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N power nightmare any help appreciated

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  • N power nightmare any help appreciated

    Hi

    Looking for advice on a ongoing problem we are having with N power that is turning into a nightmare.

    little background, we moved into our property in the November of 2013 and agreed to take N power over with us as our supplier unfortunately at the time the meters that where installed where pre payment but we agreed with N power to have the meters changed to proper meters and be billed quarterly.

    now our actual supply start date didnt commence untill 13/12/2013 due to the meters previously being with scotish power.

    since then we went for a period of not receiving a bill for electricity or gas until august 2015 and everytime we logged onto our online account it showed us as being upto date and owing nothing . we made a number of phonecalls to complain only to be told not to worry we will get it sorted.

    in august 2015 we phoned to complain once again and received a letter apologizing and a bill for £1,140.55 for electricity and £563.46 for gas.

    on receipt of this bill we realized we where on the npower standard rob tariff for both gas and electricity and not the duel fuel that was agreed when signing up.

    so again we phoned to complain to be told we where on pre payment meters so couldn't change tarif, we advised this wasnt the case and they said they woruld investigate as obviously we couldnt be on pre pay and be being billed .

    in october we received a letter threatening court action if we didnt pay the full amount again we complained and explained that as it was there billing issue surely we could pay it off monthly as we couldn't afford to pay this in full we agreed to pay £169 per month.

    in december I once again checked online to ensure we had now been put onto correct tariff to find the account now had a £1700 credit showing on the account

    so once again we got on the phone to find out what the hel was going off and how could there be a credit ect ect we where then told that they where unable to bill for the electricity at present as when meter had been installed it hadnt been registered and they where chasing this up.

    we phoned again in January as again it hadnt been sorted and again they couldnt find the electricity account my wife asked if we could leave them as a supplier and what penalties there would be we where told none and that we would have nothing to pay as account was in credit

    so we decided to move to british gas we moved over to them on the 16th of march and phoned n power once again as received a letter apologizing for there failings and reived 2 cheques £170&£190 that had been awarded to us by them becuase of issue we had.

    we phoned N power worried about the final bill not quite believing the final bill had been wiped out to be told on 2 seperate occasions that we where £1300 in credit and they had final meter readings and will now be sending out a cheque in next few days for this amount.

    last week we phoned back to find out what was happening to be told there was no credit and infact we owed £1,041.08 my wife explained what she had been told and was told she was as good as lieing and the account had never been in credit.

    now I have once again logged onto online account and that is showing a a debit ballance of £654.63 in debit

    i have gone back through the account history and I cant make head nor tale of it as its full of bill reversals ect as follows.


    Date Activity Detail
    08/04/2016 Your bill (PDF) £293.41
    08/04/2016 Your bill (PDF) £2,075.27
    18/03/2016 Returns £169.00
    17/03/2016 Payment £169.00
    17/02/2016 Payment £169.00
    18/01/2016 Payment £169.00
    17/12/2015 Payment £169.00
    17/12/2015 Your annual summary (PDF) Your annual summary
    17/11/2015 Payment £169.00
    10/11/2015 Bill Reversal £1,964.91
    07/11/2015 Your bill (PDF) £1,964.91
    07/11/2015 Total Write Off due to late bill £550.64
    04/11/2015 Bill Reversal £1,704.01
    20/10/2015 Payment scheme set-up letter (PDF) Payment scheme set-up letter
    11/10/2015 Government Electricity Rebate £12.00
    10/09/2015 Bill Reversal £34.48
    10/09/2015 Bill Reversal £47.24
    07/09/2015 Your bill (PDF) £47.24
    07/09/2015 Your bill (PDF) £34.48
    17/08/2015 Bill Reversal £1,704.01

    Date Activity Detail
    17/08/2015 Bill Reversal £103.51
    17/08/2015 Your bill (PDF) £1,704.01
    04/07/2015 Your bill (PDF) £103.51
    03/07/2015 Total Write Off due to late bill £386.45
    03/07/2015 Your bill (PDF) £1,704.01
    09/06/2015 Manual Posting £50.00
    09/06/2015 Transfer £23.00
    09/06/2015 Transfer £21.32
    09/06/2015 Bill Reversal £180.15
    09/06/2015 Bill Reversal £82.83
    09/06/2015 Bill Reversal £117.88
    09/06/2015 Bill Reversal £183.47
    06/06/2015 Your annual summary (PDF) Your annual summary
    27/05/2015 Your bill (PDF) £183.47
    27/05/2015 Bill Reversal £172.43
    07/04/2015 Your bill (PDF) £172.43
    06/01/2015 Your bill (PDF) £117.88
    16/12/2014 Your annual summary (PDF) Your annual summary
    15/12/2014 Your bill (PDF) £82.83
    24/11/2014 Bill Reversal £82.83
    4/11/2014 Your bill (PDF) £82.83
    16/09/2014 Transfer £5.36
    03/07/2014 Your bill (PDF) £180.15
    13/12/2013 Supply Start Date Letter (PDF) Supply Start Date Letter
    12/11/2013 Supply Start Date Letter (PDF) Supply Start Date Letter
    16/10/2013 Welcome letter (PDF) Welcome letter
    Welcome booklet (PDF, 1.19MB) Welcome booklet
    Terms and Conditions Terms and Conditions
    16/10/2013 Welcome letter (PDF) Welcome letter
    Welcome booklet (PDF, 1.19MB) Welcome booklet
    Terms and Conditions Terms and Conditions

    but some of the billing dates above do not corespond with billing dates on this summary for same account

    08/04/2016 Your bill (PDF) £293.41
    08/04/2016 Your bill (PDF) £2,075.27
    17/12/2015 Your annual summary (PDF) Your annual summary
    07/11/2015 Your bill (PDF) £1,964.91
    07/09/2015 Your bill (PDF) £47.24
    07/09/2015 Your bill (PDF) £34.48
    17/08/2015 Your bill (PDF) £1,704.01
    04/07/2015 Your bill (PDF) £103.51
    03/07/2015 Your bill (PDF) £1,704.01
    06/06/2015 Your annual summary (PDF) Your annual summary
    27/05/2015 Your bill (PDF) £183.47
    07/04/2015 Your bill (PDF) £172.43
    06/01/2015 Your bill (PDF) £117.88
    16/12/2014 Your annual summary (PDF) Your annual summary
    15/12/2014 Your bill (PDF) £82.83
    04/11/2014 Your bill (PDF) £82.83
    03/07/2014 Your bill (PDF) £180.15

    the final bill reads as such

    Amount left to pay from your previous bill £926.86
    What you paid on the 17 November 2015 £169.00
    What you paid on the 17 December 2015 £169.00
    What you paid on the 18 January 2016 £169.00
    What you paid on the 17 February 2016 £169.00
    What you paid on the 17 March 2016 £169.00
    Total cost of energy used £2,075.27
    Cancelled bill on 3 July 2015 to be added to amount left to
    pay £386.45
    Cancelled bill on 7 November 2015 to be taken off amount
    left to pay £1,964.91
    to be added to amount left to pay £169.00

    Total to reach us by 22 April 2016 £747.67

    but received a further bill on friday

    Amount left to pay from your previous bill £747.67
    Total cost of energy used £293.41
    Total to reach us by 22 April 2016 £1,041.08

    yet online account still says £600 odd in debit.

    can anyone please shed light on what the hells going off and my best way of complaining about this as ive gone from having no bills at all to owing £1700 to being £1700 in credit to geting a £1300 refund back to owing £1041.08 yet online system saying I owe £600

    all help and advice appreciated
    Tags: None

  • #2
    Re: N power nightmare any help appreciated

    Good morning, welcome to LB.

    A glaring error stand out above all else, you have been telephoning a customer (dis) service department ( it seems NP as with the other energy companies) that has no actual power and no real knowledge of their customers requirements.
    The well proven way of dealing with this type of problem is a " FORMAL COMPLAINT " to the CEO this allows the recipient 56 days to fully investigate and respond to the complaint.

    Failure to adequately deal with the complaint opens the door to making complaints to the relevant regulators / ombudsman service.


    I wouldn't even try to reconcile that " rats nest" of figures I doubt the person who produced them understands them it's just a " computer says" situation i.e. so it must be right.

    nem

    Comment


    • #3
      Re: N power nightmare any help appreciated

      Hi

      Had nearly the same problem with n-power over the years ( there is more than one supply registered at my home and they register my workshop as a home ).

      Ringing them is a waste of time, and just delays things ( but does hold off any action )
      Complaining does work, eventually,
      Email with exact complaint/issue details works, and email the CEOs officer, not the complaint dept.

      Further, they just sent me a check for £ 160 to say sorry for not billing me properly ( just ring them and tell them you didn't have accurate bills over the period )
      crazy council ( as in local council,NELC ) as a member of the public, i don't get mad, i get even

      Comment


      • #4
        Re: N power nightmare any help appreciated

        CEO email http://www.ceoemail.com/s.php?id=b-9...ef%20Executive

        Mr Paul Coffey Chief Executive
        Email paul.coffey@rwenpower.com
        Telephone 01793 877777
        Switchboard 01793 877777
        Fax 01793 892525
        Website http://www.npower.com
        Personal Twitter @energy2live4
        Debt is like any other trap, easy enough to get into, but hard enough to get out of.

        It doesn't matter where your journey begins, so long as you begin it...

        recte agens confido

        ~~~~~

        Any advice I provide is given without liability, if you are unsure please seek professional legal guidance.

        I can be emailed if you need my help loading pictures/documents to your thread. My email address is Kati@legalbeagles.info
        But please include a link to your thread so I know who you are.

        Specialist advice can be sought via our sister site JustBeagle

        Comment


        • #5
          Re: N power nightmare any help appreciated

          I personally wouldn't bother complaining to the CEO, your supplier has had ample oportunities to correct things. Try speaking to Ofgem (the regulator). They have a compliance unit and will give you correct advice and if necessary speak to your provider.

          Comment


          • #6
            Re: N power nightmare any help appreciated

            You have to give the company an opportunity to deal with the complaint, but if/when they reject the complaint (or when 56 days have passed), take it to the ombudsman

            https://www.ombudsman-services.org/energy.html

            rich23121955 : You seem to have a good case.

            Comment


            • #7
              Re: N power nightmare any help appreciated

              Just for clarity this is Npower's Complaints Procedure

              If you decide to ombudsman services energy the please make sure you keep records of all emails and things you post on the portal. I have had major problems with ombudsman services communications and they were totally useless and breached their Terms of Reference and other guidelines.

              Comment


              • #8
                Re: N power nightmare any help appreciated

                Originally posted by AndyAndroid View Post
                I personally wouldn't bother complaining to the CEO, your supplier has had ample oportunities to correct things. Try speaking to Ofgem (the regulator). They have a compliance unit and will give you correct advice and if necessary speak to your provider.
                It's a well proven method of getting thing done efficiently, regulatory bodies prefer that those making complaints have exhausted the company complaints system.

                nem

                Comment


                • #9
                  Re: N power nightmare any help appreciated

                  thanks for the advice sorry i haven't logged in but been busy at work.

                  The complete level of incontinence by them over the entire period we have been with them coupled with the fact that ive gone from from being told I was getting a rebate to now owing them a substantial amount of money has actually got me drawing a blank on to how to structure the complaint and more importantly what i should aim for as a reasonable resolution.

                  I dont want it to sound like the complaint is purely about the rebate I was promised on 3 separate occasions but I also don't want to leave it out, from there figures it does look like I do owe £600+ but i dont trust the accuracy of there figures and why my online account showed different credit amounts.

                  the last person I spoke to before being told I owed them money said they didnt want to issue the cheque for £1300 as it was probable i was owed more once the final billing had been worked out so even on there system prior to final readings I was showing as being 100% up to date and in credit.

                  ive red horror stories of n power using private ballifs and seeking ccjs myself and wife have been working hard last 2 years to clear our credit file and save for a deposit to get a mortagage to exercise our right to buy and the above would put a major set back to this but I cant afford to pay what they are asking in the time frame they have given

                  Comment


                  • #10
                    Re: N power nightmare any help appreciated

                    There is also a little industry requirement that states that if there has been billing errors that are the fault of the supplier and not the consumer then they can only bill for the last 12 months. Don't know the reference, it's just something that I remember.

                    Comment


                    • #11
                      Re: N power nightmare any help appreciated

                      Originally posted by rich23121955 View Post
                      thanks for the advice sorry i haven't logged in but been busy at work.

                      The complete level of incontinence by them over the entire period we have been with them coupled with the fact that ive gone from from being told I was getting a rebate to now owing them a substantial amount of money has actually got me drawing a blank on to how to structure the complaint and more importantly what i should aim for as a reasonable resolution.

                      I dont want it to sound like the complaint is purely about the rebate I was promised on 3 separate occasions but I also don't want to leave it out, from there figures it does look like I do owe £600+ but i dont trust the accuracy of there figures and why my online account showed different credit amounts.

                      the last person I spoke to before being told I owed them money said they didnt want to issue the cheque for £1300 as it was probable i was owed more once the final billing had been worked out so even on there system prior to final readings I was showing as being 100% up to date and in credit.

                      ive red horror stories of n power using private ballifs and seeking ccjs myself and wife have been working hard last 2 years to clear our credit file and save for a deposit to get a mortagage to exercise our right to buy and the above would put a major set back to this but I cant afford to pay what they are asking in the time frame they have given
                      Hello rich,

                      This is the age old problem of dealing with customer (dis) service departments of utility companies they seem to know little and careless!!

                      Be firm state that you have been promised a rebate, relate all that has been said/done/not done in a Formal Complaint to their CEO.

                      nem

                      Comment

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