nPower - incorrect final bill

Magcar · 21 May 2015 at 9:11AM

I changed dual energy supplier from nPower to Green Star two months ago.
I sent both readings to Green Star who forwarded them to nPower.
My final bill from nPower gives the correct gas reading termed "your reading" but the incorrect electricity reading termed "our estimate".
Their electricity reading is higher than my reading.
nPower assured me they would re-assess the bill within 28 days - they didn't.
I was then asked to check what figure Green Star had sent them - it was the correct (lower) one.
nPower refuse to refund my overpayment saying they do not have to if the difference is less than 250 Kwh.
Surely they cannot just dream up a reading and make me pay twice for the units?
What can I do??

matelodave · 21 May 2015 at 11:03AM

You'll have to go through their complaints process - so start it by writing a letter or E-Mail marked COMPLAINT in big letters.

Then if they haven't resolved it in eight weeks go to the ombudsman.

Magcar · 21 May 2015 at 1:54PM

Thank you Matelodave!
Have just heard from my new energy company that they are contacting nPower to try and persuade them to use my (lower) reading. Fingers crossed!

scaredofdebt · 21 May 2015 at 8:40PM

If you want the money urgently and you paid by direct debit, you can ask your bank to return a payment under the terms of the DD guarantee as npower have made a mistake.

The only problem with this is the bank can only return the whole amount of the payment, so it will be too much or too little.

If it's too much you can always send a cheque to npower for the difference.

spiro · 22 May 2015 at 7:26AM

NPower are using the 250kwh in the wrong context. The 250kwh applies when you dispute the CoS reading it does not allow the 2 suppliers to use overlapping meter readings. Double billing is not allowed.

Cardew · 22 May 2015 at 8:37AM

Magcar wrote: »

nPower refuse to refund my overpayment saying they do not have to if the difference is less than 250 Kwh.
Surely they cannot just dream up a reading and make me pay twice for the units?
What can I do??

The gaining and losing companies have to agree a mutually acceptable meter reading. It is a standard procedure used millions of times.

Green Star cannot use your meter reading to start billing if it is not accepted by NPower. So there should be no question of paying twice.

To be fair to Npower( not easy!) they don't 'dream up' a meter reading, they use an audited algorithm to estimate your meter reading based on your earlier consumption pattern.

Some customers 'fudge' the meter readings they send to gain an advantage.

nPower · 22 May 2015 at 5:39PM

Magcar wrote: »

I changed dual energy supplier from nPower to Green Star two months ago.
I sent both readings to Green Star who forwarded them to nPower.
My final bill from nPower gives the correct gas reading termed "your reading" but the incorrect electricity reading termed "our estimate".
Their electricity reading is higher than my reading.
nPower assured me they would re-assess the bill within 28 days - they didn't.
I was then asked to check what figure Green Star had sent them - it was the correct (lower) one.
nPower refuse to refund my overpayment saying they do not have to if the difference is less than 250 Kwh.
Surely they cannot just dream up a reading and make me pay twice for the units?
What can I do??

Hi Magcar

Thanks for your post.

I'm sorry that you're having issues with your final bill. If you can contact me using the details on our profile page with your final meter reading and your account details, I'll amend this for you.

Kind Regards

Jen

nPower - incorrect final bill

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