Advice resolving my issue with nPower.

DavidGiant

A year ago I noticed that the night and day readings were incorrect. I worked out I would probably owe £600 when this was corrected and my bill was regenerated.

I phoned up nPower. It took 5 phone calls before finally they accepted a mistake had been made. I was told I couldn't change tariff with them until my bill had been recalculated.

Around this time I got a new job and my family expanded. I lost track somewhat of the situation. Fast forward to January and I notice that this issue is still not resolved... I start providing monthly readings and for a month it looks like it will resolve itself.

Then by mid-February the website has 'corrected' my readings to what nPower expected and my night and day readings became incorrect again.

I phoned up nPower. Far more helpful this time. Was moved to a better tariff and was told my bill would be updated within the next 10 working days. I was told I would have to repay the difference. I asked if at least the last year could be back dated to the correct tariff as I had been on eco7 and was told I couldn't change. (I worked from home, my partner was a stay at home mum. eco7 is bad - at least that is my understanding)

It is now April, while I have been paying my bills, the bills have been wrong and when corrected I will probably owe £900 or something ridiculous.

What are my options here.

The only reason I am still with nPower is because I don't want to be hit with a big bill which I would need to pay quickly because I left.

I don't think I should have to pay the entire sum as they have repeatedly failed to correct the matter. I have repeatedly asked for someone to read the meter to help resolve this issue. No one has been sent.

I am tempted to switch and see if I can get away with not paying it but I don't want this to come back and bite me when they eventually realise... assuming they do.

Should I persist calling nPower? Can OffGem help? Should I just leave and see what happens?

footyguy

DavidGiant wrote: »

A year ago I noticed that the night and day readings were incorrect. I worked out I would probably owe £600 when this was corrected and my bill was regenerated.

I phoned up nPower. It took 5 phone calls before finally they accepted a mistake had been made. I was told I couldn't change tariff with them until my bill had been recalculated.

Around this time I got a new job and my family expanded. I lost track somewhat of the situation. Fast forward to January and I notice that this issue is still not resolved... I start providing monthly readings and for a month it looks like it will resolve itself.

Then by mid-February the website has 'corrected' my readings to what nPower expected and my night and day readings became incorrect again.

I phoned up nPower. Far more helpful this time. Was moved to a better tariff and was told my bill would be updated within the next 10 working days. I was told I would have to repay the difference. I asked if at least the last year could be back dated to the correct tariff as I had been on eco7 and was told I couldn't change. (I worked from home, my partner was a stay at home mum. eco7 is bad - at least that is my understanding)

It is now April, while I have been paying my bills, the bills have been wrong and when corrected I will probably owe £900 or something ridiculous.

What are my options here.

The only reason I am still with nPower is because I don't want to be hit with a big bill which I would need to pay quickly because I left.

I don't think I should have to pay the entire sum as they have repeatedly failed to correct the matter. I have repeatedly asked for someone to read the meter to help resolve this issue. No one has been sent.

I am tempted to switch and see if I can get away with not paying it but I don't want this to come back and bite me when they eventually realise... assuming they do.

Should I persist calling nPower? Can OffGem help? Should I just leave and see what happens?

Have you tried following the supplier's complaint procedure?
As it says, they have up to 8 weeks to fully resolve the problem, or you may then ask the ombudsman to assist.

Btw, I think you've probably got your sums wrong somewhere

nPower

DavidGiant wrote: »

A year ago I noticed that the night and day readings were incorrect. I worked out I would probably owe £600 when this was corrected and my bill was regenerated.

I phoned up nPower. It took 5 phone calls before finally they accepted a mistake had been made. I was told I couldn't change tariff with them until my bill had been recalculated.

Around this time I got a new job and my family expanded. I lost track somewhat of the situation. Fast forward to January and I notice that this issue is still not resolved... I start providing monthly readings and for a month it looks like it will resolve itself.

Then by mid-February the website has 'corrected' my readings to what nPower expected and my night and day readings became incorrect again.

I phoned up nPower. Far more helpful this time. Was moved to a better tariff and was told my bill would be updated within the next 10 working days. I was told I would have to repay the difference. I asked if at least the last year could be back dated to the correct tariff as I had been on eco7 and was told I couldn't change. (I worked from home, my partner was a stay at home mum. eco7 is bad - at least that is my understanding)

It is now April, while I have been paying my bills, the bills have been wrong and when corrected I will probably owe £900 or something ridiculous.

What are my options here.

The only reason I am still with nPower is because I don't want to be hit with a big bill which I would need to pay quickly because I left.

I don't think I should have to pay the entire sum as they have repeatedly failed to correct the matter. I have repeatedly asked for someone to read the meter to help resolve this issue. No one has been sent.

I am tempted to switch and see if I can get away with not paying it but I don't want this to come back and bite me when they eventually realise... assuming they do.

Should I persist calling nPower? Can OffGem help? Should I just leave and see what happens?

Hi DavidGiant

Thanks for your post.

I'm disappointed to learn that your meter readings have been transposed. In order to make sure the account is corrected, please get in touch using the details on our profile page, including your account number, address and up to date meter readings. To make sure we have the meter readings the correct way round, a load test is required to check this. This involves taking two sets of readings on the same day, between 8am and 8am. The theory is that only the day reading should advance, telling us which reading is which. These results can be noted on your account in case any issues arise in future, meaning we can correct this quickly.

Under the UK Code of Practice, we will only add additional charges for any energy used within the last 12 months, minus any payments made. I'm more than happy to double check your account and the charges accrued on this basis.

Kind regards

Jess