role, and when and how they can be contacted.)

I suggest you also put in writing (in your email) the date you closed your account with them.

Also in your email demand that they respond in writing so that you have evidence of what they say. (If they call, or ask you to call them, refuse and state, in another email, you require them to respond in writing so that you have a record of what they say.)

I doubt the matter will be resolved quickly.

sylvain.flo

thank you very much for your quick reply. I have send a email and fill up the complaint form via their website.

teddysmum

The executive complaints is the best email address to use.


I had to contact them when I had an apparent credit of over £600, which I knew was not correct.


In fact the credit was only just over £100 with the rest being the result of not including gas in my latest bill.