Npower/Averto debt advice help needed

beavertown_2

Hello, I am desparately seeking advice...
When I first met my future wife she lived in a shared home with her then Best Friend. They used N Power for their Gas and Electric. My Wifes name was on the bill aswell as her friends name and the direct debit was to my wifes bank. In may 2014 she moved into my flat and rang npower to say she had moved out.
We since moved again to our new home and in match last yeat recieved a letter from Npower stating my wife owed over £1300 in bills for the time period oct 14 to oct 15.
We rang npower and they asked for proof she had moved so we phoned the council who gave us a written letter confirming she moved in with me in may 2014.
Npower said they would pass this info onto the home movers team. We never heard a word back until 6 months later we recieved a letter chasing the debt from a random firm. We rang npower again who said they would again talk to the home movers team.
Almost a year on we have now recieved a letter from arvato finance solutions trying to get us to acknowledge this debt.
We literally have no idea what to do. We spoke with the former best friend last year who said she would sort it out with npower.
Obviously she hasn't.
I really don't know what step to take next. We have all evidence of her moving even a handwritten and signed letter from our local councils head manger as proof of her moving. We have kept print outs of online contact with npower as evidence.
We havent contacted this Arvato firm at all nor have we spoke to npower since last year. We genuinely thought this was all sorted. Seems not.
We certainly won't be paying this bill but it seems Npower are unwilling to stop chasing my wife and start chasing the person who was actually using the fuel.
Any help or advice would be great.
Thank you

CashStrapped

Debt companies are notorious for chasing anybody with even a tenuous link to the debt. Somehow they have got her details, linked it to the debt in question, i.e she had a joint account at some point. They are finding your wife the easiest person to chase for the debt. They will continue to do so until, as they see it, it is resolved.
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Write a letter headed Complaint. Detail the issue with clarity, avoid emotive arguments, stick to the facts, include photocopied documents proving your case. Detail that you want the issue resolved within the relevant timescales and that it should be escalated to the ombudsman if it is not.

Explain that it is unacceptable that it should have reached this point when the issue should have been resolved long ago.

Send it by signed for delivery if you wish, to prove they received it.

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If you want a template for the complaint, which you can use for a letter, moneysavingexpert has some useful tools.

https://www.resolver.co.uk/companies/npower-complaints

nPower

beavertown wrote: »

Hello, I am desparately seeking advice...
When I first met my future wife she lived in a shared home with her then Best Friend. They used N Power for their Gas and Electric. My Wifes name was on the bill aswell as her friends name and the direct debit was to my wifes bank. In may 2014 she moved into my flat and rang npower to say she had moved out.
We since moved again to our new home and in match last yeat recieved a letter from Npower stating my wife owed over £1300 in bills for the time period oct 14 to oct 15.
We rang npower and they asked for proof she had moved so we phoned the council who gave us a written letter confirming she moved in with me in may 2014.
Npower said they would pass this info onto the home movers team. We never heard a word back until 6 months later we recieved a letter chasing the debt from a random firm. We rang npower again who said they would again talk to the home movers team.
Almost a year on we have now recieved a letter from arvato finance solutions trying to get us to acknowledge this debt.
We literally have no idea what to do. We spoke with the former best friend last year who said she would sort it out with npower.
Obviously she hasn't.
I really don't know what step to take next. We have all evidence of her moving even a handwritten and signed letter from our local councils head manger as proof of her moving. We have kept print outs of online contact with npower as evidence.
We havent contacted this Arvato firm at all nor have we spoke to npower since last year. We genuinely thought this was all sorted. Seems not.
We certainly won't be paying this bill but it seems Npower are unwilling to stop chasing my wife and start chasing the person who was actually using the fuel.
Any help or advice would be great.
Thank you

Hi beavertown

I am sorry to hear this. Can you please ask your wife to contact us at the address shown on our profile so that we can look further into this?

Thanks

Jade :-)