UPDATE: They called me today saying that the serial number had now been switched over on my account and that they have back-billed me from 2007, leaving a balance of £823. They said they wrote off £1200, and I also received £190 compensation for the inconvenience and length of time it took to resolve. I am still annoyed at being left with a bill for £823. Are they allowed to back bill this far back?

I posted the written complaint to head office by first class recorded delivery on 15th March. Still haven't heard anything. Royal Mail tracking service is saying proof of delivery "has not come through yet. Please check later." and status "It's on its way". What should I do now?

Thanks for all the advice thus far. I have today complained in writing as suggested, and also requested a SAR form from them which they said would be with me within 10 days. I have also installed a call recording app on my phone. @unclebulgaria67 I've not got the estate management company involved yet as I think the ball is still in npower's court, but if/when they do agree some work needs doing I'll contact them. I'll keep this thread updated.

Hi, I am having a problem with my npower electricity account, which I first noticed in May last year. After receiving an unusually high bill with an apparent high energy usage, I did some tests and found out that the meter registered to my address is not actually my meter. I live in a block of appartments where all meters are in a communal cupboard under the stairs. Known as a "crossed meter", it appears that I have been billed incorrectly ever since living here, but only just noticed because of the excessively high recent bill. After reporting the problem to npower last May they said they would send someone round to check. An electrician did visit and agreed with my conclusion after performing a similar test. Npower told me they would put my account on hold until the matter was resolved, which would be around September 2015. I've been taking regular readings of both meters since making the discovery. I heard nothing for the rest of the year so contacted them again in February this year for an update. They told me that despite my observations being registered, nothing had actually been done. There were notes on their system saying "Account investigated and found to be genuine", and "Back bill processed" but the agent I spoke to was unable to explain these notes and said that the issue would have to be escalated to a complaint. Around a week later I was contacted by npower's complaints department acknowledging the complaint and advising they would be in touch again shortly. On 23rd Feb they called me again and arranged to send an engineer on 8th March to investigate. I waited in and nobody turned up. I've heard nothing from them since. It's now approaching a year since the initial complaint and I'm totally exasperated by their incompetence and failure to act. I really don't want to call them again. Could anyone offer any advice - what are my options? My account is still on hold and I've not paid a bill since last May. Thanks

Hi, I keep getting reminders for electricity bills that I never received in the first place from npower. I have paperless billing and can be sure that I have had no emails from them. I have spoken to them about this before but they say they have sent the bill. I'm going to change my supplier anyway, but wondered what the legal situation is. Do I have to pay a reminder for a bill I never received? Thanks

Just received another email from Omega saying Not sure if that implies the only consequence will be my account being closed. Which I actually cancelled myself anyway as soon as I realised what it was all about, and have a confirmation email for. I will let you know what happens next.

OK - got my statutory credit report finally. Everything looks fine, nothing there that shouldn't be. I have also just received a reply from UseNext, saying that the receipt they originally sent me What do you think of this, does it render my "receipt" worthless? Surely it is not a receipt if the funds have not been received? But it does say in the "receipt" email that the funds "will be automatically processed in the next few days". Please advise. I will send the "Prove It" letter as soon as I get access to a printer. Probably Monday.

Thanks renegadeimp. I will take your advice. I am still waiting for my credit file from Experian, which I requested on 21 Feb. They said it may take upto 7 working days, and I'm not allowed to chase until then. So if I've still heard nothing by tomorrow, I will chase it with them.

Hi, do I just send this letter by email? If they take this to court, what would be the status of the email receipt I have? Does it prove payment?

OK, I've requested a copy of my credit report. It will take a few days. Until then, should I bother replying to the UseNext email telling them that I have a receipt for the invoice they are trying to charge me for? Thanks

Hi, I notice there are many other people here who have had problems with UseNext. I had the same problem as everyone else who has used this company - wanting to cancel a trial account but them saying you did not cancel in time and still charging you. This happened to me 3 years ago, although I was able to claim the money back from PayPal. I received an Email Receipt for the invoice in question from UseNext. Now all of a sudden, 3 years later, UseNext are demanding payment for this invoice! I have just received an email from Omega Credit Services debt collection agency demanding payment. What should I do? I still have the original email receipt sent to me by UseNext. Please advise. Thanks