Npower Threats

moran73

i need some advice on a matter:

i changed to Npower in the summer as they were cheaper than scottish power - i was paying £35 for gas and £40 for electric.

my heating is gas.

a few weeks ago i received a letter from Npower stating that due to the season my electric would go up to £58 a month from the next instalment - which was the following week.

i cancelled my dd and emailed them asking them how they had worked this out when a)my statements show me as in credit on each bill b)my heating is gas but that didnt increase. that was 24/11 and i still have received no reply.

i went to uswitch on the same day and moved over to EDF - i have had confirmation that my gas has switched but Npower are blocking my electric move as they say i still owe them £159 - part of my email asked them how they had reached this figure when i was always in credit.

yesterday i received a letter stating that if i do not pay in the next 7 days they will come and cut me off on 10/12.

i went to their site and filled out a complaint but from what i have read elsewhere i dont hold out much hope of a reply.

can they do this? i plan to ring them tonight and have no intention of paying them a penny until i have my issue dealt with in writing but am scared that they will cut me off in the meantime.

does anyone have any similar experience that they can share with me?

olly300

Don't bother ringing Npower just yet.

First ring energywatch on 08459 06 07 08 Explain to them that NPower want to cut you off within 7 days for:
1. Cancelling a direct debit
2. Trying to switch supplier
And they have put a block on you switching supplier so you are still one of their customers as you apparently owe them money. This last point is important. Make it clear to the adviser you are extremely stressed with the threat of being cut off before NPower sorts out your query.

Then after you have spoken to energywatch write to NPower at:
PO Box 93
Peterlee
SR8 2XX

Make sure your letter has the title "formal complaint", explain that you have spoken to energywatch and explain concisely what they advise you to do.

moran73

thanks for the advice - i'll do that this evening - what about the amount they say i owe them too? can i ring Npower and advise them of what Energywatch said?

olly300

You may have to phone energywatch in office hours there is no information on their site about when you should contact them.

I wouldn't bother phoning NPower and telling them what energywatch said as you will be speaking to a customer service advisor who won't have the authority to do anything.

If you write to them then someone more senior will have to sort the issue out plus you have evidence if you later need it that NPower were told they were acting in a way that contravenes there code of conduct. All utility suppliers have to take steps to get the debt paid off i.e. offer repayment plans they can't just cut you off.

moran73

thank you very much for the sterling advice and putting my mind at rest

i rang energywatch and they transferred me to npowers senior complaints dept and we have come to an arrangement with no visitors or cut offs

thanks again

Terrylw1

Hi,

On the back of your bill there is a Customer Relations dept at the address Olly stated.

They are the point of contact for all Energywatch complaints. So, you could write to them and EW.

EW are an office hours place but you can also submit via email to them.

Sounds like a chaser letter to me. Npower (and many utilities) use fairly stern letters that state they will disconnect when in actual fact, they won't. It's just a scare tactic to get you to call and pay up. They can easily put a halt on your debt stage if you have a billing query.

Here is the link for EW for a complaint:

http://www.energywatch.org.uk/help_and_advice/how_we_can_help/make_a_complaint/index.asp

Your Supplier has to estimate your projected winter quarter based on data they hold on their systems. Don't assume that this is linked to your DD payments, it's linked to your usage itself. So, have they been billing based on firm readings from a meter reader or you? If not, estimates can push your DD up incorrectly so get a reading into them.

Sometimes DD projections are too high anyway so it could be an error. They may have not used your credit in the calculation.

Having a credit on your account does not mean they won't raise it as your credit may not be enough to cover your projected usage. Per Ofgem, they also have a duty of care not to put you in debt due to underpayment.

How are you in debt for £159? Does that show on your bill? If not, you are not in debt at all and they are blocking your transfer incorrectly. Check your bill before you complain to Energywatch because they are going to ask you this.

The fact that you are getting chaser letters for £159 debt means either a) you have a missing bill and because you have cancelled your DD you are now in debt as you haven't paid when you got the bill or b) it's some sort of error or your meter may be catching up on an under estimation.

It's difficult to say without more information but it seems there is more to this case than in your post. If you can check your bill and post, maybe we can offer more help.

EW will assure you that they will remain in power, however they will not put off your Supplier's methods to chase if they find that you do actually owe this. They will also support their switch objection. So, see what you can find on your bill first as this doesn't add up.

stimpo

The Rights of Entry letter will be the first letter that will have been sent to the OP.

A red reminder will have been sent firstly.

Please note I say sent, rather than recieved. Contrary to some customers thoughts, electric and gas suppliers do not control the Post Office.

Terrylw1

Yeah good point Stimpo. It's worth noting that a lot of post has gone missing (or it still to be sifted) from Oct's strikes.

stimpo

and that isnt the suppliers fault.

Ive had a few arguements with customers who blame the supplier for lost post. Its as if they expect us to push the post theough their door personally.

Remember, the only letters that will be pushed through your door by hand will be a letter of intent on the PDV visit and the letter left on warrant execution (and that may not even be put through your door if your locks are changed)

Terrylw1

Yeah, I know exactly what you mean. Some people on this forum have been saying the same but at the end of the day the customer can't even prove they haven't had it. When you are talking about debt chasing letters it's very possible the customer is blagging on the missing mail bit as well.

stimpo

Terrylw1 wrote: »

Yeah, I know exactly what you mean. Some people on this forum have been saying the same but at the end of the day the customer can't even prove they haven't had it. When you are talking about debt chasing letters it's very possible the customer is blagging on the missing mail bit as well.

Thats the general assumption, and something I hear everyday. Infact I fear I may be speaking to the OP fairly soon