Npower credit refund - blood from a turnip

dglp

I had a dual fuel account with npower for many years, but moved flats, and the owner has a different energy supplier.

Before I moved I asked npower (via the chat line) what the account closing procedure is. I was told to send in meter readings within 10 days of my moving date, and that they would assess the debit/credit standing and issue a final bill/refund.

Well...

I moved in October. I sent the meter readings the day before. I confirmed that everything was in order. A few weeks later I got a reminder notice for meter readings. I went online and asked what it was about. Apparently the previous chat operator had failed to register my move/account closure request. The final meter readings had never been logged on their system. There was no final bill prepared.

The outcome was that the operator walked through the acount closure with me at that moment. The meter readings were logged, and an estimated bill showing me in credit about £500 was generated. I was told a refund cheque would be issued.

I don't recall whether I updated my postal address details - but as I'm getting a Royal Mail redirect it wouldn't necessarily have made a difference.

It's now been 3 months since I moved and there's been no cheque. So I got online and was told that my current meter reading is required.

There ought to be an emoticon for my response that one. As in, !!!!!!?!

I told the operator there are no current meter readings as the account is closed (and the old flat is empty for renovations). He went away and came back saying something apologetic, and that a payment had been issued some while ago, then cancelled due to lack of response.

Repeat !!!!!! response... cheque was in the post? Yeah, right.

As it stands, I've supposedly been issued a new cheque, and it should arrive within 20 days. I expect to be back on the chat line to them at that point. Watch this space.

nPower

dglp wrote: »

I had a dual fuel account with npower for many years, but moved flats, and the owner has a different energy supplier.

Before I moved I asked npower (via the chat line) what the account closing procedure is. I was told to send in meter readings within 10 days of my moving date, and that they would assess the debit/credit standing and issue a final bill/refund.

Well...

I moved in October. I sent the meter readings the day before. I confirmed that everything was in order. A few weeks later I got a reminder notice for meter readings. I went online and asked what it was about. Apparently the previous chat operator had failed to register my move/account closure request. The final meter readings had never been logged on their system. There was no final bill prepared.

The outcome was that the operator walked through the acount closure with me at that moment. The meter readings were logged, and an estimated bill showing me in credit about £500 was generated. I was told a refund cheque would be issued.

I don't recall whether I updated my postal address details - but as I'm getting a Royal Mail redirect it wouldn't necessarily have made a difference.

It's now been 3 months since I moved and there's been no cheque. So I got online and was told that my current meter reading is required.

There ought to be an emoticon for my response that one. As in, !!!!!!?!

I told the operator there are no current meter readings as the account is closed (and the old flat is empty for renovations). He went away and came back saying something apologetic, and that a payment had been issued some while ago, then cancelled due to lack of response.

Repeat !!!!!! response... cheque was in the post? Yeah, right.

As it stands, I've supposedly been issued a new cheque, and it should arrive within 20 days. I expect to be back on the chat line to them at that point. Watch this space.

Hi dglp

Thanks for your post.

We'll be more than happy to investigate, make sure your account has been correctly closed and billed and issue the credit back to you. Please get in touch using the details on our profile page including your account details.

Kind regards

Jess

dglp

Thanks Jess.
I'll respond once the cheque arrives - or after 20 days - whichever comes first.

dglp

It's arrived. Five days after I raised a query. Pretty good, considering there's a 20-day window.

So, the cheque really has come through, and means I don't have to do any further chasing.

Hooray!