Overcharged by npower for gas

jennieshrew

Sterling wrote: »

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. Yes, when I switched to them online they sent me a printed copy of a contract stating the unit costs.

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. I signed up to a fixed price deal until 2011, a week later they increased the tarrif on that deal. They sent me a contract for the supply but did not actually transfer the gas account for a while. I called to check the old rates applied and they said the rates were correct. I ddint write down the prices from the online switch. I just have the contract to compare it against. I have a feeling they have charged the increased rates from after the price rise but I should have been charged the price pre-price rise at the time I switched. Hope that makes sense. Of they just cocked up.... Just trying to guess why the error occurred. Irrelevant really.

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. Have drafted a letter of complaint and taken a photocopy of the contract to send to them. Requested they pay 8% interest as per bank charges but am aware they paid 6.6% on big recent overcharging.....

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 wont leave until it is sorted. Agree this will confuse matters. Have submitted meter readings from today to make sure overcharge is calculated on actual readings.

I hope that helps.

Thanks for your help. Will let you know what happens.

Terrylw1

If the deal was sold to you by Money Supermarket then either they had incorrect rates or Npower are talking rubbish.

If the contract is from Npower, then it sounds more like it's an old deal which they need to add to your account.

Make a complaint, but make it high up.

Sterling

jennieshrew wrote: »

I signed up to a fixed price deal until 2011, a week later they increased the tarrif on that deal. They sent me a contract for the supply but did not actually transfer the gas account for a while. I called to check the old rates applied and they said the rates were correct. I ddint write down the prices from the online switch. I just have the contract to compare it against. I have a feeling they have charged the increased rates from after the price rise but I should have been charged the price pre-price rise at the time I switched. Hope that makes sense. Of they just cocked up.... Just trying to guess why the error occurred. Irrelevant really.

As your printed contract has the correct unit prices, you should have no trouble. It does not matter if the prices later changed. The contract is to supply you with gas at the stated prices per kWh over the stated length of time, running from when your supply with Npower began.

Npower are very good at offering phoney excuses, but you sound as though you are not going to be fobbed off. Good luck.

jennieshrew

Ok..........

NPower just called. My contract states SOL 11 IGT tariff. My bills state Gas IGT Fixed Price tariff. So they said on the phone they have charged me the corrct price.

Questions I now have, is the fixed price tarrif the one at the time I signed up online or the one 2 months later when supply switched, which had increased by 25%. Is there anyway of checking this myself online? I need the unit tariff for the fixed price until 2011 as at 17/4/08.

I have googled but cant find anything.

Wish I had printed the tariff from moneysupermarket.com at the time. Damn! Now I only have NPower's word. And I have a huge sinking feeling in my tummy....

DirectDebacle

jennieshrew wrote: »

Ok..........

Wish I had printed the tariff from moneysupermarket.com at the time. Damn! Now I only have NPower's word. And I have a huge sinking feeling in my tummy....

Why not ask moneysupermarket to trace it from their end? May well be they have records of the tariff shown when you switched and/or records of what they sent to npower. Worth a try.

jennieshrew

Thank you that is a great idea Directdebacle I have emailed moneysupermarket. I have an email from them at the time with a customer reference number so shouldnt be too hard to trace if they keep records for long enough.

dogshome

Hi jennieshrew - The letters IGT on your tariff indicate that your Gas isn't piped into your house directly from the National Grid, but the lengths of pipe to your house and those around you were put in by a private contractor - Independant Gas Transporter - who impose a Service Charge on you which is collected by your gas supplier and passed back to them - the 2 pence?

I'm afraid that all the suppliers will impose this charge, so they can recover what they are being charged.
However n'powers reputation with paperwork isn't the best, so it's worth checking with your neigbors that your Gas supply really does come through private pipes

Terrylw1

Is your MPRN on the bill 10 digits long prefixed 74 or 75? If so, it will be an IGT site.

notbritishgas

jennieshrew wrote: »

Ok..........

NPower just called. My contract states SOL 11 IGT tariff. My bills state Gas IGT Fixed Price tariff. So they said on the phone they have charged me the corrct price.

Questions I now have, is the fixed price tarrif the one at the time I signed up online or the one 2 months later when supply switched, which had increased by 25%. Is there anyway of checking this myself online? I need the unit tariff for the fixed price until 2011 as at 17/4/08.

I have googled but cant find anything.

Wish I had printed the tariff from moneysupermarket.com at the time. Damn! Now I only have NPower's word. And I have a huge sinking feeling in my tummy....

I do not think Sign on line 11 (SOL11) was a fixed tariff but just another one of their new tariffs they brought out regularly. For example I joined them in April 2006 and the tariff then was SoL4, I subsequently changed in April 2008 to SoL10 so this ties in roughly with your SoL11 being in 2008.
However earlier this year they compulsory moved people from their cheaper earlier tariffs onto their more expensive standard tariff. Could that have happened to you?