Whats Going On ?

[lash1safc]

Help please !

This is a long story but please don,t let this put you off helping me out......I'll make it as short as possible.

My partner moved in with me 4 yrs ago. I had an account with Npower which was in credit.

The credit got used up and my partner took over the monthly payments.

She feel behind with the payments and ended up with £300 of arrears in my name.

She phoned up to transfer the arrears into her name and take over the account.

We were forced to have a pre-payment meter installed.

My partner continued to contact Npower to ask when we could return to the normal meter.....'not until the arrears are satisfied' she was told.

Eventually she was told we could have the normal meter after about 16 months.

After about 3 weeks of the normal meter being fitted 'I' recieved a bill for the original arrears of £300.

My partner proceeded to inform Npower the arrears had been transfered to her name and had been paid via a pre-payment meter.

2 weeks later my partner recieved a bill for the original £300 arrears but this time in her name.

Trouble is we don't have any statements for the period covered by the pre-payment meter, or any receipts for the money placed onto the key.

Can I request all this info under an S.A.R or will I have to pay for individual copy statements ?

I hope I haven't sent you all off to sleep with this cos I really could do with some advice as the pre-payment meter has been re-installed and it is costing around £20 per week...... gas only !

[lash1safc]

Hi all.

Sorry to be a pain but can any one help me to move my thread titled ' Whats going on ? ' from the utillity section to this one as no one seems to be able to offer advise over in that section.

Thanks in advance.

[ozzywizard]

Yes they will have to send all statements and account info under a SAR.

You can also request them to be sent over the phone as every 3 months a statement is produced on your account but will of been supressed from being sent out but they are still on the system. Seems they never set the debt on the meter but they should of done. They have failed you as a customer. Was it a key or token meter, if key they will still have all your payments and meter settings and readings etc on their system. If token it is harder to trace as everything would of been set manually. FYI they have to send a statement by law every 2 years. They can only bill you for unbilled charges going back one year so you really do need to check what they have done and doing.

[MARTIN3030]

ok will do.

[MARTIN3030]

merged too.

You have nothing to lose also by opening a complaint with energywatch.You can do this online,and it can run alongside your own efforts to resolve matters.

[lash1safc]

Sorry about the delay in reply.

Thanks for your advise and info ozzywizard.

My partner says the debt must have been on the meter because everytime she put money on the key the meter only gave her £6 odd out of £10 credit. This was not to replace the emergancy used either.

So what info should I ask for in my S.A.R as I tried to use one with Bt but they just kept phoning saying I would have to pay for copy statements.

Thanks. Lee