Npower account debacle

Humphy

I have recently received the longest bill ever from Npower, 8 pages of it. In this, they cancel bills (all paid by Direct Debit) and re-issue bills for the past 4 years. Oh, and they issue me a new account. No explanation, nothing. Now, I'm not the most conscientious person when it comes to reviewing bills, especially utility ones based on meters. However, since they appear to be charging me an additional 400-odd pounds over the 4 years I looked back at previous bills....then I 'twigged' it. It looks as though they may have been charging the night rate for the day rate and vice versa. Being away on extended business, I scheduled to call them next Monday, but on my return home today, they have sent me a letter asking me to contact them, so that they can explain the bill. A little late, I think, as generally you discuss things before making changes, to my mind. So....where does this leave me? I've paid - or rather allowed them to take funds for - the invoices they issued, in good faith. They then retrospectively change the bills and change my account, without asking or explaining first.
My question: are they allowed to do this and can I invoice them for the time and inconvenience of checking through the past invoices and new ones, as well as having to call them for an explanation? I will ask for a written explanation of the changes, as, for some unknown reason, I don't trust them to tell me the truth!

undaunted

You could ask them to consider the back billing rules whilst you're at it. See http://www.energy-uk.org.uk/publication/finish/43/412.html

Cardew

The transposing of readings is a situation covered by the backbilling clause:

Meter readings or meter details are transposed on billing system, eg. night reads recorded as day readings and vice versa and the supplier had opportunity to recognise but did not investigate further

.

Thus they can only go back 12 months

The 'get out clause' for the Company is the following:

Suppliers may not be at fault if:

They have attempted to obtain a valid reading.

Consumer has not allowed access to the property/meters to read
meters.

Consumer has not responded to queries (even if they are marked
for attention of occupier) about the meter reading or regarding the type of meter at the property.

Are you sure that the £400 additional charge is for 4 years or only for the last 12 months? i.e. they have accepted they were in the wrong and applied the 12 month rule?