NPOWER wont amend my bill!!

baffledmom

I was on the go fix 8 tariff for both fuels and when I switched they said they would save me £100pa. So I did.
6mths in received a bill stating my Direct Debit would go from £90per month to £123per month. Noticed they had incorrect figures for meter readings, which I had already given them.
These reading were far higher then my reading. Rang them they send they would amend then said to carry on paying £90per month.
Then just after the go fix 8 finished I get another bill stating my new monthly direct debit would now be £178per month.

:eek: I once again tried went through it and AGAIN noticed they had seriously hiked up the meter reading, but again this same figure of last time plus few thousand units.
When I informed them they again got this wrong, was told it would be passed to the plausable dept. That was a month ago, I rang them 2 weeks ago, informing them I have cancelled direct debit £178 until they sort the correct bill out.

Received a bill yesterday THE SAME readings?
I have worked out they actually owe me, but their last 2 bills the figure bumf and lay out has changed twice?????

It's driving me insane, why wont they just amend it.

I am very aware of turning things off when not in use and energy saving stuff is used where possible plus my children are here half of the week, so alot of things dont run.
Are they pee'd that I dont use that much electricity, it seems over a year I only use 2300units compared to their 11200 they keep informing me on my amended bills and next direct debit payment!.

How can I sort this.;)

Thank you.

spiro

Write a letter detailing the readings/dates you have supplied to them and state you want to raise a formal compliant. They cant ignore these and have 8 weeks to resolve.

dogshome

WRITE a letter headed Complaint, and include with it photos of your meter - If the photo can include the date area of that days newspaper, then so much the better

baffledmom

dogshome wrote: »

WRITE a letter headed Complaint, and include with it photos of your meter - If the photo can include the date area of that days newspaper, then so much the better

Did this last month and still waiting, but they keep sending me the same bill??

So just got off the phone to them, very apologetic and will follow it up and let me know within 28days.

Ive told them that will make it 2mths in total for them to sort this out, but I have been informing them of the wrong readings for 9mths!!! If it is not resolved before the 28days I am contacting Watchdog or MSE.com

so lets see what happens!

Ive worked it out that they have been over charging me by £30per month.:eek:

dogshome

Hmmm - So you have already gone down the "Photo meter" road.

To get action, the magic word that any letter should be headed with, is Complaint

In the strange world of Utility Co's, any phone call, letter or Email is just a communication, until that is it contains the word 'Complaint' - Then by the terms of their licence the supplier must deal with it in a specific time frame of 56 days, which if they fail to do, immediately opens your route the Energy Ombudsman

25.6_Pre-contract_oblig

Hi baffledmom,

I agree with dogshome and spiro: you will need to Complain (which you are doing).

I believe your case is another illustration of npower's 'broken system' in action.

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

I have made a link back to your case in Post #191.

So although I can't help you directly I hope an explanation as to why the meter readings, that you have been giving npower, have not been used to generate you bill may easy your frustration. I also hope that Ofgem, and others who are hoping to prevent further issues, will find the evidence useful.

25.6_Pre-contract_oblig

dude89

25.6_Pre-contract_oblig wrote: »

Hi baffledmom,

I agree with dogshome and spiro: you will need to Complain (which you are doing).

I believe your case is another illustration of npower's 'broken system' in action.

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

I have made a link back to your case in Post #191.

So although I can't help you directly I hope an explanation as to why the meter readings, that you have been giving npower, have not been used to generate you bill may easy your frustration. I also hope that Ofgem, and others who are hoping to prevent further issues, will find the evidence useful.

25.6_Pre-contract_oblig

I'm sorry but this is getting absolutely ridiculous. EVERY npower related post has a link back to your thread. I've got no problem with people trying to help, or even if you add links of the problems back to your thread, but to constantly add practically the same paragraph to every npower thread is getting excessive.

I'm sure if people want to read your thread they will, but unless you have got any advice relating to the queries can you please stick to your thread. It's getting boring now.

Apologies to the OP with commenting like this on your thread.

baffledmom

I actually wrote a lengthy letter of complaint with a copy to the Office of fair trading/OFGEM.

As I believe, they are taking money for a service that does not exist, according to their costs/price they stipulate. They have also failed by falsifying records of 'Meter Readings' that dont exist in the hope the customer would not look into this and accept it. IS THIS NOT EMBEZZLEMENT!!!!

In basic terms I have been conned.
As the meter reading person can get the gas side correct, but seeing the meters are next to each other, how can one be so stupid???? or is it done on purpose???

I also stated that I would not pay any monies until the bill is corrected and that they look at the end result as:-

which was basically balance sheet of 16mths direct debits. Then what the units have been over the year = cost of usage and standing charge. whoever is greater is owed.
Not some 5 page document of differant layouts, no mention of what I have paid direct debit over the year, then projecting what im going to use 13,000 units when over a year is under 4,000!

Think a pay as you go meter is the way to go, to stop being conned! especially now there is not a great differance in pricing when you shop around. Pay for what you use.

So I wait to see what happens.

Thank you for those who replied. :-)

spiro

baffledmom wrote: »

I actually wrote a lengthy letter of complaint with a copy to the Office of fair trading/OFGEM.

Until the supplier has had 8 weeks to investigate a formal complaint the Ombudsman or OFGEM are not going to do a thing.

SwanJon

That 8 weeks started ticking the first time you raised the complaint.
If you say this was 2 months ago, you may be able to go to the Ombudsmand already.
It might be worth contacting the ombudsman now.

nPower

baffledmom wrote: »

I was on the go fix 8 tariff for both fuels and when I switched they said they would save me £100pa. So I did.
6mths in received a bill stating my Direct Debit would go from £90per month to £123per month. Noticed they had incorrect figures for meter readings, which I had already given them.
These reading were far higher then my reading. Rang them they send they would amend then said to carry on paying £90per month.
Then just after the go fix 8 finished I get another bill stating my new monthly direct debit would now be £178per month.

:eek: I once again tried went through it and AGAIN noticed they had seriously hiked up the meter reading, but again this same figure of last time plus few thousand units.
When I informed them they again got this wrong, was told it would be passed to the plausable dept. That was a month ago, I rang them 2 weeks ago, informing them I have cancelled direct debit £178 until they sort the correct bill out.

Received a bill yesterday THE SAME readings?
I have worked out they actually owe me, but their last 2 bills the figure bumf and lay out has changed twice?????

It's driving me insane, why wont they just amend it.

I am very aware of turning things off when not in use and energy saving stuff is used where possible plus my children are here half of the week, so alot of things dont run.
Are they pee'd that I dont use that much electricity, it seems over a year I only use 2300units compared to their 11200 they keep informing me on my amended bills and next direct debit payment!.

How can I sort this.;)

Thank you.

Hi baffledmom,

I can see that you're very frustrated here and I'm sorry to see that it's taking longer than it should to resolve this.

I'm more than happy to take a look into this and get things chased up if you can send me the details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL]?

Kind regards,

Adam