Beware Npower billing system error

ExBT_Bob

Just a note to advise customers of NPower to check their bills VERY carefully.
After 6 months and much prompting from me Npower finally sent me an up to date bill. The bill seemed a bit over the top so I checked carefully the meter readings. These were as supplied by me so I was a bit perplexed. I then examined my bill a bit further, checking unit prices, etc. This too was all in order. Finally I checked the 'electricity summary' table out again. I then spotted where it has to add up two readings (part) to make the total Kwh figure which it then multiplies by the unit charge. The billing system added 129Kwh to 268Kwh to make 1699Kwh! (it should be 497Kwh), a miscalculation which had the effect of making my bill over £100 more than it should be.

NPower agents agree the calculation is incorrect and are flumoxed how this could be. However, despite my request for an updated bill over 3 weeks ago I am still waiting!l

Check ALL calculations on your Npower bill!

nPower

Hi ExBT Bob,

That is a little perplexing!

Do you want me to see what is happening with your new bill? If you send your details to forumresponse@npower.com I can take a look for you?

Best wishes,

Adam

bcl999

Don't get me started on them - they are the pits.

ExBT_Bob

nPower_company_representative wrote: »

Hi ExBT Bob,

That is a little perplexing!

Do you want me to see what is happening with your new bill? If you send your details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] I can take a look for you?

Best wishes,

Adam

Adam
email sent today.
Rgds

nPower

Hi ExBT Bob,

I have received your email and I'm looking into this as we speak.

I'll drop you an update once I know what is going on.

Best wishes,

Adam

ExBT_Bob

I emailed the CEO (Volker Beckers) on Friday 25th Nov after finding his email address from the This is Money website.

http://www.thisismoney.co.uk/money/bills/article-1697543/How-to-complain-to-the-chief-executive.html

A reply from the Executive Complaints team came today:
"Having liaised with our specialist billing department it does appear that the inaccuracies on your account were due to a system error and that this is an isolated incident, however so that this can be investigated further I have passed details of this matter to the relevant business areas for review."

I also have a promise that my account will be amended over the next 2-3 days.

nPower

Hi ExBT Bob,

I'm happy to see that this is all going to be sorted for you!

Please let us know once you've received your amended bill.

All the best,

Adam

ExBT_Bob

Corrected bill on the system today.

meggsy

Hope this was all sorted for you ExBT Bob ?

It's a good idea to remind npower customers to always check their bills thoroughly, the last major overcharge of 2.2 million gas customers resulted in a £70m refund.

Anyone else noticed a miscalculation on their electricity bill ?

(Would also be a good idea ExBT Bob to post your warning on the Gas and Electricity Board)

yesican

This is fantastic,
I have just switched from E'on to Npower today-in cas eof any problems,i know where to go..

Thanks for this post/s