Back-Billing 12 Month Write Off Get Out Clause?

totally-confused

In Energy UK's 'Code of Practice for Accurate Bills (Back Billing for Domestic Customers)' document, it states that if a supplier is at fault in not billing a domestic customer, they should not send a bill which includes unbilled energy consumed more than 1 year previous to the bill being issued.

As we had not received an nPower bill for over 18 months until yesterday, we believe we should have had the charge for all energy used more than twelve months before the bill was issued written off.

However, as we made payments on account during this 18 month period, nPower has informed us that they have 'taken these payments into consideration', and as a result, will only write off a small part of the unbilled electricity, rather than the full amount.

The Code also states that "customers should be encouraged to pay a reasonable estimate of their consumption" while waiting for a bill, which we have done, but it would appear that by doing so, we have been penalised for "doing the right thing". If we had waited to pay until billed, the full amount would have been written off.

Has anybody out there also had their unbilled energy use write off reduced for this reason, and secondly are nPower right to act in this way?

Bluebirdman_of_Alcathays

totally-confused wrote: »

In Energy UK's 'Code of Practice for Accurate Bills (Back Billing for Domestic Customers)' document, it states that if a supplier is at fault in not billing a domestic customer, they should not send a bill which includes unbilled energy consumed more than 1 year previous to the bill being issued.

Correct. This has no basis in law mind, it's a voluntary agreement that 5 of the big 6 adhere to.

As we had not received an nPower bill for over 18 months until yesterday, we believe we should have had the charge for all energy used more than twelve months before the bill was issued written off.

I agree, you should only be paying for energy used in the last year.

However, as we made payments on account during this 18 month period, nPower has informed us that they have 'taken these payments into consideration', and as a result, will only write off a small part of the unbilled electricity, rather than the full amount.

Correct, they should only be writing off about a third. You are still liable for the other 2/3rds.

The Code also states that "customers should be encouraged to pay a reasonable estimate of their consumption" while waiting for a bill, which we have done, but it would appear that by doing so, we have been penalised for "doing the right thing". If we had waited to pay until billed, the full amount would have been written off.

No, if you had not paid a penny, you would still have to pay for 12 months electricity.

Has anybody out there also had their unbilled energy use write off reduced for this reason, and secondly are nPower right to act in this way?

You shouldn't expect an absolute write off. You should be paying for the last 12 months usage, and your payments for the last 18 months should be used to cover this. If there is a deficit you still have a liability to npower, and if you have paid more then npower owe you.

totally-confused

Thanks for your reply Bluebirdman of Alcathays. The penultimate paragraph of my original post should have read: "If we had waited to pay until billed, the full UNBILLED amount would have been written off."

The nPower customer service person we spoke to confirmed they would have written off the full unbilled amount if we hadn't made any payments on account while waiting for our bill. They wouldn't do this because we were not subject to 'bill shock' when the bill finally arrived, as the amount owed was relatively modest.

On a happier note, nPower did agree to increase the amount they are writing off when pressed.

However, the moral of the story is clear: NEVER make any payments on account while waiting for a late energy bill.

Cardew

For the first time, I don't agree with Bluebirdman.

This has come up many times on MSE - the latest being in this thread:

https://forums.moneysavingexpert.com/discussion/comment/66086954#Comment_66086954

Se particularly post#8

You have summed it up correctly here(Bluebirdman's comment in red) :

However, as we made payments on account during this 18 month period, nPower has informed us that they have 'taken these payments into consideration', and as a result, will only write off a small part of the unbilled electricity, rather than the full amount.

Correct, they should only be writing off about a third. You are still liable for the other 2/3rds.

If you have made payments over the 18 months of the account, the payments in the first 6 months are taken into account - i.e. you do not get the first third written off.