NPower £6000 Bill

Sarahjk22

Hi.

My 95 year old grandmother received a bill £6000 from NPower back in May this year. After numerous telephone conversations and emails that no one ever responds to we have established this is due to a faulty meter.
We are now in August the bills keep coming and the engineers come out to the sheltered housing scheme but no one can fix the problem.

Now my poir 95 year old nan has had NO hot water or heating for the last 3 weeks which is apparentky connected to this problem.

Npower send out engineers promise the world to us but this is still not fixed.

Anybody know where we go from here? This needs sorting asap. Bit ibky the hot water but the error in billing that is causing un necessary stress and worry. Npiwer just have no answers!

Thanks
Sarah

System

Get Citizens Advice on to the case ASAP.

nPower

Hi Sarahjk22,

Thanks for your post.

I'm really disappointed to hear your grandmother's experiencing issues with the account and supply.

If you're authorised to discuss the account, please can you send us the account information using the details on our profile page? If you're not authorised on the account, we'll need either a Power of Attorney or a signed statement from your grandmother to confirm she's happy for you to speak on her behalf.

We'll do what we can to get this sorted for you.

Kind regards

Jess :-)

Sarahjk22

My mother has logged a complaint have got a reference number etc.. nothing gets done. No reply no follow up calls!

What other info do you require.

firefox1956

Surely it is the management of the sheltered housing that should be taking this up on her behalf.
It's in the name 'sheltered housing' ..........

Sarahjk22

Yes you would think so...tried all departments there aswell

Sarahjk22

Have emailed details. Complaint reference is 101343719.

I doubt we will get any response as normal!:(

System

Sarahjk22 wrote: »

Have emailed details. Complaint reference is 101343719.

I doubt we will get any response as normal!:(

A further thought. You could try e-mailing the CEO - copy to your Grandmother’s MP.

Google NPower CEO email for the information that you require.

System

Further to my earlier post, I have also found the following information that might be useful:

http://www.cas.org.uk/about-us/consumer-advice/extra-help-unit

It would seem that you need to ask CA to refer your ‘case’ to this specialist team. Ignore the Scotland tag.

House_Martin

Have you any idea what the fault was in the meter, is it gas or electric ? A lady that age most likely would nt be able to read her own meter I suspect and would have to rely on Npowers meter readers..If they have been taking readings and making mistakes its down to Npower not your mum..In this case I would pass this case onto the Energy Ombudsman who will make a decision.They are independent.
Mistakes are pretty common in Eco 7 two rate meters electric meters which have high and low meter reading which gets mixed up and the gas meter has two types of meter which also get mixed up leading to a bill either 3 times too expensive or three times too cheap

Sarahjk22

Had no response from NPower following this thred.
However I did email the CEO last night we have had some contact from them.
Apparently tomorrow they will be out to fix the problem!!! Wait and see I guess.
Sarah