Npower holding on to owed money!

koo84

Hi,


I'm desperate for some advice for my cousin. 5 months ago she learned Npower owed her £1400. She contacted them and they said that with it being such a large amount of money they needed to investigate that the amount was correct. She contacted them again and they said they had 56 days to finish the investigation. 56 days passed and they had still not finished the investigation. she carried on contacting them stating that she was going to complain to the ombudsmen. Npower advised her not to do this as it would double the time she had to wait. She held off. She then threatened them with legal advice and low and behold they contacted her the same day to tell her they had finished the investigation and she was actually owed £569 and they would send the money within 5 days. After not receiving the money she rang to be told she was owed £1200 and it would be in her bank within a few days. Still no money. She rang again only to be told a cheque had been sent out for £470, she questioned why this amount and they stated she was only owed the original £569 and they had sent part cheque and £70 or something would go into her bank. she complained that another representative had told her she would be getting £1200, which they said they could see on the system but had no idea where the rep got this figure from. She told Npower she was going to seek legal advice or complain to the ombudsmen at which point she was strongly advised again not to do as it would drag the process out and offered her the original refund + a good will gesture to take the total up to £900. They said she would receive the cheque which had already been sent out and they would put the rest in her bank. Today she received a letter to state the refund and the cheque had been cancelled. She rang back to be told they had indeed cancelled the cheque and refund (however nobody knows why). She has waited over 5 months for this money and has not sought out any advice due to Npower basically scaremongering her not to. Surely this is not right (and illegal in some way), she is a mother of 5 children and this money is rightfully theirs, however much they might owe her. Please help

teddysmum

Has she contacted the Executive Complaints department, rather than general call centre people ?


I've always contacted it by email and found it very helpful.

footyguy

koo84 wrote: »

Hi,


I'm desperate for some advice for my cousin. 5 months ago she learned Npower owed her £1400. She contacted them and they said that with it being such a large amount of money they needed to investigate that the amount was correct. She contacted them again and they said they had 56 days to finish the investigation. 56 days passed and they had still not finished the investigation. she carried on contacting them stating that she was going to complain to the ombudsmen. Npower advised her not to do this as it would double the time she had to wait. She held off. She then threatened them with legal advice and low and behold they contacted her the same day to tell her they had finished the investigation and she was actually owed £569 and they would send the money within 5 days. After not receiving the money she rang to be told she was owed £1200 and it would be in her bank within a few days. Still no money. She rang again only to be told a cheque had been sent out for £470, she questioned why this amount and they stated she was only owed the original £569 and they had sent part cheque and £70 or something would go into her bank. she complained that another representative had told her she would be getting £1200, which they said they could see on the system but had no idea where the rep got this figure from. She told Npower she was going to seek legal advice or complain to the ombudsmen at which point she was strongly advised again not to do as it would drag the process out and offered her the original refund + a good will gesture to take the total up to £900. They said she would receive the cheque which had already been sent out and they would put the rest in her bank. Today she received a letter to state the refund and the cheque had been cancelled. She rang back to be told they had indeed cancelled the cheque and refund (however nobody knows why). She has waited over 5 months for this money and has not sought out any advice due to Npower basically scaremongering her not to. Surely this is not right (and illegal in some way), she is a mother of 5 children and this money is rightfully theirs, however much they might owe her. Please help

I would advise that she follows the nPower complaint procedure, escalating the matter to the ombudsman without further dealy, and enclosing supporting evidence of the allegations you have made here.

nPower

koo84 wrote: »

Hi,


I'm desperate for some advice for my cousin. 5 months ago she learned Npower owed her £1400. She contacted them and they said that with it being such a large amount of money they needed to investigate that the amount was correct. She contacted them again and they said they had 56 days to finish the investigation. 56 days passed and they had still not finished the investigation. she carried on contacting them stating that she was going to complain to the ombudsmen. Npower advised her not to do this as it would double the time she had to wait. She held off. She then threatened them with legal advice and low and behold they contacted her the same day to tell her they had finished the investigation and she was actually owed £569 and they would send the money within 5 days. After not receiving the money she rang to be told she was owed £1200 and it would be in her bank within a few days. Still no money. She rang again only to be told a cheque had been sent out for £470, she questioned why this amount and they stated she was only owed the original £569 and they had sent part cheque and £70 or something would go into her bank. she complained that another representative had told her she would be getting £1200, which they said they could see on the system but had no idea where the rep got this figure from. She told Npower she was going to seek legal advice or complain to the ombudsmen at which point she was strongly advised again not to do as it would drag the process out and offered her the original refund + a good will gesture to take the total up to £900. They said she would receive the cheque which had already been sent out and they would put the rest in her bank. Today she received a letter to state the refund and the cheque had been cancelled. She rang back to be told they had indeed cancelled the cheque and refund (however nobody knows why). She has waited over 5 months for this money and has not sought out any advice due to Npower basically scaremongering her not to. Surely this is not right (and illegal in some way), she is a mother of 5 children and this money is rightfully theirs, however much they might owe her. Please help

Hello koo84

Thank you for your post.

Please can you (or your cousin if you aren't authorised to discuss their account) email the address shown in our signature so we can look into this for them?

Thanks

Beth