N Power charged us incorrect day and night rates

lemoncurd76_2

Undaunted- they are right now as when I check the meter during the day, it is rate 2 that moves, and this rate corresponds to 'day' rate units on the invoice that they have reinvoiced us for the 4 years.

sacsquacco - we didn't realise if our bills were cheap or not. How do you know if you have nothing to compare it with? We had the meter installed when we moved in as our house previously had a pre-payment meter. We have always paid monthly by DD whatever amount N Power asked us for. The previous 2 invoices we have been paying £19 a month and eventually went into £80 credit, so they then adjusted our bills to £11. This seems to happen every year, we over pay (or so we thought) get into credit and they reduce the payments until they decide we need to pay more and increase them again. We didn't think anything of it, and just paid whatever they suggested.

We've put in a complaint now, so will keep posted of what happens.

Terrylw1

Is it just me or on top of a complaint all customers should report suppliers for intentionally breaching the billing code they agreed to? Again, ofgem nor watching them as usual...

Good luck OP, I'm sure you will get somewhere.

Don't forget to demand compensation for them trying it on...at least teach them a lesson that hurts their bottomline!

lemoncurd76_2

Hi All,
Just thought I would post a reply to this as we have had a positive outcome. After everything Npower have agreed that we don't have to pay any back charges for their mistake. My husband asked them 'out of curiosity' why they thought they could try to charge us for 4 years back dated charges when they knew full well it was illegal for them to do so, and the woman on the phone just said that 'it was not her area and nothing to do with her' I'm posting this response in the hope that it will stop other people paying out money that they are not legally obliged to pay. N Power made it sound like they were doing us a favour by letting us pay a little every month FOR THEIR MISTAKE! Please don't pay money to n power that they are illegally asking you for!

Terrylw1

Well done!

I really do think every customer should get these into Ofgem. Its my understanding that the billing code is audited but I can't say I know who does this. Its likely it is an in dependant auditor but what does that achieve in a self regulate code?

undaunted

Terrylw1 wrote: »

Well done!

I really do think every customer should get these into Ofgem. Its my understanding that the billing code is audited but I can't say I know who does this. Its likely it is an in dependant auditor but what does that achieve in a self regulate code?

Suppliers are apparently supposed to report to Ofgem on performance generally. Is this what you are thinking of?

http://www.ofgem.gov.uk/Sustainability/SocAction/Monitoring/SoObMonitor/Documents1/SOR%20guidance_27-03-12.pdf

backfoot

lemoncurd76 wrote: »

Hi All,
Just thought I would post a reply to this as we have had a positive outcome. After everything Npower have agreed that we don't have to pay any back charges for their mistake. My husband asked them 'out of curiosity' why they thought they could try to charge us for 4 years back dated charges when they knew full well it was illegal for them to do so, and the woman on the phone just said that 'it was not her area and nothing to do with her' I'm posting this response in the hope that it will stop other people paying out money that they are not legally obliged to pay. N Power made it sound like they were doing us a favour by letting us pay a little every month FOR THEIR MISTAKE! Please don't pay money to n power that they are illegally asking you for!

I would formalise a complaint in writing regarding their failure to abide by their Code Of Practice. (it's not a legal issue)

If it was me I would be asking for an award of £50 to £100 compensation.

Terrylw1

undaunted wrote: »

Suppliers are apparently supposed to report to Ofgem on performance generally. Is this what you are thinking of?

http://www.ofgem.gov.uk/Sustainability/SocAction/Monitoring/SoObMonitor/Documents1/SOR%20guidance_27-03-12.pdf

No, there was some form of auditing performed on areas covered by such as the billing code. I remember they brought in some form of auditor who was in aged with responsible parties.

I assume this is to prove conformance to the code.

Yearly audits take place on the BSC which often include testing using actual members of staff who work on the processes, not management who can be present but can be politely asked not to intervene if giving pointers.

I recall the ERA auditing involved case studies so might be similar.

However, I wouldn't have much confidence any audit where a supplier gets to cherry pick the samples/case studies! We know from the threads on here that they flout it to try and dupe an unsuspecting customer!