Npower (yet again) billing me for energy 2 years ago !

Molineux99

So in 2016 I switched to Npower - they sent me one email telling me to leave everything to them for the switch, then another telling me 'to relax' as everything has been set up including direct debit for gas and elec.

Scroll forward 2 years an they've suddenly announced I owe them £850 for gas as they have NEVER charged me for it. When I quoted back the direct debit they said that was only for electric and they had failed to collect the gas direct debit in error. As I am away a lot the direct debit amount didn't seem to beso low that I would notice - not that I paid particular attention to it as I was happy to see the diret debit leave with my interest ending there. I also never went on their website.

They will not answer on Twitter, the Live chat is permanently unavailable, the complaints team won't reply to my emails so where do I go now ?

An online search doesn't even suggest that this is a rare event !

JohnB47

Molineux99 wrote: »

So in 2016 I switched to Npower - they sent me one email telling me to leave everything to them for the switch, then another telling me 'to relax' as everything has been set up including direct debit for gas and elec.

Scroll forward 2 years an they've suddenly announced I owe them £850 for gas as they have NEVER charged me for it. When I quoted back the direct debit they said that was only for electric and they had failed to collect the gas direct debit in error. As I am away a lot the direct debit amount didn't seem to beso low that I would notice - not that I paid particular attention to it as I was happy to see the diret debit leave with my interest ending there. I also never went on their website.

They will not answer on Twitter, the Live chat is permanently unavailable, the complaints team won't reply to my emails so where do I go now ?

An online search doesn't even suggest that this is a rare event !

Sorry to sound critical but this is yet another case where the user takes no care to actually:

1. check that things have been set up properly in the first instance (not relying on messages from the company concerned).

2. regularly send meter readings, or:

3. regularly confirms that smart meter readings have been taken by:

4. inspecting regular bills or:

5. complaining that you don't get regular bills to check - and getting this sorted.

I know you say you are away a lot but you should still check things regularly (you can log into your account even when away). In an ideal world, you shouldn't have to but Energy companies don't operate to ideal world standards.

It's time to get your maths hat on, look at initial and current gas and elect readings, look at the tariff details and how much you've been paying, then work out if you really do owe them money. In other words - do your own investigation. Oh and look at your on-line account. Why on earth have you not done that before starting this thread?

nPower

Molineux99 wrote: »

So in 2016 I switched to Npower - they sent me one email telling me to leave everything to them for the switch, then another telling me 'to relax' as everything has been set up including direct debit for gas and elec.

Scroll forward 2 years an they've suddenly announced I owe them £850 for gas as they have NEVER charged me for it. When I quoted back the direct debit they said that was only for electric and they had failed to collect the gas direct debit in error. As I am away a lot the direct debit amount didn't seem to beso low that I would notice - not that I paid particular attention to it as I was happy to see the diret debit leave with my interest ending there. I also never went on their website.

They will not answer on Twitter, the Live chat is permanently unavailable, the complaints team won't reply to my emails so where do I go now ?

An online search doesn't even suggest that this is a rare event !

Hi Molineux99

Thanks for your post. Sorry to hear of the difficulties you're having with the billing of your account and in contacting us.

If you'd like to send your details to us via email using the address in our profile and puttine MSE in the subject. We'll be happy to take a closer look into this for you.

Thanks

nigelbb

Don’t forget that as the error was theirs that they can only backbill for a maximum of 12 months. Don’t be pressured to pay any more.

Molineux99

@johnB47 are you for real ?

If a company sends you an email telling you 'leave everything to us' that implies they don't want me to get involved correct ?

If that same company sends me an email telling me 'to relax' that suggests I should relax right ?

I don't know about your life but I have more important things to do than spend time checking an online energy website when I've been told its all fine.

Even if they, or you, believe I am partially responsible, currently they are expecting me to take a 100% hit for THEIR mistake whilst they take 0% - fair ?

Thanks for the reply but your holier than thou nonsense wasn't really a lot of help, others were so thanks to those that replied with genuine help.

nigelbb

Molineux99 wrote: »

Even if they, or you, believe I am partially responsible, currently they are expecting me to take a 100% hit for THEIR mistake whilst they take 0% - fair ?

As I already told you they can only backfill 12 months which means that you will have had a whole year of free gas. https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/who-contact-if-its-difficult-paying-energy-bills/energy-backbilling-your-rights

Molineux99

nPower wrote: »

Hi Molineux99

Thanks for your post. Sorry to hear of the difficulties you're having with the billing of your account and in contacting us.

If you'd like to send your details to us via email using the address in our profile and puttine MSE in the subject. We'll be happy to take a closer look into this for you.

Thanks

I'm sorry but where is your email address ? Can you not just print it in your reply please ?

Mister_G

Molineux99 wrote: »

I'm sorry but where is your email address ? Can you not just print it in your reply please ?

How about this at the bottom of his post:

If we ask you to contact us, please do so using helpandsupport@npower.com - MSE Forum has temporarily allowed the display of our contact details in our signature due to a technical issue with our profile

Molineux99

Thanks Nigelbb for the feedback and Mister G (I didn't scroll down to see their email address oops)

Molineux99

Well hats off to the Npower rep on here who at least has got the ball rolling. Something their complaints team/live chat and twitter teams were unable/unwilling to do.

I have received a polite conciliatory letter from Npower admitting 'service failure' so we'll see how it goes - will be happy to report back good or bad !

Molineux99

Well I promised to come back good or bad and I have to respond positively as Npower HAVE put things right. 'Steve' from Npower acted really professionally, investigated thoroughly and has got the charges written off and put procedures into place to prevent it happening again, so all in all a positive, albeit very worrying. experience.

Thanks again to Steve and the Npower rep on here who got the ball rolling.

Thanks