G'day all!

I used this forum many years ago to successfully claim credit card charges back, now I'm back because of NPower.

I've had a couple of issues with them.

During one phone call I agreed to pay them £2000 off a debt but not £57 in charges that shouldn't have been there.

They agreed to it and took my money

the next bill that came showed up inclusive of those charges.

They have also sent me hand delivered letter for a court date for a warrant even though I do not have any outstanding balance with them.

They eventually cancelled the court date, still haven't listened to the phone call in which they agreed not to charge me and I have now asked them 3 times for SAR information. They told me they will send out a pack of some sort. Bless them...they don't know I have done this before.

I am planning on sending a SAR but I would like for quite a lot of information that if I don't specifically ask they will not offer.

Things like all information they provided to the court to get a court warrant date, so that I can find them guilty of perjury.

Can anyone here point me in the direction of a really good SAR?

The kind that i ask for literally everything and more that they have on me?

If i remember correctly you could also ask for all implied logic in how they handle my account as well.

Just so i can annoy them as much as they have annoyed me.

Cheers!

Hi.

Do you have an account with us that you can't get into? You say you've been here before.

There's an SAR template in the CAG library.

HB

Thread title amended...

When you say you've asked 3 times for SAR information... when? were these requests in writing? did you make any payment for their 'efforts' in processing a SAR?

Or did you just ask them 3 times how to go about sending them a SAR and they just decided not to bother answering?

I would give you some tips on sending out SARs, but just want to be clear what actions you've already taken.

Thanks.

Hi, I had an account 10+ years ago. I tried recovering it but I don't remember or have access to the email address I set up all those years ago.

Hehe...fair enough

When you say you've asked 3 times for SAR information... when? were these requests in writing? did you make any payment for their 'efforts' in processing a SAR?

 

Or did you just ask them 3 times how to go about sending them a SAR and they just decided not to bother answering?

 

I would give you some tips on sending out SARs, but just want to be clear what actions you've already taken.

 

Thanks.

I first asked for SAR on the phone.

The conversation with the manager wasn't going anywhere so I just thought I would annoy them by asking for it.

I was waiting for her to give me an address to write to, but instead she told me that she would set it off and that there would be a charge of £10.50.

I found it so amusing that she agreed to do it over the phone that I decided not to question that extra 50 pence and asked for all sorts of information.

Transcripts of phone calls, all notes on system, and decided to be difficult by asking all implied logic in managing my account. The conversation ended there...

About a week later I received a letter confirming that I had started a complaint, but not a letter to say that they had cancelled the court date which is what i wanted from them.

I phoned them up again and once again went on about SAR because I also wanted a copy of all documentation that they sent the court, this time I was told that they send some sort of pack out that details what i can ask for. Fine, send me the pack.

About another week goes by and I get a bill from them.

Regularly quarterly bill. Processed on the 9th of March, received on the 19th of March with an expected payment date of the 23rd of March.

i decided to phone them and annoy them again.

It's not fair sending a bill and asking payment within 4 days.

Especially as I am disputing £60 of charges.

I also asked where this SAR pack was as it seems to me they are not that keen on providing information. The advisor put me on hold a few times and told me that it had now been actioned.

More ammunition...

He also told me that the complaint that I had set up had reached a deadlock stage, which I found out to be very interesting.

The advisor I spoke to on the 10th of January when I made the £2000 payment said the charges would be removed, while the next advisor told me that as there were no notes about the charges she would not be taking them off.

All they would have to do is listen to the conversation.

Deadlocked?

Doesn't seem right to me.

Was also promised a call back from the complaints handler a day and a half ago and nothing yet.

Right, first things first, unless you are recording your calls, get off the phone. As you can see with N-Power, the left hand doesn't know what the right hand is doing, which is putting it politely. Whenever you speak to someone, it is very easy for them to deny all knowledge of previous conversations and it is only when you get the SAR that you can start to see where the discrepencies are.

Next thing - your SAR should be in writing. If there's no specific address on their website to send SARs to, I would advise to send it to head office (unless another Cagger knows where to send it to?). Ask for everything they have on you and everything that is on your account. The stuff about their implied logic in their decisions will possibly be on their internal notes fixed to your account number but having never had to send a SAR to N-Power, I don't know how this would appear. Make sure your account number, address, name etc are clear on your SAR.

Having looked on a few recent threads regarding N-Power, it appears that they will ask you to complete a form in order for your SAR to be processed. This is codswallop - a written SAR which is clear and has been paid for is perfectly valid and the ICO don't like anyone insisting that it must be done on a form. State at the end of your SAR that the ICO do not require that a special form must be used and therefore you expect your SAR response within 40 calendar days.

Send your SAR by recorded delivery and check when it gets signed for - this is when you can start counting your 40 days. Cheque is the preferred method of payment as it is easier to chech when/if it has been cashed in. It is definitely £10 for a SAR, I don't know whether to laugh or cry at their sheer audacity in requesting £10.50.

In the meantime, keep your notes about your telephone calls. It's not the same as recording them, but may well be very helpful when trying to match up your notes to the SAR results. Also work under the assumption that you will not get any calls back - keep a paper trial if they get back in touch.

Good luck.

Sorry but I don't have the sense that you are treating this very seriously.

Have you sent them an SAR – in writing?

Have they told you in writing that the court date is cancelled?

I see that apparently we have helped you in the past with some problems. Please could you tell us what your user ID was. Thank you