Help! Npower compensation confusion?!

Lottie84

Hi all, would really appreciate some advice! Have this morning received a letter from Npower out of the blue offering compensation of £95. We believe we were miss sold energy back in 2010 when they had cold called us promising a cheaper deal and ended landing us in debt after just a few months. They wrote to us in April 2014 about this. I kept after them for a year or so, sending the information they asked for, would hear nothing for months only to be told they hadn't received the information again and again. Eventually I got back on their case in June 2016, and received a letter saying that we were definitely not mislead or we would have heard from ofgem and that they were closing the complaint. So as you can tell I'm a little mystified to receive the letter today offering £95! In this letter they still state they have not received my full information!! And have been unable to progress with my claim. My question is.... Do I take their measly offer and run or dig my heels in and hope for more?! Thankfully I keep all my paperwork so still have most of the letters.
Many thanks!

teddysmum

Email Executive Complaints then pester if you get no reply within a couple of days . They will give you a case worker , who should be able to discuss things with you.


I'm unclear about the offer putting you into debt. Do you mean that the direct debit amounts were not high enough, as direct debit is supposed to work so you fall behind in high usage periods and get ahead in the summer,so the cost evens out ? (Just underquoting for direct debit payments is not mis-selling)

Lottie84

Hi, they didn't take the direct debits out for the 2-3 month period that we were with them so we ended up with a £300 bill when we left. And the tariff was more expensive. Many thanks for your reply!

spiro

The £95 is probably to cover the fact the tariff was more expensive.

teddysmum

Lottie84 wrote: »

Hi, they didn't take the direct debits out for the 2-3 month period that we were with them so we ended up with a £300 bill when we left. And the tariff was more expensive. Many thanks for your reply!

I don't understand that as the tariff ,if you take a fix runs from the day of acceptance or at a future date on request. (eg I fixed on a Friday, to start on the Monday,so I could send online readings on the Sunday when my current fix ended)

FutureGirl

If they didn't take the DD payments... didn't you just call them to make the payments? A DD doesn't absolve the account holder from all responsibility in regards to ensuring payments are being made.

You say you had a £300 bill when you left... didn't you just pay it off with the money that was put aside for the DD's?

Lottie84

Hi thanks, I think your all kind of missing the point of my initial question? This was a very long time ago, my point is now, a member of staff unequivocally told us we were not mis-sold and the case was closed so why a year later have they written offering compensation? I think we are all aware that Npower was found to have 'under hand' tactics as of the Ofgem report. Why did they leave this complaint unanswered and conviently keep losing my data?
Many thanks

teddysmum

Do as I suggested, above, as you haven't explained what I queried in my last post. (ie how you could agree to one tariff and apparently get another)

teddysmum

I don't find them underhand, as just last month I emailed to say that I thought the cs person who changed my tariff had given mis-information. (He said there was no leaving penalty if you changed tariff internally, while in your fix term).


I got confirmation that I was correct and £10 compensation, which was not requested.

phillw

Lottie84 wrote: »

This was a very long time ago, my point is now, a member of staff unequivocally told us we were not mis-sold and the case was closed

It's unlikely they know whether you were mis-sold and wouldn't admit it if they did.

Lottie84 wrote: »

so why a year later have they written offering compensation?

Incompetence?

Ignoring them not taking DD and that leaving you in debt, because they essentially were just lending you money that they then asked for again. What loss did you suffer due to your alleged miss selling? Was it more than £95 or less?

nPower

Lottie84 wrote: »

Hi all, would really appreciate some advice! Have this morning received a letter from Npower out of the blue offering compensation of £95. We believe we were miss sold energy back in 2010 when they had cold called us promising a cheaper deal and ended landing us in debt after just a few months. They wrote to us in April 2014 about this. I kept after them for a year or so, sending the information they asked for, would hear nothing for months only to be told they hadn't received the information again and again. Eventually I got back on their case in June 2016, and received a letter saying that we were definitely not mislead or we would have heard from ofgem and that they were closing the complaint. So as you can tell I'm a little mystified to receive the letter today offering £95! In this letter they still state they have not received my full information!! And have been unable to progress with my claim. My question is.... Do I take their measly offer and run or dig my heels in and hope for more?! Thankfully I keep all my paperwork so still have most of the letters.
Many thanks!

Hi Lottie84,

Thank you for your message. Please contact us using the details on our profile page so we can help with your query.

Thanks

Jen