Npower cockup any advice?

Carnoostydebs

As for the dd Payments I will have to dig out my bank statements over the weekend, no easy task with a toddler at my heels

Carnoostydebs

Carolyn_USEA wrote: »

Hi Carnoostydebs, is the meter serial number on your bill the same as that on your actual meter? If not then it may be that the readings are wrong because the meter had been exchanged in the past and not updated, or something similar like that.

Just checked and the meter number they are using is correct

jalexa

Carnoostydebs wrote: »

Just checked and the meter number they are using is correct

Can you confirm whether you have an imperial meter (marked ft^3 or similar) or a metric meter (marked m^3 or similar)

Terrylw1

Forget about 2 years, suppliers agents keep them far older so ask them to prove what its all based on. Be wary of estimates to create an opening reading and ensure you agree with it.

The only issue over payments is whether you have been paying enough. If they have written a load off over 12 months (which isnt them being nice, they would bill it but the billing code prohibits them from doing so) was that on top of what you had paid for...or have they conveniently lost the payments in the calculation...thus charging you for part of the billing code write off?

In terms of options, they can always let you pay it off over 12 months.

A range of products is irrelevent, that's someone trying to sell you a new tariff...make your own decision about ttgat, its nothing to do with what has happened.

Carnoostydebs

Jalexa it's an imperial meter

Terrylw they have based it on consumption from 'firm' readings, I told her that I was unable to pay for it and she did say it could be paid over 2 years if it comes to it but as we want to move before the end of the year (house sale permitting of course), it will need to paid sooner.

My problem with all of this is that this all based on estimations because something somewhere has gone wrong. I have no problem paying for energy I have used but no-one is able to provide proof

Terrylw1

Its definately worth a complaint.

Writing off due to the billing code isn't compensation and the complaints team may see a need for a gesture of goodwill.

I would be wary of a 2 year agreement anyway since 12 months is the norm and they tend to review them around anniversary dates which can cause them to be stopped despite previous agreements...hence they can require something in writing and some watching on the customers part.

I think you need a breakdown of everything so you can check it. Estimation will be because they have no start reading for when you moved in or had the meter installed. It will be based on working out a daily average between firm readings but may or may not include some seasonal weighting.

jalexa

Carnoostydebs wrote: »

The original reading was actually 5254 and not 1053 as they have told me in the letter detailing everything,!

It's not for me to defend nPower but I don't understand why they would do that. The original 1053 in June 2006 to 4061 on 11/10/2010 indicates an average 61kWhrs/day (or 22,400/year). That is completely consistent with the more recent "firm" readings. BTW how did nPower get so many "firm" readings more frequently than a normal meter reader cycle?

The problem is that unless successfully challenged for inaccuracy the meter is "proof positive" of consumption. Your consumption is about 35% above average consumption which is not impossible. It is not obvious (or statistically likely) that there is gross error with the meter. The first explanation for elimination needs to be your heating usage.

Carnoostydebs

Jalexa they used 1053 to get the numbers to work, easier than actually working out what the problem is?

They got more firm readings because they kept phoning me and asking for them.

I've not got a problem paying npower if I have used it but they can't prove I have based on readings, they are calculating from most recent firm readings not my actual usage at the time. And this is after the problem has been on going for a number of years, why wait so long before noticing the problem?

Carnoostydebs

Terrylw1 wrote: »

I think you need a breakdown of everything so you can check it. Estimation will be because they have no start reading for when you moved in or had the meter installed. It will be based on working out a daily average between firm readings but may or may not include some seasonal weighting.

I have asked them for hard copy of everything, hopefully I won't get too confused lol

They have the start reading of 5452 but that doesn't work in with readings and would mean the meter had clocked! Please don't tell me that's possible jalexa, I'd need to sell the house just to pay for it.

When she calculated the usage the other day she calculated the readings and divided it by the days those readings covered... Not a brilliant explanation sorry

jalexa

Carnoostydebs wrote: »

They have the start reading of 5452 but that doesn't work in with readings and would mean the meter had clocked! Please don't tell me that's possible jalexa, I'd need to sell the house just to pay for it.

I don't know the background to why nPower altered the start reading from 1053 in 2006 to 5452.

I stand to be corrected by others but IMO 1053 as a start figure is entirely consistent with all the more recent "firm" reads you posted and your current meter reading of 5484. I do not believe the meter has been "clocked", nor that 5452 is a credible start reading.

On the face of it nPower have been worse than incompetent, in which case you are only liable for unbilled energy supplied in the past 12 months (per the "Billing Code").

Is the issue that you don't accept (and struggle to afford) annual gas consumption of some 22,000kWhrs/year? I cannot say that is accurate only that is what the "numbers" suggest and the "numbers" are plausible. *If* accurate, most people could reduce that significantly by some energy efficiency measures, the simplest one being to reduce your temperature setting by a couple of degress in your frequently occupied rooms and by more in infrequently occupied rooms. But only you know if that is possible.

Meanwhile get a handle on your spring consumption by taking daily reads for a few days.