DirectDebacle wrote: »
I do not find Cardews point unfair. From this end of the keyboard there appeared to be little in the way of input from MSE office. I personally sent email requests for support and these were not responded to. If behind the scenes work was going on then this should have been made clear. As far as I remember this issue was included in only one weekly email in over 2 years it has been running.
Nevertheless this Forum has been an invaluable vehicle in bringing this issue to its conclusion and for that I am grateful.
The pity is that there are so many issues for MSE to get involved in that prioritising is difficult. Naturally I feel that this should have been highlighted more but we can't all be winners.
MSE_Martin wrote: »
I find your later comment unfair. We did get involved in this - yet rather than doing it ourselves we worked with the official body set up for doing it - Consumer Focus and discussed, provided info, case studies on it - consumer focus has delivered.
Yet I get increasingly frustrated by the "Martin & his team should've done this" we do not have an unlimited resource of time and team to deal with every issue.
We are not a publically funded campaigns body. This was an important issue effecting a lot of people which was already being appropriately dealt with by a publically funded body.
We were involved in discussions with CF who told us that it was being dealt with and would take time. What else you wanted us to do I don't know, but I'm certainly more than happy with what we did and don't believe that duplicating that work was the best focus of our campaigning resources.
nPower_company_representative wrote: »
Most of our gas customers were better off after we made changes in 2007 but some changes were not easy to understand and we didn’t communicate them well. We’re sorry for the confusion and we're going to make some payments to put things right.
DirectDebacle wrote: »
An important principle has been established here.
npower claim that the changes they made overall were of benefit to customers. However they agree that when the change to the Primary Block units (the higher of the two gas prices) is taken in isolation then they will reimburse customers who were charged for more than 4572kWh Primary Block units.
What has received little publicity and does not appear to have been considered by Consumer Focus is that npower used exactly the same technique in 2004/5 to overcharge customers. In this instance there were no adjustments to DD discounts or a lowering of the gas price to cloud the issue. In fact npower changed the way they charged for the Primary Block units (to cause an overcharge) at the same time as introducing a price increase.
On 1st October, 2004, npower introduced changes which meant, for example, that for the 12 month period 1/4/2004-31/3/2005 virtually all of their gas customers would have been overcharged. Not to the same extent as this recent case but nevertheless would have netted them around £20m to which they were not entitled. If any of you were with npower during this period then I would recommend, if you have been overcharged, calling the helpline mantioned above and requesting you be refunded. If they refuse, and they probably will, then the principle they have established should make any claim so much simpler than ever it was before.
After all, npower now agree it is right to recompense where they have charged for more Primary block units than they were entitled to.
Strike while the iron is hot.
alleycat` wrote: »
What will be interesting from my point of view is they gave me a gesture of goodwill payment but said they had done nothing wrong - just that i was a great customer (or some other twaddle).
I wonder if they'll now give me a refund as well?
I'm not that interested in the money (as the gesture of goodwill was what they owed me anyway + a bit more) but in whether or not the gesture of goodwill was really ever that.
Well done DD :T
LINDSEY_1980 wrote: »
I was an Npower customer from 2005 to 2008 so would I qualify to receive a refund? Would it be worth calling them?
If you plan to get a place via 'clearing'
Lower your band & save £1,000s
Past-best-before health food etc