Npower messed up my bill - but keep sending threats!

ChuckleVision_2

I'm having major problem with Npower.

I moved into my property in March this year, and it had a pre-payment electric meter. The first thing I did was to get this meter replaced (which took months). The top up card had Npower on the front so I assumed that the electric was with them. They said they would replace the meter, and changed my supplier to them with out explaining that we weren't actually with them already.

It was not possible to go into debt on the pre-payment meter but Npower claim there was a debt £80 ish debt on the meter (after I called them when I noticed the bill was a tad too high).

I have called them about 10-20 times. Most of the time their systems are down. On four occasions they have said that they will put my account on hold and investigate, and I even have this writing from them - but I am still getting threatening letters saying I must pay my bill.

The latest letter says they have the right to enter my property to turn of the electric :mad:

They say the same thing every time I ring up. It has been logged on their complaint system, I've emailed them, I've even had a call saying someone is looking into it - but I still get threatening letters. It seems I have no power against them.

Mum2Princess

Afraid I dont have any advice or anything, but just thought I'd say that a prepayment can have a debt on it. If the previous occupiers were behind on direct debit payments then Npower could have switched them to the meter and deduct an amount weekly to clear the debt.

Terrylw1

Hi,

Did they issue you a new card? If you were not supplied by them and they had to register you, that card may be linked to the previous tenants account. That means that your payments may have gone astray.

On your bills from Npower, can you see any of those top ups you made? If not, they have gone missing and Npower need to locate them.

If payments have been made to the wrong Supplier, they can be transferred.

It must have happened after you transferred as it's not possible to transfer debts from one Supplier to another with PP meters, unless the Supplier has agreed you are under a threshold they are willing to pay for.

You can also go into debt on PP meters if they don't get recalibrated for price rises. However, I suspect that it not your issue.

It sounds like you need someone to help you here. I can't say anymore without further infromation.

However, I think you should contact Energywatch to make a complaint. they will liaise on your behalf with your Supplier to get this resolved quickly.

See this link:

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


EDIT: Amended part in red

shuggs

sorry posted on wrong page, terryw1 b gas does allow you to transfer debts from pp meters as long as its under £100.

Terrylw1

shuggs wrote: »

sorry posted on wrong page, terryw1 b gas does allow you to transfer debts from pp meters as long as its under £100.

Cheers. Amended part of the post.

Had a look into this further as I'm a bit behind on this policy!

£100 has been urged by Ofgem, however £150 is ok by some Suppliers. Worth noting that this has not been made a licence condition though so Ofgem have no ability to enforce it and Suppliers can pull the plug whenever they wish. Does also mean they can raise it as well which is good without all the industry red tape.