Npower

RussellBln

It dates back to a property I left in 2011 but Npower are saying that they are billing me from 2014! Also, they told me they couldn't recall the debt from the debt collection company because they passed it to them in 2015 but when I contacted the company they said they received it the 3rd March THIS YEAR!!

teddysmum

RussellBln wrote: »

It dates back to a property I left in 2011 but Npower are saying that they are billing me from 2014! Also, they told me they couldn't recall the debt from the debt collection company because they passed it to them in 2015 but when I contacted the company they said they received it the 3rd March THIS YEAR!!

Have you still not had a reply from Executive complaints, as they are normally very efficient ?


If this is the case, email again ,stating that you are still awaiting a reply, as emails do sometimes go astray in the 'ether'.

RussellBln

Yes I've had a reply from Executive Complaints but basically they're washing their hands of it because they said they passed it to debt collectors in 2015 but as my previous post said when I called the debt company they told me they had only received it on the the 3rd March this year! A few weeks ago. I then took the option of having it escalated to Npower Head of Customer Relations for a review and waiting for their final response ASAP.

I also contacted the Energy Ombudsman and have a case study reference number set up should Npower's response not be satisfactory. I have not received ANY bill or proof of this debt yet I am expected to pay over £500 to a debt collection company because of their letter!!

MABLE

Personally speaking N Power are one of the best.

RussellBln

Mable, I think they're all much similar but bad personal experience always makes one biased.

RussellBln

But it's amazing that once pressed for detail and proof, these large company's resort to bluff and lies to cover themselves so the ordinary customer comes up against brick walls.

RussellBln

No surprises! I got a reply from Elizabeth Gibson (Head of Customer Relations) and not a good start because the most senior person in the department couldn't even get the paper the right way in the printer. The Npower logo was on the blank side of page 1!! How impressive.............

Anyway, to the more serious bit. As expected, having looked into the issue, they've basically washed their hands of it plus stating categorical lies about sending regular reminder letters highlighting the outstanding balance. Pure fiction. Also, they stated that I had requested the outstanding balance be withdrawn. Again, pure fiction but clearly suits their purpose to make such comments.

However, they failed to explain why since my last payment was received in August 2013 it has taken nearly FOUR YEARS to contact me. It is ludicrous to suggest or explain the logic that having ALWAYS had my contact details as an Npower customer they chose to pass it to a debt collection service a few weeks ago! They also failed to explain their billing procedures with regards to non payment, as again it is ludicrous to suggest they wait FOUR YEARS to pass the matter to a debt collection service. Npower laughingly had previously told me they passed it on 2 years ago but the debt collection service confirmed to me that they had received it the 2nd March 2017! More Npower lies.

They also failed to grasp the fact that I admitted that if there was an outstanding balance (despite having not received ANY proof of such from them or the debt collection service) I would pay it, BUT WHAT I STRONGLY OBJECTED TO WAS HAVING TO PAY £160 TO THE DEBT COLLECTION SERVICE for the privilege of them sending me a letter that was COMPLETELY UNNECESSARY.

Needless to say it is now in the hands of the Energy Ombudsman and even more needless to say I will be switching from Npower ASAP.