Advice with nPower

KelhamKid

Hi everyone,

In the summer of 2012 my student friends and I rented a house on a 12 month contract with npower suppling gas and electric. As we came to leave we requested a bill and received one based on estimates so we contacted them with our final readings. This never arrived but a debt collection notice did. And so began a pattern of asking npower to bill us, hearing nothing from them until receiving a debt recovery letter on their behalf, contacting npower again, informing them we are still waiting on an actual bill. The person on the phone looks at the account notes and says something to the effect of "hmm, I'm not sure why this wasn't sent out to you; our system's changed/had problems. I'll get it out straight away. We're sorry for the mixup". Nothing ever arrives from npower and then 6 months/ a year later a new debt collection letter arrives with fees added on.

We've no interest in dodging the bill, but we want to pay for the actual power we used. We've supplied meter readings, tenancy agreements, forwarding addresses etc., everything that's been asked, however npower just seem so drastically disorganised. The debt letter I've received today has the supply period completely wrong and over a year longer than when we were actually at the property.

Should I try again with explaining their mistakes to them and see if they can finally give me a final bill or is it time to consider an ombudsman? This has been going on for 5 years and I just want them to get their act together and me not have to chase them to send me a bill. Has anyone else been unfortunate enough to have had a similar experience with npower?

I'd really appreciate any advice anybody could give me, thanks!

nPower

KelhamKid wrote: »

Hi everyone,

In the summer of 2012 my student friends and I rented a house on a 12 month contract with npower suppling gas and electric. As we came to leave we requested a bill and received one based on estimates so we contacted them with our final readings. This never arrived but a debt collection notice did. And so began a pattern of asking npower to bill us, hearing nothing from them until receiving a debt recovery letter on their behalf, contacting npower again, informing them we are still waiting on an actual bill. The person on the phone looks at the account notes and says something to the effect of "hmm, I'm not sure why this wasn't sent out to you; our system's changed/had problems. I'll get it out straight away. We're sorry for the mixup". Nothing ever arrives from npower and then 6 months/ a year later a new debt collection letter arrives with fees added on.

We've no interest in dodging the bill, but we want to pay for the actual power we used. We've supplied meter readings, tenancy agreements, forwarding addresses etc., everything that's been asked, however npower just seem so drastically disorganised. The debt letter I've received today has the supply period completely wrong and over a year longer than when we were actually at the property.

Should I try again with explaining their mistakes to them and see if they can finally give me a final bill or is it time to consider an ombudsman? This has been going on for 5 years and I just want them to get their act together and me not have to chase them to send me a bill. Has anyone else been unfortunate enough to have had a similar experience with npower?

I'd really appreciate any advice anybody could give me, thanks!

Hi KelhamKid

Thank you for posting, I'm sorry to hear you are experiencing problems with your final bill. I will be happy to take a look at this if you would like to send me an email (using the address from my profile) with your account details.

Thanks

Vicky

KelhamKid

Hi Vicky,

This morning I emailed helpandsupport@npower.com as this was the email i found on your profile. Please let me know if this is incorrect.

Thanks!