N Power confusion

Griff65

Can any one help? I have been with N Power for 2 years. We are on an economy 7 tariff but our night time reading has never changed. We have told N Power about this so many times I have lost count. Also: one month we are told our account is in credit by over £2000 and then it is in debit by over £4000. I made a complaint and was told that I had to ask for my meter to be changed. So, I have been charged at a higher rate for my day time electricity even though I have provided numerous meter readings that show the night time reading has not changed.
To make matters worse I was threatened with a debt recovery agency becoming involved and so agreed to have a pre payment meter fitted on 1.6.16 - no one came and again N Power have not phoned back when they said they would and have not responded to my complaint that I made to one of their telephone advisers.
My main question is - was it up to me to ask for a new meter to be fitted and how was I to know that it was my responsibility to do so?

Ectophile

If it's been over 8 weeks since your initial complaint, and they haven't resolved the problem, then you can pursue your complaint with the energy services ombudsman https://www.ombudsman-services.org/energy.html

The meter is npower's responsibility - if they want it changed, that's up to them to arrange. You've already reported that there's a problem.

nPower

Griff65 wrote: »

Can any one help? I have been with N Power for 2 years. We are on an economy 7 tariff but our night time reading has never changed. We have told N Power about this so many times I have lost count. Also: one month we are told our account is in credit by over £2000 and then it is in debit by over £4000. I made a complaint and was told that I had to ask for my meter to be changed. So, I have been charged at a higher rate for my day time electricity even though I have provided numerous meter readings that show the night time reading has not changed.
To make matters worse I was threatened with a debt recovery agency becoming involved and so agreed to have a pre payment meter fitted on 1.6.16 - no one came and again N Power have not phoned back when they said they would and have not responded to my complaint that I made to one of their telephone advisers.
My main question is - was it up to me to ask for a new meter to be fitted and how was I to know that it was my responsibility to do so?

Hello Griff65

Thank you for your post.

Please can you email some more information to the address shown on our profile page? I'd like to look into this for you.

Thanks

Beth

Griff65

I can't find your email address ?

Ectophile

Griff65 wrote: »

I can't find your email address ?

Click on the poster's name (nPower company representative) above their post, then select "View public profile". It's on there.

Griff65

Thanks, I have done that but can't see an email address. If you can could you send it to me ?

Smodlet

From Beth@npower's public profile:

Signature
“Official Company Representative"
I am the official company representative of nPower. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
If we ask you to contact us, please do so using helpandsupport@npower.com - MSE Forum has temporarily allowed the display of our contact details in our signature due to a technical issue with our profile