Customer fines Npower £50 for ineptitude

11 April 2014

npowerlateYou know how it is when a service provider provides a bad service and you just wish you could fine them, or charge them for your wasted time trying to sort out their  incompetence? Well that’s exactly what one man has done, after getting increasingly frustrated with Npower’s apparent inability to refund his credit balance after he switched supplier.

Dave Clark, was not only sick of not finding a cheque on his doormat every morning, but was also getting more and more peeved at receiving final demand letters from Npower, when it was they who owed him money since the previous November.

So he decided to respond in kind. He wrote and emailed npower using the language from their demands, culminating in the issue of a final demand  (complete with obligatory red capital letters) which included a £50 fine on top of the £137.41 he had overpaid. And Npower not only paid it, they apologised.

Mr Clark, who outlined the whole sorry process on his website, said: "I'm satisfied. The regulator should be looking into the days and weeks it takes to pay someone's money back and if the likes of Npower persistently refuse to give money back straight away they should be fined heavily.

"They're very quick to bill the rest of us so perhaps if we all hit them with charges they would realise they need to improve service."

Guy Esnouf, director of external communications at Npower said: "We are very sorry. Where we know we've caused inconvenience we'll look to a goodwill gesture because we don't want to cause our customers inconvenience."

Mr Esnouf added: "We said in December we are having system problems. We are making good progress, but we made it clear we wanted to improve, we are trying to improve and we are."

So surely now everyone else to whom Npower owe money can expect a nice windfall and better service…

TOPICS:   Utilities

1 comment

  • Alexis
    Tried this for Three. Didn't get the money, but at least they've left me alone for the last four months.

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