NPower: Where do we stand?

Julesiep

A year and a half ago we swapped electricity tariffs with NPower to Ecomony 7. They worked our DD out to be £18 a month. Later this was reduced to £16 as we were in credit. Last week we got a letter to say that they think the meter reader has read the readings wrong and they have been charging us the night rate in the day and vice versa. This means they have undercharged us by over £400 and have sent us another letter advising an increase in our DD to £70 a month. We cannot afford this and we are already on a DMP with a debt charity to help pay off our loans and credit cards. OH has phoned them and they have asked we do two readings today at different times to double check but they are pretty sure we owe them money. NPower said we must pay for the electricity we used, even though a meter reader has got it wrong not us! If we thought our bills were higher we would have tried to limit our use of electricity therefore never have used so much. Where do we stand? That is a lot of money to find for something that is not our fault!

DVardysShadow

Never mind what your DD is, you pay for what the meter records. That is the way it works. So, although they read it wrong, you should have checked. Although it is tricky, it is not beyond the average adult - you are as much at fault as the supplier.

What you should do now is check whether they are right and dispute it if they are wong. If they are right, negotiate to pay the excess over 18 months - as thsi is the time over which the error built up.

Cardew

The problem is that it is technically your fault as well as you should check your bills and meter readings. Particularly as you were only paying £16 a month and using electricity to the tune of £40 a month.

As Npower also appear to be at fault there might be a case to have them only back-bill you 12 months(instead of 18 months). However you are liable to pay for electricity used; had it been the other way around you would have expected a refund!

Julesiep

Which is why the meter reader got it wrong... clearly not an average adult The rates had been recorded the other way around on the bill so what was I suppose to be checking? We have phoned with readings as well stating rate 1 and rate 2. So it has been log wrong. I was not to know the rates were the wrong way round as they have always appeared on my bill like that. It does not state anywhere which rate is which.

Julesiep

Cardew wrote: »

The problem is that it is technically your fault as well as you should check your bills and meter readings. Particularly as you were only paying £16 a month and using electricity to the tune of £40 a month.

As Npower also appear to be at fault there might be a case to have them only back-bill you 12 months(instead of 18 months). However you are liable to pay for electricity used; had it been the other way around you would have expected a refund!

Yes I would have expected a refund it is was the other way but on the other hand I would not have used so much electricity if I had known it would cost more. I would have turned my computer off when not in use etc.

Ken68

I would have thought, Julie, that you were the least to blame, and if it ever got to court the judge would probably knock two thirds off the bill.
You need to put in writing a complaint to nPower and if they refuse to give way, then lodge it with Consumer Focus.
Not sure of the exact procedure, but a deadlock letter will be issued, and you can then start paying the proper rate from that date and the monies owed will be in suspense.
IF you have started paying off the arrears the judge or registrar could well think you have accepted responsibility, so you need to get a letter away a.s.a.p. Maybe you could get a free solicitor to write it.

DVardysShadow

Ken68 wrote: »

I would have thought, Julie, that you were the least to blame, and if it ever got to court the judge would probably knock two thirds off the bill.

I think that would be a false hope.

dogshome

Hi Julesiep - On an ECO 7 tariff you get get cheap power overnight to heat Storaage Radiators & produce a tankful of Hotwater

The amount of power consumed doing this should be far greater than that you use during the day, and providers make the assumption that the higher consumption of meter reads 1 & 2, is the night rate, which in your case seems to have been an incorrect assumption

Have a look at the bills from your previous supplier to see if they had got the bills ther right way round, if they had, then write to n'power asking why they had got them wrong

Apart from the above, if your Night rate consumption is lower than that on your Day rate then something is awry - Actually permantly switching off the storage heaters could explain it, but if you are running them and the hot water, post your actual readings for advice

However power providers will often assume

Cardew

Julesiep wrote: »

Which is why the meter reader got it wrong... clearly not an average adult The rates had been recorded the other way around on the bill so what was I suppose to be checking? We have phoned with readings as well stating rate 1 and rate 2. So it has been log wrong. I was not to know the rates were the wrong way round as they have always appeared on my bill like that. It does not state anywhere which rate is which.

You are supposed to check meter readings and know which meter is off-peak and vice versa.

You asked for advice about the situation in which you find yourself(and this happens scores of times). Your opinion, or my opinion, of who is at fault is not the issue; so you don't have to justify yourself. Neither does it matter if you are heavily in debt or a multi-millionaire

If you feel that an error on the Utility company's part(if that is the case) means you are not liable to pay for what energy you used, then refuse to pay and argue your case in court if that action is taken.

It seems what you are suggesting is that if a company makes an error in your favour, then they cannot correct that error. However if the error is in their favour, you are entitled to a refund?

Ken68

The courts are there, Cardew, to apportion blame, tis not black and white.
As you say, they are not concerned whether Julie is a pauper or a millionaire, or what she would have done in other circumstances.
The courts time is precious and they want clear facts and to know that an offer has been made by Julie and rejected by nPower.
Get in first, Julie, see a solicitor or CAB and suggest a figure of , say, £100, also for time to pay and maybe ask them why the screw -up took so long to sort.
Ask any RELEVANT awkward questions ,like why no mention of what Rate 1 and 2 represents.
The judge will be looking at a copy of your letter when he gives a decision.