Npower bill - had an increase?

DirectDebacle

Thanks for that Bronnie. Did your email ask for an explanation as to why they were requiring your account to be at zero in the spring and did you point out that their behaviour was in breach of SLC 27. If so and they give a response to those points would you be so kind as to post the relevant parts of their reply please.

I keep a record of my meter readings which I take on the last day of each month and also submit them to my supplier. If there is any sharp change to my DD as a result of inaccurate previous or anticipated useage I am in a good position to challenge it. So far this has not happened and my DD has been kept to what it should be.

If you don't take regular readings at the moment then it would be a good habit to get into.

MikeR71

Wow, so many similar stories to my own. I am at least glad that I am not the only one being treated like this by Npower.

To cut a long story short, I was sent a letter by Npower in August explaining their new prices from October and an estimate of how much my consumption would be over the next 12 months, which came to £1256 for dual fuel. On Sunday I noticed that they had taken £190 from my account instead of the monthly £90 which had been agreed. So yesterday I phoned them up and I was told that the £190 is the new DD I will have to pay based on my predicted consumption over the next year!!!!! So I pointed out their letter from August in which they estimated my use to be £1256, which using quick maths will come to just over £100 a month in DD.
She was adament that the new DD is correct and I didn't argue further. I was straight onto uswitch, did a comparison and found SP to offer the cheapest deal fixed until November 2012, with a monthly DD of £80. I switched, easy and Npower are now in my little black book

MikeR71

One more thing, I think what was killing me with npower was their daily standing charge which is 60p per day for gas. Although this brings down their unit price, I figured that I would be better off paying the slightly higher unit price with SP rather than the standing charge since I will be away for half the time this coming winter.

So I suggest you look at your consumption and decide whether the daily standing charge is worth it for your individual circumstances.

Bronnie

DirectDebacle wrote: »

Thanks for that Bronnie. Did your email ask for an explanation as to why they were requiring your account to be at zero in the spring and did you point out that their behaviour was in breach of SLC 27. If so and they give a response to those points would you be so kind as to post the relevant parts of their reply please.
.

In the first instance, my email requested my dd be revised to a figure which accurately reflects my most recent annual usage figures (as supplied by them) plus the debit balance. Else for npower to provide me with a written explanation and justificaction as to why they can not do this, in the light of their obligations under SLC27.

(Hope it makes sense )

Let's see what we get back first from that.

I will definitely be taking monthly meter readings from now on..............and coming back to this thread for help with the precise wording, should a further email to npower be required!

jalexa

Let me post a phrase which appears in SLC27.15, one of the relevant Regulation clauses regarding fixed Direct Debit review.

"...the licensee must take all reasonable steps to ensure that the fixed amount of the regular payment is based on the best and most current information available.." (my emphaisis).

The clause is "qualified", the qualification may or may not be relevant.

My "take" on that is that it would be *possible* (for a supplier) to claim that the provision of a customer read (even monthly) satisfies "best and current information".

A customer defence would be to cite any pre-contract information on Direct Debit which specifies there will only be an "annual review" and (one) "mid-term review".

However, whatever the frequency, the calculation must be accurate and the Regulations require the supplier to provide the "basis" on which the "variation has been determined". There is plenty scope there for the application of the supplier's Complaints procedure.

yabbadoo

This is a very interesting discussion, clearly evidencing the tricks that suppliers get up to to maintain their cash flow/profits. In essence, they charge high rates then offer (usually conditional and delayed) discounts once they have your money. Break the conditions, lose the discount (thus increasing their profits). Personally, I discount these discounts in price comparisons/calculations (which I've done for years) -I know my usage, so can calculate annual; bills using supplier's rates. For me this is the only way - I try to deal in facts, not estimates.
I'm a former customer of Scottish Power (I left them yesterday) who refused to pay a 15% increase. I've found (and have been promoting) what appears to be the IDEAL supplier - OVO. Check out their website - I think they've read Martyn Lewis's handbook - everything he promotes as best practice, they do.
1/ I don't like Standing Charges, but OVO's are the lowest of all suppliers I've checked, who charge them
2/ Simple billing - one rate (no split rates) AND they're the lowest for my modest usage by more than £200 a year, (and gas/electric prices fixed for 12 months)
3/ WYSIWYG - no discounts!
4/ Customer service (to date) excellent - AND on an 0800 number

As mentioned in the posts, it's the "cold" period. As a consequence (as a new customer) they've calculated my annual usage (approx £1200) but for the first few months my Direct Debit will be £139, to build up a credit balance.
CRUCIALLY - the credit balance earns 3% interest, paid monthly (I do need to provide on-line meeter readings - the only drawback)
Can one get 3% interest on the High Street? Probably, but with difficulty and conditions attached. They say they will refund overpayments on demand and adjust DD's once a history is built up. Not a concern, when I'm getting 3% interest! Scottish Power were going to charge me £139 a month anyway, had I stayed.

OVO have been in business since 2009, it seems, but until August I'd never heard of them. I've been checking since - to date I've not seen a single cusomer complaint.

Summarised - cheap prices, simple CLEAR on_line billing (paper bills cost £20 a year billed/paid quarterly) easy cost-free contact/customer service.
Runners-up (costwise) - EDF, Scottish Power and NPower. All at least £200 a year more expensive, and do I need the hassle as evidenced by the posts above?

Fortunately I was able to switch within my contract "window" so I don't expect to be penalised for changing supplier. However, given my £200 saving, it would have been worth paying the £60 charge ---- food for thought, moneysavers! Just in case anyone wonders, I'm 69, a retired pensioner watching my pennies, and have NO connection past or present with any energy supplier.

meggsy

"I understand that we have made some adjustments to your direct debit which have been carried out automatically and predicted an incorrect figure"

Explanation received in August 2011, but do we believe it, that is the question

jalexa

This is a "knowledge base" article currently available online...

https://customerservices.npower.com/app/answers/detail/a_id/269/kw/predicted%20use

Anybody noticed "predicted cost" on their NPower bills?

Anybody challenged the accuracy?

DirectDebacle

Anybody noticed "predicted cost" on their NPower bills?

Anybody challenged the accuracy?

This one did.

MikeR71 wrote: »

Wow, so many similar stories to my own. I am at least glad that I am not the only one being treated like this by Npower.

To cut a long story short, .....instead of the monthly £90 which had been agreed. So yesterday I phoned them up and I was told that the £190 is the new DD I will have to pay based on my predicted consumption over the next year....
.....She was adament that the new DD is correct and I didn't argue further. I was straight onto uswitch, did a comparison and found SP to offer the cheapest deal fixed until November 2012, with a monthly DD of £80. I switched, easy and Npower are now in my little black book

jalexa

DirectDebacle wrote: »

This one did.

No mention of "predicted cost" on the bill though.