Where do I stand on npower error?

sha1512

Hi,

Can anyone help me? I've received a letter from npower stating 'We've been checking our records and have discovered an error on the last bill or statement we sent you. We did not apply our November 2012 price increase so you have been undercharged for the energy you've used. We've now corrected your account and will send you a new bill or statement shortly.'

I left them in March of this year and have an outstanding balance which I intend to settle shortly but just wondered if legally I have to pay this as they have admitted its their mistake and to be notified 6 months later I feel is a bit much.

Thanks.

Sharon

Wywth

sha1512 wrote: »

Hi,

Can anyone help me? I've received a letter from npower stating 'We've been checking our records and have discovered an error on the last bill or statement we sent you. We did not apply our November 2012 price increase so you have been undercharged for the energy you've used. We've now corrected your account and will send you a new bill or statement shortly.'

I left them in March of this year and have an outstanding balance which I intend to settle shortly but just wondered if legally I have to pay this as they have admitted its their mistake and to be notified 6 months later I feel is a bit much.

Thanks.

Sharon

Legally, yes you do.

Legally they have 6 years in which to collect charges from you (5 years in Scotland)

Even under a voluntary scheme they agree to abide by, they have 12 months in which to bill you.

sha1512

OK. Thanks for your response.

Wywth

Were you given notice of this increase beforehand?

If not, then this similar thread may be of interest
https://forums.moneysavingexpert.com/discussion/4545397

sha1512

I don't think so but I'll check my paperwork from them. Thanks for the link to the other posts but the whole thing has now muddled me up, lol! Am I right in thinking that if they didn't send me a letter advising of the price rise I can reject the extra billing? If this is the case, I will write to them but should I quote anything (legislation etc).

Thanks,

Sharon

Wywth

sha1512 wrote: »

I don't think so but I'll check my paperwork from them. Thanks for the link to the other posts but the whole thing has now muddled me up, lol! Am I right in thinking that if they didn't send me a letter advising of the price rise I can reject the extra billing? If this is the case, I will write to them but should I quote anything (legislation etc).

Thanks,

Sharon

I suggest you ask them if they sent you a notice.
Letters were sent out in October as far as I know, but those nPower customers I know also had their price increase correctly applied.

If they did send you a letter and you didn't receive it, I suggest you complain to your local Royal Mail office, and perhaps the police.

If they agree they didn't send you advance notice, refer them to their own terms and conditions