Joseph Dormer, 11 Fir Tree Crescent, Tadcaster, LS24 9HY
Email: [email protected]
Tel: 01937 918366
npower
Windmill Hill Business Park
Whitehill Way
Sindon SN5 6PB
19th September
Letters that I have been receiving from npower indicate that my account is getting mixed up with my neighbour’s across the road at number 12 (who is not with npower – or wasn’t before this mix-up!). I have phoned npower several times and each time they promise to sort it out but nothing has been done. I therefore got onto Live Chat and they gave me an email address ([email protected]). I then (on 4th September) messaged npower and gave them a full account of what’s been happening with all the relevant details and received by reply an automated message saying they would get back to me within 7 working days. They didn’t do so (and still haven’t done so). So on 14th September I sent a letter by ordinary post to Customer Services (PO Box 177, Peterlee), again with all the relevant details. I have heard nothing from them and have continued receiving ‘nonsense’ letters from npower. Hence this letter to npower registered office.
I’m going to give, once again, a detailed account of what’s been happening, starting at the beginning:
On 16th July I signed up online to change my gas supplier to npower from British Gas. The first indication that something was wrong was when I received a Welcome Pack which had to be redirected to me by a neighbour across the road to whose address it had been sent. The (gas) supply address was also given, in the letter, as number 12 Fir Tree Crescent, my neighbour’s address.
Let me make this quite clear: 11 Fir Tree Crescent is where I live and where I want the gas supplied to.
I got on the phone to npower immediately and was promised it would be sorted.
It wasn’t. On 6th August I received a letter, dated 2nd August, saying: ‘Your supply is starting..[bla bla]’). Again it had been sent to the wrong address and redirected by my neighbour. The same day I got on the phone again to npower. I was asked to sign up again, which I did, answering questions over the phone.
A couple of days later I received a new Welcome Pack. This time it was sent to the correct address i.e. 11 Fir Tree Crescent. It also stated on the contract details that it would be supplying gas to 11 Fir Tree Crescent. It had a different Account Number (193003118) to those on previous correspondence (192048700). I thought, at last everything is now sorted.
Not so. On 30th August I received a letter (dated 23rd August) telling me that my supply was starting and asking for a meter reading. In order to send the reading I had to set up an online account, which I did. When I keyed in my meter reading, the computer queried it on the basis of a ‘previous’ meter reading which was, in fact, an impossible reading (for reasons I won’t go into here). I phoned npower again and told them about this and they said they would look into it. I gave them the meter reading I had just taken.
On 2nd September a letter arrived, dated 26th August, which made no sense at all. It talked about having me back soon with ‘Scottish and Southern Energy’. That meant nothing to me. Obviously it was meant for someone else, presumably my neighbour. I noted that at the top of the page it said: ‘Supplying energy to 12 Fir Tree Crescent.’
I have received another letter, dated 6th September, telling me “there has been a delay in receiving confirmation that your gas can switch back to Scottish and Southern energy.” I do not want to switch back to anything and was never with Scottish and Southern energy anyway. This letter, while correctly addressed to 11 Fir Tree Crescent (my address), has at the top: ‘Supplying energy to 12 Fir Tree Cresent [my neighbour’s address]. So does npower think I live at one address and want gas supplied to another?
On 15th September I received yet another letter (dated 8th September) telling me I am going to be ‘switched back’ to Scottish and Southern Energy within 28 days.
In order to get some clue as to what was going on I logged on to my online account, which I’d not looked at since setting it up for the purpose of sending a current meter reading to npower, and noticed that while the correct address was given under Your Account Settings’, the address under ‘Account Details’ was INCORRECT. That is to say, the billing address was correct but the supply address was wrong. The account number under ‘Account Details’ was also, I think, INCORRECT. At the time of writing, however, I see that all this has been corrected. However, letters are still arriving which make no sense.
The latest nonsense letter to arrive is my ‘final gas bill’. I don’t want a final gas bill from Npower. I’ve just changed to Npower from British Gas.
What do I have to do to get this sorted? HELP, please.
Yours sincerely
Joseph Dormer
11 Firtree Crescent
Tadcaster
LS24 9HY
Email: [email protected]
Tel: 01937 918366
npower
Windmill Hill Business Park
Whitehill Way
Sindon SN5 6PB
19th September
Letters that I have been receiving from npower indicate that my account is getting mixed up with my neighbour’s across the road at number 12 (who is not with npower – or wasn’t before this mix-up!). I have phoned npower several times and each time they promise to sort it out but nothing has been done. I therefore got onto Live Chat and they gave me an email address ([email protected]). I then (on 4th September) messaged npower and gave them a full account of what’s been happening with all the relevant details and received by reply an automated message saying they would get back to me within 7 working days. They didn’t do so (and still haven’t done so). So on 14th September I sent a letter by ordinary post to Customer Services (PO Box 177, Peterlee), again with all the relevant details. I have heard nothing from them and have continued receiving ‘nonsense’ letters from npower. Hence this letter to npower registered office.
I’m going to give, once again, a detailed account of what’s been happening, starting at the beginning:
On 16th July I signed up online to change my gas supplier to npower from British Gas. The first indication that something was wrong was when I received a Welcome Pack which had to be redirected to me by a neighbour across the road to whose address it had been sent. The (gas) supply address was also given, in the letter, as number 12 Fir Tree Crescent, my neighbour’s address.
Let me make this quite clear: 11 Fir Tree Crescent is where I live and where I want the gas supplied to.
I got on the phone to npower immediately and was promised it would be sorted.
It wasn’t. On 6th August I received a letter, dated 2nd August, saying: ‘Your supply is starting..[bla bla]’). Again it had been sent to the wrong address and redirected by my neighbour. The same day I got on the phone again to npower. I was asked to sign up again, which I did, answering questions over the phone.
A couple of days later I received a new Welcome Pack. This time it was sent to the correct address i.e. 11 Fir Tree Crescent. It also stated on the contract details that it would be supplying gas to 11 Fir Tree Crescent. It had a different Account Number (193003118) to those on previous correspondence (192048700). I thought, at last everything is now sorted.
Not so. On 30th August I received a letter (dated 23rd August) telling me that my supply was starting and asking for a meter reading. In order to send the reading I had to set up an online account, which I did. When I keyed in my meter reading, the computer queried it on the basis of a ‘previous’ meter reading which was, in fact, an impossible reading (for reasons I won’t go into here). I phoned npower again and told them about this and they said they would look into it. I gave them the meter reading I had just taken.
On 2nd September a letter arrived, dated 26th August, which made no sense at all. It talked about having me back soon with ‘Scottish and Southern Energy’. That meant nothing to me. Obviously it was meant for someone else, presumably my neighbour. I noted that at the top of the page it said: ‘Supplying energy to 12 Fir Tree Crescent.’
I have received another letter, dated 6th September, telling me “there has been a delay in receiving confirmation that your gas can switch back to Scottish and Southern energy.” I do not want to switch back to anything and was never with Scottish and Southern energy anyway. This letter, while correctly addressed to 11 Fir Tree Crescent (my address), has at the top: ‘Supplying energy to 12 Fir Tree Cresent [my neighbour’s address]. So does npower think I live at one address and want gas supplied to another?
On 15th September I received yet another letter (dated 8th September) telling me I am going to be ‘switched back’ to Scottish and Southern Energy within 28 days.
In order to get some clue as to what was going on I logged on to my online account, which I’d not looked at since setting it up for the purpose of sending a current meter reading to npower, and noticed that while the correct address was given under Your Account Settings’, the address under ‘Account Details’ was INCORRECT. That is to say, the billing address was correct but the supply address was wrong. The account number under ‘Account Details’ was also, I think, INCORRECT. At the time of writing, however, I see that all this has been corrected. However, letters are still arriving which make no sense.
The latest nonsense letter to arrive is my ‘final gas bill’. I don’t want a final gas bill from Npower. I’ve just changed to Npower from British Gas.
What do I have to do to get this sorted? HELP, please.
Yours sincerely
Joseph Dormer
11 Firtree Crescent
Tadcaster
LS24 9HY