Energy firm npower receives red “final notice” and fine from customer

A disgruntled customer successfully turned the tables on his energy firm, issuing npower with a red “final notice” and an accompanying fine over unreturned payments.

Steve Clark decided to change his energy supplier in November 2013 while still £137 in credit with npower.

Speaking to Radio 4’s You and Yours programme, he explained that he had been waiting for months to have the money returned.

Despite his requests and having changed supplier, npower still issued him with a warning notice for non-payment.

In response, Clark mocked up his own letter, which read: “If you’re having difficulty paying the money back, which npower has been holding on to since November, then please get in touch and I’m sure we can sort something out.

“With interest of course.”

He then sent them an invoice for £50 which he said was for “late payment”, and added that the bill was due in seven days.

Finally, he sent the firm a red “final notice” adding that if they couldn’t pay the full balance that he was there to help.

Eventually npower responded with an apology, repaid Clark’s unused balance and even paid the £50 fine.

Speaking to the BBC, Clark 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.”

npower director of external communications Guy Esnouf 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.”

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