Npower theft

joncombe

Yes theft is a strong word but as far as I'm concerned that is exactly what happened.

As I've posted here before I've had problems with Npower billing where the bills issued have been incorrect and do not add up.

I sent a letter record delivery to npower as a formal complaint and detailing the problems and have the conformation it was delivered to the address and that the address is correct. Npower denied receiving it.

Subsequently through a posting here the npower rep got involved and raised an Executive complaint. This was accepted and I was told a new bill would be issued.

After nearly a month a new bill was issued that was exactly the same as the old one (I.E. wrong). The main issue seems to be that a bill was generated on an estimated reading. I was then asked to provide an accurate meter reading, which I did. A new bill was issued. This re-billed for both gas and electric for the period of the previous bill, and the previous bill was listed as "cancelled", but the charges were refunded for only ONE of the two fuels. I was told this is because the bill was cancelled for only one of the two fuels, but the bill does not make this clear. In addition npower executive complaints confirmed this bill had an error with this comment

"I agree that the figure of £71.96 isn't showing on this and should be to enable the calculation to add up".

They did not agree I had been billed twice for gas but agreed to have a new correct bill issued. After a few weeks I was then told a new bill could not be issued because it came out the same as the previous bill and that it was correct. The person dealing with my complaint then denied that they previously had agreed the bill did not add up with the comment.

I have agreed with you that it was confusing, however I have not advised that the bill doesn't add up

I can't see how the first comment that a figure is missing to "enable the calculation to add up" can be seen as anything other than the bill does not add up. I was told that a new bill would not be issued but a "statement of account" would be produced to show that I had not been double billed. I decided at this point to telephone and pointed out the other billing errors as well that I had reported in my letter. The person at npower agreed the bill was incorrect and arranged for the bill to be re-calculated for the entire period in dispute.

I got notification of the bill on 31st July and checked and found it was again incorrect, for a number of reasons.
* Units used does not match up (end reading - start reading is not the units used value they have)
* The wrong tariff is shown.
* ALL units are billed at a single rate. The previous bills all had some units at the first rate and some at the second (lower) rate, as this was a 2-tier tariff.

As a result, the bill came out in debit and showed they would take this payment by direct debit. My previous (disputed) final bill was in credit, and the credit balance refunded, leaving a balance of £0. I telephoned on 4th August to explain the billing issues with this new bill and was assured that there was a "stop" on my account whilst the complaint was on-going (it still is) and no further payments would be made until it was resolved (I am no longer supplied by npower). I had also at this point cancelled the Direct Debit and informed Npower of this on more than one occasion by telephone and by email to their executive complaints team (and they did reply to the email, so I know that it arrived).

Nevertheless today I find Npower set up a new Direct Debit (because I cancelled the old one) and took the money their incorrect bill shows is owed. I have complained to my bank and had the money refunded under the Direct Debit Gurantee. So as far as I'm concerned this is theft. I cancelled the direct debit (to stop further payments), I told the organisation this and they confirmed a "stop" in the account, so I don't see how it can be legal or possible for them to setup a new Direct Debit and help themselves to money they are not owed from by bank account.

I have again spoken to Npower and been assured no further payments will be taken and I have (again) cancelled the new Direct Debit npower set up. However I do not trust Npower because they previously told me there was a stop on my account and that cancelling the Direct Debit (which I've done) would prevent them taking further payments.

However my bank have told me that if it is an organisation I have previously given permission they CAN set up a new direct debit, even if I cancelled the old one for up to 13 months (I think it was).

So is there anyway I can stop this, short of changing to another bank and closing the account down (so the account details npower have are no longer valid)?

I currently have a complaint with Ombusdman anyway, so I will be adding this to the complaint and requesting compensation.

Wywth

joncombe wrote: »

Yes theft is a strong word but as far as I'm concerned that is exactly what happened.

As I've posted here before I've had problems with Npower billing where the bills issued have been incorrect and do not add up.

I sent a letter record delivery to npower as a formal complaint and detailing the problems and have the conformation it was delivered to the address and that the address is correct. Npower denied receiving it.

Subsequently through a posting here the npower rep got involved and raised an Executive complaint. This was accepted and I was told a new bill would be issued.

After nearly a month a new bill was issued that was exactly the same as the old one (I.E. wrong). The main issue seems to be that a bill was generated on an estimated reading. I was then asked to provide an accurate meter reading, which I did. A new bill was issued. This re-billed for both gas and electric for the period of the previous bill, and the previous bill was listed as "cancelled", but the charges were refunded for only ONE of the two fuels. I was told this is because the bill was cancelled for only one of the two fuels, but the bill does not make this clear. In addition npower executive complaints confirmed this bill had an error with this comment

They did not agree I had been billed twice for gas but agreed to have a new correct bill issued. After a few weeks I was then told a new bill could not be issued because it came out the same as the previous bill and that it was correct. The person dealing with my complaint then denied that they previously had agreed the bill did not add up with the comment.



I can't see how the first comment that a figure is missing to "enable the calculation to add up" can be seen as anything other than the bill does not add up. I was told that a new bill would not be issued but a "statement of account" would be produced to show that I had not been double billed. I decided at this point to telephone and pointed out the other billing errors as well that I had reported in my letter. The person at npower agreed the bill was incorrect and arranged for the bill to be re-calculated for the entire period in dispute.

I got notification of the bill on 31st July and checked and found it was again incorrect, for a number of reasons.
* Units used does not match up (end reading - start reading is not the units used value they have)
* The wrong tariff is shown.
* ALL units are billed at a single rate. The previous bills all had some units at the first rate and some at the second (lower) rate, as this was a 2-tier tariff.

As a result, the bill came out in debit and showed they would take this payment by direct debit. My previous (disputed) final bill was in credit, and the credit balance refunded, leaving a balance of £0. I telephoned on 4th August to explain the billing issues with this new bill and was assured that there was a "stop" on my account whilst the complaint was on-going (it still is) and no further payments would be made until it was resolved (I am no longer supplied by npower). I had also at this point cancelled the Direct Debit and informed Npower of this on more than one occasion by telephone and by email to their executive complaints team (and they did reply to the email, so I know that it arrived).

Nevertheless today I find Npower set up a new Direct Debit (because I cancelled the old one) and took the money their incorrect bill shows is owed. I have complained to my bank and had the money refunded under the Direct Debit Gurantee. So as far as I'm concerned this is theft. I cancelled the direct debit (to stop further payments), I told the organisation this and they confirmed a "stop" in the account, so I don't see how it can be legal or possible for them to setup a new Direct Debit and help themselves to money they are not owed from by bank account.

I have again spoken to Npower and been assured no further payments will be taken and I have (again) cancelled the new Direct Debit npower set up. However I do not trust Npower because they previously told me there was a stop on my account and that cancelling the Direct Debit (which I've done) would prevent them taking further payments.

However my bank have told me that if it is an organisation I have previously given permission they CAN set up a new direct debit, even if I cancelled the old one for up to 13 months (I think it was).

So is there anyway I can stop this, short of changing to another bank and closing the account down (so the account details npower have are no longer valid)?

I currently have a complaint with Ombusdman anyway, so I will be adding this to the complaint and requesting compensation.

I gave up after the first sentence, but would advise you to contact the police if you think you have genuinely been the victim of an act of theft.