N-power issues for a friend

[MrsGem]

I have volunteered to be a letter writer for a friend who is having issues with N-power.

When in her old house she made arrangements to pay them with a payment card @£50 a fortnight. She says she paid them religiously but 3-4 months down the line they said there were no payments received. All these payments were in cash and she never kept the receipts (very trusting). They said they would trace the payments and send a new card which she continued paying on.

Fast forward a year or so later, she has moved house and she has letters from Moorcroft making demands and she keeps ignoring them.

Obviously The debt is in dispute so I'll be writing to Moorcroft telling them to back off but what do I request from N-power? Would it be a SAR? (in her name of course I am writing them she is posting them)

They are trying to get nearly £2000 off her and I don't think she owes anywhere near that! There was only her in the house and she works all day in a salon!

[Caspar]

Re: N-power issues for a friend

I have volunteered to be a letter writer for a friend who is having issues with N-power.

When in her old house she made arrangements to pay them with a payment card @£50 a fortnight. She says she paid them religiously but 3-4 months down the line they said there were no payments received. All these payments were in cash and she never kept the receipts (very trusting). They said they would trace the payments and send a new card which she continued paying on.

Fast forward a year or so later, she has moved house and she has letters from Moorcroft making demands and she keeps ignoring them.

Obviously The debt is in dispute so I'll be writing to Moorcroft telling them to back off but what do I request from N-power? Would it be a SAR? (in her name of course I am writing them she is posting them)

They are trying to get nearly £2000 off her and I don't think she owes anywhere near that! There was only her in the house and she works all day in a salon!

Let's take one step at a time here. Firstly what happened about the missing payments they were going to trace - have these been found? If they have, then presumably they have a record of all payments in which case, the only bit in question is how they arrive at the figure of £2000. You could try just writing and asking them first - they should be willing to give you a statement of account explaining the figure. If necessary, you still have the option of the SAR.

If they have not found the missing payments then there is a genuine dispute. I'm not totally familiar with how the card system works, but I would assume that somehow it is supposed to register the payment against a swiped card? Has she still got this card? Has she got shopkeepers who will vouch that she paid?

Obviously we need to know which way the missing payments went before we can advise properly on the next step of action, but I would be asking for a full statement of account whatever.

[leclerc]

Re: N-power issues for a friend

I have volunteered to be a letter writer for a friend who is having issues with N-power.

When in her old house she made arrangements to pay them with a payment card @£50 a fortnight. She says she paid them religiously but 3-4 months down the line they said there were no payments received. All these payments were in cash and she never kept the receipts (very trusting). They said they would trace the payments and send a new card which she continued paying on.

Fast forward a year or so later, she has moved house and she has letters from Moorcroft making demands and she keeps ignoring them.

Obviously The debt is in dispute so I'll be writing to Moorcroft telling them to back off but what do I request from N-power? Would it be a SAR? (in her name of course I am writing them she is posting them)

They are trying to get nearly £2000 off her and I don't think she owes anywhere near that! There was only her in the house and she works all day in a salon!

Where did she make the payments(post office or payzone shop)?
Does she still have the payment card(the old one rather than the new one)? Does she have a record of the payment card number?
Did she withdraw money from a bank to pay the £50.00? Or from an ATM?

The most important thing is to have the exact dates that they were paid and where there were paid so that you can establish what money has been paid and when it was paid.

As Caspar has said as well, was the original dispute resolved? That is very important as to how to progress part of this forward.
Furthermore, what is the £2000.00 made up of because 3 to 4 months payments is about £600-£800, so have npower not transferred over any balances from the previous card as well?

[MrsGem]

Re: N-power issues for a friend

Thank you for your responses, I have sent her a letter to send to Moorcroft, the usual prove it to stall them.

It's N-power we have an issue with.

She no longer has the payment card, no receipts, the payments were likely to have been made in any shop that had a payzone of which there are hundreds in the city.

She also cannot remember exact days :-( i have told her that she needs to hold onto this stuff otherwise she could really come unstuck.

The original complaint with N-power about the missing payments as far as I know was never resolved, the friend is very defeatist and gave up and buried her head (till i have rollocked her on Friday).

Her mum has said to come to an arrangement with Moorcroft and just pay them....I've persuaded her to argue.

The actual bills appear to be Gas £800 - odd and Electricity £1200 odd.

[leclerc]

Re: N-power issues for a friend

Thank you for your responses, I have sent her a letter to send to Moorcroft, the usual prove it to stall them.

It's N-power we have an issue with.

She no longer has the payment card, no receipts, the payments were likely to have been made in any shop that had a payzone of which there are hundreds in the city.

She also cannot remember exact days :-( i have told her that she needs to hold onto this stuff otherwise she could really come unstuck.

The original complaint with N-power about the missing payments as far as I know was never resolved, the friend is very defeatist and gave up and buried her head (till i have rollocked her on Friday).

Her mum has said to come to an arrangement with Moorcroft and just pay them....I've persuaded her to argue.

The actual bills appear to be Gas £800 - odd and Electricity £1200 odd.

If your friend has email then give this email a try which is the CEO of Npower.

She needs to explain the fact that she queried this issue and that a new payment card was sent out to her which she has paid faithfully with.

volker.beckers@rwe.com

[turnerburner]

Re: N-power issues for a friend

NPower really dont have a clue what they are doing. They tried giving me a £4000 bill for a year in a 2 bed flat in manchester.

I disputed it and they asked if i had a swimming pool / sunbed etc in my flat. No!! And even if i did, it wouldn't come to £4000 / year.

I stood my ground and settled at a figure of £1800 after it had gone to one of their analysts who said that there was a problem with the meter reading. Even this amount was way too much but i had to get rid of the situation as it was becoming a burden.

Anyway, after moving from that house and into a new one, NPower were the default supplier in my new flat. I called up straight away to get it moved to another supplier and in doing so told them the reasons for doing so. The telephone operator asked if he could investigate it for me. 2 weeks later i got a cheque through the post for £800.

Absolute madness! They just make stuff up and rely on people not objecting / following up on stuff.. Very annoying!