NPower The joke of all energy providers

mook25

So after a long battle with them trying to get Npower to correct my bill I finally manged to get my bill corrected. I hadn't been able to get a meter reading as it was in someone elses property and all bills had been on estimated readings.

After multiple calls in and multiple agreements that an engineer would come out and read the meter, it was outside, and multiple times then being told no engineer had been requested and no notes being left on the system I eventually managed to get the meter myself by hopping over the persons fence while they were out to get a reading. Not ideal but the only way to get this resolved.

After giving Npower the readings they then said my account was in credit by £500, I hadn't been in the flat for 8+ months due to staying at my now ex partners during this time. I called them up asking for a refund to which i was told yes no problem the system is allowing me to refund £495 and this will be with you in 7-10 days as a cheque through the post.

Great, or so I thought......8 days in, no cheque, so called up and was told not to worry, it has been posted and will be with you shortly. Called again at the 10 day mark as still not arrived and the person the phone said no cheque has been posted and you now are due nothing????? I took a screenshot of my account after speaking with this person as had a feeling things would be changed over night and not really to my surprise the account is now showing no credit due. Previously I had been advised by 3 different people I was due the refund and even had their IT team check the account to make sure correct and was assured it was.

All in all it now seems I have to go through the process of taking them to ofgem, requesting the calls to be sent to me where i was advised the refund due. Seems Npower have no idea what they are doing and attempting to extort money from its customers and hide any credits where possible. I have all the evidence i need as was clever enough to understand what was happening but just be warned people do not go with Npower as you will end up being screwed over if they can get away with it.

:mad::mad::mad:

ExtraMask

If the account is showing the balance is zero it's most likely due to the refund being issued and left the account. Timescale for cheques are usually 10-14 days.

Carrot007

mook25 wrote: »

I hadn't been able to get a meter reading as it was in someone elses property and all bills had been on estimated readings.

And for a ridiculous bodge by whoever converted a house into two or whatever situation exists in order to save money is the suppliers fault?


Will be the same for all suppliers.


You have a right to 24/7 access to your meter however someone in the past gave up this right by being a cheapskate.


Fix the property if you live there (a few thousand) or leave if you don't.

Gerry1

If you need to make a formal complaint you need to go to the Ombudsman, not Ofgem.

mook25

ExtraMask wrote: »

If the account is showing the balance is zero it's most likely due to the refund being issued and left the account. Timescale for cheques are usually 10-14 days.

I thought that at first but when I called them they are saying that the account has been billed up to date but there is no refund due nor was there at anytime in the past either and that i will not be getting any money back.

mook25

Gerry1 wrote: »

If you need to make a formal complaint you need to go to the Ombudsman, not Ofgem.

I thought Ofgem was the Ombudsman for energy providers??

Gerry1

mook25 wrote: »

I thought Ofgem was the Ombudsman for energy providers??

They are two different organisations.

If you wish to pursue your complaint you need a deadlock letter from npower or to have waited eight weeks. You can then go to the Ombudsman.

nPower

mook25 wrote: »

So after a long battle with them trying to get Npower to correct my bill I finally manged to get my bill corrected. I hadn't been able to get a meter reading as it was in someone elses property and all bills had been on estimated readings.

After multiple calls in and multiple agreements that an engineer would come out and read the meter, it was outside, and multiple times then being told no engineer had been requested and no notes being left on the system I eventually managed to get the meter myself by hopping over the persons fence while they were out to get a reading. Not ideal but the only way to get this resolved.

After giving Npower the readings they then said my account was in credit by £500, I hadn't been in the flat for 8+ months due to staying at my now ex partners during this time. I called them up asking for a refund to which i was told yes no problem the system is allowing me to refund £495 and this will be with you in 7-10 days as a cheque through the post.

Great, or so I thought......8 days in, no cheque, so called up and was told not to worry, it has been posted and will be with you shortly. Called again at the 10 day mark as still not arrived and the person the phone said no cheque has been posted and you now are due nothing????? I took a screenshot of my account after speaking with this person as had a feeling things would be changed over night and not really to my surprise the account is now showing no credit due. Previously I had been advised by 3 different people I was due the refund and even had their IT team check the account to make sure correct and was assured it was.

All in all it now seems I have to go through the process of taking them to ofgem, requesting the calls to be sent to me where i was advised the refund due. Seems Npower have no idea what they are doing and attempting to extort money from its customers and hide any credits where possible. I have all the evidence i need as was clever enough to understand what was happening but just be warned people do not go with Npower as you will end up being screwed over if they can get away with it.

:mad::mad::mad:

Hi mook25, thanks for posting and we're sorry to hear of your experience. Please send us an email using the details on our profile and we'll be happy to help.

Thank you, Vicky

Takmon

mook25 wrote: »

So after a long battle with them trying to get Npower to correct my bill I finally manged to get my bill corrected. I hadn't been able to get a meter reading as it was in someone elses property and all bills had been on estimated readings.

After multiple calls in and multiple agreements that an engineer would come out and read the meter, it was outside, and multiple times then being told no engineer had been requested and no notes being left on the system I eventually managed to get the meter myself by hopping over the persons fence while they were out to get a reading. Not ideal but the only way to get this resolved.

Urm maybe knock on their door and ask them if you can read the meter...

mook25

nPower wrote: »

Hi mook25, thanks for posting and we're sorry to hear of your experience. Please send us an email using the details on our profile and we'll be happy to help.

Thank you, Vicky

you have my email detailing ALL the issues and hopefully, maybe, this can be resolved as I am now beyond tired of all the calls and time wasted trying to deal with your company.

mook25

Takmon wrote: »

Urm maybe knock on their door and ask them if you can read the meter...

Did that and they refused to answer the door both to me and one engineer that came around even though we knew they were in. Can't really force our way in to read the meter. :T