Npower set direct debit

vicky1001

Hi all

I have a fixed amount direct debit with npower for £120 per month on 28th each month

This has always gone out and there has been no change to it , I even looked online to make sure it was still set up and it wa still £120

But when I check my bank statement on the 28th they had only taken £54 ??

Where do I stand ?

25.6_Pre-contract_oblig

Hi vicky1001,

It looks as if npower have changed your DD without informing you.

This is an apparent breach of Standard Licence Condition SLC 27.14.
"27.14 The licensee must provide to each such Domestic Customer an explanation in clear, plain and intelligible language of the basis which a fixed amount (and any variation of that fixed amount) has been determined."

Source: Standard conditions of electricity supply licence - the Gas SLC has the same wording.
http://www.ofgem.gov.uk/Licensing/Work/Pages/licence-conditions-consolidated.aspx

npower should have explained the "... variation of that fixed amount ...".

While it might be possible that the lower DD will cover your Energy use I think it very unwise to make this assumption. If the DD is set to low it may not cover your use and you will have to pay for your Gas and/or Electricity.
Ask npower how they made the calculation.

Unfortunately, there are many issues with npower's 'new system' as documented in the long thread:

Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611

An early symptom of the 'broken system' was their inability to send out Contracts.
The 'new system' has lost Customer's data. There are also issues with DDs and Billing.

As npower are using a 'broken system' there are, naturally, many Posts (in the thread above and other linked threads here at MSE) about difficulty in contacting npower.

I recently had to phone them to make sure my DD was set correctly: see Post #181.

I advise you to be proactive in your dealings: the Customer Service staff are also having to use the 'broken system'.

25.6_Pre-contract_oblig

rogerblack

vicky1001 wrote: »

Hi all

I have a fixed amount direct debit with npower for £120 per month on 28th each month

First thing to work out is if you are in credit, or debit.
Your £120 may be too high or low. Read the meter.
Work out the actual amount owing now.

If, for example, you've been paying £120/mo for a year, but only used £800 of electricity, then the direct debit going down is not unreasonable.

anniecave

Have they issued a bill or statement to you recently? Some suppliers will adjust one direct debit payment at a point in time (possibly on a yearly basis) to reflect your actual balance at that point and then adjust your direct debit ongoing? They should always communicate this to you. If there is no mention of a different amount on your statements then you need to check with them, it may be an error....

Fire_Fox

Read your meters, double check any paper bills you have received lately, check you online account if you have one, look in your spam folder on the e-mail account for any messages.

nPower

vicky1001 wrote: »

Hi all

I have a fixed amount direct debit with npower for £120 per month on 28th each month

This has always gone out and there has been no change to it , I even looked online to make sure it was still set up and it wa still £120

But when I check my bank statement on the 28th they had only taken £54 ??

Where do I stand ?

Hi vicky1001,

That does sound very odd.

If you can send me your account details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL], I can take a look and see what's happened here?

Many thanks,

Adam