Scottish Power -> Npower -> Co-op

glasgowm148

Hi All,

When I first moved into my flat about 18 months ago we were with Scottish Power, I switched online to npower as their monthly direct debt quote was the cheapest. I then got involved in that 'group energy buy' Where a bunch of people put their names in and one supplier (co-op) bid for the rights for those clients and offered them all lower direct debts.

My direct debt is set at £48/m now. It was £72/m when I first moved in. When I left Scottish Power they tried to hit me with a £300 'final payment' (which included things like cancellation charges, etc). I eventually got that dropped to about £70 and paid it. I've now left npower and they tried to bill me £550 initially for leaving (on top of my monthly payments). I submitted my closing meter reading and that amount dropped to £319. However, I still think this is absurdly high for the few months I was with them (considering I also made the monthly direct payments with them). I've tried to resolve this with npower directly saying that their estimated opening readings must've been incorrect; and that there is no way I should be paying this (their bill also states that I've used 5.5x the amount of energy during the night time period which is implausible as I'm asleep/out the house usually during those hours).

This is my last email correspondence from npower

Our Reference Number: XXXX

Account number: XXXX

Good afternoon Mr. Glasgow,

Thanks for your response to Marissa’s email, as she wasn’t available this afternoon this has been passed to me to ensure a speedy reply. I’m very sorry that you’ve had to contact us again regarding this.

In your response you confirm that the meter readings of 20132 night and 69111 day which we used to close your account are correct as you took these. I understand that you’re concerned that your opening meter readings may be incorrect due to the final bill you’ve received.

Mr Glasgow, I can let you know that we used estimated meter readings of 15220 night and 67226 day to open your account on 21st November 2011, these were agreed with your previous supplier Scottish Power. Just to let you know, these run inline with the actual meter readings of 17816 day and 68662 night which we took on 2nd April 2012.

Although the readings use to open your account were estimated, I can let you know that any amendments to these would result in an amended final bill from Scottish Power. The reason for this is that all change of supplier readings must run inline to ensure you’re charged correctly.

As you’ve confirmed the readings used to close your account are correct I must advise that you’ve been charged correctly for your usage up to 22nd June 2012. Although it’s possible that some of your usage should have been billed by Scottish Power, overall, you’ve been charged correctly.

You mention in your email that you’re concerned with the level of your night time usage. So that we can be sure that things are correct, we’d be grateful if you could kindly complete a load test on your meter and let us know the results. This is a simple test in which you’re required to read your meter once on a morning after 9am and again on the evening before 9pm. Once we have both sets of readings we’ll be able to determine which is the day and which is the night. I must let you know that the night time rate is the cheaper rate; therefore if it is found that the rates aren’t correctly held on your account, your balance would increase.

As I understand your concern with this matter I’ve raised a complaint on your behalf with reference XXXXX. This will now be held with our Complaints Team for 10 days whilst we await hearing from you further. If you’re happy with my explanation you don’t need to do anything else and this will be closed for you.

If you would like to discuss things further please contact our Complaints Team on 0800 316 9328. They’re open between 8am – 8pm Monday to Friday and 8am – 6pm Saturdays when they’ll be happy to help.

In the meantime, I can confirm that your balance of £319.24 has remained outstanding. As this amount is correct we’ve been unable to hold reminder letters, therefore it’d be great if you could arrange payment as soon as possible.

Thanks again for getting in touch Mr Glasgow I hope I’ve explained things for you.

Not sure what I should do in this situation? Do I have any ground to stand on legally? I never once submitted a reading to Scottish Power so all their meter readings were estimated too.

Ta

Terrylw1

The quoted load test is completely worthless, it will just show that your meter is advancing on the expected registers.

The required load test for a customer with a concern like this is a kettle test in the day time (so it can't be on your off peak hours) which determines which register is the Day rate. You take readings before and after this plus some meters show which rate is in use via blinking LED's, showing the rate name or showing a symbol of some sort.

Given your usage, you may have a transposed meter reading issue. This would mean that the readings entered are the opposite way around and you are being charge more in the wrong rate. This is because the registers have been read incorrectly.

The kettle test proves which must be the Day right very easily.

However, if your day usage if higher than night, by correcting this you would end up owing more. The back billing code would be of use to consumption over 12 months old though as transpositions are subject to lots of data that suppliers get and fail to use to spot the problem. This can be posted once this issue is known.

In terms of the switch read, did you provide one? What was it? Determine your average daily kwh and compare it to the one between your switch date to your leaving date, do they look reasonable?

Need more information to understand this further.

glasgowm148

Terrylw1 wrote: »

The quoted load test is completely worthless, it will just show that your meter is advancing on the expected registers.

The required load test for a customer with a concern like this is a kettle test in the day time (so it can't be on your off peak hours) which determines which register is the Day rate. You take readings before and after this plus some meters show which rate is in use via blinking LED's, showing the rate name or showing a symbol of some sort.

Given your usage, you may have a transposed meter reading issue. This would mean that the readings entered are the opposite way around and you are being charge more in the wrong rate. This is because the registers have been read incorrectly.

The kettle test proves which must be the Day right very easily.

However, if your day usage if higher than night, by correcting this you would end up owing more. The back billing code would be of use to consumption over 12 months old though as transpositions are subject to lots of data that suppliers get and fail to use to spot the problem. This can be posted once this issue is known.

In terms of the switch read, did you provide one? What was it? Determine your average daily kwh and compare it to the one between your switch date to your leaving date, do they look reasonable?

Need more information to understand this further.

Hey Terrylw1,

Thanks for your response! I've emailed npower asking for my back-billing code and my switch reading (it was estimated - I didn't provide)

Terrylw1

The back billing code is here.

http://www.energy-uk.org.uk/customers/energy-industry-codes/code-of-practice-for-accurate-bills.html

However, they don't always stick to it and customers often make them undo any aged billing despite this code.

The back billing code is concerned with usage older than 12 months but there are other areas of the code about accuracy that may help. There are Standard Licence Conditions (SLC) from Ofgem but if you get more info, it can be advised if they are relevant to your case on this thread with the relevant links.

The kettle test in the daytime will tell you if your bill is transposed. The trouble is, it would mean paying more, which is a worry.