Can someone please help me with how to proceed

[ladybuttons]

Hi all.

 

I was wondering if anyone could give me some advice on the following problem. I will try to detail everything I can to the best of my memories but as I was not aware of the situation until recently I have not kept track of things as well as I would have liked.

 

In January of 2008 I took over my ex-partners tenancy when he moved out. All utility bills were in his name. He was getting electricity and gas supplied by NPower (both prepayment meters). An EDF door to door salesman called to my home a few days after I took over the tenancy and after talking the various options through with him I decided to change to EDF for both gas and electric and the salesman told me that EDF would handle the transfer with regards to NPower. All seemed to go fine and I recieved a letter form EDF stating the transfer was succesful and I would be switched to them after 28 days. I then received the EDF prepay gas card and electric key which I have been using since. Everything seemed to have been straight forward and I was relieved because I knew how bumpy energy transfers can get. I let my guard down too early it seems.

 

I recently noticed that when I was putting my gas card in to my meter to top up I was being charged for debt. I phoned EDF to query the debt expecting it to be an innocent error only to be informed that My gas was not being supplied by EDF as NPower had raised an objection to the transfer because of debt way back when the application to change was made by EDF and I was still being supplied by NPower. The man an the phone from EDF said NPowed should have informed me of this a long time ago as I was NPowers customer. I have to point out that EDF have been as helpful as I could have hoped on the matter but they say that there isn't anything they can do and that the matter needs to be resolved between NPower and myself. I contacted NPower by phone. I explained to them that I had a prepay meter and couldnt understand how any debt could have came about. They told me that the debt was that of my ex partners and he would have to contact them to resolve the issue. He phoned them and explained that he had left the property in January and they informed him that "I "should have told them in January and "I" would have to phone them to resolve the matter:?. But I did inform them, though indirectly through EDF, they were still informed . EDF contacted them to finalise the switch like they told me they would but NPower objected and "they" never informed "me" about it. Anyway we both were sick and tired of NPower telling us that the other would have to phone that we phoned them while we were in the same room. They didnt seem to like this;). My ex started the conversation with the man from NPower explaining again what the problem was stating he was accepting full responsibility for the debt and would arrange to pay it only to be told again that I would have to contact them. The man seemed shocked when he passed me over and after proving I was who I said I was with the usual security questions he didn't seem to know what to do or say (they musn't have a script for when this happens lol). I explained that what I wanted was to be allowed to change to EDF and any debt I have paid on my meter that I did not owe to be refunded to me in full. My ex explained that what he wanted was to make arrangements to repay the debt that he owed and that as the two problems were that of two completely separate customers that it be treat as so and that I am allowed to make the transfer to EDF. Seems reasonable enough you would have thought but no. Now the man says that he "advises" (I asked for the correct procedure to have things rectified but he could only "advise" me) that I send my tenancy agreement to NPower with a letter explaining the situation. thats us up to speed.

 

Where do I go from here? Should I follow the mans advice and send my tenancy agreement (I understand that if I do it should be by recorded delivery but does that cost much?) or go another route. I'm not even sure if they are allowed to ask for my tenancy agreement, I thought it was a private agrement between me and my landlord so I don't know wether to send it or not. Citizens Advice say they don't deal with NPower, I cant afford legal support as I am on benefits and I dont know if legal aid extends to this sort of thing. Is there something I should do to protect my self? of an order of things to do that I should follow to avoid getting things wrong? I'm so sorry its a such long post but I really needed to get it off my chest, I'm so frustrated I'm almost at the point of bursting into tears. I know some will see this as trivial but It just seems like NPower have me trapped somehow and it makes me feel physically and mentally trapped. I just wanted to change to EDF.... a simple girls simple request.

[Missemsy]

ive not hear of citizen advice choosing not to deal with a company, did they say why they wont deal with n-power ? ive recently been to see them about a slightly problem with e-on

[ATD]

The problem stems from the fact that NPower did not know that you had "moved in"/taken responsibility for the property and therefore kept the previous account (that of your ex-partner) active; this account has a debt on it so they objected to the transfer. Quite surprised that neither company wrote to inform you that the transfer would not go ahead though.

 

What should have happened:

 

 

1. You "move in" and contact Npower to advise of this
   
2. They create a new account in your name (no debt)
   
3. You choose to move to another supplier
   
4. 28 Days later the supply moves.
   

 

Without step 1) & 2) the whole process falls down.

 

With regard to sending a copy of the tenancy agreement, I would suspect that Npwoer are a little wary as sometimes people do try to change the bills to another name (that of someone who was actually living in the property already) to avoid the debt. I'm not by any means inferring that this is what you are doing, just pointing out why they would ask for proof. It would also not be unusual for them to ask for a copy of your ex partners documentation showing the termination of his tenancy.

 

Can you clarify if the debt was accrued whilst you were living in the property with your ex partnter (if indeed you were at all). If you were, then you enter into the murky area of "Joint and Serveral Liability" - which I'm not saying any more about unless needed as it always seems to be a bit of a contentious issue on these forums!

 

The long and short of it is, send them proof of when your responsibility for the utilities began and they should be able to sort the account out with relative ease.

[DCA-KING]

Ok are you and your partners surnames the same

If you informed them that you are now the owner of the property and that you pay all bills from the date you moved in your are free to choose who supplys you

lets look at a example you move home ring swalec up and say just taken over a new house and will be moving in on monday YES SIR FINE NO PROBLEM

if passed tenants(because thats what you partner is)owes money do swalec on anybody think you should pay its down to them to chase all other debts

contact consumer direct on 08454 040506 as they deal with all energy complaints now

Regards dk