npower - sheer incompetence

There's been an update applied to my online account where I logged the complaint with the EO. I made a resolution proposal for npower to clear the £97.75 on the account as full and final resolution of the complaint. The EO's update is that this proposal is being issued. I'm not sure if I could've perhaps asked for more, but it's a step in the right direction at least.

Great news - I've won the case without any dispute from npower! :j

The EO has reviewed the evidence and ruled in my favour. The proposed resolution is credit of £97.75 to clear the outstanding balance as a gesture of goodwill and a letter of apology. I'm really pleased with the outcome and that the whole issue is finally over for good. I can now switch to a cheaper supplier and start again.

I can't believe it but it's happened again.

My dual-fuel account has been messed up again - separate account number for electricity which is now apparently on a PAYG meter, someone else's payments and meter readings. It's a mess.

Can I go straight back to the EO or do I need to log a new complaint with npower and reference the previous complaints? This is the final straw.

Update: I spoke to the EO this morning and asked for their advice. They're classing this is as a failed remedy and failed investigation, so the case is being re-opened and it'll be escalated. I'll hear from the EO in a few days. In the meantime I'll contact npower to raise a complaint and refer to the most recent complaint which was escalated to the EO. Then when npower provides a reference number, I'll pass this along with my evidence to the EO.

The EO has ruled in my favour, again.

The investigating officer said he is not satisfied the complaint has been dealt with correctly. npower took no further steps to resolve this issue, as he would have expected. There was a lack of ownership of my complaint, which resulted in me escalating the complaint to Ombudsman Services causing further delays and inconvenience.

Following his investigation of my complaint, his decision requires npower to:

• issue letter of apology for any inconvenience caused;
• provide confirmation that npower have arranged for electricity metering details to be amended by local Meter Operator to show credit meter at site and not a prepayment meter;
• provide confirmation that once MOPs (Meter Operators) have amended to show the credit meter msn 1368974 is still at site address and not removed then npower will arrange a revised bill for energy from 21 July 2016 onwards; and
• provide an additional £50.00 goodwill to account.

He mentioned that npower will arrange for a revised bill to be produced from 21st July 2016 onwards. As the matter was previously resolved, my account should've been correctly billed up until the point where the issue reoccurred on 17th June 2018.

I was recently billed for period from 2nd February 2018 to 25th April 2018, with a debit which I cleared. A Direct Debit of £61 was taken on 8th May 2018, and another of £32 was taken on 6th June 2018. Therefore, my account should be £93 in credit. The issue in question reoccurred on 17th June 2018 - I asked if npower would be able to bill me from the date I was last billed (25th April 2018), rather than produce a new bill from 21st July 2016. The investigating officer said a new bill would be produced and I can raise any questions should I need to do so.

As soon as a new bill has been produced, I'm switching supplier.