Npower - unable to send me a correct bill within five months

movinghelp

I had an official complaint registered on 5th Feb with Npower but have heard nothing since then. I've also spoken to several members of the customer service team and none have any idea what is going on. I know they have 8 weeks to resolve the complaint before I can escalate it to the Energy Ombudsman but it's really bothering me that I haven't had a correct bill despite moving into the property in Sept.

Potted history - Npower supplied the electricity on a pre-payment meter, this was switched to a credit meter in Oct (for a £60-ish charge), I wanted one supplier so Npower took over my gas in Dec. As a result I have 3 account numbers and 3 bills, none of which make any sense.

The first elec bill shows they were charging me the prepayment rate while I was on a credit meter, also says I'm £42.27 in credit but no mention of this being returned to me. The gas bill was issued debited and then credited back. The 2nd elec bill might be accurate.

I don't feel comfortable having a direct debit set up with a company who seem totally incapable of billing me correctly despite me submitting regular meter readings.

scaredofdebt

The highest account number is likely to be the correct one.

You could use their online system to set the amount of the direct debit, if you are really concerned set it as low as possible and then put money to one site to pay the bill when it does eventually come.

On a direct debit the usual bill is every 6 months.

They should be able to manually calculate the bill for you when you ring, have they not offered to do this?

chanz4

have they recieved the flows from the mops about the meter change?

movinghelp

Sorry I have no idea what that last question means:rotfl:

They have been unable to manually create the bill although I have asked several times, for gas my old supplier managed to send me a final bill and I thought all was sorted when I got issued the new one from Npower but it was then credited back. For electricity I have no idea what's going on.

I know normally you only get a bill every 6 months but with my old supplier (SSE) they gave me a new bill every time I supplied a new meter reading (every 2 months or so) which gave me a better idea of how much I was spending.

movinghelp

Sorry I have no idea what that last question means:rotfl:

They have been unable to manually create the bill although I have asked several times, for gas my old supplier managed to send me a final bill and I thought all was sorted when I got issued the new one from Npower but it was then credited back. For electricity I have no idea what's going on.

I know normally you only get a bill every 6 months but with my old supplier (SSE) they gave me a new bill every time I supplied a new meter reading (every 2 months or so) which gave me a better idea of how much I was spending.

scaredofdebt

chanz4 wrote: »

have they recieved the flows from the mops about the meter change?

movinghelp wrote: »

Sorry I have no idea what that last question means:rotfl:

Basically it means have they been told about the meter change by the engineer, or the company he works for.

movinghelp wrote: »

I know normally you only get a bill every 6 months but with my old supplier (SSE) they gave me a new bill every time I supplied a new meter reading (every 2 months or so) which gave me a better idea of how much I was spending.

You can ring them and ask them to work out the bill, the meter exchange may make the calculation harder but it is still possible and a couple of minutes work.

They may not have access to all the readings they need but you should find a sticker on your new meter with the old reading for the old meter and the start read of the new one on it.

Meter exchanges can take up to 90 days to process that may delay your bill somewhat.