Npower hell

nPower

annaxb123 wrote: »

Hi all

Are you ready for this?!!

I've had a troubled relationship with our favorite supplier for the past 4 years but it appears to have reached an impasse now.

I moved into a property in July 2014 and left in November 2015.

To cut a long, long story short, I have never received a correct bill from them. Ever.

I have received bills via post (old fashioned) and paid them quarterly on time. Every now and then I would receive a notification of bill reversal and a lovely new larger bill to pay!

My account was put on hold a few times due to meter issues (I was never contacted regarding this so had to reach out to them every time) which resulted in quarterly bills being sent sometimes a few months late.

Paid on receipt of course.

I received my final bill in December and paid it on time to settle the account.

I have now received recalculated bills from July 14>Nov 15 and now owe them more money!! Great!

An example of their correct re billing: -

Bill rec 28.08 for energy supplied 25.07-24.08.14
£22.54

Received a new bill for this yesterday :-

Amended energy bill from 25.07-01.11.14
You are in credit by £879.16 (!!)
E&G used £230.33

How your bill adds up:-

Amount left to pay from your previous bill £0.00
Total cost of energy used £230.33
Cancelled bill on 19th Feb 15 to be taken off amount to pay £291.73
Cancelled bill on 19th Feb 15 to be taken off amount to pay £186.16
Cancelled bill on 2nd July 15 to be taken off amount left to pay £59.81
Cancelled bill on 2nd July 15 to be taken off amount left to pay £267.36
Cancelled bill on 27th August to be taken off amount left to pay £62.30
Cancelled bill on 6th Jan to be taken off amount left to pay £242.13
You are in credit by £879.16

So that's great!

After sifting through the rest of the 'amended' bills sent to me they have decided that my "final" amended energy bill is £287.73. This is amended from 13.05.15-24.11.15.

I phoned them yesterday and again this morning. My call was eventually escalated to an utter div who did not offer any sort of apology or explanation of what has been going on with this account.

I advised him that if he could not offer any compensation or provide a satisfactory apology or explanation that I will complain to the ombudsman. Guess what! That's where we're headed now!

What I think has been happening... think... they have read my meter readings incorrectly. I sent them readings every month via their mobile app. When I try to access these they no longer exist as my account has been closed. I can still get these from the bills they sent out thankfully.

I have now requested all the recordings and details from calls, online chats & notes on my account to be sent to me. Hopefully this won't take too long (!!).

Any similar experiences to mine out there? I have submitted my complaint to the ombudsman and am awaiting a response now.

I very nearly lost it with their customer care team earlier. Absolutely infuriating.

Hi annaxb123

Thank you for your post.

I'm sorry to learn that you've had several billing issues during your time with us, especially since you've been sending us regular meter readings.

I'll be more than happy to investigate this further if you can get in touch with us using the contact details on our profile page. Please mark it as MSE in the subject header so we know where to refer back to. I'll make sure your bills are correct and that you've not paid any extra for energy used more than 12 months ago that we've already charged you for, in accordance with the Energy UK Code of Practice.

Kind regards

Jess