npower wrong meter billing advice

blackaqua

Hi,

I was looking for some advice on the lovely npower.

Basically to cut a long story short, due to our meters not matching up with the national database they transferred the neighbours flat instead. There is 3 month history, i've made perfectly clear what our actual meter is so that is a "non issue" in that aspect. Basically they ignored the information and went with the national database (they attempted 3 transfers before, the last one went through somehow).

So we now have a contract setup for the neighbours meter, the first payment was taken today via direct debit.

We are still paying our "previous" supplier for our meter so effectively we have 2 gas bills.

Do I have any rights to cancel the direct debit under the guarantee for a refund of the money taken as I obviously have only authorised them to charge for my gas supply, not my neighbours? I don't trust npower to properly refund the money once they have taken it. The contract has a £20 penalty fee for leaving within 12 months - obviously they will try to charge this (Despite the fact they need to setup a new contract again)

Joyful

They need to send your neighbours supply back to the previous supplier as an Erroneous transfer. There will be no cancellation charges and all money paid by you will get refunded. Before you change again get your current supplier to get the industry databases corrected.

nPower

Hi blackaqua

I am sorry to hear about the trouble you have had switching to npower.

We would like the opportunity to look into this for you. Please send your address details to forumresponse@npower.com and we will get on to it straight away.

Best Wishes
Sally

unpower

Having just transferred to npower, they've done exactly the same to me... in comes a bill for my meter and my neighbour's. Doesn't look good, does it npower?

On phoning them up, their representative was adamant that it was all payable by me and that I'd had the meter replaced part way through the quarter, and that's why there were two meters listed on the bill!

The meter has NOT been replaced, thankyou very much, and both my meter and my neighbour's are still connected and working.

Next time I switch energy suppliers I'll be far more careful about who I use. How on earth can npower be allowed to transfer customers' meters without our permission?

Apparently someone will come and read the meter and put it all right, and "if" it's not my meter then I'll get a refund. We shall see...

Terrylw1

In terms of transfers, it the registration number that allows you to move, mpan in elec, mprn in gas. The meter is a data item that will just hand over.

So, its incorrect meters set up in their records and on xoserve. The supplier is obligated to keep that up to date, if it ain't, they sort it out and send someone yo check if needed. For elec , the meter is not updated by the supplier, it is done by the meter operator who they have appointed so it may not be their error however upon discovering or you informinv them, again they are obligated yotsort the mess out.