File: D:/hMailServer/Data/sarahharvey.com/bob/4A/{4AE79968-1B8C-4B6A-809C-27D2F6A7040B}.eml
From: "robert home" <bob@sarahharvey.com>
To: <Darren.Levesley@npower.com>
Cc: <ellie.robinson@npower.com>
References: <DB6PR0701MB25674872B50B78F3B390AC029DE90@DB6PR0701MB2567.eurprd07.prod.outlook.com>
In-Reply-To: <DB6PR0701MB25674872B50B78F3B390AC029DE90@DB6PR0701MB2567.eurprd07.prod.outlook.com>
Subject: RE: npower complaint reference: 1-3916842151
Date: Tue, 18 Dec 2018 12:30:50 -0000
Message-ID: <006901d496cd$83210b70$89632250$@sarahharvey.com>
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Hi Darren. You asked me to contact you if I have any other issues.
Both of my accounts apparently have ran out of contract. But after a
jumbled conversation of trying to renew them with your call centre service
team who totally confused me and to be honest gave me no confidence at all
I still have not got anywhere. I don�t particularly want to leave NPOWER
but I gave one months� notice there and then. I�ve not received any
notification of this. I also had not received notification one month prior
to the end of contract for both of my Sarah Harvey accounts. The customer
service advisor totally confused me with new contracts, old contracts, new
systems and old. I did ask him for both of my account details. Which I
never got to the bottom of.
Could you please help me by giving some guidance on what I have live, My
account number details and possibly look at a new favourable rate so I
don�t have the hassle of changing contracts to another provider.
It would be a weight of my mind and a favour considering I�ve had issues
in the past.
Many thanks
Bob Home
Sarah Harvey Limited
Sarah Harvey House
37 Chandos Street
Leamington Spa
Warwickshire
CV32 4RL
Tel: +44(0) 1926 450545
Fax: +44(0) 1926 450658
Mobile: +44 (0)7887726814
email: bob@sarahharvey.com <mailto:bob@sarahharvey.com>
From: Darren.Levesley@npower.com <Darren.Levesley@npower.com>
Sent: 03 October 2018 14:15
To: bob@sarahharvey.com
Subject: npower complaint reference: 1-3916842151
Supply Address: 37 Chandos Street, Leamington Spa, CV32 4RL
Dear Mr Home
Further to our recent telephone conversation, thank you for taking the
time to speak to me.
I can confirm that I have applied a credit of �42.87, which I have rounded
up to �50.00 for you on your account. This credit will show as agreed
reduction on your next invoice which is due to be produced in the next
couple of days.
Having had a quick look at your account it appears that it will be
invoiced to the correct meter readings.
Moving forward, should you need to contact us again, we do have a free
phone number (Tel: 0330 100 7230) which you can use should you wish to
speak to anyone. Alternatively we do offer a Live Chat service (Link in my
signature) which you may find of benefit.
Please feel free to contact me should you have any additional questions.
In the meantime, please accept my apologies for the inconvenience that
this matter has caused you.
Yours sincerely
Darren Levesley
Senior Complaints Advisor
Customer Contact
npower Business
Bridge House, 200 Clough Road, Hull, HU5 1SN
* 0845 072 3086
* Darren.Levesley@npower.com;
Twitter: @npowerbusiness
Did you know you can now manage your account online and have your queries
solved via Live Chat?
<https://www.npower.com/in_business/applications/BusinessOAM/SME.OAM/Regis
tration.aspx> Register now to submit meter reads, view a bill, pay a bill
and use our new Live Chat service.
Below is a link of our complaints process:
<http://www.npower.com/idc/groups/wcms_content/@wcms/@busi/documents/busin
ess/complaint_handling_procedure.pdf>
http://www.npower.com/idc/groups/wcms_content/@wcms/@busi/documents/busine
ss/complaint_handling_procedure.pdf
As your electricity supplier we're required by law to read and inspect
your meter regularly. This visual check of the metering equipment is
important to ensure it's working safely and correctly, even if you've
given us your own reading.
Phone calls: We may monitor and/or record calls for security, quality or
training purposes. Calls to our 0845 numbers will cost a maximum of 5p per
minute, plus your phone company�s access charge. Please check with your
operator for exact charges.
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</o:shapelayout></xml><![endif]--></head><body lang=3DEN-GB link=3Dblue =
vlink=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal>Hi Darren. =
You asked me to contact you if I have any other issues.<o:p></o:p></p><p =
class=3DMsoNormal>Both =A0of my accounts apparently have ran out of =
contract. But after a jumbled conversation of trying to renew them with =
your call centre service team who totally confused me and to be honest =
gave me no confidence at all I still have not got anywhere. I =
don’t particularly want to leave NPOWER but I gave one =
months’ notice there and then. I’ve not received any =
notification of this. I also had not received notification one month =
prior to the end of contract for both of my Sarah Harvey accounts. The =
customer service advisor totally confused me with new contracts, old =
contracts, new systems and old. I did ask him for both of my account =
details. Which I never got to the bottom of.<o:p></o:p></p><p =
class=3DMsoNormal>Could you please help me by giving some guidance on =
what I have live, My account number details and possibly look at a new =
favourable rate so I don’t have the hassle of changing contracts =
to another provider.<o:p></o:p></p><p class=3DMsoNormal>It would be a =
weight of my mind and a favour considering I’ve had issues in the =
past.<o:p></o:p></p><p class=3DMsoNormal>Many thanks<o:p></o:p></p><p =
class=3DMsoNormal><o:p> </o:p></p><div><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-GB'> <o:p></o:p></span></p><p =
class=3DMsoNormal><span style=3D'mso-fareast-language:EN-GB'>Bob =
Home<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'mso-fareast-language:EN-GB'>Sarah Harvey Limited<br>Sarah =
Harvey House <br>37 Chandos Street<br>Leamington =
Spa<br>Warwickshire<br>CV32 4RL<br> <br>Tel: +44(0) 1926 =
450545<br>Fax: +44(0) 1926 450658<br>Mobile: +44 =
(0)7887726814<br> <br>email: <a =
href=3D"mailto:bob@sarahharvey.com">bob@sarahharvey.com</a></span><span =
style=3D'mso-fareast-language:EN-GB'><o:p></o:p></span></p></div><p =
class=3DMsoNormal><o:p> </o:p></p><div><div =
style=3D'border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0cm =
0cm 0cm'><p class=3DMsoNormal><b><span lang=3DEN-US =
style=3D'mso-fareast-language:EN-GB'>From:</span></b><span lang=3DEN-US =
style=3D'mso-fareast-language:EN-GB'> Darren.Levesley@npower.com =
<Darren.Levesley@npower.com> <br><b>Sent:</b> 03 October 2018 =
14:15<br><b>To:</b> bob@sarahharvey.com<br><b>Subject:</b> npower =
complaint reference: 1-3916842151<o:p></o:p></span></p></div></div><p =
class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif'>Supply =
Address: 37 Chandos Street, Leamington Spa, CV32 =
4RL<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif'><o:p> </o:=
p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif'>Dear Mr =
Home<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif'><o:p> </o:=
p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif'>Further to our =
recent telephone conversation, thank you for taking the time to speak to =
me.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif'><o:p> </o:=
p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif'>I can confirm =
that I have applied a credit of =A342.87, which I have rounded up to =
=A350.00 for you on your account. This credit will show as agreed =
reduction on your next invoice which is due to be produced in the next =
couple of days. <o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif'><o:p> </o:=
p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif'>Having had a =
quick look at your account it appears that it will be invoiced to the =
correct meter readings. <o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif'><o:p> </o:=
p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif'>Moving =
forward, should you need to contact us again, we do have a free phone =
number (Tel: 0330 100 7230) which you can use should you wish to speak =
to anyone. Alternatively we do offer a Live Chat service (Link in my =
signature) which you may find of benefit.<o:p></o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif'><o:p> </o:=
p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif'>Please feel =
free to contact me should you have any additional questions. In the =
meantime, please accept my apologies for the inconvenience that this =
matter has caused you.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif'><o:p> </o:=
p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:black;mso-=
fareast-language:EN-GB'>Yours sincerely</span><span =
style=3D'font-size:10.5pt;color:black;mso-fareast-language:EN-GB'> =
<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;color:black;mso-fareast-language:EN-GB'><o:p>&n=
bsp;</o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:black;mso-=
fareast-language:EN-GB'>Darren Levesley<o:p></o:p></span></p><p =
class=3DMsoNormal style=3D'text-autospace:none'><b><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:gray;mso-f=
areast-language:EN-GB'>Senior Complaints =
Advisor<o:p></o:p></span></b></p><p class=3DMsoNormal =
style=3D'text-autospace:none'><b><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:gray;mso-f=
areast-language:EN-GB'><o:p> </o:p></span></b></p><p =
class=3DMsoNormal style=3D'text-autospace:none'><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;mso-fareast-lang=
uage:EN-GB'>Customer Contact<b><span =
style=3D'color:gray'><o:p></o:p></span></b></span></p><p =
class=3DMsoNormal style=3D'text-autospace:none'><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:gray;mso-f=
areast-language:EN-GB'>npower Business<o:p></o:p></span></p><p =
class=3DMsoNormal style=3D'text-autospace:none'><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:gray;mso-f=
areast-language:EN-GB'>Bridge House, 200 Clough Road, Hull, HU5 =
1SN<o:p></o:p></span></p><p class=3DMsoNormal =
style=3D'text-autospace:none'><span =
style=3D'font-size:10.0pt;font-family:Wingdings;color:gray;mso-fareast-la=
nguage:EN-GB'>(</span><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:gray;mso-f=
areast-language:EN-GB'> </span><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:#7F7F7F;ms=
o-fareast-language:EN-GB'>0845 072 3086</span><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:gray;mso-f=
areast-language:EN-GB'><o:p></o:p></span></p><p class=3DMsoNormal =
style=3D'text-autospace:none'><span =
style=3D'font-size:10.0pt;font-family:Wingdings;color:gray;mso-fareast-la=
nguage:EN-GB'>* </span><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;mso-fareast-lang=
uage:EN-GB'>Darren.Levesley@npower.com;<span =
style=3D'color:gray'><o:p></o:p></span></span></p><p class=3DMsoNormal =
style=3D'text-autospace:none'><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:gray;mso-f=
areast-language:EN-GB'>Twitter: @npowerbusiness</span><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;mso-fareast-lang=
uage:EN-GB'><o:p></o:p></span></p><p class=3DMsoNormal =
style=3D'text-autospace:none'><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;mso-fareast-lang=
uage:EN-GB'><o:p> </o:p></span></p><p class=3DMsoNormal =
style=3D'text-autospace:none'><b><span =
style=3D'font-family:"Arial",sans-serif;color:gray;mso-fareast-language:E=
N-GB'>Did you know you can now manage your account online and have your =
queries solved via Live Chat? </span></b><b><span =
style=3D'font-family:"Arial",sans-serif;color:purple;mso-fareast-language=
:EN-GB'><a =
href=3D"https://www.npower.com/in_business/applications/BusinessOAM/SME.O=
AM/Registration.aspx"><span style=3D'color:purple'>Register =
now</span></a> </span></b><b><span =
style=3D'font-family:"Arial",sans-serif;color:gray;mso-fareast-language:E=
N-GB'>to submit meter reads, view a bill, pay a bill and use our new =
Live Chat service. </span></b><b><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:gray;mso-f=
areast-language:EN-GB'><o:p></o:p></span></b></p><p class=3DMsoNormal =
style=3D'text-autospace:none'><b><span =
style=3D'font-family:"Arial",sans-serif;color:gray;mso-fareast-language:E=
N-GB'><o:p> </o:p></span></b></p><p class=3DMsoNormal =
style=3D'text-autospace:none'><b><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:gray;mso-f=
areast-language:EN-GB'>Below is a link of our complaints =
process:</span></b><span style=3D'font-size:10.0pt;font-family:"Times =
New =
Roman",serif;color:gray;mso-fareast-language:EN-GB'><br></span><b><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;mso-fareast-lang=
uage:EN-GB'><a =
href=3D"http://www.npower.com/idc/groups/wcms_content/@wcms/@busi/documen=
ts/business/complaint_handling_procedure.pdf"><span =
style=3D'color:#0563C1'>http://www.npower.com/idc/groups/wcms_content/@wc=
ms/@busi/documents/business/complaint_handling_procedure.pdf</span></a><o=
:p></o:p></span></b></p><p class=3DMsoNormal =
style=3D'text-autospace:none'><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;color:gray;mso-f=
areast-language:EN-GB'><o:p> </o:p></span></p><p class=3DMsoNormal =
style=3D'mso-margin-top-alt:5.0pt;margin-right:0cm;margin-bottom:5.0pt;ma=
rgin-left:0cm;text-autospace:none'><span =
style=3D'font-size:8.0pt;font-family:"Arial",sans-serif;color:black;mso-f=
areast-language:EN-GB'>As your electricity supplier we're required by =
law to read and inspect your meter regularly. This visual check of the =
metering equipment is important to ensure it's working safely and =
correctly, even if you've given us your own reading.</span><span =
style=3D'font-size:12.0pt;font-family:"Times New =
Roman",serif;mso-fareast-language:EN-GB'><o:p></o:p></span></p><p =
class=3DMsoNormal style=3D'text-autospace:none'><b><span =
style=3D'font-size:8.0pt;font-family:"Arial",sans-serif;color:gray;mso-fa=
reast-language:EN-GB'>Phone calls: We may monitor and/or record calls =
for security, quality or training purposes. Calls to our 0845 numbers =
will cost a maximum of 5p per minute, plus your phone company’s =
access charge. Please check with your operator for exact =
charges.</span></b><span =
style=3D'font-size:10.0pt;font-family:"Arial",sans-serif;mso-fareast-lang=
uage:EN-GB'><o:p></o:p></span></p><p =
class=3DMsoNormal><o:p> </o:p></p></div></body></html>
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