Npower shock

givememoney

We left Npower 2.5 years ago and have had 2 energy suppliers since.

On 17th December, which just happened to be my husband's 75th birthday he gets a letter from Npower telling him he owes them around £97. A nice birthday surprise.

Phone call follows where we spend quite a bit of time trying to establish what exactly is this for. Bearing in mind we paid and still pay our energy bills by Direct Debit, how can we possibly owe them money.

First of all we're told because we had left in the summer 2016 they couldn't take them money by DD as we were no longer with them. Then story changes that the money was owed back in March of that year, so why didn't they inform us or take the money?

We're then told there was a 'Promise to Pay'. Having looked that up a 'Promise to Pay' is an agreement between 2 parties that the money will be agreed upon and paid on a date agreeable to both parties. We have never agreed to a Promise to Pay and indeed never heard of one till then.

That same evening an sort of semi threatening email turns up telling us if we don't pay up they will cut off our supply....like to see them do that as they don't supply it.

We have told them we want all paperwork appertaining to this charge and also we have put in a complaint.

Wonder if anyone else had had experience of something like this?

Biscuit_Tin

givememoney wrote: »

We left Npower 2.5 years ago and have had 2 energy suppliers since.

On 17th December, which just happened to be my husband's 75th birthday he gets a letter from Npower telling him he owes them around £97. A nice birthday surprise.

Phone call follows where we spend quite a bit of time trying to establish what exactly is this for. Bearing in mind we paid and still pay our energy bills by Direct Debit, how can we possibly owe them money.

First of all we're told because we had left in the summer 2016 they couldn't take them money by DD as we were no longer with them. Then story changes that the money was owed back in March of that year, so why didn't they inform us or take the money?

We're then told there was a 'Promise to Pay'. Having looked that up a 'Promise to Pay' is an agreement between 2 parties that the money will be agreed upon and paid on a date agreeable to both parties. We have never agreed to a Promise to Pay and indeed never heard of one till then.

That same evening an sort of semi threatening email turns up telling us if we don't pay up they will cut off our supply....like to see them do that as they don't supply it.

We have told them we want all paperwork appertaining to this charge and also we have put in a complaint.

Wonder if anyone else had had experience of something like this?

What was the basis of your complaint? :huh:

givememoney

Biscuit_Tin wrote: »

What was the basis of your complaint? :huh:

Well as far as we know we do not owe any money so we need proof of some sort that it is the case.

amcg100

If they have threatened to cut you off under these circumstances then they are almost certainly debt collectors who will have bought an old debt from npower.

They can't cut you off, and you don't need to pay them,
Tell them to get lost!

welshmoneylover

Probably the money owing is the balance off the final bill?

Have you checked it and agree to the final reads given by your new supplier.

OPMDaze

Tell Npower to clear off

nPower

givememoney wrote: »

We left Npower 2.5 years ago and have had 2 energy suppliers since.

On 17th December, which just happened to be my husband's 75th birthday he gets a letter from Npower telling him he owes them around £97. A nice birthday surprise.

Phone call follows where we spend quite a bit of time trying to establish what exactly is this for. Bearing in mind we paid and still pay our energy bills by Direct Debit, how can we possibly owe them money.

First of all we're told because we had left in the summer 2016 they couldn't take them money by DD as we were no longer with them. Then story changes that the money was owed back in March of that year, so why didn't they inform us or take the money?

We're then told there was a 'Promise to Pay'. Having looked that up a 'Promise to Pay' is an agreement between 2 parties that the money will be agreed upon and paid on a date agreeable to both parties. We have never agreed to a Promise to Pay and indeed never heard of one till then.

That same evening an sort of semi threatening email turns up telling us if we don't pay up they will cut off our supply....like to see them do that as they don't supply it.

We have told them we want all paperwork appertaining to this charge and also we have put in a complaint.

Wonder if anyone else had had experience of something like this?

Hi givememoney,

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

Thanks,

Jen

givememoney

nPower wrote: »

Hi givememoney,

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

Thanks,

Jen

Thank you Jen but a complaint has been lodged so we await the reply.

Dobbibill

givememoney wrote: »

Thank you Jen but a complaint has been lodged so we await the reply.

It may be worth getting support from Jen the NPower rep on this.
At present it appears you have received a call (you don't know if this was genuinely NPower) and an email (again you don't say which email address this has arrived from). You don't say whether you have received a letter too.

Jen may well be able to help with the authenticity of the claims and help resolve your complaint sooner rather than later.

There is no pressure, but I know the company reps here really do everything to support customer queries, complaints or problems.

WhoIsThat

givememoney wrote: »

Well as far as we know we do not owe any money so we need proof of some sort that it is the case.

So they will resend a copy of the bill produced that indicates £97 is owed, and close the complaint as resolved. That will help with their stats. :T

Sorry, I don't think they will stretch to a birthday card as well, but you never know :cool:
(but you didn't ask for one of those did you?)

givememoney

Dobbibill wrote: »

It may be worth getting support from Jen the NPower rep on this.
At present it appears you have received a call (you don't know if this was genuinely NPower) and an email (again you don't say which email address this has arrived from). You don't say whether you have received a letter too.

Jen may well be able to help with the authenticity of the claims and help resolve your complaint sooner rather than later.

There is no pressure, but I know the company reps here really do everything to support customer queries, complaints or problems.

Thanks for this but if you read my post thoroughly you will see we did receive a letter, that is what started the ball rolling and the phone call was made by us to Npower.

I will bear in mind what you say about Jen but they are supposed to reply within 28 days to the complaint and we have had an 'on to it' letter, but if we get no satisfaction we may contact her.