Npower - erroneous transfer and waiting forever for a bill

LiPT

Hi - I was wondering if anyone had been in a similar situation and how Npower sorted it out.

In Nov 2012 after a few failed attempts over a few months, that were blocked by me, an unrequested third party supplier took over my gas supply and after liasing with npower, the third party and in the end my neighbour (who it turns out had made the request for their property) we finally sorted out the issue and the supply was returned to Npower. Npower took over my Gas supply again in June 2013 and I requested a bill a number of times to see where I was with payments, as they had stopped my DD for Gas in Nov 2012 and only started it again in June 2013 - when I "rejoined" them. I didn't receive a bill from Nov 2012 until March 2014 whereby they took the meter reading in Nov 2012 until March 2014 and squeezed all the usage into the billing period Aug 2013 - Mar 2014, I queried this as inaccurate as the gas usage was from Nov 2012 - March 2014 and I had been unable to change tariff in the intervening period due to the erroneous transfer and lack of bills so the values were higher than if I had had regular bills and the ability to change tariffs. I am now waiting for a bill next month to see if they will bill me correctly. I have just heard of the domestic back billing regulations and wondered whether this was why they were trying to squeeze all the usage into six months with the last bill.

Has anyone had a similar situation? Apparently my case is stuck in an office somewhere and will be sorted when the next bill comes through but somehow I doubt it.

naedanger

LiPT wrote: »

I have just heard of the domestic back billing regulations and wondered whether this was why they were trying to squeeze all the usage into six months with the last bill.

It's certainly very possible however it will probably be impossible to show that was npower's motive. However you should demand they come up with reasonable back bills and then apply the back billing code to those bills.

Expect to have to fight to get npower to do this, as much because of their incompetence as anything else. Also if npower blame the third party explain that that is a matter between them and the third party. Your contract has always been with npower.

LiPT

Thanks Naedanger. I am just amazed at how incompetent they are. They are selling energy, a simple product, and they basically have incredibly inefficient customer service and billing departments which is all they really need. They are either incompetent or just really greedy.

spiro

When you are erroneously transferred the wrong supplier does not bill you and the correct supplier normally for all the consumption during the period as if was used in one day. The back billing rule is not applicable in this situation.

naedanger

spiro wrote: »

When you are erroneously transferred the wrong supplier does not bill you and the correct supplier normally for all the consumption during the period as if was used in one day. The back billing rule is not applicable in this situation.

From the back billing code (my emphasis added in bold):

In certain circumstances, and where the customer is unaware of the problem, an energy supplier may find that they are not the correct supplier of a property.

In these circumstances, the customer will be refunded by the supplier all monies paid for the whole period from the start date of the incorrect supply. The incorrect supplier will cease any energy supply arrangements with the customer including pursuing any demands for payments for energy.

The correct supplier will contact the customer to make arrangements to pay for the energy consumed and establish the consumer’s requirements for their on-going energy supply

Unless there is a specific reason and clear evidence to not do so, such as those covered under customer responsibilities in section 2, the new supplier will not charge back more than 12 months from the date that the error has been identified.

This substantial redress seeks to fully compensate the customer for the errors on the part of the supplier, the failure to address the issue in a timely manner and any financial detriment that will be caused by the change in contracts between the erroneous supplier and the correct supplier.

naedanger

LiPT wrote: »

I am just amazed at how incompetent they are.

So am I. I am also surprised how little they are willing to do when things go badly wrong.

Most organisations do try to fix things when they go wrong. With npower it seems all they are interested in is trying to close the case without doing anything to actually rectify the issue.

nPower

LiPT wrote: »

Hi - I was wondering if anyone had been in a similar situation and how Npower sorted it out.

In Nov 2012 after a few failed attempts over a few months, that were blocked by me, an unrequested third party supplier took over my gas supply and after liasing with npower, the third party and in the end my neighbour (who it turns out had made the request for their property) we finally sorted out the issue and the supply was returned to Npower. Npower took over my Gas supply again in June 2013 and I requested a bill a number of times to see where I was with payments, as they had stopped my DD for Gas in Nov 2012 and only started it again in June 2013 - when I "rejoined" them. I didn't receive a bill from Nov 2012 until March 2014 whereby they took the meter reading in Nov 2012 until March 2014 and squeezed all the usage into the billing period Aug 2013 - Mar 2014, I queried this as inaccurate as the gas usage was from Nov 2012 - March 2014 and I had been unable to change tariff in the intervening period due to the erroneous transfer and lack of bills so the values were higher than if I had had regular bills and the ability to change tariffs. I am now waiting for a bill next month to see if they will bill me correctly. I have just heard of the domestic back billing regulations and wondered whether this was why they were trying to squeeze all the usage into six months with the last bill.

Has anyone had a similar situation? Apparently my case is stuck in an office somewhere and will be sorted when the next bill comes through but somehow I doubt it.

Hi LiPT

We'd be more than happy to help have this resolved for you. Please drop us an email using the address from our profile.

Thanks
Chris