HUGE Gas & Electricity bill & constant problems with NPower. URGENT advice plllleeeea

flammingstarr_2

Hi,
I am hoping that someone may be able to help me, possibly provide some help/advice.
I am a single parent with a child aged two years old. I have only been receiving a regular income/wage for the last 5/6 months when I started a p/t job [16 hours per wk] Following the birth of my child, I was severely struggling to pay my bills and provide for us both on statutory maternity pay/benefits. In order to provide the essentials/necessities for my child and myself during this time, I obtained a few small loans and a credit card.
Now I am working and earning a regular wage/income, I am endeavouring to 'get back on my feet' and pay my debts.

When I moved into my current property I was paying Npower a total of £72 per month every month by direct debit into my Duel Fuel account. This level was more than sufficient to meet my useage and I was often in credit when my quarterly bill was due.

However, whilst I was on benefits and struggling to meet all my commitments, I had to cancel the d/debit as it had failed a couple of times and I had incurred charges. I did not want to pay bank charges on top of everything else and make the situation worse.

I contacted Npower to tell them what was happening and told them that I would pay what I could. The situation however has now escalated as my current bill stands as £1144 - this is for a period of 9/10 months.
I feel that this is massively excessive. I only live in a small 2 bed semi detached property. I have a very efficient combi boiler which is just a few years old and was serviced recently, double glazing and full insulation, no appliances that use a lot of power and I am not in any way frivolous with my consumption.
Only my child and myself live at the property and I am out at work a lot and my son is at a relatives home or in nursery.
I have repeatedly asked Npower to re-calculate my bills, bill me properly and told them that the usage they are suggesting is way too high but I am getting no-where and they fail to listen or offer any constructive advice.
No-one in Npower takes responsibility and no-one gives a damn. Their customer service or lack of is appalling and an absolute disgrace. It is little wonder that they faced heavy fines in 2011 for the number of customer complaints. They have learned nothing from that it seems.

It has now got to the stage where I have told them that they start billing me correctly or I am not paying them because I refuse to pay for fuel that I have not used. They are now threatening to fit a pre-payment meter which I am strongly opposed to.
First of all my landlord would never agree to this, so they are risking my home and security and that of my child. In addition, the tariff's are higher on a PPM meaning that I would be paying substantially more for my fuel which I can't afford to do.
I feel that this method is clear and strong discrimination against the poor and those in fuel poverty. They can't afford to pay their bills so the energy companies MAKE them pay even more making the situation worse. :mad:

In addition, I have a very severe bad back due to a partial prolapsed disc/vertebrae in my lower spine. I take a lot of prescription medication/painkillers daily to enable me to be-able to move freely and go to work. The cold winter weather makes the pain that i suffer a lot worse and sometimes I am unable to get out [which is difficult with a young child anyway]. I also get exhausted as a result of the medication and I have difficulties caring for my son. I rely heavily on elderly relatives [small family] and pay for childcare for my son which incurs additional costs. I am therefore unable to increase my working hours due to medical reasons and costs/difficulties with c/care provision.

I am desperate not to upset my landlord and not pay more than I have to for my consumption, but I am getting no-where with Npower. They have not given any support, help or advice and no positive solutions. They insist that my billing is correct and will not listen to reason. I have spoken to a selection of collegues, friends, family members etc and made a note of their useage, size of property, people living there etc and my bills are definately incorrect.
I have now stated to a rather unhelpful rude and obnoxious representative yesterday that I am seriously considering a debt relief order and if Npower can't bill me correctly the entire debt will be added to the DRO and 'written-off' to which she replied "Then we will get a warrant and fit a pre-payment meter anyway".

I feel that I am stuck in a hopeless situation, constantly struggling, constantly worrying [and in constant pain] This situation is causing untold misery, worry and stress and I don't know where to turn for help.
I apologise if the post is rather long, iIdid try to cut it down!

Thanking anyone in advance for any help or advice they can offer.
I am TRYING desperately to get back-on-track and pay my debts but Npower MUST help and meet me halfway.
I am now putting in a complaint to the chief executive and ombudsman. will update you on my progress.

Thank you for reading.

spiro

flammingstarr wrote: »

The situation however has now escalated as my current bill stands as £1144 - this is for a period of 9/10 months.

The most important thing about this bill are the meter readings. Is the 'end' reading for both fuels Actual or Estimated readings?
If they are estimated you need to provide the supplier with actual readings so they can provide an accurate bill.
If they are actual then if the roughly agree with what the meter says now then you have used the fuel and own the money.
By cancelling the DD you will no longer be on their cheapest tariff.
Given the fact that the average dual fuel bill is over £1000, £1144 does not seem unreasonable given (a) its over the winter and (b) given you have a young child and have been home most of the day.

In terms of having a PPM your landlord has no say in the matter as its not his meter and if they supplier want to fit one then they can and if you push them to the point they need to obtain a warrant to fit one then this can add £00s to your debt.

Bear in mind that if you are on a low income and have a ppm fitted the weekly debt recovery rate count be as little as £5 depnding on your actual income. This effectively give you a £1144 interest free loan repayable over the next 229 weeks or 4.4 years.

EDIT: You cant complain to the Ombudsman until NPower have had time to consdier your complaint and they have 8 weeks to do that.

good_advice

Hiya, I think you just need to pay the bill.
Not paying for 10 months and racking up a bill for £1144 or using £114 a month in a 2 bed house can be done. I hope you put monthly savings aside to pay.
Billing correctly and not paying for fuel not used - meter numbers do not lie!
Take action now, from today to learn to be more savvy.
Check you are on the lowest possible tariff.
You said your house is well insulated so have loft insulation and filled cavity walls.
The next step is to bring down the amount of energy you use and need to heat your home. Stop using the tumble dryer and air dry cloths on the line or around the house. Put on layered clothes and use a hot water bottle if cold.
Switch things off that you are not using - such as lights and appliances on standby.
Try buying an "owl" monitor to keep a strong eye on electric use. I bought mine in Tesco for about £20. It really helps.
Take care and remember you are not alone, we all struggle with bills.

flammingstarr_2

Hi Spiro
Thank you for your help/advice.

Npower have stated that the previous bills were based on estimates and the recent/newer bills are based on actual meter readings but I feel that this is way too much as i only live in a small home. I believe that they have messed something up and got the billing wrong. It wouldn't be the first time judging by posts on here. I don't feel that an 'average fuel' bill is a true reflection of a single working parent. I.e. Someone who isn't at home a lot and doesn't use a lot of energy.

The vast majority of the usage was during the summer period, not the winter. Also, I am not home a lot...I am working now and my child is either at nursery or being cared for by relatives.

Thanks again for the information though.

flammingstarr_2

Thank you for the post and advice.

That is the point - I can't afford to pay a debt of that amount.
I have a child and other commitments, I am paying what I can and paid £150.00 off yesterday.
I AM NOT REFUSING TO PAY, I JUST REFUSE TO PAY AN EXTORTIONATE BILL THAT IS WRONG.

Npower are asking me to set-up a d/d to pay £243 per month which there is no way I can do but they refuse to accept any lower.
As stated in my original post, I am not frivolous with my usage - I don't have a tumble drier or a dishwasher or any appliances that use a lot of power.
Now the weather has got colder, the heating goes on for an hour to warm the place up then off and it has only been on a handful of times during the summer.

good_advice

Hi Flam....
you say the bill is based on actual readings so will be correct even if you think otherwise. Why do you think the bill is wrong?
Ok don't shout. I am quite a practical person....

The cheapest way to pay your bill is online DD as we all know. By paying what you could shows you are willing to pay.
I suggest you keep talking to the supplier and try to avoid a pay meter as we all know they cost more.

Heating! mine went off in March and I hope to not have it back on till mid October. Gets some throws on the sofa.

Saying you have a child and pains will not help the issue. You need to go forward and learn. Switch it on and you pay.
Sounds harsh but lots of people struggle. I have had good practice and now am a low user. 4 adults in our house.

Ask Npower if there is a cheaper tariff. If you do not ask they will be happy to keep taking a higher rate....

Hope I an being of some help, chatting...

spiro

flammingstarr wrote: »

Hi Spiro
Thank you for your help/advice.

Npower have stated that the previous bills were based on estimates and the recent/newer bills are based on actual meter readings but I feel that this is way too much as i only live in a small home. I believe that they have messed something up and got the billing wrong. It wouldn't be the first time judging by posts on here. I don't feel that an 'average fuel' bill is a true reflection of a single working parent. I.e. Someone who isn't at home a lot and doesn't use a lot of energy.

The vast majority of the usage was during the summer period, not the winter. Also, I am not home a lot...I am working now and my child is either at nursery or being cared for by relatives.

Thanks again for the information though.

The fact that the latest bill is based on an actual bill means you owe the money, no two ways about it.

How did you get here? The obvious answer is that suppliers only have to read the meters every 2 years by law and if in that time the customer does not check their ESTIMATED bill the supplier can easily underestimate and you end up with what is usually referred to as a 'catch up bill' i.e. bill has caught up with actual useage. Suppliers will frequently allow the cost of doing this to be spread over a period of time but this is at their discretion and they can force you to have a PPM but its cheaper for you if you do it voluntarily.

Taking the £1144 you owe and the fact that you are probably using around £80pm (they can work out your average now they have an accurate reading) then you will be looking at having to pay around £200pm for the next year just to keep from falling further behind.

chanz4

When ahve reads been taken or given to them, you say you want a corrected bill but you need to say whats actually wrong. If you think its the meter, pay for a meter check but likely to be found correct.