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paying direct debit to npower £104 a month for yrs, stopped the d/d had 1st paper bill in 4 months time in October 2013 for £110.00, had a feeling was being ripped off,

 

feb 2014 came and went no bill, rang them with readings & promise of bill yet nothing, meter readings every 3 months, 1 and 1/2 hrs to answer and sometimes 2 and 3/4 hrs to get through, screaming for a bill,still nothing,

 

opened a complaint with them, letter said all sorted so sorry for the delay, still today 1 year and 8 months have had 3 bills in the same envelope of £475, £780, £1320, payable by the same day, rang the billing team, said would get a revised bill, same 1 came through £1320 and a letter from a debt collection company,

 

npower said they've done all they can to help but with no reply from us, they have only sent a bill and no other communication, they wont let us leave, we are trapped with this terrible company, we have been with npower for many years and could not fault them until this new computer they installed to do the billing,

 

they've even suspended our account for a while until they sort things out,still no bill, except a massive debt that am worried we cannot afford to pay, we have always paid our npower bill on time and never owed them anything,

 

i want them in court to answer for the treatment they've given us, we are both ill because of this stress,

Edited by honeybee13
Paras.

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they can only back bill 12mts.

 

 

and no dca has any legal powers.


please don't hit Quote...just type we know what we said earlier..

 

if everyone stopped blindly paying DCA's tomorrow

the biggest financial industry in the UK, DCA;s would collapse overnight.

 

 

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If they won't let you leave, just tell em your moving house..

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You can register a complaint with the energy ombudsman and this may stop the debt collection whilst it is being resolved. But you should have been putting money to one side for usage, while the bill was being sorted our. You need a detailed bill showing you the exact usage from the point you last paid up to the current date.

 

If you gave arrears £200 or more, I don't think you can change supplier, but the current company should be helping you come to an arrangement to pay.


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When you say they have suspended the account, have they put a "lock" on the account to prevent further recovery action? If so, understand this suspension is only temporary regardless of whether or not they actually look into your complaint. Which they probably won't.

 

Things you need to do:

 

1) Start getting the paperwork you have organised in a file, in date order. If you still have a copy of your meter readings - great.

 

2) If you have phone recordings, great - but if not try at least find the date and times of phone calls and note what was discussed.

 

3) Find some way to record all future phone calls and phone Npower. Discuss the problem. Do this more than once and see if you get different answers.

 

4) Submit an SAR to Npower. They have to give you all personal info relating to your account, including correspondence, within 40 days.

 

5) Submit a separate written complaint to Npower to the appropriate department and keep a copy. Send recorded delivery.

 

The Ombudsman is certainly an avenue you can take in addition to the above. But by-and-large they are fairly useless.

 

Consider writing to your MP in addition to the above. Might not do anything but it can't hurt to try.

 

See what the above steps reveal. It may give you all the ammunition you need to bring a small claim against them.

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