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Npower and Energy Ombudsman


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I have been browsing this board and I see that a lot of posts here relate to Npower. I've been fighting with that institution since June last year and recently sent a complaint to Energy Ombudsman. The complaint originally refers to the amount that was charged in error for utilities used in a property that I have vacated roughly 9 months ago. The amount was then refunded to me and then added again to another bill. In a word, Npower claimed back its own refund.

 

As I know that some people here have experience in dealing with Energy Ombudsman I wanted to ask how their complaints procedure usually works. Following the advice that I received from Consumer Direct employee, I have sent formal complaint form and dozens of documents and letters that I have exchanged with Npower to Energy Ombudsman enquiry email address. Energy Ombudsman accepted my complaint and sent me a form to sign in order to start the investigation. Today, I have received a phone call from a member of Npower Executive Complaints Team. The lady stated that they have issued the refund in error made some other mistakes concerning my bills from my previous property and the outcome is that I owe them £300 pounds :) Funny. I would like to ask two questions:

  1. Is it a normal procedure? The Energy Ombudsman's website says that they will let me know about the outcome of investigation. I was expected to be contacted by the Energy Ombudsman not by Npower employee? I have really bad experience with that company and I feel that they are trying to do something behind my back, again.

  2. Shall let the Energy Ombudsman that I was contacted by Npower?
  3. Due to professional reasons I'll be moving to another city soon. I'm going to close my dual fuel account with Npower and sign up for some decent supplier. What could be the outcome if I just leave it like that? From Your experience, is it possible that they will be chasing after me? If so how and when?

Regards

Huski

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