Have gone to Ombudsman about Npower. HELP!! :(

whatajoke2016

What do i do now? Ombudsman have given an outcome that does not marry up to what Ofgem promised.

April 2014 - My bill is mistakenly increased from standing order of £57 up to £198. Upon a phone call, the employee in billing admits to over estimation and says will rectify by 5pm. I call at 8pm and no rectification has occurred or any notes on file. I cancel direct debit as it is the wrong bill coming out. 1 bed flat.

May 2014 - January 2015 - Telephone calls to Npower attempting to sort out issue. No success - Very busy at work.

December 2014 - First written letter about issues. Replies received about aiming to rectify billing issue ASAP. Instead someone comes to fit prepayment meter with £1700 debt on the account. £30 does me for 3 weeks on this prepayment meter so £19 NET of debt taken each time I top up £30.

Jan 2016 - Write to Energy Ombudsman. Back and forth from N power to Ombudsman. Ofgem release statement saying anybody's complaint that takes longer than 28 days to resolve will receive free energy and debt written off. Claims of usage are wildly inaccurate for someone who is home not much of the time. Meters confirm this. They even insist I used more gas in the summer months than in winter in 2014. Yet I was weight cutting for a fight and hardly eating much in that time and hardly cook actual food as sad as that sounds for a 26 year old.

July 2016 - Ombudsman have given an outcome that Npower will amend bill to to be a small decrease. This has affected my credit file as I cancelled he payments. I am not going to pay a bill that is wrong. You wouldn't pay it at a restaurant if two steaks were showing.

Should i now write to Ofgem about the Ombudsman's failure to enforce what Ofgem have instated? I have been paying debt amounts to Npower that I never owed PLUS my own usage. I pay all my bills on time for internet, water, phone,

System

Hi. Ofgem will not take on specific complaints from customers; however, there is no harm in contacting them with broad details of your case. You can e-mail them at consumeraffairs@ofgem.gov.uk

You can of course raise a complaint against The Ombudsman. Your issues will then be reviewed again. Details here:

http://www.financial-ombudsman.org.uk/faq/answers/complaints_a12.html

whatajoke2016

Thank you Hengus.

My complaint arises out of the issue taking more than 6 months to sort out and Ofgem already said here:

https://www.ofgem.gov.uk/publications-and-updates/ofgem-secures-free-energy-npower-customers-late-resolution-ombudsman-decisions

teddysmum

If anyone else has a dd which is far to high or low , I'd advise emailing the Executive Complaints department.


I rang to say that my current payment was causing further debit , after being reduced when I changed to a lower tariff. The young man agreed that it was a good idea to make a one off payment to catch up and calculated another monthly amount.


On looking at my account , the new amount was far to high(the account agreed), so I emailed EC and got a phone call, during which a lady did a recalculation , which she asked if I was happy with, then agreed to add an extra £5 at my request.


She said she didn't know how the man had reached his amount, but I suspect that he added in the debit, which I paid off.


I've always found EC very helpful and have, at times even been given cash compensation.

footyguy

whatajoke2016 wrote: »

What do i do now? Ombudsman have given an outcome that does not marry up to what Ofgem promised.

April 2014 - My bill is mistakenly increased from standing order of £57 up to £198. Upon a phone call, the employee in billing admits to over estimation and says will rectify by 5pm. I call at 8pm and no rectification has occurred or any notes on file. I cancel direct debit as it is the wrong bill coming out. 1 bed flat.

May 2014 - January 2015 - Telephone calls to Npower attempting to sort out issue. No success - Very busy at work.

December 2014 - First written letter about issues. Replies received about aiming to rectify billing issue ASAP. Instead someone comes to fit prepayment meter with £1700 debt on the account. £30 does me for 3 weeks on this prepayment meter so £19 NET of debt taken each time I top up £30.

Jan 2016 - Write to Energy Ombudsman. Back and forth from N power to Ombudsman. Ofgem release statement saying anybody's complaint that takes longer than 28 days to resolve will receive free energy and debt written off. Claims of usage are wildly inaccurate for someone who is home not much of the time. Meters confirm this. They even insist I used more gas in the summer months than in winter in 2014. Yet I was weight cutting for a fight and hardly eating much in that time and hardly cook actual food as sad as that sounds for a 26 year old.

July 2016 - Ombudsman have given an outcome that Npower will amend bill to to be a small decrease. This has affected my credit file as I cancelled he payments. I am not going to pay a bill that is wrong. You wouldn't pay it at a restaurant if two steaks were showing.

Should i now write to Ofgem about the Ombudsman's failure to enforce what Ofgem have instated? I have been paying debt amounts to Npower that I never owed PLUS my own usage. I pay all my bills on time for internet, water, phone,

You are not obligated to accept a resolution proposed by the ombudsman service, but if you do, then the supplier is obligated to comply.

So if you don't want to accept the ombudsmans proposed final resolution, then I suggest you seek independent legal advice. Or you could commence legal action yourself.

nPower

whatajoke2016 wrote: »

What do i do now? Ombudsman have given an outcome that does not marry up to what Ofgem promised.

April 2014 - My bill is mistakenly increased from standing order of £57 up to £198. Upon a phone call, the employee in billing admits to over estimation and says will rectify by 5pm. I call at 8pm and no rectification has occurred or any notes on file. I cancel direct debit as it is the wrong bill coming out. 1 bed flat.

May 2014 - January 2015 - Telephone calls to Npower attempting to sort out issue. No success - Very busy at work.

December 2014 - First written letter about issues. Replies received about aiming to rectify billing issue ASAP. Instead someone comes to fit prepayment meter with £1700 debt on the account. £30 does me for 3 weeks on this prepayment meter so £19 NET of debt taken each time I top up £30.

Jan 2016 - Write to Energy Ombudsman. Back and forth from N power to Ombudsman. Ofgem release statement saying anybody's complaint that takes longer than 28 days to resolve will receive free energy and debt written off. Claims of usage are wildly inaccurate for someone who is home not much of the time. Meters confirm this. They even insist I used more gas in the summer months than in winter in 2014. Yet I was weight cutting for a fight and hardly eating much in that time and hardly cook actual food as sad as that sounds for a 26 year old.

July 2016 - Ombudsman have given an outcome that Npower will amend bill to to be a small decrease. This has affected my credit file as I cancelled he payments. I am not going to pay a bill that is wrong. You wouldn't pay it at a restaurant if two steaks were showing.

Should i now write to Ofgem about the Ombudsman's failure to enforce what Ofgem have instated? I have been paying debt amounts to Npower that I never owed PLUS my own usage. I pay all my bills on time for internet, water, phone,

Hello whatajoke2016

Thanks for your post.

The Ombudsman will investigate a complaint if the customer doesn’t feel the energy supplier has resolved the query. The Ombudsman will ask us to correct any problems, apologise, explain what happened and make a financial award. I can confirm Ofgem doesn’t have a direct role in dealing with disputes between customers and companies. Ofgem collects information from sources as part of a market monitoring activity, this is kept under review to ensure all licensees comply with the relevant legislation and licence obligations.

Our specialised team can investigate your Ombudsman complaint if you can send us further details via email. You can find our contact details under the contact tab on our page.

Thanks Laura

whatajoke2016

I now at this stage just want to drive up to head office and just present myself to speak to billing and the whole team in person to simply have everything rectified on the spot even if it takes the entire working day.

System

whatajoke2016 wrote: »

I now at this stage just want to drive up to head office and just present myself to speak to billing and the whole team in person to simply have everything rectified on the spot even if it takes the entire working day.

Contact Citizens' Advice and ask them to bring your complaint to the attention of the NPower executive team.