having problems with n power, and iam fed up now

moneysaver12

ive been having ongoing problems with n power, i moved out of my old house last november, i was paying my gas and electric to them on dd every month, when i moved out there was outstanding amounts on the account as the dd hadn't covered it, the house was old and the boiler was old so it cost a lot of money. I tried to sort out a payment arragment, with no sucess, tried from november till june, getting letters in the meanwhile from them, finally in june this year, i agreed with them i would pay £24.00 a month to pay off the debt, i set up a standing order for that amount with details they gave me. Only to get a letter from them in september saying that i haven't made any payments, so i phoned them up and they said they haven't recieved anything, so i emailed them my bank statement like they requested with so on it, that was 10 september, never hear anything back from them, then today i get a final demand from a debt company who are threating me with legal action, so i phoned n power, tried to explain to them, they said at first its been wiped off then, they said that its been passed to debt recovery company, i told them that i had been trying to sort it out and had heard nothing back from them. The women i spoke to her manger is suppose to be ringing me this afternoon. Iam stressed out with this and worried, i don't know what to do now, can any one help

Cardew

You should put what you have said above in writing and send it to NPower with a copy to Energywatch.

When matters get this complicated it is pointless trying to deal with them on the phone.

ChumpusRex

Also be careful when e-mailing npower, as they seem to have lost/ignored a number of written complaints I've sent them by e-mail.

By all means e-mail them, but back it up with a copy by royal mail.

If you must speak to them on the phone, the first thing you should do they answer is to ask for a manager. Don't let them call you back, they often don't. Make sure that the manager gives you a complaint reference number. If you don't get a number, your call isn't logged.

moneysaver12

i will send it in writing, thank you

Terrylw1

Hi,

There doesn't seem to be anything technical here, more a customer service/incompetetance issue here.

On the back of your bill their is a Customer Relations Dept based at Peterlee. They are the teams that deal with complaints inc Energywatch. So, why don't you write to them and copy in Energywatch.

You may not get a complaint ref over the phone if you are just dealing with a call centre or collection team but get the names of the people you speak to and the managers name if poss.

Very often there is a call back, however it tends to be call centres where the call backs are less frequent. Plus half the time it's not even a manager anyway, just someone more experienced.

Remember Royal Mail has issues, so if it's not recorded they can state they have not had it.

They sell the debts off to debt collection agencies after making so many attempts.

You seem to have proved what you need to but they have not traced where your payments have gone. Write to Customer Relations on the bill & copy in Energywatch.

moneysaver12

Terrylw1 wrote: »

Hi,

There doesn't seem to be anything technical here, more a customer service/incompetetance issue here.

On the back of your bill their is a Customer Relations Dept based at Peterlee. They are the teams that deal with complaints inc Energywatch. So, why don't you write to them and copy in Energywatch.

You may not get a complaint ref over the phone if you are just dealing with a call centre or collection team but get the names of the people you speak to and the managers name if poss.

Very often there is a call back, however it tends to be call centres where the call backs are less frequent. Plus half the time it's not even a manager anyway, just someone more experienced.

Remember Royal Mail has issues, so if it's not recorded they can state they have not had it.

They sell the debts off to debt collection agencies after making so many attempts.

You seem to have proved what you need to but they have not traced where your payments have gone. Write to Customer Relations on the bill & copy in Energywatch.

Thank you very much i will do this today