NPower - almost doubled my bill and in arrears

Hedsta68

In December last year (2012) Npower sent me a notice saying my current contract had ended and they were transferring me to a new tariff. I was happy with this because the new tariff was only £3 more expensive than my the previous one. All of thier prices have been based on estimated read as opposed to actual reads; they have not read my meter since I moved into the property although I have provided three myself. I live in a small studio flat with Economy 7 and only use electricity.

In January I received a statement saying I was £120 in credit - when I contacted Npower to confirm this they advised that in fact, I was almost £130 arrears. I also provided them with a reading. My direct debit has almost increased from £37 per month to £51 per month.

I am disputing the arrears and just about to take it to the Ombudsmen. The Offgem website states: 'Domestic energy suppliers are required as a condition of their licence (Standard Condition 23 of the supply licence – SLC23) to notify their customers of a unilateral variation of their contract to increase prices or in any other way that is to the significant disadvantage of the customer (these changes are known as ‘relevant variations’)' I don't belive Npower have fulfilled their obligations on this occasion, hence making the complaint. I am also unhappy with the way that they have handled the complaint as they have done very little, if anything to resolve the complaint.

Can anyone offer any help? Do I have any grounds to dispute the arrears?
Many Many thanks

Steve

cifpower

In what way have nPower failed to inform you of an increase in prices which is the point of your complaint?

They informed you of the new tariff you were being moved to and you were happy. The problem is estimated readings. You have given them 3 readings in 15 months. This has caused a build up of debt as other billd have been estimated.

Suppliers only have to read your meter once every 2 years

As the customer, you must be more proactive and stop relying on nPower et al to do the work for you. Would an insurance company direct you to a cheaper company?

Hedsta68

Hello - thanks for your reply.

Npower advised me when they wrote to me in December that the new charge would be £37.99, this was worked out on their estimates - and that was the price that I agreed to.

Had a I known this would have increased to £51 a month later I would have changed provider.

A bit like getting a quote for something one week, only then having the price changed the next week. I don't believe that would be fair in a retail situation.

Additionally, their meter reading agents make little or no effort to take meter readings; for example when they buzzed my flat, I advised where the meter was and they made no attempt to read it and put a card through the door, requesting I do it myself. Akin to taking your car wash to a car wash and having to do it yourself, no?

Nada666

But you admit you knew yourself the instalments were based on estimates. It is up to you to work out the difference and see if you are happy with the new probable debit. If you don't want a large increase then don't ignore things for months on end. Your statements probably clearly showed the readings were estimates.

Take control of your household - most of us have to work out how much we are using as a matter of course so that we know how much it is costing us. If you know there is a difference then you know there will be a change.

I am wondering - if the estimates you received were overestimates would you have shrugged your shoulders and waited?

Hedsta68

Hi and thanks again.

I think you are both right. Im going to contact Npower later this pm and sort it out. Not that I want to depart with more money - who does, but thats life sometimes isnt it

I'm going to start sending them monthly readings as this will make a difference especially as we are comming into the warmer season, where heopfully my account will go back into credit, thus reducing my monthly amounts used.

Thanks again for your honest feedback.

Steve

vuvuzela

Hedsta68 wrote: »

Hello - thanks for your reply.

Npower advised me when they wrote to me in December that the new charge would be £37.99, this was worked out on their estimates - and that was the price that I agreed to.

Had a I known this would have increased to £51 a month later I would have changed provider.

A bit like getting a quote for something one week, only then having the price changed the next week. I don't believe that would be fair in a retail situation.

Additionally, their meter reading agents make little or no effort to take meter readings; for example when they buzzed my flat, I advised where the meter was and they made no attempt to read it and put a card through the door, requesting I do it myself. Akin to taking your car wash to a car wash and having to do it yourself, no?

It is possible that your request to change supplier would have been blocked because of the debt you have run up, by relying on the estimated readings.

As for the alleged laziness of the meter readers, you do recognise that it is in your interest to have accurate meter readings, as you don't want to be either paying too much and giving them a huge loan, or paying too little and building up a big debt. Not really like a car wash, no

Oh, and a minor point, £37 increased to £51 is a 38% increase, not near doubled.

Tiddles12

There is nothing to stop you changing suppliers at any time, certainly not because you've built up a bit of arrears.

Npower are scheisters - they didn't bill me for my gas for 16 months and based my monthly direct debits on my electricity only. So my monthly payments were quite reasonable and I didn't feel the need to switch to a cheaper supplier. They have now hit me with a £600 bill for 16 months worth of gas.

That's despite the fact that they are only allowed to backbill for 12 months....

I'm changing suppliers right now!

KTF

If you switch you still have to pay the debt to the existing supplier first.

The moral of this thread is always submit readings and dont rely on estimates.

vuvuzela

Tiddles12 wrote: »

There is nothing to stop you changing suppliers at any time, certainly not because you've built up a bit of arrears.

Npower are scheisters - they didn't bill me for my gas for 16 months and based my monthly direct debits on my electricity only. So my monthly payments were quite reasonable and I didn't feel the need to switch to a cheaper supplier. They have now hit me with a £600 bill for 16 months worth of gas.

That's despite the fact that they are only allowed to backbill for 12 months....

I'm changing suppliers right now!

The first sentence is not correct. Suppliers can and do block transfers if the customer has a reasonable amount of debt with them.

And how are npower at fault entirely for your and their failure to notice they weren't billing you?

excel

vuvuzela wrote: »

It is possible that your request to change supplier would have been blocked because of the debt you have run up, by relying on the estimated readings.

As for the alleged laziness of the meter readers, you do recognise that it is in your interest to have accurate meter readings, as you don't want to be either paying too much and giving them a huge loan, or paying too little and building up a big debt. Not really like a car wash, no

Oh, and a minor point, £37 increased to £51 is a 38% increase, not near doubled.

In support of the OP and contradicting some of the arguments here - from own experience with NP. I can only say they have abused the DD provided on each billing occasion (without substance - i.e. virtually no increased energy consumption) to increase the DD at times by 58% and most recently actually by 110% (so even more than doubled)!

Hence there is reason to believe that it is far more systematic than just accidental - as well as mis-selling of new tariffs, mixing up day and night-rates, harrassment through their subcontracted readers/engineers (all first hand experience).

On each occasion I had to disprove them by recalculating the whole account by myself and then they re-adjusted it to the previous DD. However it is becoming quite tedious.

My question in the context of the disproportionate DD-increases:
Are there any legal requirements or can they virtually increase the DD to any amount they want without good cause and reason?

Thanks

Wywth

excel wrote: »

In support of the OP and contradicting some of the arguments here - from own experience with NP. I can only say they have abused the DD provided on each billing occasion (without substance - i.e. virtually no increased energy consumption) to increase the DD at times by 58% and most recently actually by 110% (so even more than doubled)!

Hence there is reason to believe that it is far more systematic than just accidental - as well as mis-selling of new tariffs, mixing up day and night-rates, harrassment through their subcontracted readers/engineers (all first hand experience).

On each occasion I had to disprove them by recalculating the whole account by myself and then they re-adjusted it to the previous DD. However it is becoming quite tedious.

My question in the context of the disproportionate DD-increases:
Are there any legal requirements or can they virtually increase the DD to any amount they want without good cause and reason?

Thanks

Not just supporting the OP, but digging up an almost 4 month old thread to do so?
Now, that's commitment for you.

I think Steve has a secret admirer ... :cool: