Npower final billing

dbarcl10

Having major issues with Npower.

Switched from EDF to Npower November 2013, had nothing but problems with Npower so May 2014 switched to First Utility. Since May 2014 I have been trying to get Npower to issue final bill.

Finally today I receive a letter saying "as discussed and agreed" my complaint has been closed as the issue has been resolved. However I've had no contact from Npower prior to this letter, so unsure how they got me to agree to close complaint.

Letter further went on to say closing electricity reading was 79155 in May 2014, which was surprising as my closing reading with EDF was 80180 in November 2013, so in the time I was with them I used negative units??

I looked out previous correspondence with Npower complaints team from May 2014 which listed my opening meter reading, a reading taken by their meter reading in April 2014, and a reading 2 days before the account was closed, all of which were far higher than my new closing balance.

My issue is, in May 2014 Npower agreed not to charge me for my electricity usage whilst I was with them due to the issues I was having at the time. So I need them to update their records and update the national database so First Utility can correctly bill my electricity.

First Utility have used 79115 as my opening reading rather than 81274 which is the correct opening reading.

As my Npower gas usage wasn't billed in over a year despite my requests does back billing apply? I paid by monthly direct debit so can't decide whether this stops back billing applying, but surely I shouldn't have to pay for use over a year ago when Npower is at fault for taking so long to Bill??

A new complaint has been raised with Npower to correct the electricity readings but want to know how to proceed with the gas.

Thank you for any help you can give

nPower

dbarcl10 wrote: »

Having major issues with Npower.

Switched from EDF to Npower November 2013, had nothing but problems with Npower so May 2014 switched to First Utility. Since May 2014 I have been trying to get Npower to issue final bill.

Finally today I receive a letter saying "as discussed and agreed" my complaint has been closed as the issue has been resolved. However I've had no contact from Npower prior to this letter, so unsure how they got me to agree to close complaint.

Letter further went on to say closing electricity reading was 79155 in May 2014, which was surprising as my closing reading with EDF was 80180 in November 2013, so in the time I was with them I used negative units??

I looked out previous correspondence with Npower complaints team from May 2014 which listed my opening meter reading, a reading taken by their meter reading in April 2014, and a reading 2 days before the account was closed, all of which were far higher than my new closing balance.

My issue is, in May 2014 Npower agreed not to charge me for my electricity usage whilst I was with them due to the issues I was having at the time. So I need them to update their records and update the national database so First Utility can correctly bill my electricity.

First Utility have used 79115 as my opening reading rather than 81274 which is the correct opening reading.

As my Npower gas usage wasn't billed in over a year despite my requests does back billing apply? I paid by monthly direct debit so can't decide whether this stops back billing applying, but surely I shouldn't have to pay for use over a year ago when Npower is at fault for taking so long to Bill??

A new complaint has been raised with Npower to correct the electricity readings but want to know how to proceed with the gas.

Thank you for any help you can give

Hi dbarcl10

Thanks for your post.

I'm sorry to hear you've experienced issues, especially with regards to the correspondence on your complaint.

Back billing would apply for any charges for energy used more than 12 months ago which we haven't already billed you for. This would include any payments you've already made towards your consumption, therefore one the payments had been taken into consideration, any excess over 12 months old would be written off. For customers who have left npower, we've reduced this timescale to 6 months as a gesture of goodwill.

If you can contact me using the details on our profile page, I'm happy to look into this further, based on the meter readings you've provided above. If you could include your MSE username or a copy of the reads in your email, along with your account details, just so we have something to refer to. This will help us update your account accurately then investigate this under the Energy UK Code of Practice.

Kind regards

Jess