I was with npower for 10 years, and five years ago moved to a more ethical energy provider. I have £332.79 credit on my account and called nearly 10 times, waiting up to 30 minutes on hold, and each time it promised the money would be credited to my bank or sent via a cheque. Nothing happened. I have asked a manager to call me back, which has never happened. KJ, London
Npower agrees the service you have received is unacceptable and blames a technical problem. It has refunded the credit and added £150 to show its remorse. The question is, would you still be waiting if you hadn’t invoked the media? An internet search shows other customers have faced similar battles – in 2013 it was found npower had stockpiled £400m in customer credit and was enjoying the associated interest payments before returning it.
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.
