Quick! NPower rep! Come and make false promises about how NPower isn't rubbish

Lone_Northern_Lass

NPower drive me so potty I cannot be bothered to hide my frustration at all when I email them, as in the email I've just sent to them which is copied and pasted (with anonymisation) below. When I posted a few months ago about how vastly much better the customer service from Sainsburys Energy is, somebody replied saying that one swallow doesn't make a summer. However, Sainsburys Energy have continued to give me excellent customer service which has included a fair amount of sorting out the utter mess NPower had made of my energy billing situation. Hey ho.



Dear NPower,

I know that you have difficulty achieving even basic competency in customer service, so I will try to explain my problem in the simplest terms possible.

In 2014 I moved house.

Before summer 2014, I lived at [Rented Flat Address].

From late 2014 onwards, I have lived at [Bought House Address].

You have completely and utterly messed up my billing at [Bought House Address] for over a year but given that I've moved supplier and am free of your idiocy I cannot be bothered arguing with you about that. Hence, this email is not about [Bought House Address], it is about [Rented Flat Address].

On 22 September 2014, you sent me a final statement for [Rented Flat Address]. The account number was 130******. The final statement stated that a final payment would be taken from my bank account on 27 October 2014.

Strangely enough, given you'd sent me a final statement and I'd stopped living at [Rented Flat Address], I have been working on the belief that I no longer pay for the energy supply at [Rented Flat Address].

From October 2015, you have been sending me payment requests with the account number 179****** on them demanding that I pay £100.06 outstanding balance on the account for [Rented Flat Address].

Please explain to me why you are demanding payments for the energy supply to [Rented Flat Address] a year after sending me my final statement because I had moved out of [Rented Flat Address]? Bonus points if you can tell me why you demanding payments relating to an account number which wasn't the number of the customer account I had when I was living at [Rented Flat Address] and did need to pay you for my energy supply there.

I have come to the conclusion that anybody working at NPower is likely either to be desperate in terms of the options they have for making a living or to be a deeply unpleasant money-grubber. Apologies if the person reading this is the former - my sincere condolences to you. Hopefully, NPower will continue to be such an appalling company that the combination of customers leaving the company and ombudsman fines will mean NPower goes bust and you can legitimately claim benefits while searching for slightly less soul-destroying employment.

Summary for the hard-of-understanding: Since October 2015, NPower has been sending me demands for payment of £100.06 relating to a customer account number 179******. You are demanding this payment in return for supply of energy to a property ([Rented Flat Address]) at a time when I was not living there and had no responsibility for paying for the energy supply to that property. You have also passed my details on to a debt collection agency.

Please try to get a clue or go bust in the near future. I will be very happily re-posting this email to cosumer websites.

Yours in immense frustration,

Lone Northern Lass

nPower

Lone_Northern_Lass wrote: »

NPower drive me so potty I cannot be bothered to hide my frustration at all when I email them, as in the email I've just sent to them which is copied and pasted (with anonymisation) below. When I posted a few months ago about how vastly much better the customer service from Sainsburys Energy is, somebody replied saying that one swallow doesn't make a summer. However, Sainsburys Energy have continued to give me excellent customer service which has included a fair amount of sorting out the utter mess NPower had made of my energy billing situation. Hey ho.



Dear NPower,

I know that you have difficulty achieving even basic competency in customer service, so I will try to explain my problem in the simplest terms possible.

In 2014 I moved house.

Before summer 2014, I lived at [Rented Flat Address].

From late 2014 onwards, I have lived at [Bought House Address].

You have completely and utterly messed up my billing at [Bought House Address] for over a year but given that I've moved supplier and am free of your idiocy I cannot be bothered arguing with you about that. Hence, this email is not about [Bought House Address], it is about [Rented Flat Address].

On 22 September 2014, you sent me a final statement for [Rented Flat Address]. The account number was 130******. The final statement stated that a final payment would be taken from my bank account on 27 October 2014.

Strangely enough, given you'd sent me a final statement and I'd stopped living at [Rented Flat Address], I have been working on the belief that I no longer pay for the energy supply at [Rented Flat Address].

From October 2015, you have been sending me payment requests with the account number 179****** on them demanding that I pay £100.06 outstanding balance on the account for [Rented Flat Address].

Please explain to me why you are demanding payments for the energy supply to [Rented Flat Address] a year after sending me my final statement because I had moved out of [Rented Flat Address]? Bonus points if you can tell me why you demanding payments relating to an account number which wasn't the number of the customer account I had when I was living at [Rented Flat Address] and did need to pay you for my energy supply there.

I have come to the conclusion that anybody working at NPower is likely either to be desperate in terms of the options they have for making a living or to be a deeply unpleasant money-grubber. Apologies if the person reading this is the former - my sincere condolences to you. Hopefully, NPower will continue to be such an appalling company that the combination of customers leaving the company and ombudsman fines will mean NPower goes bust and you can legitimately claim benefits while searching for slightly less soul-destroying employment.

Summary for the hard-of-understanding: Since October 2015, NPower has been sending me demands for payment of £100.06 relating to a customer account number 179******. You are demanding this payment in return for supply of energy to a property ([Rented Flat Address]) at a time when I was not living there and had no responsibility for paying for the energy supply to that property. You have also passed my details on to a debt collection agency.

Please try to get a clue or go bust in the near future. I will be very happily re-posting this email to cosumer websites.

Yours in immense frustration,

Lone Northern Lass

Hi Lone Northern Lass

Thanks for your post.

Under the Energy UK Code of Practice for Accurate Billing, we shouldn't charge you any extra for energy used more than 12 months ago that we've not already charged you for. We've also amended this for customers who've left supply or moved home down to 6 months.

If you can please contact us using the details on our profile page, giving your account details/addresses, I'm more than happy to investigate this for you. Please mark the email as "MSE" in the subject header so we know where to refer back to.

Kind regards

Jess

tomtontom

Lone_Northern_Lass wrote: »

NPower drive me so potty I cannot be bothered to hide my frustration at all when I email them, as in the email I've just sent to them which is copied and pasted (with anonymisation) below. When I posted a few months ago about how vastly much better the customer service from Sainsburys Energy is, somebody replied saying that one swallow doesn't make a summer. However, Sainsburys Energy have continued to give me excellent customer service which has included a fair amount of sorting out the utter mess NPower had made of my energy billing situation. Hey ho.



Dear NPower,

I know that you have difficulty achieving even basic competency in customer service, so I will try to explain my problem in the simplest terms possible.

In 2014 I moved house.

Before summer 2014, I lived at [Rented Flat Address].

From late 2014 onwards, I have lived at [Bought House Address].

You have completely and utterly messed up my billing at [Bought House Address] for over a year but given that I've moved supplier and am free of your idiocy I cannot be bothered arguing with you about that. Hence, this email is not about [Bought House Address], it is about [Rented Flat Address].

On 22 September 2014, you sent me a final statement for [Rented Flat Address]. The account number was 130******. The final statement stated that a final payment would be taken from my bank account on 27 October 2014.

Strangely enough, given you'd sent me a final statement and I'd stopped living at [Rented Flat Address], I have been working on the belief that I no longer pay for the energy supply at [Rented Flat Address].

From October 2015, you have been sending me payment requests with the account number 179****** on them demanding that I pay £100.06 outstanding balance on the account for [Rented Flat Address].

Please explain to me why you are demanding payments for the energy supply to [Rented Flat Address] a year after sending me my final statement because I had moved out of [Rented Flat Address]? Bonus points if you can tell me why you demanding payments relating to an account number which wasn't the number of the customer account I had when I was living at [Rented Flat Address] and did need to pay you for my energy supply there.

I have come to the conclusion that anybody working at NPower is likely either to be desperate in terms of the options they have for making a living or to be a deeply unpleasant money-grubber. Apologies if the person reading this is the former - my sincere condolences to you. Hopefully, NPower will continue to be such an appalling company that the combination of customers leaving the company and ombudsman fines will mean NPower goes bust and you can legitimately claim benefits while searching for slightly less soul-destroying employment.

Summary for the hard-of-understanding: Since October 2015, NPower has been sending me demands for payment of £100.06 relating to a customer account number 179******. You are demanding this payment in return for supply of energy to a property ([Rented Flat Address]) at a time when I was not living there and had no responsibility for paying for the energy supply to that property. You have also passed my details on to a debt collection agency.

Please try to get a clue or go bust in the near future. I will be very happily re-posting this email to cosumer websites.

Yours in immense frustration,

Lone Northern Lass

What a horribly rude letter. There is no excuse for making personal attacks about NPower staff. I can't imagine they'll be sad to lose you as a customer.

enekomh

I currently have an on-going case with ombudsman about my wrong bills from Npower. If they work as efficiently in every case as they are on mine, I can assure you that Npower are not getting too many fines from them.

tykesi

Not really a surprise she's a 'lone' lass if that letter is anything to go by!

phillw

enekomh wrote: »

I currently have an on-going case with ombudsman about my wrong bills from Npower. If they work as efficiently in every case as they are on mine, I can assure you that Npower are not getting too many fines from them.

My bills never made any sense. What npower said I owed and what the online statement said I owed was always out by a fixed amount every month. When I left them I noticed they had put through adjustments until the numbers matched. The person doing it couldn't add up, so the adjustments went in both directions until they finally hit the target.

When I went back and then left again the balances were the same and I appeared to be in credit (which made sense as my DD was very high compared to my previous supplier). Somehow in the 12 months it took them to send me my final bill I had more adjustments added and then I owed them money. None of the values make any sense, but I can't get my head round it. I had less hassle when I was with British Gas.

I don't know if I'm one of the people in line to get compensation, if I'm not then I'm not well enough to fight it right now.