Overcharged whilst switching? Worth complaining?

Planeshift

Hi,

I switch suppliers every year using a comparison site. On 2nd Jan I switched from Npower to first utility, who took over supply from middle of feburary. No direct debit was taken in Jan, so I assumed it would be covered in a final bill from npower

I recently recieved my final gas bill from npower, which came to over £200 - for a 6 week period. Thinking this was excessive I called npower who also explained I had a £78 elec bill to come. This also included the fact that my account was £50 in debt at the end of december.

This is incorrect - I checked my account at the end of december online, and it stated I had a credit of £50 - which I assumed would simply be taken off the final bill. The operator I spoke to at Npower also explained that as I had cancelled the direct debit I would have lost the bonus discount for paying by direct debit - however I did not cancel the direct debit and assume that the fact no payment was taken in Jan was due to me switching. Even assuming this loss of discount, the average energy bill for a medium user in South Wales is £1300 (consumer focus figures), so a 6 week period of use should come to no more than £150. Whilst winter would obviously mean more use, I can't see how they have calculated this use at the rate they have, nor can I see why I should lose a discount for switching.

Is it worth complaining here? If so should I pay the outsdanding bill whilst complaining or wait for it to be resolved (I accept there is something to pay).

jalexa

Planeshift wrote: »

Is it worth complaining here?

Well, you have made a lot of assumptions which may or may not be valid.

About the only relvant issue is not the £200 (+£78) final bills but the itemised composition of the bills. You need to realise that energy is not sold in £££s but kWhrs, and sometimes days elapsed. That information should all be on your bill. Post details if you don't understand the bill.

There are several reasons why an NPower final bill can be seen as "excessively" high but is nevertheless correctly calculated in accordance with the tariff terms and conditions. I will deal with only one. You describe a "deferred discount":eek: tariff where you did not receive the discount as a result of a "cancelled" direct debit. Can you confirm that regardless of the missing direct debit you completed 12 months of supply?

I also note you have switched to First Utility whose tariffs also commonly feature "deferred discount":eek:. A case of out of the frying pan into the fire perhaps. I look forward to next year's post.

Planeshift

I haven't recieved an itemised bill - just a letter with the amount on it and a payment form. Yes I had completed 1 year - I switched in sept 2010, and then moved Jan 2nd. In oct 2011 I was automatically switched to another tarrif where there was a specific penalty for leaving before dec 31st (despite not choosing to switch to that tarrif) which is why I waited. Yes I know about first utility, my intention is to look again same time next year.

jalexa

Planeshift wrote: »

Yes I had completed 1 year - I switched in sept 2010, and then moved Jan 2nd.

In that case the "cancelled" direct debit is not relevant to the treatment of the "deferred discount":eek:.

Terrylw1

Have you investigated your change of supply reading? If it was Deemed, it could be too high hence causing your consumption to have been squeezed into the final bills

Planeshift

Just an update on this, I paid the final bill but launched a complaint detailing several violations (alleged) of the code of conduct. The supplier agreed to meet haflway (probably just to settle) and I had a refund. If you stay polite and detail the code of conduct I guess you get the 'go away' payment.....so worth doing.