Npower, I'm so confused!

Rincat

Hi everyone, just wondering if anyone can help make sense of this? I can't call npower until Tuesday apparently....

We pay quarterly and have been with npower for about 10 years. Today we received 3 'bills' in the post, one for June-sept last year saying we are £1450 in credit, the another for sept to December saying the £1450 was used to pay for it, leaving £860 in credit, and the final one saying that was used to pay for dec to April, leaving £11 that we need to pay now. We have only just paid an £800 bill, and on none of these random 'bills' does it acknowledge the amounts we paid last year.

I can't figure out what it all means and why we suddenly need to pay £11! I'm so confused!

Has anyone else had this or can offer any enlightenment?

Thanks in advance!

rogerblack

First step.
Ignore the amounts, and concentrate on the readings on the meter.
Do these seem realistic?

Secondly - if you have a high energy usage, 1450 credit in september is possible.
This is then used up in the colder months, and by now has been entirely used.

It is clearly bad practice for them to have not sent you the bills at the appropriate time.
(Unless this was expected under your contract, some contracts come with very low bill frequencies.)

Work out the meter readings, not estimated ones and the final meter readings now.
Multiply by a cost per unit - say 15p for electricity and 4p for gas.
do the numbers work?

Rincat

Thanks for the reply Roger. The readings all tally up but what's confusing me is the fact that they all relate to bills that have already been paid for by us. So the 2nd one that says it was covered by our credit was already paid for by us. It's like there's 2 different things happening. It doesn't make sense!

macman

So they're statements, not bills.

Rincat

Yes more like statements, but the amounts differ to the actual bills we paid, and they seem to make out that the £1450 credit in September paid for the December and March bills, leaving £11 for us to pay now. But, we paid the bills ourselves and only paid one 2 weeks ago for a different amount to this new one. If we've already paid the bill for December to March, why do we suddenly need to pay more? Surely it would carry over to the next bill?

sam.4000

I really would not worry about it. They seem to be having so many problems since they changed to a new computer system. I would tell you to phone them but they have shut their phone system down till Tuesday due to swapping their systems over. Should be fun on Tuesday!

rogerblack

Have you had other bills since?
If they have not taken into account your payments since - check it's leaving your account - contact them, if you believe it's possible that you actually had this credit.

chanz4

sounds like they have rebilled your consumption if on est reads

nPower

Rincat wrote: »

Hi everyone, just wondering if anyone can help make sense of this? I can't call npower until Tuesday apparently....

We pay quarterly and have been with npower for about 10 years. Today we received 3 'bills' in the post, one for June-sept last year saying we are £1450 in credit, the another for sept to December saying the £1450 was used to pay for it, leaving £860 in credit, and the final one saying that was used to pay for dec to April, leaving £11 that we need to pay now. We have only just paid an £800 bill, and on none of these random 'bills' does it acknowledge the amounts we paid last year.

I can't figure out what it all means and why we suddenly need to pay £11! I'm so confused!

Has anyone else had this or can offer any enlightenment?

Thanks in advance!

Hi Rincat,

This does seem a little confusing from what you have written.

I can have our team look into this and explain what's happened to you if you can send me your details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL]

Best wishes,

Adam