NPower Charging Different Rates

Incognito123

Hello,

I recnelty moved house and wanting to get my £60 DD rebate which is due soon I had to change the new place to NPower also. I had time to go through my papers last night and found something interesting.

They sent me a letter on March 31st 2006 stating the gas price was 4.166p kWh up to 4,572 units and 2.171p for anything over 4,572 kWh per year. (including 5% VAT).

On July 1st, I get another letter saying the gas supply would start on 11 July and the gas would be 3.129p kWh up to 4,572 units and 1.6275p for anything over 4,572 kWh per year. (including 5% VAT).

I called today to find "they havn't changed there prices since April 1st) and I am paying 3.789p/2.487p over 4,572 (another figure again!)

The standard prices on their website are 4.17p/2.17p over 4,572 (a 4th figure!)

I said I had a letter in front of me, signed by their Head of Customer Operation quoting the above mentioned price! I then got transferred to someone more senior (gave him the letter reference number) who went off for a while to speak to the accounts department.

He came back saying it was a mistake and that those prices do not relate to any deal they have. He said I would get a letter detailing the real prices and a courtesy call from the Admin Department (ooo WHIPTIE!!!)

I said being in writing I wanted to hold them to the quoted price. He said I would have agreed to the proper prices over the phone (which I did, but took no notice at the time of the prices) - I then said that this letter came after any phone call and again being in writing it was a contract.

He said that they can't do gas that price and it was mistake. Not wanting to get into an argument and knowing I was being recorded as I knew he would not do anything, I changed the topic to another question I had and ended the call.

So... should I just accept it was a mistake, accept what they charge me, wait until I get my £60 rebate then move... or should I stick to my guns and quote fair trading act this and that (can anyone suggest what I need to quote) and hold them to it?

Cardew

If a firm make a genuine mistake, as the July 1st letter quite clearly was, I cannot think you can hold them to that tariff unless you can argue that you signed up on the strength of that letter.

Unless you are on a fixed/capped tariff - which you haven't mentioned - there is nothing to stop them putting up their prices as often as they want.

IMO the only point at issue is should you be on the website price(4.17/2.17) or the 3.789/2.487 price. Could the latter be a fixed/capped price tariff?