NPower ongoing problems & escalating!

cat.hug

Hi everyone, I've been a member of MSE website for 6 years but have never posted in the forums until now; so please bear with me if I don't get this quite right. I'm really needing advice as my problems with NPower are driving me to distraction (and depression). It started last year with a letter saying due to billing issues, they were effectively writing off any bills older than 12 months. I waited and waited for the bill to come and then got a paper bll for £55.00, which I paid 11 days later in full Nov 28 2015. then in January, I got a demand for an 'outstanding debt for an unpaid bill of £1,500'. This was early in January. I wrote a letter to customer services, sending a copy of the letter stating the debts prior to 12 months were being written off and told them as Id paid a bill in £55.00 only just over a month ago, would they pllease clarify where this sum of £1500 was coming from? The first of my letters was returned to me stating 'addressee gone away.' I sent the letter a 2nd time reiterating what my concerns were. In March, I received a letter of apology and a promise of £190 to compensate for poor customer services and assurances that the billing delays would be resolved soon and Id receive my bill soon. the cheque arrived at the end of March which suprised me. However, still no answer to my initial query until April. The next thing that happened was a letter demanding I pay the sum £5,500 for an unpaid bill (an increase of over £4,000 to the demand from Feb). A few days later, another letter arrived saying I owed £6,100. That was on April 17. Then today, I received a further letter from a company which I believe is a fictional one (CWS) on behalf of NPower, for a sum slightly higher than the previous £6,100, threatening legal action against me and to enter my home to put in a pre-payment meter. I am registered disabled, which NPower know and I cannot have a pre-pay meter as I have medical equipment that needs an uninterrupted electrical supply. I can't change to another supplier whilst NPower insist I owe them thousands and the sum they allege I owe seems to be increasing exponentially. Im at my wits end and now theyre saying my info has been recorded with this collection agency. Despite all the adverse publicity about NPower, and their assurances to improve, I can categorically state that I am not seeing any improvement, but in fact the exact opposite. Ive sent numerous letters now and it seems like the left hand has no idea what the right is doing. Nowhere on any of these demands for my 'unpaid bills' is there any explanation or justification for how theyve arrived at the figures they have. ie no usage of energy units listed etc, just increasing demands and threats that make no sense at all. I have gas central heating and a condensor boiler for water (gas), energy saving lightbulbs and even a gas hob. Ive lived in the property for 18 years and have never used anywhere near £1,500 in electric in as little as a few weeks, never mind £6,100. I dare not answer my phone as there are constant calls with no messages left, just a robot voice saying to call whatever number. These calls happen day and eve, weekdays and weekends. Im at my wits end. I have just sent a complaint using the Resolver tool, but frankly, don't hold much hope of ever being free from Npower and their terrible service. Any advice? Is anyone else having these problems still? thanks for your patience with my long message and apologies if Ive not followed proper protocols. Thank you in advance.

[Deleted User]

I would wholeheartedly suggest you get in touch with your local Citizens Advice Bureau for help.

nPower

cat.hug wrote: »

Hi everyone, I've been a member of MSE website for 6 years but have never posted in the forums until now; so please bear with me if I don't get this quite right. I'm really needing advice as my problems with NPower are driving me to distraction (and depression). It started last year with a letter saying due to billing issues, they were effectively writing off any bills older than 12 months. I waited and waited for the bill to come and then got a paper bll for £55.00, which I paid 11 days later in full Nov 28 2015. then in January, I got a demand for an 'outstanding debt for an unpaid bill of £1,500'. This was early in January. I wrote a letter to customer services, sending a copy of the letter stating the debts prior to 12 months were being written off and told them as Id paid a bill in £55.00 only just over a month ago, would they pllease clarify where this sum of £1500 was coming from? The first of my letters was returned to me stating 'addressee gone away.' I sent the letter a 2nd time reiterating what my concerns were. In March, I received a letter of apology and a promise of £190 to compensate for poor customer services and assurances that the billing delays would be resolved soon and Id receive my bill soon. the cheque arrived at the end of March which suprised me. However, still no answer to my initial query until April. The next thing that happened was a letter demanding I pay the sum £5,500 for an unpaid bill (an increase of over £4,000 to the demand from Feb). A few days later, another letter arrived saying I owed £6,100. That was on April 17. Then today, I received a further letter from a company which I believe is a fictional one (CWS) on behalf of NPower, for a sum slightly higher than the previous £6,100, threatening legal action against me and to enter my home to put in a pre-payment meter. I am registered disabled, which NPower know and I cannot have a pre-pay meter as I have medical equipment that needs an uninterrupted electrical supply. I can't change to another supplier whilst NPower insist I owe them thousands and the sum they allege I owe seems to be increasing exponentially. Im at my wits end and now theyre saying my info has been recorded with this collection agency. Despite all the adverse publicity about NPower, and their assurances to improve, I can categorically state that I am not seeing any improvement, but in fact the exact opposite. Ive sent numerous letters now and it seems like the left hand has no idea what the right is doing. Nowhere on any of these demands for my 'unpaid bills' is there any explanation or justification for how theyve arrived at the figures they have. ie no usage of energy units listed etc, just increasing demands and threats that make no sense at all. I have gas central heating and a condensor boiler for water (gas), energy saving lightbulbs and even a gas hob. Ive lived in the property for 18 years and have never used anywhere near £1,500 in electric in as little as a few weeks, never mind £6,100. I dare not answer my phone as there are constant calls with no messages left, just a robot voice saying to call whatever number. These calls happen day and eve, weekdays and weekends. Im at my wits end. I have just sent a complaint using the Resolver tool, but frankly, don't hold much hope of ever being free from Npower and their terrible service. Any advice? Is anyone else having these problems still? thanks for your patience with my long message and apologies if Ive not followed proper protocols. Thank you in advance.

Hi cat.hug

Thanks for your post.

I'm sad to learn you're experiencing issues regarding the billing of your account, it sounds like it's been ongoing for quite a while.

Our social media team will e more than happy to investigate this further for you if you can please provide us with your account details and up to date meter readings, using the contact details on our profile page. Please mark the email as MSE in the subject header, so we know where to refer back to. We'll find out why the balance has fluctuated and increased, and see if you're eligible for a reduction under the Energy UK Code of Practice.

Kind regards

Jess