Npower Prepayment meter

Gayna

Hello everyone. I need a little advise on my final bill from Npower as we have just moved home.
I have had nothing but trouble with Npower and this has to be the last straw.
My electricity meter was one of those prepayment card meters where you top it up at shops for credit. However they have recently written to me saying that they have discovered that the electricity meter may have been charging me a different rate than the one used to calculate my bill. Either that or I have been using a different card to the one they issued. The latter is highly likely because alll the cards they sent out didn't work and wouldn't register in the meter. I did call them on several occasions and explain that the cards they were sending out weren't working and at the time I was told not to worry bucause they could recall the money from the company that the money goes to. I have received a final bill for just short of £100 and don't know what to do, they are being very difficult and telling me I need to pay up or else it will go to a debt collecter. Has anyone got any advise as Im not very good at writing official letters and don't know where I stand. How is this possible for a prepayment meter ?

Sorry for the rambling, any advise greatfully appreciated

Gayna

stephga23

Hi,

What kind of meter was it? Was it a smartcard or a token?

Token meter you will need to pay for it.

Smartcard meter - firstly you should recieve statements every quarter, so if it ever showed a debit balance on and you never called to query it then yes. Also if you were using another suppliers card/temp card to top up the meter then you won't be paying the correct price so they do have a right to reclaim it i believe.

I would ask for the complaints department or write a letter and ask for all statements to show this debit balance (so you can see for yourself how this has built up) and how they have attempted to adjust your meter to reflect the correct prices. I.e how many cards have they sent and how many commands (signals) have the sent to the meter to increase the price.

Hope this helps

nPower

Hi Gayna

I am sorry to hear about the problems you have been having with your prepayment meter.

I am an npower company representative and if you PM me your npower account details, I will get it looked into straight away for you.

Best wishes,
Sally at npower