Npower mess

nannygizmo

Npower messed my account up massively. Yesterday I got a letter stating they cannot charge me for a period more than 12 months ago because of the code of practise for accurate bills. The letter states that between 15 jan 2013 and 8 sept 1913 they did not bill me so they will not charge me for that period. It goes on to say that £248 has been credited to my account for electricity and £7.65 for gas. I did not believe that I had only used this amount of energy over 8 months so I rang them. The chap on the phopne said that because I pay by direct debit I only get a refund for bills over 15 months ago. He assured me that the electric is correct and then recalculated the gas to £205. I have asked for a letter confirming that he has done this. On reflection it still seems a paltry amount for a 5 month period ( assuming that he was telling the truth) I was paying them roughly £128 per month by DD at that time.
I wonder if anyone knows the rules on the code of practise for accurate billing ? Is it true that they cannot charge for a period 15 months ago instead of 12 because I paid by Direct Debit? I have screenshots of my account and the letter I got yesterday but I can't work out how much energy I used because I don't understand kilowatts and units etc. From memory I do know it was a very harsh winter and wet spring so how I managed to use only £500 of energy in 5 months is baffling given my payments were £128 per month. If he was lying then it should be an 8 month period they cannot charge me for. I know I used the energy and didn't mind paying for it, but it is the principal now as they have made so many mistakes I am just furious with them. I change to another utility company on the 6th October.

naedanger

nannygizmo wrote: »

Npower messed my account up massively. Yesterday I got a letter stating they cannot charge me for a period more than 12 months ago because of the code of practise for accurate bills. The letter states that between 15 jan 2013 and 8 sept 1913 they did not bill me so they will not charge me for that period. It goes on to say that £248 has been credited to my account for electricity and £7.65 for gas. I did not believe that I had only used this amount of energy over 8 months so I rang them. The chap on the phopne said that because I pay by direct debit I only get a refund for bills over 15 months ago. He assured me that the electric is correct and then recalculated the gas to £205. I have asked for a letter confirming that he has done this. On reflection it still seems a paltry amount for a 5 month period ( assuming that he was telling the truth) I was paying them roughly £128 per month by DD at that time.
I wonder if anyone knows the rules on the code of practise for accurate billing ? Is it true that they cannot charge for a period 15 months ago instead of 12 because I paid by Direct Debit? I have screenshots of my account and the letter I got yesterday but I can't work out how much energy I used because I don't understand kilowatts and units etc. From memory I do know it was a very harsh winter and wet spring so how I managed to use only £500 of energy in 5 months is baffling given my payments were £128 per month. If he was lying then it should be an 8 month period they cannot charge me for. I know I used the energy and didn't mind paying for it, but it is the principal now as they have made so many mistakes I am just furious with them. I change to another utility company on the 6th October.

The back billing code is here:

Back billing code

If you want npower to treat your complaint seriously put it in writing headed "official complaint". The email address for complaint is here:
http://www.npower.com/home/help-and-support/contact-us/complaints/complaints-handling-policy/

nPower

nannygizmo wrote: »

Npower messed my account up massively. Yesterday I got a letter stating they cannot charge me for a period more than 12 months ago because of the code of practise for accurate bills. The letter states that between 15 jan 2013 and 8 sept 1913 they did not bill me so they will not charge me for that period. It goes on to say that £248 has been credited to my account for electricity and £7.65 for gas. I did not believe that I had only used this amount of energy over 8 months so I rang them. The chap on the phopne said that because I pay by direct debit I only get a refund for bills over 15 months ago. He assured me that the electric is correct and then recalculated the gas to £205. I have asked for a letter confirming that he has done this. On reflection it still seems a paltry amount for a 5 month period ( assuming that he was telling the truth) I was paying them roughly £128 per month by DD at that time.
I wonder if anyone knows the rules on the code of practise for accurate billing ? Is it true that they cannot charge for a period 15 months ago instead of 12 because I paid by Direct Debit? I have screenshots of my account and the letter I got yesterday but I can't work out how much energy I used because I don't understand kilowatts and units etc. From memory I do know it was a very harsh winter and wet spring so how I managed to use only £500 of energy in 5 months is baffling given my payments were £128 per month. If he was lying then it should be an 8 month period they cannot charge me for. I know I used the energy and didn't mind paying for it, but it is the principal now as they have made so many mistakes I am just furious with them. I change to another utility company on the 6th October.

Hi nannygizmo,

If you could email us your account details using the email address on our profile we'd be more than happy to help you with this.

Thanks
Chris :-)

chanz4

go for the full write off, they will give you upto £300 if you threaten energy ombudsman

nannygizmo

nPower_company_representative wrote: »

Hi nannygizmo,

If you could email us your account details using the email address on our profile we'd be more than happy to help you with this.

Thanks
Chris :-)

Can you post a link to your profile? I am new to this and not sure where to look?
Thank you

giraffejoe

nannygizmo wrote: »

Can you post a link to your profile? I am new to this and not sure where to look?
Thank you

Click the name and view public profile.

nannygizmo

I got a reply to my complaint to Npower today. It doesn't explain anything clearly and it seems they have contradicted what I have been told on the phone and by letter . I have replied but I expect it will be written off as "resolved " now, as I change to a new supplier tomorrow. I just hope that my meter readings get through and the balance in my account is refunded, as I keep reading on here about other peoples problems!
__

naedanger

nannygizmo wrote: »

I got a reply to my complaint to Npower today. It doesn't explain anything clearly and it seems they have contradicted what I have been told on the phone and by letter . I have replied but I expect it will be written off as "resolved " now, as I change to a new supplier tomorrow. I just hope that my meter readings get through and the balance in my account is refunded, as I keep reading on here about other peoples problems!
__

Just because you have understandably switched supplier does not mean npower can write off your complaint.

If you follow the official complaint process you can always escalate your complaint to the Ombudsman even if npower say the matter is resolved/closed or if they ignore your emails. The only condition is you must given npower a chance to come up with a solution by following their stated official process. However if after 8 weeks you remain unhappy you can then go to the Ombudsman.

PS replying to the npower rep is not part of npower's official complaint process. If you are unhappy with what the npower rep decides then you do NOT have the option of going to the Ombudsman. You would then need to start npower's official complaint process from scratch.

chanz4

direct debit are just payments, they are not bills and payments shouldn't be taken off.

undaunted

Much as I think Npower a shambles I have to ask are you giving a full and accurate picture here?

You say that they did not bill you for the 5 months consumption and that you were paying them £128 p/m.

Have they in fact not billed you for roughly 8 / 9 months consumption (which appears likely to be worth far more than the £248 cr if so) and what is that £248 refrring to? Eg is it the credit balance showing on your account after they have deducted payments from what you have been rightly billed for that you are quoting? (which would be an entirely different thing to having credited you £248 for 5 months)

nannygizmo

I'm waiting for a reply to another email. I don't mind if I am wrong, but not understanding it is what is really getting to me. It just looks like they contradict themselves . Maybe its the way they have worded it , maybe I am missing something. However they need to word things so that members of the public understand it and not only their employees.