Can I expect a refund?

CHJR

After recently switching from Npower to Atlantic, an error on my Npower electricity bills has been revealed which I believe has persisted for many years.
I have been paying Day charges for Night units used and Night charges for Day units used.
My final Npower bill dated 8thApril 2010 showed
Night Units = 983kWh charged @ £40.30
Day Units = 4324kWh charged @ £634.21
Total Cost of electricity used for the period £674.51

In actual fact the final reading of my meter submitted to my new supplier on the 9th Feb 2010 were as follows:
Low = 79583
High = 29651
however on the final Npower bill of 8th April, these figures have been transposed showing:
Night = 29651
Day = 79583
Recalculating the charges based on the same unit prices quoted on the bill shows that the total cost of electricity for the period should in fact have been £332.06.

Can I expect Npower to go through all previous bills and calculate my refund?

MyRubyRed

Have you spoken to NPower?

CHJR

Yes I phoned before checking carefully. I was warned that the error would work against me and that I might end up paying them. I then took fright! But on calculating carefully what I should have paid I can't see how I could end up paying them.

I have prepared a letter but wonder if there may be any pit fall that I have missed.

MyRubyRed

I too don't understand how they can say the error would work against you. Did they give any reason why. Sorry I'm not an expert here but you seem to have a valid case for complaint. I'm sure there will be someone else on the site shortly with more experience and knowledge. On another note I am with Atlantic and I can't fault them. Customer service and billing is by far the best Ive ever experienced and theyve just dropped costs too

CHJR

Thank you. That is reassuring. I certainly am impressed with Atlantic for identifying the problem and agreeing to switch values straight away and recalculate my first bill with them. I'm not sure about their website though. I'm still having problems entering entering meter readings and getting my bill on line. I have sent a message to them so hopefully it will be sorted out soon.

MyRubyRed

CHJR wrote: »

Thank you. That is reassuring. I certainly am impressed with Atlantic for identifying the problem and agreeing to switch values straight away and recalculate my first bill with them. I'm not sure about their website though. I'm still having problems entering entering meter readings and getting my bill on line. I have sent a message to them so hopefully it will be sorted out soon.

Give them a call if you are having problems. UK based call centre and quick response....and no I don't work for them. I'm normally the first to gripe about bad service!!
Best of luck hun
xx

Cardew

Not sure this makes sense to me and you need to give more detail.

What were the meter readings on previous bills?

Presumably you have night storage heaters? Even so to have a cheap rate consumption(for 7 hours) of over 81% seems remarkably high.

PNPSUKNET

reads are given by the new supplier, not a leaving supplier. They will rebill and your unit charge would be different think they mean. Have you checked your new supplier has it the right way?

CHJR

I am happy to say that I have had a successful resolution to this case and have received a substantial refund of over paid charges since 2004. I am happy to say that the Customer Service staff of both Npower and Atlantic were extremely helpful and attentive. I received several phone calls from their staff and never had to chase them once!