npower still not change our bills

atarisrocks

at the start of october i joined npower as i moved out into a flat with my bf.

we signed up to the energy january 2014 tariff and set up a direct debit.

we had letter come through saying thank you for join the e7 standard tariff and was told we will be paying quarterly on receipt of bills.

we phoned up and said this was not the tariff we selected and was promised we be sent the new details. once again the letter came stating that it e7 standard with quarterly bills.

we phoned up once again and was told it all sorted now and we will be charged £45 a month via direct debit. this was confirmed by email though never had a letter come through. this had taken until the end of november to sort.

at the start of february we got a letter saying that we have collect the outstanding balance from you bank account even though we understand you no longer wish to pay by direct debit. the letter also goes on to say we understand you have requested a refund that will be pay back into you account.

confused by this letter we checked online to see that we owed £377 and that we were still on the e7 standard and paying when bills have been received.

we called them up and was told that we would have to be passed onto the complaints team but they have gones home already (1pm on a saturday) so they will contact us back but never did.

the last estimates were taken in december claiming we had used 1870 kwh day and 618 kwh night in a month

we have used 1736 kwh day and 668 kwh night in 4 months so the estimation are 4 times our actual usage.

they refunded us £120 but then charged it back 13 days later yet have never contacted us explain about this.

if we paid the £45 a month we owe £180 for the past 4 months of usage so they have over charged us almost £190.


our actual usage cost is around £60 a month as it winter so even at a higher rate of £60 we are still over charged by £130

has anyone had problems with new tariffs and direct debit and how long did it take to sort it out?

Fire_Fox

Write a letter of complaint using the formal complaints procedure, stop responding to letters with phone calls that clearly is not working.
http://www.npower.com/home/customerservices/contact-customer-services/complaints/index.htm

Secondly why are you using so much more pricey day rate electricity than cheap night rate and so little at night overall? IIRC average is 60/40 but you can improve upon this. Do you have night storage heaters, are you not setting your immersion heater, washing machine and tumble dryer to come on overnight?

Bradfield

atarisrocks wrote: »

has anyone had problems with new tariffs and direct debit and how long did it take to sort it out?

I have had billing problems. Several months and still not sorted out. There is some kind of problem at NPower. Not sure what it is but some say it is a new computer system gone wrong.

I would take the advice of Fire Fox. Go through the formal complaint procedure. Head your letter "Complaint". Be clear about what the problem is and what you are asking them to remedy.

Apparently, if you do this; they are obliged to respond within eight weeks with a resolution to the problem. If you are not satisfied with their response you can then go to Ofgem.

If you just carry on with the random emails and phone calls you will get nowhere.

nPower

Hi atarisrocks & Bradfield,

I'm sorry to hear that you've been having a few problems with your accounts.

Could you email me the details and your account number to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] so I can take a look and see if we can get these resolved for you?

Many thanks,

Adam

Bradfield

nPower_company_representative wrote: »

Hi atarisrocks & Bradfield,

I'm sorry to hear that you've been having a few problems with your accounts.

Could you email me the details and your account number to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] so I can take a look and see if we can get these resolved for you?

Many thanks,

Adam

Hi Adam.

I emailed you early February
(FW: Request for a statement)

Still no statement to date.

Regards

Bradfield.

nPower

Hi Bradfield,

I'm really sorry that this hasn't been followed up for you. I have chased the team just now to check what's happened and will have something to you shortly.

Kind regards,

Adam

atarisrocks

Fire_Fox wrote: »

Write a letter of complaint using the formal complaints procedure, stop responding to letters with phone calls that clearly is not working.
http://www.npower.com/home/customerservices/contact-customer-services/complaints/index.htm

Secondly why are you using so much more pricey day rate electricity than cheap night rate and so little at night overall? IIRC average is 60/40 but you can improve upon this. Do you have night storage heaters, are you not setting your immersion heater, washing machine and tumble dryer to come on overnight?

i work odd shifts so im at home during the day alot and my partner works late afternoon to late evening so he might be watching tv, playing on the pc (sometimes at the same time) from around 9am-2pm also have 2 fish tanks that use a bit of energy 24 hours

we are using washing machines over night but dont have storage heater so we has electric heaters on during the day as it been very cold and dont use the immersion heater as we boil a kettle when we want to wash up (once a day) and have a electric shower.

Bradfield

nPower_company_representative wrote: »

Hi Bradfield,

I'm really sorry that this hasn't been followed up for you. I have chased the team just now to check what's happened and will have something to you shortly.

Kind regards,

Adam

Thanks Adam. Was able to download an up to date statement today. Problem sorted.

Regards

Bradfield