n-power reading the wrong meter

testpilot4321

I sue n-power for my gas and electric, both meters are outside. There are 2 gas meters, one for my neighbors upstairs and one for my ground floor flat.

For 3 years now n-power have been reading the wrong meter and no matter what I say or do they simply won't correct the problem. I am being overcharged by quite a substantial sum and have been paying the bills to prevent any nasty letters coming my way.

I have gone down the complaints route and had zero response. What would be my best course of action at this stage? I have been exceptionally patient but my fuse has now burnt away and I'm ready to explode!

Wywth

testpilot4321 wrote: »

I sue n-power for my gas and electric, both meters are outside. There are 2 gas meters, one for my neighbors upstairs and one for my ground floor flat.

For 3 years now n-power have been reading the wrong meter and no matter what I say or do they simply won't correct the problem. I am being overcharged by quite a substantial sum and have been paying the bills to prevent any nasty letters coming my way.

I have gone down the complaints route and had zero response. What would be my best course of action at this stage? I have been exceptionally patient but my fuse has now burnt away and I'm ready to explode!

Take your complaint to the final stage - the ombudsman

dogshome

When you went down the Complaints route, was this done over the phone and/or did you get a reference number ?

If you did get acknowledgement, the Complaint was more than 56 days ago and yet is still unsatisfied, you can go to the Ombudsman now

If however you've heard nothing and your Complaint was by phone- WRITE to n'power heading the letter Complaint BIG & BOLD just like that
A letter headed like this brings into play a special set of rules that n'power have to abide by, by the terms of their licence

testpilot4321

UPDATE

Well we are finally getting somewhere and have a dedicated person from the complaints department trying to sort us out, he's still convinced we are wrong and he is right, but the fact that our neighbours are on holiday and their meter isn't going up and our meter is is proof enough.

They are now asking us to take daily meter readings to work out what we would roughly have used over the last 4 years!

ValHaller

testpilot4321 wrote: »

For 3 years now n-power have been reading the wrong meter and no matter what I say or do they simply won't correct the problem. I am being overcharged by quite a substantial sum and have been paying the bills to prevent any nasty letters coming my way.

If you have known the readings were not yours, you should have refused to accept the bills and provided your own readings - doing this all in writing. There would then have been a genuine dispute and you would have been bomb proof - the nasty letters would either not be sent or you could ignore them.

dogshome

To put this in context, the meter mix-up isn't necessarily n'powers fault - When the flats were built it was the builder/developers responsibility to advise what flat was connected to which meter, and this info was passed to the Agency who hold the records that n'power, (and every other supplier), rely on.

That said, it's still n'powers responsibility to sort it out and to only start to so now after 3 years of complaints, puts them in a very poor light.

This need a visit by appointment when both flats are occupied to sort out, but you giving daily meter readings over a short period will not be proof positive of anything.
Your 'Dedicated' contact is giving you something of a run-around - WRITE a.s.a.p, reporting the static meter reading of the nieghbors meter due to holidays and the use recorded by your own, quoteing both readings and the meter numbers, DEMANDING n'power set up a visit

testpilot4321

Another update:

nPower have now agreed that they have been reading the wrong meters but still yet to come up with a solution. We have however now been sent a letter by them stating that due to the age of the complaint we can now go to the ombudsman! How nice of them to point that out!

nPower

testpilot4321 wrote: »

Another update:

nPower have now agreed that they have been reading the wrong meters but still yet to come up with a solution. We have however now been sent a letter by them stating that due to the age of the complaint we can now go to the ombudsman! How nice of them to point that out!

Hi testpilot4321,

Would you like me to chase this up with the team so we can get this resolved as soon as possible?

If you can send me the details to the email address on my profile page, I can get onto this right away.

Many thanks,

Adam

testpilot4321

A further update:

We are still no further forward at all. We have been giving meter readings as requested but have now been told they don't think the readings are correct and have asked us to start taking readings again!!!

It's not hard, send someone around, look at the meters and work out for yourselves which one is ours, then work out how much you owe us back (it's a lot) then sort out the compensation for keeping us waiting for over 3 years to sort this problem out that should have taken less than a week!

I am lucky to be in the position of having a lawyer within my company who is now offering to take over this problem.

I have emailed you Adam and as much as I appreciate the offer I have no confidence in it making any difference.

Wywth

Why have you not followed the advice I gave you in post#2 almost 2 months ago??? :huh:

testpilot4321

Wywth wrote: »

Why have you not followed the advice I gave you in post#2 almost 2 months ago??? :huh:

To be honest when the case was taken over by a complaints specialist I honestly thought he was going to get things sorted pretty quick, obviously I was wrong.

We are now complaining to the ombudsman over the weekend.