calling other npower customers.
Discussion
civicduty said:
I have just had the double e-mail from First Utility saying we are now your Gas and Electricity supplier so I guess it is, N Power, your move, impress me or at least don't piss me off.
You should receive your final bill in about 9 months time, usually a "wtf how can it be that expensive" bill that they have plucked from their arse.
dazwalsh said:
You should receive your final bill in about 9 months time, usually a "wtf how can it be that expensive" bill that they have plucked from their arse.
Alternatively as when no 1 daughter left her flat at the end of uni. Given correct final reading. NP Here is your final bill and a cheque for 60 quid that we owe you.
Months later.
NP err we screwed up, you now owe us 54 quid.
So the latest episode.
They deleted all my and their readings of the new meter off my account on their website. Tell me they're sending someone out to read the meter.
Give them a call to see what's happening and it clear they couldn't navigate their way out of a paper bag. Give them a defined period of time to sort it. Time expires nothing happening so initiated complaint on the lack of billing and poor responses.
They send me an annual summary which is a work of fiction. Later arrives a bill which is another load of tripe and when dig into it and back onto my account can see that they have now entered some completely fictitious readings of the old meter dated two months after it was removed.
Can see this ending up at ombudsman.
On the good side they appear to think I'm nearly 800 quid in credit as opposed to several grand in debt. Neither of those is correct, based on my readings currently the direct debit is about 100 or so behind actual usage.
They deleted all my and their readings of the new meter off my account on their website. Tell me they're sending someone out to read the meter.
Give them a call to see what's happening and it clear they couldn't navigate their way out of a paper bag. Give them a defined period of time to sort it. Time expires nothing happening so initiated complaint on the lack of billing and poor responses.
They send me an annual summary which is a work of fiction. Later arrives a bill which is another load of tripe and when dig into it and back onto my account can see that they have now entered some completely fictitious readings of the old meter dated two months after it was removed.
Can see this ending up at ombudsman.
On the good side they appear to think I'm nearly 800 quid in credit as opposed to several grand in debt. Neither of those is correct, based on my readings currently the direct debit is about 100 or so behind actual usage.
dazwalsh said:
You should receive your final bill in about 9 months time, usually a "wtf how can it be that expensive" bill that they have plucked from their arse.
Oh how true. It's only taken them 6 months in our case though, but was a suitably ridiculous amount. All caused, apparently, by EON not sending them the final readings when we switched.I wonder how many people get the final bill and just pay it? Must be making them a fortune!
Dont know how complicated it is for you but I take each and every reading of both gas and electric once every month. I therefore know how many units I have used, I know the rate per unit I am paying and also how to work out the gas conversion and standing charge. I then enter all this onto a spreadsheet.
I know to the penny what each and every bill should be and if theirs doesn't match mine it doesn't get paid until it does. Even though it's a bit sad you need to make time to do things like this or you WILL have your pants pulled down by somebody.
I know to the penny what each and every bill should be and if theirs doesn't match mine it doesn't get paid until it does. Even though it's a bit sad you need to make time to do things like this or you WILL have your pants pulled down by somebody.
stuart313 said:
Dont know how complicated it is for you but I take each and every reading of both gas and electric once every month. I therefore know how many units I have used, I know the rate per unit I am paying and also how to work out the gas conversion and standing charge. I then enter all this onto a spreadsheet.
I know to the penny what each and every bill should be and if theirs doesn't match mine it doesn't get paid until it does. Even though it's a bit sad you need to make time to do things like this or you WILL have your pants pulled down by somebody.
This is what I do, though it's difficult to find out the accurate gas conversion ratio unless you have a bill, without that only possible to do an estimate. Can get close but not to the penny when they haven't provided a bill in a year.I know to the penny what each and every bill should be and if theirs doesn't match mine it doesn't get paid until it does. Even though it's a bit sad you need to make time to do things like this or you WILL have your pants pulled down by somebody.
But in essence with a spreadsheet and regular readings it's easy to keep track. So why do these muppets get it so wrong when it's their job?
But as you say it's sad that you have to do this and take time to protect yourself from incompetent organisations, e.g. DVLA. At one time people taking this amount of detail record keeping would have been laughed at as exhibiting OCD or similar but it's just common sense self protection.
Have just come across this thread following some strange goings on with my account. Not as serious as some of the issues some of you chaps are having but odd i think. I'm trying to understand why it appears on the website when I log on that Im so heavily in credit. Ive been there a year and have submitted only a couple of readings. Again, never get bills but assumed all was fine as my payments were still going out. I recently had a request for a reading which I uploaded to the website last week. Now it appears Im suddenly £1025 in credit. I rang and spoke to them and the lady said thats not the case but I'm £168 in credit which is good because it will keep my bills lower in the winter. Im quite confused.
The bill reversals are what screws it up. You have several for whatever reason presumably when Mr Arse rediscovers Mr Elbow it will be sorted out.
Update on mine, the complaints team are going to reverse my latest bill and then get the metering complaints team to sort it out.
But seeing as the metering team seem to think that a meter that actually went in Sept 14 with a reading of 0000 shows on their system as going in May 15 with a start reading of 1300+ , then that's going to be interesting. Obviously pointed out their error as being honest but if they decide to supply over 1300m^3 foc then I won't complain.
Update on mine, the complaints team are going to reverse my latest bill and then get the metering complaints team to sort it out.
But seeing as the metering team seem to think that a meter that actually went in Sept 14 with a reading of 0000 shows on their system as going in May 15 with a start reading of 1300+ , then that's going to be interesting. Obviously pointed out their error as being honest but if they decide to supply over 1300m^3 foc then I won't complain.
Finally a resolution.
To cut a very long story short as posted in another thread in SP&L have learnt some things.
Ringing up a customer advisor and saying you want to complain does not actually start a complaint.
Neither does filling out the online form, apparently.
Nor does filling out another online form updating the earlier complaint form.
Nor does actually calling up the complaints team number if you happen to end up with the wrong complaints team after going through their automated switchboard "Press 1 to shoot yourself in the face" malarkey.
No you have to end up talking to the correct complaints team apparently. If you don't you're fecked, as with a few notable exceptions they don't appear to talk to each other. Did you know that as I didn't. Because I had a billing problem I shouldn't have been talking to the billing complaints, nope should have been metering complaints team as the billing problem arose from a metering issue, which is what had been telling them all along. You'd think somebody would cotton on and tell you, or at least figure out and transfer you. This is finally what happened.
Anyway having figured this out, making it quite clear that I have the records to back everything up, including time and gps stamped photos of readings. Having got an agreed start date for the 8 week countdown when I could go to OFGEM if not resolved, THEN they registered the complaint and got their collective arses in gear.
Sorted out the metering and billing. Just the annual review of direct debit amount to do. But it's pretty near to spot on anyway as things stand.
Hopefully there will be no post script as they still got it a little bit wrong but frankly near enough and can't be arsed to carry on, plus they're doing themselves out of about 2 quid. No doubt will now get court proceedings over that. :sigh:
To cut a very long story short as posted in another thread in SP&L have learnt some things.
Ringing up a customer advisor and saying you want to complain does not actually start a complaint.
Neither does filling out the online form, apparently.
Nor does filling out another online form updating the earlier complaint form.
Nor does actually calling up the complaints team number if you happen to end up with the wrong complaints team after going through their automated switchboard "Press 1 to shoot yourself in the face" malarkey.
No you have to end up talking to the correct complaints team apparently. If you don't you're fecked, as with a few notable exceptions they don't appear to talk to each other. Did you know that as I didn't. Because I had a billing problem I shouldn't have been talking to the billing complaints, nope should have been metering complaints team as the billing problem arose from a metering issue, which is what had been telling them all along. You'd think somebody would cotton on and tell you, or at least figure out and transfer you. This is finally what happened.
Anyway having figured this out, making it quite clear that I have the records to back everything up, including time and gps stamped photos of readings. Having got an agreed start date for the 8 week countdown when I could go to OFGEM if not resolved, THEN they registered the complaint and got their collective arses in gear.
Sorted out the metering and billing. Just the annual review of direct debit amount to do. But it's pretty near to spot on anyway as things stand.
Hopefully there will be no post script as they still got it a little bit wrong but frankly near enough and can't be arsed to carry on, plus they're doing themselves out of about 2 quid. No doubt will now get court proceedings over that. :sigh:
My dear old Mum has now been threatened with court action from NPower solicitors..
NPower never used the gas reading provided by OVO Energy, but decided to use the electricity readings given at the same time.
They 'plucked a figure out of their arses' and billed her for the gas based on that. She still hasn't reached that usage even though we're 5 months down the line!
I've followed-up every letter with a phone call to their customer services and we still get here. I'm tempted to instruct a solicitor to deal with them and claim some costs.
NPower never used the gas reading provided by OVO Energy, but decided to use the electricity readings given at the same time.
They 'plucked a figure out of their arses' and billed her for the gas based on that. She still hasn't reached that usage even though we're 5 months down the line!
I've followed-up every letter with a phone call to their customer services and we still get here. I'm tempted to instruct a solicitor to deal with them and claim some costs.
Lotus Notes said:
My dear old Mum has now been threatened with court action from NPower solicitors..
NPower never used the gas reading provided by OVO Energy, but decided to use the electricity readings given at the same time.
They 'plucked a figure out of their arses' and billed her for the gas based on that. She still hasn't reached that usage even though we're 5 months down the line!
I've followed-up every letter with a phone call to their customer services and we still get here. I'm tempted to instruct a solicitor to deal with them and claim some costs.
I would try a letter before action threatening to counter suing them for harrassment aimed straight at their solicitors, with full explanation of the problem. Mention is your mother she is elderly etc.NPower never used the gas reading provided by OVO Energy, but decided to use the electricity readings given at the same time.
They 'plucked a figure out of their arses' and billed her for the gas based on that. She still hasn't reached that usage even though we're 5 months down the line!
I've followed-up every letter with a phone call to their customer services and we still get here. I'm tempted to instruct a solicitor to deal with them and claim some costs.
Bloody incompetent morons as far I can see from internets. Wouldn't touch with a barge pole.
FiF said:
Finally a resolution.
To cut a very long story short as posted in another thread in SP&L have learnt some things.
Ringing up a customer advisor and saying you want to complain does not actually start a complaint.
Neither does filling out the online form, apparently.
Nor does filling out another online form updating the earlier complaint form.
Nor does actually calling up the complaints team number if you happen to end up with the wrong complaints team after going through their automated switchboard "Press 1 to shoot yourself in the face" malarkey.
<snip>
With regards to the above - I found that you get through a lot faster to a human being if you choose the "make a payment" option To cut a very long story short as posted in another thread in SP&L have learnt some things.
Ringing up a customer advisor and saying you want to complain does not actually start a complaint.
Neither does filling out the online form, apparently.
Nor does filling out another online form updating the earlier complaint form.
Nor does actually calling up the complaints team number if you happen to end up with the wrong complaints team after going through their automated switchboard "Press 1 to shoot yourself in the face" malarkey.
<snip>
Edited by Countdown on Friday 5th June 23:23
Pheo said:
Lotus Notes said:
My dear old Mum has now been threatened with court action from NPower solicitors..
NPower never used the gas reading provided by OVO Energy, but decided to use the electricity readings given at the same time.
They 'plucked a figure out of their arses' and billed her for the gas based on that. She still hasn't reached that usage even though we're 5 months down the line!
I've followed-up every letter with a phone call to their customer services and we still get here. I'm tempted to instruct a solicitor to deal with them and claim some costs.
I would try a letter before action threatening to counter suing them for harrassment aimed straight at their solicitors, with full explanation of the problem. Mention is your mother she is elderly etc.NPower never used the gas reading provided by OVO Energy, but decided to use the electricity readings given at the same time.
They 'plucked a figure out of their arses' and billed her for the gas based on that. She still hasn't reached that usage even though we're 5 months down the line!
I've followed-up every letter with a phone call to their customer services and we still get here. I'm tempted to instruct a solicitor to deal with them and claim some costs.
Bloody incompetent morons as far I can see from internets. Wouldn't touch with a barge pole.
They get 40 days to resolve to your satisfaction or else you can take it to the Ombudsman who will almost certainly rule in your mother's favour, NPower are bound by their decisions. It's free and is the process they will recognise, if you threaten legal action the CSA/Manager you write/speak to may not even appreciate the significance of what you're saying and it will be filed away in their pile of resolved complaints, they can't do that with the Ombudsman as each case is auditable.
Blue Oval84 said:
Pheo said:
Lotus Notes said:
My dear old Mum has now been threatened with court action from NPower solicitors..
NPower never used the gas reading provided by OVO Energy, but decided to use the electricity readings given at the same time.
They 'plucked a figure out of their arses' and billed her for the gas based on that. She still hasn't reached that usage even though we're 5 months down the line!
I've followed-up every letter with a phone call to their customer services and we still get here. I'm tempted to instruct a solicitor to deal with them and claim some costs.
I would try a letter before action threatening to counter suing them for harrassment aimed straight at their solicitors, with full explanation of the problem. Mention is your mother she is elderly etc.NPower never used the gas reading provided by OVO Energy, but decided to use the electricity readings given at the same time.
They 'plucked a figure out of their arses' and billed her for the gas based on that. She still hasn't reached that usage even though we're 5 months down the line!
I've followed-up every letter with a phone call to their customer services and we still get here. I'm tempted to instruct a solicitor to deal with them and claim some costs.
Bloody incompetent morons as far I can see from internets. Wouldn't touch with a barge pole.
They get 40 days to resolve to your satisfaction or else you can take it to the Ombudsman who will almost certainly rule in your mother's favour, NPower are bound by their decisions. It's free and is the process they will recognise, if you threaten legal action the CSA/Manager you write/speak to may not even appreciate the significance of what you're saying and it will be filed away in their pile of resolved complaints, they can't do that with the Ombudsman as each case is auditable.
My advice when you get through to the complaints section make it clear that it's potentially both a billing and a metering error and hopefully they'll put two and two together as they eventually did with me. Make it clear that you are making a complaint and get it referenced. You'll find that they then start communicating by email/letter, both in my case. Also make it clear about Ofgem and the 8 weeks. It's all very well being nicey nicey and sympathetic to the customer service mob as it's not their personal fault, just that they are working in a broken system.
Thanks to all, I appreciate your replies.
I will now raise a complaint and get a reference with the objective of resolution in 40 days.
I will also write to the solicitors and make reference to harassment, as it clearly is.
I've never been so frustrated with a supplier - They must have plenty of angry and aggrieved customers.
I will now raise a complaint and get a reference with the objective of resolution in 40 days.
I will also write to the solicitors and make reference to harassment, as it clearly is.
I've never been so frustrated with a supplier - They must have plenty of angry and aggrieved customers.
How did this turn out, out of curiosity?
I'm having similar troubles here- rented a place for six months which used NPower. They didn't have the starting meter readings despite my letting agent sending them in both email and writing. When I left they sent me a final bill based on estimates despite me providing them readings by phone and my letting agent emailing & writing them, so I called them again for a revised bill.
Repeat for every one of the last four months! Complaint emails go unanswered, girl in complaint call centre literally told me she couldn't do anything about it and couldn't put me through to the people who could (I'm starting to doubt such people even exist!). All this hassle for something I can figure out with a notepad & pocket calculator in five mins. I'd hate to be someone with a real problem!
I don't think it would be an abuse of the governments petition website to try and have their licence revoked. They may be the most useless company I've ever used for anything.
I'm having similar troubles here- rented a place for six months which used NPower. They didn't have the starting meter readings despite my letting agent sending them in both email and writing. When I left they sent me a final bill based on estimates despite me providing them readings by phone and my letting agent emailing & writing them, so I called them again for a revised bill.
Repeat for every one of the last four months! Complaint emails go unanswered, girl in complaint call centre literally told me she couldn't do anything about it and couldn't put me through to the people who could (I'm starting to doubt such people even exist!). All this hassle for something I can figure out with a notepad & pocket calculator in five mins. I'd hate to be someone with a real problem!
I don't think it would be an abuse of the governments petition website to try and have their licence revoked. They may be the most useless company I've ever used for anything.
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