Npower Bill miscalculation goes back to 2004

Nicko123_2

Npower have informed me that they have miscalculated our bill for the last 7 years & that they charged us Night Rate for Days & visa versa.Can they really go back that far?
It seems to me that it is thier fault not mine.I read the meter today & the bottom one which I understood to be the night meter used more units than the day one so there may be an issue.Npower are threatening us with the Bailiffs if we do nott pay 2000.00 fast.Surley they have the responsability to ensure that the meters are connected correctly.Any ideas?
Many thanks.

[Deleted User]

Hi Nicko123, have you a digital meter or an old style one with its timer next to the meter,( and is it a radio teleswitch timer ) and have you definitely worked out yourself the correct rates. Usually, if its not your fault, they can only go back one year. the old style meters are very clearly marked low at top, normal/high at bottom. not possible for meter readers to mess up on that. If you have been submitting your own readings with that sort of meter you will be deemed to have caused the misbilling. Meter readers would have looked at the meters throughout the years unless you have been displaying the reads in your window. The bottom reading would proberly have gone round the clock and would be lower than the night.

antrobus

Yes, the ERA Code of Practice restricts the ability of energy companies to back bill beyond one year, see - http://www.energy-uk.org.uk/publication/finish/43-code-of-practice-for-accurate-bills/412-the-code-of-practice-for-accurate-bills-back-billing-for-domestic-customers.html

Even if that didn't apply, then Npower then the Limitation Acts prevent them from going back any further than 6 years , or 5 years in Scotland.

[Deleted User]

Hi Nicko123, one last thing re the meter. If its an old style mechanical type, and by the sound of it it is, ( with readings at top and bottom ). the timers themseves which control when the night and day rates are used can be miles out. Check the pointer at bottom of the timer and see what time it thinks it is on. There is also a little window on the meter itself indicating which rate the meter is on. With the ammount of money at stake here I would photo the meter/timer just in case they come out and change it.

Terrylw1

As already said, no per the code they are signed onto as long as you haven't concealed (which they must prove) or prevented/hindered resolution.

There are many customers like you and suppliers are happy to breach their own billing code hoping you don't know about it and pay when they are not entitled to it.

You should raise a complaint straight away and after 8 weeks you can escalate it to the ombudsman.

Do this and I'm sure they will back straight down knowing they have failed in "trying it on".

The more people complain about them breaching the codes they signed onto, the better.
One interesting point for me is, will, they change the consumption they have been charged for over the last 8 years and cough up to the distributor...I bet they won't hence making more profit out of your unfortunate situation.

nPower

Hi Nicko123,

I'd like to find out what's happened here and make sure that the billing on your account is correct.

Please can you send me an email with all your details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL], and I can get this looked into.

Many thanks,

Adam

jalexa

nPower_company_representative wrote: »

I'd like to find out what's happened here and make sure that the billing on your account is correct.

Of course you would, but an issue has been raised in an open forum and the 'alleged facts' are "Npower have informed me that they have miscalculated our bill for the last 7 years & that they charged us Night Rate for Days & visa versa."

If the 'alleged facts' are true as posted is that not a clear NPower breach of the Billing Code? What happened to the biennial meter reader reads? Right or wrong or never took place?

Terrylw1

nPower_company_representative wrote: »

Hi Nicko123,

I'd like to find out what's happened here and make sure that the billing on your account is correct.

Please can you send me an email with all your details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL], and I can get this looked into.

Many thanks,

Adam

The OP should follow the official complaints procedure and take this further as a breach of billing code and the statute of limitations. This way they can involve the ombudsman.

I hope its just an error rather than a management decision, but it should be investigated and results made public to give Npower's customers some assurance of whether you intend to follow such codes.

nPower

jalexa wrote: »

If the 'alleged facts' are true as posted is that not a clear NPower breach of the Billing Code? What happened to the biennial meter reader reads? Right or wrong or never took place?

Hi,

This is why I have asked for Nicko123 to send me through the details, so I can find out what has happened here.

Many thanks,

Adam

nPower

Terrylw1 wrote: »

The OP should follow the official complaints procedure and take this further as a breach of billing code and the statute of limitations. This way they can involve the ombudsman.

I hope its just an error rather than a management decision, but it should be investigated and results made public to give Npower's customers some assurance of whether you intend to follow such codes.

Hi,

All such queries picked up on Money Saving Expert are passed through to our dedicated Executive Complaints team and dealt with as formal complaints, in line with normal processes, including involving the Ombudsman if it reaches this point.

Kind regards,

Adam

Terrylw1

Thanks Adam,

However, I have noticed that only some posters are contacted whereas the Eon reps contact all posters regarding their service.

As Jalexa said, the poster has already stated the period involved. Perhaps Npower management should review the stance Eon takes as they always explain a situation in the public domain and for me that goes a long way. For instance, Eon here would ask for contact but suggest what can happen and confirm their policies.