Anger as residents forced to chase bills to avoid £1,000 shock
ANGRY customers in Cheltenham have made multiple complaints to npower after the gas and electricity supplier failed to send out their bills for more than a year in some cases.
Some customers said they were told their overdue payments had reached £1,000 but had not been sent a bill to declare any payments due.
Unhappy npower customer Sally Measham. 79, from Lansdown, has been without a bill since January.
She said when a call from npower's executive director came, it was with a shock figure, adding: "I was told that they were installing a new billing system and that my account for the quarter was in excess of £1,000.
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"I should be told how much I owe npower and whether I will receive any compensation."
Mrs Measham wrote to npower in June because she had not received her bill. She said customer services replied, saying they were in "a period of high correspondence".
Tewkesbury resident Pauline Woodend said she had not received a bill from npower since February last year.
She said: "After being a customer of npower for more than 15 years paying our fuel bills quarterly, the last bill we received was in February 2012. Realising in June 2012, we contacted npower and discovered that our fuel bills had reached more than £1,000.
"The problem has not been addressed and we still haven't had a bill.
"We had a letter in June apologising for a billing problem, saying that a bill would soon be sent. We are still waiting."
Gordon Woodman, from Pittville, added his voice to the complaints, saying: "I last received an account from npower in October last year.
"In spite of many phone calls and letters, and no less than four meter readings, all npower will advise me is that it is being 'dealt with'," he said.
npower has since attempted to reassue customers that the issue of unsent bills is being investigated.
A spokesman for npower said: "We were really concerned to read about the problems Sally, Pauline and Gordon have had.
"We would like to reassure them that their accounts are being looked at as a priority and we'll be in touch with them to resolve their queries."