Npower does not have the energy to sort my partner’s billing issue

He has been sent numerous demands for payment, ranging from £450 to more than £2,000, and many figures in between

My partner has been plagued with problems with npower for two years now, following an erroneous transfer.

He has received at least 40 letters, none of which give him a clear statement of what is owed for when. Instead he has been sent apology letters, write-off letters, demands for payment and threats to disconnect. He has been sent 28 different demands for payment, ranging from £450 to more than £2,000, and many figures in between.

There is no pattern to the sums – they have risen and fallen without explanation. He has also received five letters from debt collection agencies. ES, London

Npower explains that another supplier mistakenly took over one of the two supplies to the property.

“Unfortunately, we had a considerable delay reclaiming the account which we then back-billed,” says a spokesperson.

The company says your partner owes £1,263 because he hasn’t made a payment for eight months – unsurprisingly, since he has not received a coherent bill – and it is willing to set up a repayment plan. It will also pay compensation, as directed by the ombudsman, to whom you also complained.

If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.

Contributor

Anna Tims

The GuardianTramp

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