npower billing chaos - will someone please answer me?

nPower

General_query wrote: »

That's it, I have had enough of npower.
I want out, but can't until they bill me properly.

Copy of the email I sent to them this morning and also to [EMAIL="paul.massara@rwenpower.com"]paul.massara@rwenpower.com[/EMAIL], as I'm at my wits end:


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npower account number: xxxxxxxxxx

Hello,

I am contacting you about the bill you have just sent me, dated 18th June 2014 (for electricity 23rd November 2013 to 16th June 2014), saying I have a current outstanding balance of £409.96, and that you are increasing my monthly direct debit from £20 a month up to a ridiculous £95 a month from 18th July.

This bill is wrong.

I do not owe you over £400 and I am certainly not letting you take £95 a month off me via direct debit - due to your failure to bill me correctly.

I switched to npower (from E-ON) in April 2013 and was officially an npower customer from 23rd May 2013 and I duly submitted a meter reading to you as requested.

You never sent me a copy of my terms and conditions upon switching detailing exactly what tariff I was going to be on, with the energy costs etc.

You did actually send me a letter saying the documents I requested "were enclosed", but there were NO terms & conditions. Further requests for these terms & conditions have been ignored.

After only a few weeks of being a new customer with you, I received a letter from yourselves insisting a new electricity meter was installed in my property, which I reluctantly agreed to, and on Wednesday 12th 2013, an employee from "Enterprise" came to take out the meter I had installed - and then fitted a new one, as per your letter.

He wrote down the final meter reading from the old one, and also the starting meter reading from the newly installed one (note: this did not start at 00000), for himself and also left me a dated card saying he had removed and replaced the old meter with a new one along with the old and new meter readings written down on for me. I was told he would then forward these meter readings on to you at npower so you could bill me correctly up to the removal of the old meter; final meter reading 36706, and start billing from the new reading of 16273. (Please see attached PDF scan of the actual card he left me with the old and new meter readings clearly written down on it).

To date, you have not used any of my submitted meter readings, seem to have no record of any new meter being installed (at your own request), and certainly no knowledge of the new meter reading you should be using to correctly bill me with.

Your current bill for £409.96 is obscene, and I do NOT owe that amount which is based on incorrect estimated readings.

I am certainly NOT having my direct debit increased from the £20 I was paying, up to an extortionate £95 a month (from 18th July) to clear a fantasy outstanding balance of £409.96 that I simply do not owe, because you are still billing me with estimated meter readings for a meter I had removed, when you should be using readings from the new meter installed.

I have contacted you several times in the past, but to no avail. I can never get through on the phone, and when I tried to submit my last meter reading via "my account", it warned me of a very large bill due to a high meter reading due to irregular "high usage", so knowing this was wrong, I did not proceed to submit the meter reading. Like I say, this is purely because you still have my old electric meter as in use instead of my "new" current one.

I am disgusted at this constant banging my head against a brick wall, getting nowhere with you and am now actually free to switch to another electricity supplier having endured a painful 14 months with npower.

But I can't do this due to the fact you have never billed me correctly - and I won't be allowed to switch until my bills with you are settled - I am not holding my breath.

Can you please reply to acknowledge receipt of this email, that someone will be looking into this incorrect billing and that you WILL send me out a correct bill, using the meter reading from the new meter as a starting point, and using the meter reading I have taken last night on the 1st July (meter reading 18350) for up to date usage from myself (again please see attachment and photo proof below).



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Hello General query,

Thank you for your post.

If you can forward the email onto me to the address on my profile page I will look into this now and contact the metering guys to get the exchange updated and a correct bill calculated.

Thanks

Carmel

General_query

Now all sorted thanks to the good people at @npowerhelp on Twitter!

:beer:

Correct bill now issued and outstanding balance wiped as gesture of goodwill.

:j

Hats off to @npowerhelp :T

They did have to put my future Direct Debit upto £28 a month though to cover "future usage".... but I'm leaving them anyway!

:A

General_query

nPower_company_representative wrote: »

Hello General query,

Thank you for your post.

If you can forward the email onto me to the address on my profile page I will look into this now and contact the metering guys to get the exchange updated and a correct bill calculated.

Thanks

Carmel

Cheers Carmel, but now all sorted after 14 months...... :eek: :rotfl:

General_query

Come on people, get on to @npowerhelp