Npower ignoring request to reissue cheque

Legacy_user

I'm hoping someone may be able to help me with this, as npower have been completely unhelpful!

I received a cheque a few months ago now from npower, but it was in my maiden name. This has happened before and I updated them with my married name, but clearly they didn't update their system. I should mention that I'm no longer with npower, and haven't been for quite a few years.

I called the contact centre to get the cheque reissued, and was told it was all fine - they'd get an updated cheque sent out to me. 3 weeks later nothing had come through, so I called again. Npower have updated their systems since I was a customer, and my old account number is no longer recognised by the system used by the call centre staff. Although this has caused a few difficulties on previous calls, they've always been able to find me eventually. This time they said they couldn't find me on the system at all.

I was advised to email npower at 'helpline@npower.com', which I did. I gave them all the information I possibly could (name, address supplied, correspondence address, account number, cheque number and CRN). I got an automated message to say they'd get back to me within 7 working days.

11 working days later I'd received no response, so emailed again to chase it. Another 7 working days later, I've still had nothing back from them.

At this point, I'm really at a loss for what to do next. I don't have time to keep calling and then waiting half an hour while the staff at the centre try (and fail) to find me on their system. I was explicitly told by the call centre staff to email, and yet I've had no response from them in this format either.

Is there any other way I can contact them? Is there an npower representative who posts on the forums that might be able to help me? I suppose the next step would be a proper letter, but I thought it would be worth checking on here first in case anyone has a secret method of contact that the company actually replies to!

jackathy

Stab in the dark here but are you with the same bank that you were with before you changed your name? If so it might be worth speaking to them, just did a quick google and people seemed to have done this by bringing in a name change document etc?

nPower

x-caitlin-x wrote: »

I'm hoping someone may be able to help me with this, as npower have been completely unhelpful!

I received a cheque a few months ago now from npower, but it was in my maiden name. This has happened before and I updated them with my married name, but clearly they didn't update their system. I should mention that I'm no longer with npower, and haven't been for quite a few years.

I called the contact centre to get the cheque reissued, and was told it was all fine - they'd get an updated cheque sent out to me. 3 weeks later nothing had come through, so I called again. Npower have updated their systems since I was a customer, and my old account number is no longer recognised by the system used by the call centre staff. Although this has caused a few difficulties on previous calls, they've always been able to find me eventually. This time they said they couldn't find me on the system at all.

I was advised to email npower at 'helpline@npower.com', which I did. I gave them all the information I possibly could (name, address supplied, correspondence address, account number, cheque number and CRN). I got an automated message to say they'd get back to me within 7 working days.

11 working days later I'd received no response, so emailed again to chase it. Another 7 working days later, I've still had nothing back from them.

At this point, I'm really at a loss for what to do next. I don't have time to keep calling and then waiting half an hour while the staff at the centre try (and fail) to find me on their system. I was explicitly told by the call centre staff to email, and yet I've had no response from them in this format either.

Is there any other way I can contact them? Is there an npower representative who posts on the forums that might be able to help me? I suppose the next step would be a proper letter, but I thought it would be worth checking on here first in case anyone has a secret method of contact that the company actually replies to!

Hello x-caitlin-x

Thank you for your post.

Please can you send me an email with your account number, to the address shown on our profile page? I'd like to chase up where this reissued cheque has gone to, and see about speeding it up or sending the monies a different way.

Thanks

Beth

Enterprise_1701C

I have paid cheques in under my maiden name, my father always insisted on using it even though I was married 25 years plus last time he sent me a cheque. I simply take in my birth certificate and marriage certificate and they take it quite happily.

Kitchen_Sink

x-caitlin-x wrote: »

I'm hoping someone may be able to help me with this, as npower have been completely unhelpful!

I received a cheque a few months ago now from npower, but it was in my maiden name. This has happened before and I updated them with my married name, but clearly they didn't update their system. I should mention that I'm no longer with npower, and haven't been for quite a few years.

I called the contact centre to get the cheque reissued, and was told it was all fine - they'd get an updated cheque sent out to me. 3 weeks later nothing had come through, so I called again. Npower have updated their systems since I was a customer, and my old account number is no longer recognised by the system used by the call centre staff. Although this has caused a few difficulties on previous calls, they've always been able to find me eventually. This time they said they couldn't find me on the system at all.

I was advised to email npower at 'helpline@npower.com', which I did. I gave them all the information I possibly could (name, address supplied, correspondence address, account number, cheque number and CRN). I got an automated message to say they'd get back to me within 7 working days.

11 working days later I'd received no response, so emailed again to chase it. Another 7 working days later, I've still had nothing back from them.

At this point, I'm really at a loss for what to do next. I don't have time to keep calling and then waiting half an hour while the staff at the centre try (and fail) to find me on their system. I was explicitly told by the call centre staff to email, and yet I've had no response from them in this format either.

Is there any other way I can contact them? Is there an npower representative who posts on the forums that might be able to help me? I suppose the next step would be a proper letter, but I thought it would be worth checking on here first in case anyone has a secret method of contact that the company actually replies to!

I see that Beth from nPower has already invited you to contact her, which would appear to be your preferred method.
But for the sake of completeness, here are the other alternatives
https://www.npower.com/home/help-and-support/contact-us/

teddysmum

Has your bank actually refused the cheque ?


I haven't cashed a cheque for years but seem to remember that you could pay a cheque into your account, provided that the payee signed it on the back. ( I believe it had to be uncrossed, though as crossing said 'pay payee only'.)

System

Thanks for all the replies. Beth, I'll send you a PM with my details now.

I haven't tried to cash the cheque; last time this happened I was with a different bank and they refused to take it (even though I had my marriage certificate with me), so didn't bother this time - I just assumed it would be the same thing again. Sadly, I'm with a completely different bank to the one I was with before I was married! Worth a try as a last resort though; thanks.

System

Sorry Beth; I just realised your post said to email rather than PM. I've done that instead, to the email address on the profile page.

System

This is getting ridiculous now. I've received a letter from nPower saying that they can't locate my address on their system and asking for my account number. Of course they can't locate my address - I was a customer of theirs under a different address. I've already given my account number, and explained that it's from an older system and so won't be found on their current system. I have given nPower every single piece of information I have: my customer name, address supplied, current correspondence address, account number, cheque number and credit note reference.

And finally, the letter says, "I understand that you would like the cheque in your new address" when that is absolutely not the key problem. The key issue is that I need the cheque in my married name rather than my maiden name; the address is really a sidenote as I still have access to the correspondence address they currently have on file.

I really do feel that I'm being given the run-around deliberately now, and don't know what else I can do. I have sent another email, and my next step will have to be a physical letter, although I don't see how much good that will do!

Kitchen_Sink

x-caitlin-x wrote: »

This is getting ridiculous now. I've received a letter from nPower saying that they can't locate my address on their system and asking for my account number. Of course they can't locate my address - I was a customer of theirs under a different address. I've already given my account number, and explained that it's from an older system and so won't be found on their current system. I have given nPower every single piece of information I have: my customer name, address supplied, current correspondence address, account number, cheque number and credit note reference.

And finally, the letter says, "I understand that you would like the cheque in your new address" when that is absolutely not the key problem. The key issue is that I need the cheque in my married name rather than my maiden name; the address is really a sidenote as I still have access to the correspondence address they currently have on file.

I really do feel that I'm being given the run-around deliberately now, and don't know what else I can do. I have sent another email, and my next step will have to be a physical letter, although I don't see how much good that will do!

So do I take it you have not had any response from Beth to the email you sent 10 days ago???

Beth...any comment???
(perhaps Beth will deny having received it? Or suggests she has replied and you have not received it. that is an issue with email)

I would suggest you follow the alternative I gave you in post#5 above.
You may feel you have already commenced this process, in which case carry on as specified in that procedure ...

teddysmum

Email Executive Complaints and ask for someone to call you.