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Npower problems. Billed incorrectly and now expecting me to pay it.
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debsleypig
Posts: 85 Forumite
in Energy
Have been having huuugge problems with Npower. They gave me a massive bill this month saying that my account was £650 in debit. I had no idea how this could have happened and saw that they carried forwards a £314 debit amount from the previous bill in November. However, the November bill stated that the account was £25.61 in debit! They have now sent me through a retyped bill until the end of November affirming again that the account was indeed £314 in debit with no explanation about the original November bill being incorrect, no apology, nothing :mad:
I am getting the complaints person to call me tomorrow afternoon and I will be seeking legal advice on this straight away. I was just wondering if anyone else had any experience of this and would know if I need to pay this? I don't see how they can give me a bill in November to say that the account was basically fine and a tiny bit in debit, and then change their minds and decide that the bill was incorrect and it was actually £314 in debit???????????? BTW the bill was based on accurate up to date meter readings, not estimates. Any advice gratefully received.
I am getting the complaints person to call me tomorrow afternoon and I will be seeking legal advice on this straight away. I was just wondering if anyone else had any experience of this and would know if I need to pay this? I don't see how they can give me a bill in November to say that the account was basically fine and a tiny bit in debit, and then change their minds and decide that the bill was incorrect and it was actually £314 in debit???????????? BTW the bill was based on accurate up to date meter readings, not estimates. Any advice gratefully received.
£11,000 in 2011
£800/£11,000
Weight loss: 11st 1lb (2 stone to lose)
£800/£11,000
Weight loss: 11st 1lb (2 stone to lose)
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Comments
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Yes you will need to pay it. Instead of launching legal action use that money to pay the bill. If you used the energy you must expect to pay for it.His Heart Proved He Was A RedSuarez, SuarezWe Bought The Lad From AmsterdamWe Know He's Not a Chelsea Fan.Fernando Torres = El Judas0
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Hi - my sis had a similar problem with Npower a couple of years ago, but her bill turned out to be around £2000 in debit! She had very lengthy protracted discussions with Npower, and then Energy Watch - who finally managed to get Npower to reduce the bill by £500 as a gesture of goodwill. But she still had to pay the balance - part of their "goodwill" was to enable her to pay a small amount monthly - it took her a while but she did it.
So yes, you are responsible to pay, but it may well be worth contacting the regulatory body for energy if you don't get any joy/sense from Npower!
http://www.consumerfocus.org.uk/get-advice/energy
I think it may be these?0 -
No one can advise on the information given to date.
Apparently, a revised bill for around an additional £300 for the same period and based on the same accurate firm readings has been produced.
There's something missing from the story methinks.
Either that or Npower have borrowed EDf's computer.
If you scan in the two bills and we can have a look see. Remove any personal identyfying detail.0 -
Either that or Npower have borrowed EDf's computer.
.
Not the computer !! I almost had access to my EDF account today, the CSA actually said I shouldnt have access but then she gave me all the details to my online account (oh the joy.). I then proceeded to my email to validate my account and guess what.
It does not work !!! :shocked:
After 40 minutes waiting to submit my readings for my bill I have been yet again let down. nPower might be easier than this. :rotfl:His Heart Proved He Was A RedSuarez, SuarezWe Bought The Lad From AmsterdamWe Know He's Not a Chelsea Fan.Fernando Torres = El Judas0 -
Gerrard_8_lfc wrote: »Yes you will need to pay it. Instead of launching legal action use that money to pay the bill. If you used the energy you must expect to pay for it.
Debsleypig, you should insist - in writing - that they send you a bill which follows on from and is consistent with your last bill. If they are going to take it to court, then all you need to do is take the 2 bills and say "I know I owe something, but the new bill does not start where the old one finishes, so I don't know how much I owe, but it is not the amount on the latest bill" and nPower would be told to go away and produce a correct bill and not come back and waste the court's time.
Don't be misled by gerrard on this. You are entitled to a bill which follows on from your previous bill and which finishes consistent with your current meter readingsHi, we’ve had to remove your signature. If you’re not sure why please read the forum rules or email the forum team if you’re still unsure - MSE ForumTeam0 -
Hi debsleypig - Sudden hikes in bills are common where previous bills have been issued on Under- Estimated figures, and then when the meter is Read a catch-up bill is issued.
However, what is uncommon is for a supplier to completely re- issue a bill, so just in case something else may be wrong, check that the meter number on your bills matches that in your meter.
Take a close look at the First Issued earlier bill that listed a £25.61 Debit and check every single calculation on it, and if it is showing Debit/Credit carried forward from an earlier bill, check that one too.
If you cannot find any errors in the calculations, then compare it with the Re-issued bill in fine detail - Does it cover the same period? Have the Start & End meter meter readings been changed? Do they run consecutively from earlier bills through to the latest bill?
If you are confident in the accuracy of the earlier bill and have found fault with the re-issued bill,
Put your concerns in WRITING in a letter headed complaint0 -
Thanks so much for all the advice. Particular thanks to DVardysShadow and dogshome.
I will be speaking to Npower complaints team later today. But yes, I will put it in a letter as well, good thinking. Plus ask for a further bill etc as suggested by DVardysShadow.
I have free legal cover via my home insurance, so will phone them, or go via the energy ombudsman if Npower cannot resolve the problem to my satisfaction.
Yes, I need to sit down and take a good look through all the bills and do lots of calculations etc etc and see what is what. Sigh-what a waste of a Friday evening.£11,000 in 2011
£800/£11,000
Weight loss: 11st 1lb (2 stone to lose)0 -
debsleypig wrote: »I have free legal cover via my home insurance, so will phone them, or go via the energy ombudsman if Npower cannot resolve the problem to my satisfaction.IT Consultant in the utilities industry specialising in the retail electricity market.
4 Credit Card and 1 Loan PPI claims settled for £26k, 1 rejected (Opus).0 -
You cannot take the matter higher until you have raised a formal complaint with Npower and they have been given the chance to resolve the matter.
Yep, I read that on the ombudsman website. I am going to work on the complaint to Npower first and give them a chance to deal with it. If they don't deal with it to my satisfaction, I will then get a 3rd party involved. Thanks.£11,000 in 2011
£800/£11,000
Weight loss: 11st 1lb (2 stone to lose)0 -
As I understand it,you have two bills dated to November which arrive at a significant different debit amounts.
As I suggested earlier,there are plenty of good advisers here,who will look at them for you and explain what is causing the fundamental difference.
Just scan the bills into this website ,getting rid of personal data and I will personally take a look at for you.
It doesn't really matter at this stage,who you refer the matter to as a complaint,you first need to understand what has caused the current debit balance. Only then,can you decide if there is a valid complaint.
I think you are due to talk to Npower today. Get them to slowly explain why the bills are so different. Note down what they say and let us know if want more advice.
The key factors might be:
Estimated readings being used on the first bill.
Estimated readings being used on previous bills which have caused a different carried forward balance.
A tariff change.
A previous incorrect meter reading.
Let us know how you go on.:)0
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