Congratulations on resolving CB’s problems with npower (Consumer champions, 28 February). They had my sympathy but were novices compared with our situation.
Npower started billing us in January 2013, despite the fact that our supply never left the existing provider, Scottish Power (as npower subsequently confirmed), which has received regular meter readings and payments from us since 2012.
Over two years, we accumulated a thick file of random bills for fuel never provided and letters with promises that it would all be sorted out, and in March 2014 we thought it had been. Then in the autumn we started receiving a further stream of bills – and threats of debt recovery – until, in February 2015, I received a final bill quoting a credit of £299.43. I emailed npower to say it no more owed me money than I owed it – unless it was compensation for the many hours I have spent with it on the phone or emailing. So I urged it to set the account to zero and close it.
Then, puzzlingly, we received a cheque for £21.48 (which I have yet to bank) and four further bills – including a big one. We have come to look forward to the next step in the saga, until we think about any potential impact on our credit score. Please help. NF, Battle, East Sussex
How frustrating. It sounds as though npower’s billing system is still in chaos, and you are right to wonder whether non-payment could negatively affect your credit record. It is puzzling that it has taken the company so long to close down an old account. We gather npower has since escalated your complaint to “executive complaints” status.
It told us: “We’re really sorry to hear about NF’s query. Unfortunately, there has been a longer than acceptable delay in closing his account – this is now resolved. We’re contacting him to apologise and we will also factor in a goodwill gesture of £250.”
We know you were holding out for more than £100, so we hope this makes up for your two years of stress.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
