Npower - advice needed

bhuna1

I am posting this message on a number of internet forums to see if anyone else has had similar problems with NPower and hopefully be able to offer any advice as to my next move.

I moved into my current property in Dec 2011 with a friend. NPower had provided the house with both gas and electricity so, to make things easier, we continued to use them as our supplier. We payed by fixed direct debit and Npower gave us an estimated bill. I presumed that this was based on usage by the previous tenant.

Over the next 12 months or so, NPower never contacted us to provide meter readings and we continued to pay our direct debit.

Earlier this year, I was looking through my bank statements and I noticed that in Sept 2012 NPower had taken £230 out of my account with no notification. I contacted NPower and they were confused as to why this had happened but said that it would remain in my credit. I was not happy about them taking money without my permission and asked for it to be paid back but they refused. I then contacted my bank and they returned the money into my account.

Around this time, I was getting a little concerned about our estimated bill. The house has an AGA and I had been hearing stories about how much energy they use. My housemate was moving out in a few months so I wanted to sort out the energy bills so we could settle it before she left. I contacted Npower in March 2013 and gave them the meter readings and they promised I would have a new bill and a more accurate direct debit amount within 14 days. This did not happen.

I phoned them back and the person I spoke to said they didn't know why this had not been done but they would ensure it was done within another 14 days. Again, this did not happen.

This went on repeatedly for the next 3 months. More promises and more lies. Then, out of the blue, I received a final reminder for a bill I had not received saying I had 14 days to pay. I contacted NPower and they did not know why I had been sent this and that I should ignore it. I again asked for the bill and they promised I would receive it within 14 days and sorry for all the inconvenience. Again, it did not appear.

By this point, we were getting desperate as our contract was about to expire on the house and we needed to decide whether we wanted to renew or not. The house is fine but we needed to know just how expensive the energy was before commiting to another year. I explained this to NPower and the person I spoke to worked out what the debit would be 'to the nearest pound'. He said we would owe about £400. As this had built up over an 18 month period, it seemed ok so we took out another year on the house. However, 5 months since requesting a bill, we still had not received one.

Whilst recently in India, I noticed in my gmail account that 'MY NEW NPOWER BILL WAS AVAILABLE'. 5 months after asking for it. No apology, no explanation. Just a bog-standard bill saying that I owe over £1000 and I had a week to pay it. (In fact there were 2 bills, both giving different amounts and then the amount owed according to my online account is different still). There's no way I can just hand over £1000 and I wouldn't even if i could after the non-service and treatment we have recieved. My housemate has left and we have now signed up for another year in a house we cannot afford.

Anyone offer any advice about what I need to do before I contact NPower would be greatly appreciated.

Wywth

This MSE article will help you in your seach for the best deal for you
http://www.moneysavingexpert.com/utilities/you-switch-gas-electricity

If you currently pay monthly by DD, its not usual to be sent a bill that needs immediate payment.

However, if that is what you have received, I suggest you talk to the supplier. They should be able to modify your monthly DD payments accordingly.
(Of course if you switch supplier, nPower will send you a final bill which will be expected to be paid in full)

If it's been 28 days since you have been billed this £1000 demanding payment, then any request to switch supplier may be denied.

kdaines

You are not alone! I've found myself in exactly the same situation!

Have been with nPower for 6+ years. My last reliable bill using actual meter readings from them was in Dec 12 and I was in credit by £25, with a monthly DD of just under £40.

Then last month I got a letter out of the blue saying they were having some issues with billing which would cause a delay in issuing next bill, but there was nothing to worry about. Yeah right - ring the alarm bells!!!

Lo and behold, I've just had sent through two bills issued on the same date, with different amounts, and the larger of the two indicating a huge hike in monthly DD to £205 per month and a balance in debit by almost £570

Yet when I use their online energy comparison tool I can clearly see that my usage for 2013 to date is less than 10% more than my usage in 2012.

Tried to give them a piece of my mind - but they are shut for bank holiday - so tomorrow morning could be interesting!