Npower closed our account!

Littlemiss-lotsofdebt

Just before Christmas we received a letter from Npower addressed to someone else, I'll call her Mrs XYZ followed by our full address, welcoming them to Npower. We're with Npower for gas and electric and this person has never lived here prior to us, so I emailed them to let them know (I did try calling and spent 30 minutes in a queue). Anyway, they acknowledged the e-mail by an automated reply, and I thought that was the end of it.

Yesterday, we received a letter from NPower addressed to OH (accounts are in his name) saying that as requested, they had closed our account?! OH spent 30 minutes on the phone to them, and it transpires that whoever this Mrs XYZ in the original letter was, had sent a letter to Npower with our address on it closing our gas account.

OH questioned this as surely only letters and communications from him should close the account but they couldn't seem to answer that and didn't seem the slightest bit concerned. I would like to send a complaint letter in, not to gain compensation, but to ask them to review their processes. Are Npower in breach of anything that I can quote in the letter?

Thanks.

hollydays

Have you spoken to a Manager yet?
It would be interesting to see what a Manager would say if he asked them to send him a copy of the letter..
If they refuse and quote Data Protection laws-they would be admitting the letter wasnt from him.
I think they are severely confused.

Littlemiss-lotsofdebt

Not spoken to a Manager, but would you believe this morning we've now had another letter from Npower addressed to 'The Occupier' saying welcome to your new house and letting them know they supply our gas and electric. Yes,we know that your morons we've been using you for 6 years! :mad:

It seems they have no idea who we are and who lives where!

Any advice on what to put in the complaint letter?