Hi there I don't know whether I should have started a new thread... I get completely overwhelmed with all this. Everything went quiet with Npower last year so I just buried my head in the sand and now I’ve got DCA on to me again. They have suspended collections for a month as I’ve told them this is in dispute. I don’t want to sue Npower – I can’t afford the time or money, I just want them to write off the debt (as they should have done after the Ofgem fines) and leave me alone…. In a nutshell I want to write them basically saying I have evidence of all of our correspondence, inaccurately amended bills, backdated bills, charging wrongful amounts, changing tariffs without explanation or agreement (I also never received any form of contract in writing) - basically failure to adhere to the Energy UK code of practice for accurate bills. I am sick of being harassed by DCAs and being threatened with marking my credit file and being taken to court. Npower have refused to look into my complaint any further, despite requests from CAB Extra Help Unit. I am loath to go back to the Ombudsman because it all took such a long time when I went to them early on this dispute (before the Ofgem intervention) and they were unable to resolve anything. But is this what I need to do? My case is the same as thousands of others who were caught up in their Economy billing fiasco and Npower were forced to pay out compensation. But because there has been an unresolved ombudsman enquiry early on in my dispute they have used that to justify collecting an erroneous amount and have since falsified bills (changing accurate reading into estimates in order to backdate energy I’ve apparently used) to validate this. If they take me to court I will happily represent myself if that is what it takes. I basically would love to know if there are any obvious ‘cease and desist?’ letter templates that I can paste my info into to ask them to write off the debt? I will also send a SAR request. Or should I be thinking about going to the press? If so is anyone aware of where would be best to go, Telegraph covered this story before but is there any hope in reviving it? Really I just want the most painless solution. I’m a single parent with 2 young kids with disabilities and I don’t want to waste any more of my life worrying about this. I’d love compensation but really I just want this to stop. Thanks for simple advice ( I know its not that simple ) D

One other thing to note is that I don't know what form of contract we had. I just telephoned when we moved in and then never heard from them, which is why I kept complaining. Was never sent a welcome pack etc etc, Have never signed a contract of any sort.

Hi Stevie Apologies for the delay in responding. I do very much appreciate the time you have taken to look into this. There is a lot to try and get my head around and with 2 young children I am very time limited. I have responded to your points below. However I am beginning to consider more your point about letting them take me to court as the process you outline of taking legal action myself is so daunting, costly and time consuming and I don't have lots of time or money! I have also checked my credit score online and it appears to be fine so although they have said they've shared my info and sent a letter with intention to file default on my credit file I can't see obvious evidence of it at the moment. And yes they've not started court proceedings yet... I had thought that the cost of going through the small claims court was minimal but £500-600 is way out of the question and the thought that it could escalate from there is terrifying. So if I do just sit and wait for them to take me to court is there anything I do in the meantime? Still do the SAR, write letters to government, cease and desist? If they do take me to court can I still ask for remuneration for the harrassment etc or is the best I can hope for that they write off the historic debt? What about writing to the Guardian/Observer/Telegraph money? Or other consumer media outlets? Can you contact Ofgem directly? Questions questions... I do thank you for your time. Here are the answers to your questions below... General questions and thoughts. 1. You state: " At the end of July I receive a letter with the same account number but this time addressed to the occupier saying that because of problems closing the account the balance would be written off. Followed a week later by the First bill for £366, in my name but with a different account number" That appears to be a breach of SLC 23.3 Unilateral variation without your consent. It one of the many cons the energy companies pull but it is law breaking. Check what they did to you on this point it may actually have occurred on more than one occasion. Who got the final bill for the old account number? This might be a separate SAR if it was in your name? The letters in my name acknowledging my complaints about not receiving a bill and the 1st letter saying I could go the Ombudsman all had an account number beginning 15xxx. Then I received the write off letter with the same account number but addressed to the occupier. Then the first bill a week later in my name but with a new account number beginning 16xxx. The write off letter was apparently meant for the old tenant and I’d mistakenly been given their account number. I don’t think a final bill was ever sent for that account because the letter said they couldn’t close it. 2. You state " In Sept 14 I call to try and figure out what is going on and am told that the first account number I’d received on complaint letters was actually the previous tennant’s but because of the confusion the balance (now £457) would be written off as per the write off letter. I give meter readings – this time 4 readings show on the meter instead of 3. That same day a bill is generated for the heat rate for £868. It is based on an estimated opening meter reading for heat." So where does the extra reading come from? Please explain. You said it was ECO 10. I was told on the phone that it was ECO 10 and that there were three cables for day, night and heat. I am certain that only 3 meter readings appeared at first – and Npower only took 3 readings when they read the meter themselves. However a year after we’d moved in in Sept 14 another reading showed and that apparently was for the night storage heaters. On the’ Standard SC ROB Heatwise 1’ bills I received the 4 rates were labeled as Other, Night, Day and Heat. 3 " I am told again a week later on the telephone that my account would be credited to zero - clearing balance of £868 as per write off letter and to disregard any more bills/reminders and to wait during process. In Nov 14 I call again and am given apologies for distressing letters & assured case is with correct back office team. Promised that a correct bill should arrive soon showing the cleared balance of £868.72 and they had correct meter readings so a new bill would generated. I then receive a bill for £1,433, followed by ‘Our right to enter your home’ letter – with an outstanding balance £976." Looks like Clear evidence in writing of harassment. 4. You state " In December 2014 after numerous complaint calls I am given a new complaint reference number and assured collections will stop. In Jan 15 I receive a complaint deadlock lettericon refusing to remove the balance as promised and referring me to Ombudsman and I begin the Enquiry process." standard ploy by all energy companies is to do nothing for 8 weeks then issue deadlock letter. This allows you to go to Ombudsman. If no deadock letter, and there are such cases out there, no Ombudsman involvement. The Gas and Electricity Complaints handling Regs 2008 covers this, but there is no mandatory involvement of the Ombudsman from a customer’s view point but there is from an energy companies view. His remit is limited and he will knock your claim back if you do not meet is criteria. Happens to many times . Basically his job is to give you the run around , time waste, etc Others threads cover this in detail of customer experiences. It’s depressing and Cameron allows it. So complain to him about it. You have had grief, so give him some. Remember you are fighting an energy cartel including government. But Ombudsman acts on their side by listening to more of their lies and excuse and takes them at face value. There is no investigation from him. It’s another [problem]. Tell that to Cameron in your letter. Write to the Ombudsman and tell him he not fit for purpose you disagree and did he tell you can take it to the IS ombudsman? But there is a time limit of 1 year I think. 5. I have read somewhere you went to the extra CAB people in Glasgow? Is that correct? This is covered by CEAR act 2007 section/regs 12 to 14, I seems to recall. Again look at this and ensure all was done properly . I digress, my question is was it a good experience? And if not why? Did the investigate your complaint properly? What happened? I did go to the CAB Extra Help Unit and they were stonewalled by Npower who just refused to open the case. They were apologetic that they couldn’t help me and just directed me to my local CAB office to ask about free legal advice – and they basically told me there wasn’t any! 6. You state " In Feb 15 I give new meter readings and receive a bill for £1481 - Tariff: Standard SC ROB Heatwise 1. I pay £505 for accurate energy usage calculated using my correct meter readings between Nov 14 and Feb 15 (leaving the disputed £976)." Did you take pic / video of current meter and meter readings at the time. If No start doing so immediately make sure you record the date time of the meter readings if possible even if itmeans going back now. Video of size of house and appliances. Video of meter location age old new etc. The bills and disputed amount £976 must be offset in your schedule of loss more about that later. I may have old photos of meter readings but we no longer live in the flat and it would be tricky but not impossible to go back and take pictures now – do you think this is necessary? 7. You where previously on ECO 10, I assume with no standing charges? Now unilaterally they have moved you unto another tariff with standing charges? Possible breach of SLC 23.3. I am not 100% clear on what happened. You might have to clarify. Did you agree in writing to this new tariff? Did you object to it in writing? I believed the ‘ Standard SC ROB Heatwise 1’ tariff was the name for their ECO 10. I have no idea whether this is the case or not? There was a standing charge for the heat element of 23.3p per day and the unit rate for heat was charged at 7.04p. They then cancelled these bills and changed the tariff to Standard SC Elec ROB where the standing charge for heat was 7p per day but the unit price was 12.2p. (Making the bill I had paid suddenly much more expensive). I have complained in writing and asked for an explanation but they have refused to acknowledge my objection at all on this point.

Sorry for any confusion I've caused by starting another thread. Here is my reply that I sent you earlier on the Npower nightmare - help needed to make legal claim that I started yesterday. Re: Npower nightmare - help needed to make legal claim Thank you Stevie for your reply. I am working my way through the links you have posted. Some of it does not apply as we have left the property and they weren't trying to fit a prepayment meter in our case. The Lisa Ferguson case is very interesting. I think the first thing I need to do is a SAR request by the look of things. I have started another thread ' Can I sue Npower for harrassment through the small claimsCourt? - Legal advice needed pls' as I hadn't realised there was a Facebook group called Npower nightmare and I think the title of this thread that I've started may get overlooked as being related to that. I have found the harrasment from Npower so distressing I do want to pursue a Small Claim despite not knowing at all how to do this and finding the prospect very daunting. I can't believe they can get away with this an I want it all to stop - the thought of waiting for Npower to take me to court and recieving contiuned threats from DCAs is too much to bear. Moorcroft, at least for now, are not pursuing me as I have spoken to them and told them that the account is in dispute Thank you again for your advice Stevie. If you have anything further to add please comment now on the new thread as I'm hoping this may get more attention...?

Thank you Stevie for your reply. I am working my way through the links you have posted. Some of it does not apply as we have left the property and they weren't trying to fit a prepayment meter in our case. The Lisa Ferguson case is very interesting. I think the first thing I need to do is a SAR request by the look of things. I have started another thread ' Can I sue Npower for harrassment through the Small Claims Court? - Legal advice needed pls' as I hadn't realised there was a Facebook group called Npower nightmare and I think the title of this thread that I've started may get overlooked as being related to that. I have found the harrasment from Npower so distressing I do want to pursue a Small Claim despite not knowing at all how to do this and finding the prospect very daunting. I can't believe they can get away with this an I want it all to stop - the thought of waiting for Npower to take me to court and recieving contiuned threats from DCAs is too much to bear. Moorcroft, at least for now, are not pursuing me as I have spoken to them and told them that the account is in dispute. Thank you again for your advice Stevie. If you have anything further to add please comment now on the new thread as I'm hoping this may get more attention...? D

Apologies that this is a long post. This is my first time on any kind of forum. I have tried to summarise but my 2 1/2 year dispute with Npower over inncorrect bills been a complicated and very distressing process. I will be very grateful indeed for any advice on how to proceed legally through the Small Claims Court... We moved into a flat in Sept 2013 and when I called to give Npower the opening meter readings I asked to confirm what meter and tariff we were on. I was told it was an Economy 10 meter and noted down from the conversation that there were 3 cables which would give a Day rate, a Night rate and a Heating rate for the 3 night storage heaters with timings for when these rates would operate. You had to press a button on the meter several times to get the readings and I gave the 3 readings as they appeared on the screens. Npower took Actual readings for these 3 rates in Nov 13 and I gave more readings in May 14 at which point I started the complaints process because we had still not had a bill. I received letters with an account number from the complaints department and finally a letter in July 2014 saying because they could not resolve my complaint about not receiving a bill I could go to the Ombudsman. At the end of July I receive a letter with the same account number but this time addressed to the occupier saying that because of problems closing the account the balance would be written off. Followed a week later by the First bill for £366, in my name but with a different account number. In Sept 14 I call to try and figure out what is going on and am told that the first account number I’d received on complaint letters was actually the previous tennant’s but because of the confusion the balance (now £457) would be written off as per the write off letter. I give meter readings – this time 4 readings show on the meter instead of 3. That same day a bill is generated for the heat rate for £868. It is based on an estimated opening meter reading for heat. I am told again a week later on the telephone that my account would be credited to zero - clearing balance of £868 as per write off letter and to disregard any more bills/reminders and to wait during process. In Nov 14 I call again and am given apologies for distressing letters & assured case is with correct back office team. Promised that a correct bill should arrive soon showing the cleared balance of £868.72 and they had correct meter readings so a new bill would generated. I then receive a bill for £1,433, followed by ‘Our right to enter your home’ letter – with an outstanding balance £976. In December 2014 after numerous complaint calls I am given a new complaint reference number and assured collections will stop. In Jan 15 I receive a complaint deadlock letter refusing to remove the balance as promised and referring me to Ombudsman and I begin the Enquiry process. In Feb 15 I give new meter readings and receive a bill for £1481 - Tariff: Standard SC ROB Heatwise 1. I pay £505 for accurate energy usage calculated using my correct meter readings between Nov 14 and Feb 15 (leaving the disputed £976). At the end of Feb the Ombudsman says Npower incorrectly offered to write off the Sept 14 bill for £868 and that I should be given a £25 goodwill payment for the misinformation but that the outstanding balance remained. I did not agree with the Ombudsman proposal and it was reviewed in March 15. I complain that the meter reading Npower used to calculate the opening heat rate was an estimate because it had not been showing on the meter. As this was not part of the original complaint to the Ombudsman they advise me to contact Npower directly. I contacted Npower who agree to work out an accurate opening meter reading but I did not accept the Ombudsman proposal as I still hadn’t had an accurate bill and felt they had not helped resolve my issue with Npower. In April 15 we move out of the property and I give final meter readings and new address. On 1st May 15 they send: An amended bill to our old address for £1318. A letter saying because I’d rejected Ombudsman remedy my complaint has been closed thus exhausting the complaints process and balance is £1362. And a Final Bill for £1452 (the Tariff has now changed to Standard SC ROB 7 Hour Weekend Off-Peak) I call to complain about tariff changing and am told they've re-opened case though they believe bill is correct. Throughout May and June they send another Amended bill, numerous complaint reference letters, and Final demand and Act now to avoid court letters – all to the old address. I email the CEO disputing the Historic debt and Amended Bill and request again that our address be updated and debt recovery stopped. The complaint is logged and I’m given a new reference number. In July I start to get calls from Debt Managers Services attempting to recover a debt of £1,612. In August I receive 5 more amended bills each for a different amount. Throughout Sept and Oct I receive letters from Debt Managers saying my account is on hold while they await instruction from Npower. In January 16 I receive a letter from Npower with a ‘Notice of intention to file a default on your credit file’. Outstanding balance £1452. In February I email complaining that my complaints have not been handled properly and ask about the compensation arrangements Npower agreed with Ofgem. Executive Complaints reply to say I have exhausted thier complaints process and they will not look to raise a new complaint in relation to this query and refer me to their Legal Team. I point out that the Ombudsman instructed me to re-contact Npower to recalculate opening meter reading to which they had agreed. In March 16 Executive Complaints then reply with an incorrect opening meter recalculation (they use accurate winter heat readings to calculate an average daily usage and apply it to 497 days i.e saying we’d use the same heat in summer as in winter!) and advise me again to proceed legally. Moorcroft Debt Recovery begin pursuing the debt and in desperation to resolve this I contact the Citizens Advice Extra Help Unit, who help vulnerable consumers, and they agree to mediate with Npower on my behalf. They challenge Npower throughout March and April but are told Npower's final position was that they would not be opening the case and referred me back to Ombudsman or to take legal action. The amended bills – Falsifying meter readings and placing us on the wrong tariff Having now examined the 5 amended bills of Aug 15 I can see that they have previously tried to ‘re-estimate the bill’ by falsifying meter readings - changing accurate readings into estimates to justify their original estimated opening reading. All these estimates are entirely inaccurate suggesting that I have used thousands of heat units in summer periods when the night storage heaters were switched off. I am suspicious that NPower have chosen to amend the bills with estimates from May 2014 (instead of the 2013-14 winter prior to that when the disputed energy was apparently used) in order to avoid the back billing regulations. I have also asked repeatedly why the Bill that I paid in Feb 15 was cancelled, amended and then re-calculated at a higher unit rate for heat (7p per unit became 12p). No one has addressed this concern. Our tariff appears to have changed from what I understood to be the Economy 10 tariff: Standard SC ROB Heatwise 1 to Standard SC ROB 7 Hour Weekend Off-Peak. At no point did we ever ask to switch tariff or were we offered any explanation as to why the unit price and tariff had been changed, despite me asking on numerous occasions for clarification. Harassment and marking my credit file I have been threatened with court proceedings multiple times, they refuse to put a hold on their collections process so I am still having to deal with debt collections agencies, NPower may have shared data which will impact my credit record and they say this cannot be amended because they claim the outstanding balance is correct and remains payable. They now say I need to proceed legally. My time, stress and worry I have spent innumerable hours dealing with all of this, trying to decipher what has gone on, examining 15 bills, complaining by telephone and email, going through an Ombudsman enquiry that did not help to reach a resolution, and working with Citizens Advice, all of which equates to weeks worth of my time. I have had countless sleepless nights and shed many a tear worrying about everything and feeling bullied by this huge corporation who seem to operate so recklessly with no regard for how peoples lives are affected by this level of stress that they cause. And throughout this period we have a chronically sick child with a rare blood disorder who has been in and out of hospital and Great Ormond St Hospital. Our now 3 year old daughter was first admitted to hospital in a life threatening condition in Oct 14 and has since been admitted 10 times, which Npower have been aware of. I have had to take my energy away from caring for my child to dedicate to unraveling all of this mess and that is extraordinarily painful for me. I am now fully prepared to take legal action, although I have no idea how to do this and do not have any access to financial support or legal advice. I feel completely daunted by the task and almost cannot bear the stress and time of pursuing it further but it seems to be my only route forward. I want to seek damages to be remunerated for this utter failure to handle my complaints and to bill me accurately. NPower’s conduct is far from fair or transparent and does not meet their standards of conduct by a long way. I refuse to be victimized. I realize that this has been a long read and I really appreciate any advice that others can give for me to take this forward legally. Very best wishes D

Apologies that this is a long post. This is my first time on any kind of forum. I have tried to summarise but its been a complicated and very stressful process. I will be very grateful indeed for any advice... We moved into a flat in Sept 2013 when I called to give Npower the opening meter readings I asked to confirm what meter and tariff we were on. I was told it was an Economy 10 meter and noted down from the conversation that there were 3 cables which would give a Day rate, a Night rate and a Heating rate for the 3 night storage heaters with timings for when these rates would operate. You had to press a button on the meter several times to get the readings I gave the 3 readings as they appeared on the screens. Npower took Actual readings for these 3 rates in Nov 13 I gave more readings in May 14 at which point I started the complaints process because we had still not had a bill. I received letters with an account number from the complaints department finally a letter in July 2014 saying because they could not resolve my complaint about not receiving a bill I could go to the Ombudsman. At the end of July I receive a letter with the same account number but this time addressed to the occupier saying that because of problems closing the account the balance would be written off. Followed a week later by the First bill for £366, in my name but with a different account number. In Sept 14 I call to try and figure out what is going on am told that the first account number I’d received on complaint letters was actually the previous tennant’s but because of the confusion the balance (now £457) would be written off as per the write off letter. I give meter readings – this time 4 readings show on the meter instead of 3. That same day a bill is generated for the heat rate for £868. It is based on an estimated opening meter reading for heat. I am told again a week later on the telephone that my account would be credited to zero - clearing balance of £868 as per write off letter and to disregard any more bills/reminders and to wait during process. In Nov 14 I call again and am given apologies for distressing letters & assured case is with correct back office team. Promised that a correct bill should arrive soon showing the cleared balance of £868.72 and they had correct meter readings so a new bill would generated. I then receive a bill for £1,433, followed by ‘Our right to enter your home’ letter – with an outstanding balance £976. In December 2014 after numerous complaint calls I am given a new complaint reference number and assured collections will stop. In Jan 15 I receive a complaint deadlock letter refusing to remove the balance as promised and referring me to Ombudsman and I begin the Enquiry process. In Feb 15 I give new meter readings and receive a bill for £1481 - Tariff: Standard SC ROB Heatwise 1. I pay £505 for accurate energy usage calculated using my correct meter readings between Nov 14 and Feb 15 (leaving the disputed £976). At the end of Feb the Ombudsman says Npower incorrectly offered to write off the Sept 14 bill for £868 and that I should be given a £25 goodwill payment for the misinformation but that the outstanding balance remained. I did not agree with the Ombudsman proposal and it was reviewed in March 15. I complain that the meter reading Npower used to calculate the opening heat rate was an estimate because it had not been showing on the meter. As this was not part of the original complaint to the Ombudsman they advise me to contact Npower directly. I contacted Npower who agree to work out an accurate opening meter reading but I did not accept the Ombudsman proposal as I still hadn’t had an accurate bill and felt they had not helped resolve my issue with Npower. In April 15 we move out of the property and I give final meter readings and new address. On 1st May 15 they send: An amended bill to our old address for £1318. A letter saying because I’d rejected Ombudsman remedy my complaint has been closed thus exhausting the complaints process and balance is £1362. And a Final Bill for £1452 (the Tariff has now changed to Standard SC ROB 7 Hour Weekend Off-Peak) I call to complain about tariff changing and am told they've re-opened case though they believe bill is correct. Throughout May and June they send another Amended bill, numerous complaint reference letters, and Final demand and Act now to avoid court letters – all to the old address. I email the CEO disputing the Historic debt and Amended Bill and request again that our address be updated and debt recovery stopped. The complaint is logged and I’m given a new reference number. In July I start to get calls from Debt Managers Services attempting to recover a debt of £1,612. In August I receive 5 more amended bills each for a different amount. Throughout Sept and Oct I receive letters from Debt Managers saying my account is on hold while they await instruction from Npower. In January 16 I receive a letter from Npower with a ‘Notice of intention to file a default on your credit file’. Outstanding balance £1452. In February I email complaining that my complaints have not been handled properly and ask about the compensation arrangements Npower agreed with Ofgem. Executive Complaints reply to say I have exhausted thier complaints process and they will not look to raise a new complaint in relation to this query and refer me to their Legal Team. I point out that the Ombudsman instructed me to re-contact Npower to recalculate opening meter reading to which they had agreed. In March 16 Executive Complaints then reply with an incorrect opening meter recalculation (they use accurate winter heat readings to calculate an average daily usage and apply it to 497 days i.e saying we’d use the same heat in summer as in winter!) and advise me again to proceed legally. Moorcroft Debt Recovery begin pursuing the debt and in desperation to resolve this I contact the Citizens Advice Extra Help Unit, who help vulnerable consumers, they agree to mediate with Npower on my behalf. They challenge Npower throughout March and April but are told Npower's final position was that they would not be opening the case and referred me back to Ombudsman or to take legal action. The amended bills – Falsifying meter readings and placing us on the wrong tariff Having now examined the 5 amended bills of Aug 15 I can see that they have previously tried to ‘re-estimate the bill’ by falsifying meter readings - changing accurate readings into estimates to justify their original estimated opening reading. All these estimates are entirely inaccurate suggesting that I have used thousands of heat units in summer periods when the night storage heaters were switched off. I am suspicious that NPower have chosen to amend the bills with estimates from May 2014 (instead of the 2013-14 winter prior to that when the disputed energy was apparently used) in order to avoid the back billing regulations. I have also asked repeatedly why the Bill that I paid in Feb 15 was cancelled, amended and then re-calculated at a higher unit rate for heat (7p per unit became 12p). No one has addressed this concern. Our tariff appears to have changed from what I understood to be the Economy 10 tariff: Standard SC ROB Heatwise 1 to Standard SC ROB 7 Hour Weekend Off-Peak. At no point did we ever ask to switch tariff or were we offered any explanation as to why the unit price and tariff had been changed, despite me asking on numerous occasions for clarification. Harassment and marking my credit file I have been threatened with court proceedings multiple times, they refuse to put a hold on their collections process so I am still having to deal with debt collections agencies, NPower may have shared data which will impact my credit record and they say this cannot be amended because they claim the outstanding balance is correct and remains payable. They now say I need to proceed legally. My time, stress and worry I have spent innumerable hours dealing with all of this, trying to decipher what has gone on, examining 15 bills, complaining by telephone and email, going through an Ombudsman enquiry that did not help to reach a resolution, and working with Citizens Advice, all of which equates to weeks worth of my time. I have had countless sleepless nights and shed many a tear worrying about everything and feeling bullied by this huge corporation who seem to operate so recklessly with no regard for how peoples lives are affected by this level of stress that they cause. And throughout this period we have a chronically sick child with a rare blood disorder who has been in and out of hospital and Great Ormond St Hospital. Our now 3 year old daughter was first admitted to hospital in a life threatening condition in Oct 14 and has since been admitted 10 times, which Npower have been aware of. I have had to take my energy away from caring for my child to dedicate to unraveling all of this mess and that is extraordinarily painful for me. I am now fully prepared to take legal action, although I have no idea how to do this and do not have any access to financial support or legal advice. I feel completely daunted by the task and almost cannot bear the stress and time of pursuing it further but it seems to be my only route forward. I want to seek damages to be remunerated for this utter failure to handle my complaints and to bill me accurately. NPower’s conduct is far from fair or transparent and does not meet their standards of conduct by a long way. I refuse to be victimized. I realize that this has been a long read and I really appreciate any advice that others can give for me to take this forward legally. Thank you D