nPower - Advice on bullying please

cglaurie

First time posting, please excuse the length I will try and consolidate a rather convoluted story thus far.

We moved into a property on 5/10/2019. The outgoing tenant informed us that they had let nPower know they were moving so we didn't pursue contacting them as we assumed a 'to the tenant' letter would arrive and we could go from there. That letter never arrived. Some correspondence to the old tenant came but legally we just handed that on. By the time we thought actually we should sort this out as it clearly isn't getting done, nPower tried charging us 'deemed rates' for the period between (it was January by the time we got through to anyone sensible). Since then I have been arguing that their deemed rates are basically extortion and that has meant the deemed rates have accumulated and as we haven't made any kind of payment as yet, they have passed us onto their debt collection muppets in Glasgow.
I thought we were getting somewhere recently when they agreed to backdate contract rates, as long as we agreed to sign up to a 12-month contract. In the end I said, fine give me a ring, which they said they would do. No phone call for a couple of days, and now an email saying the offer has been withdrawn and I owe them full deemed rates right through. What the fudge! This is even more ridiculous since they were taking 2-3weeks to reply to my emails and then suddenly they withdraw an offer within days, after no phone call, answerphone message etc.
I have started an ombudsman complaint but have read some forum posts that this may end up with more of the same "power heavy" bullying.
I am at a loss now, my faith in humanity at an all time low. How can these people sleep at night? Any advice would be gratefully received, I am worried now that I will have to fight further, in court etc. Is there anything I can do?

PS. I find it odd that they haven't threatened to 'cut us off' or is this behaviour a thing of the past?

JJ_Egan

You moved in to a new property and are then in a deemed contract with the existing supplier .

You contact them and are then free to move .

See multiple identical posts .

stewie_griffin

You shouldn't have relied on what the previous tenant told you and phoned them as soon as you moved in to set up an account. As you didn't you've entered in to a deemed contract with npower and they've quite rightly billed you on the relevant tariff.

As an aside the majority of npower employees will soon be losing their jobs when the accounts start to migrate over to e.on, so probably don't really care that much.

cglaurie

Thanks both. Disappointing to hear that we've potentially made a big faux pas. Whats more disappointing and frustrating is that the whole thing was so close to being sorted and they appear to have just twisted the knife at the last minute.

For what its worth any time we've moved in the past we've received 'to the new tenant' letter and its all been gravy. Is there any merit in continuing with my dispute (I kinda feel like I'm at the point of no return, having got this far!) ?

dj1471

You should have contacted nPower straight away to get an account setup and change tariff, I’m afraid you’re the one to blame for you being on the deemed tariff for so long. Their customer service hasn’t been great, which is worth a formal complaint and might get you a goodwill gesture, but otherwise you owe them the money.

Robin9

Just for interest  - tell us what the extortion deemed tariff rates were please and what tariff they did offer you. 

cglaurie

I feel as if you are mocking me @Robin9 so I'm going to choose not to answer that. Again, thanks for your not so friendly input.

cglaurie

Thanks @dj1471

MothballsWallet

cglaurie said:

I feel as if you are mocking me @Robin9 so I'm going to choose not to answer that. Again, thanks for your not so friendly input.

If you were to answer @Robin9's questions, I'm sure their offer to help you is genuine.

Talldave

Don't take it personally!  You're the latest in a very long line of people with the same predicament.  I suspect you wanted sympathy,  but you have been a bit sloppy in your approach.  Did you get broadband and food delivered for six months without handing over a penny?
I loathe npower with a vengence so when I find they're the incumbent supplier at a new property,  I sign up immediately then leave. 
You messed up; pay up, in full, immediately and switch.  The prospect of not being an npower customer is the silver lining in this cloud. 

Robin9

I'm not mocking you - just asking you to realize the cost of your error and the consequences of digging your heels in.
For me nPowers electric latest online is £650 pa ; its standard £780  - yes there is a penalty for delaying the switch - but that's (in my opinion) not extortionate - for me I expect to payless than nPower  about £608.

Accept a compo payment of £25 and move on. Settle your debt and switch.

PS I'm out