Overcharged by npower for gas

jennieshrew

Hi all. I know there is a big long thread about npower overcharging but I dont fit into the specifics for that thread so thought I would start a new one.

I noticed today that Npower are charging me about 2p per unit higher for gas than my contract states they should be. I have phoned them and they have said to send in a copy of the contract and that the rates I have on my contract have never existed and it must be a printing error. :mad: Yeah right. Just wondered if anyone else had ever had this problem. If I use about 10,000 (does that sound right????) units per 6 monthly period and this has been ongoing for 2 or 3 years then I could have been overcharged by HUNDREDS.

I also want to check the bands have been split correctly. My contract says that they will charge the first proportion of units at a higher rate but the amount charged at a higher rate in my six monthly bill varies. Surely if 6000 or so units are charged at the higher rate then each 6 month would have 3000 at the higher rate as long as you exceed this?? Confused. NPower insist that they havent calculated this incorrectly but I just dont think it is right.

Also can I charge them interest on the error?

Thanks!

notbritishgas

jennieshrew wrote: »

Hi all. I know there is a big long thread about npower overcharging but I dont fit into the specifics for that thread so thought I would start a new one.

I noticed today that Npower are charging me about 2p per unit higher for gas than my contract states they should be. I have phoned them and they have said to send in a copy of the contract and that the rates I have on my contract have never existed and it must be a printing error. :mad: Yeah right. Just wondered if anyone else had ever had this problem. If I use about 10,000 (does that sound right????) units per 6 monthly period and this has been ongoing for 2 or 3 years then I could have been overcharged by HUNDREDS.

I also want to check the bands have been split correctly. My contract says that they will charge the first proportion of units at a higher rate but the amount charged at a higher rate in my six monthly bill varies. Surely if 6000 or so units are charged at the higher rate then each 6 month would have 3000 at the higher rate as long as you exceed this?? Confused. NPower insist that they havent calculated this incorrectly but I just dont think it is right.

Also can I charge them interest on the error?

Thanks!

Firstly what tariff do you think you are on?
If it is one of the older ones then you may come under the sculpting regime. Under this npower do not allocate the higher units evenly throughout the year but allocate more of them during the winter months and consequently less in the summer ones. Because of this you would not have half of them during any 6 month period.
Also a while back they compulsory moved customers of most of their old cheaper tariffs onto their standard tariff, is this where your extra 2p comes from?

Terrylw1

Are you business or domestic?

Are the unit prices written on by a sales agent? If so, it's not uncommon for them to lie their way into a sale this way. If the tariff rates don't exist, they wouldn't be able to bill you but you would have a case for compensation from them for the dodgy sales agent.

If you used 10000 units in a year then your tier 1 block is spread over the year. So, in each bill they calculate that first and then the rest gets charged at tier 2.

However, if they are using monthly values rather than bill generated ones, they will allocate a % to each calendar month based on weather weighting. If like with elec, it would just be X in each bill and nothing anymore clever than that.

notbritishgas

Terrylw1 wrote: »

Are you business or domestic?

Are the unit prices written on by a sales agent? If so, it's not uncommon for them to lie their way into a sale this way. If the tariff rates don't exist, they wouldn't be able to bill you but you would have a case for compensation from them for the dodgy sales agent.

If you used 10000 units in a year then your tier 1 block is spread over the year. So, in each bill they calculate that first and then the rest gets charged at tier 2.

However, if they are using monthly values rather than bill generated ones, they will allocate a % to each calendar month based on weather weighting. If like with elec, it would just be X in each bill and nothing anymore clever than that.

Ah yes, the word contract instead of tariff in the OP could well mean Business.
The OP has gone quiet though.

jennieshrew

Here I am!

I am on a fixed price residential contract until 2011 so I cant imagine there would be any reason they would be allowed to change a fixed price tariff?

I'm happy with the sculpting of the units but the tariff is definitely wrong.

jennieshrew

Terrylw1 wrote: »

Are you business or domestic?

Are the unit prices written on by a sales agent?

I'm a domestic customer.

I swapped energy supplier online in May 2008 just before they increased costs by about 25%. It looks like they have charged me the post increase price. They did have an issue with a delay in transferring the supply over, i'm wondering if they charged me the price valid at the time of transfer rather than the time I signed a contract. Given that they sent me a contract they have over charged me by loads compared the the price when I signed up.

Terrylw1

If your quoted rates equal the previous product price then they just need to add the old product to your account. That might just be that someone has set you up and not noticed the date issue.

jennieshrew

Terrylw1 wrote: »

If your quoted rates equal the previous product price then they just need to add the old product to your account. That might just be that someone has set you up and not noticed the date issue.

NPower told me that the rate I have on my contract has never been a price they have charged. I have had the account for three years - should have checked earlier but didnt for some reason. I have therefore been overcharged for three years. Crikey!

Terrylw1

If thats the case, it's possible it was a dodgy sales agent. There have been many cases where they make up prices to undercut and then you get signed up to find they don't exist. If thats the case, you should complain.

Given the time involved though, they will be less inclined to do much now. They may through a gesture of goodwill on though.

If the price is unsupported, they would have to create a specific tariff just for you and they won't do that.

It might be worth looking at the comparison sites to see if you will be better off it you switch.

jennieshrew

Hello again. I didnt go through a sales agent. I joined direct online via a link from money supermarket.

My fixed rate runs out at end december so will swap then and I will be better off. I think there are penalties for leaving before then.

Sterling

If I understand you correctly, you have a paper version of a contract you have with Npower for the supply of gas at a fixed price for five years, ending some time in 2011, and that the prices of the high and low tier kWh are clearly shown on the contract.

To begin with, I would take with a serious pinch of salt any claim by Npower not to have ever had the prices you say are on the contract. In my own experience, Npower cannot always be relied upon to get their own statements correct.

The bottom line is that you appear to have a valid contract from Npower, in which case, Npower must honour it at the stated prices, unless it can show some very good cause why it needn’t; which I find almost inconceivable.

I would suggest you work out how much your gas so far would have cost you at the prices stated on your contract, and deduct this from what you have paid so far. The difference is your loss so far, and gives you an idea of your basic claim to date.

I would then write/email Npower (not phone) and make a “formal complaint”. This will set the ball rolling. DO NOT PART with your paper contract, only supply a copy with your letter. I would remind Npower that your claim is increasing all the while you are being charged too much per kWh, and that you reserve the right to claim compensation for the time you are incurring, as well.

If you can get this properly resolved, there should no need for you to leave early. I would advise you to stay put for the time being at least. Leaving early might only serve to confuse the isssue.

I hope that helps.