npower, direct debit payment and the National Meter Database!

Tea_and_Cake_2

Hi, I received an energy statement from npower in May 2015 that said they were going to increase by direct debit payment by 23% based on an estimate.

I rang them with my actual meter reading so that they could give me a more accurate direct debit amount. I didn't hear back and rang them today to be told to take a new reading because they hadn't done anything. Gave the meter reading which they said couldn't be 'right' and that I must have had a new gas meter installed.

I did have a new meter installed in November 2014. I then gave them details of the new gas meter and asked how long it would take them to send me an amended bill. They told me it would take 90 days because they had to put the new details on the National Database! I can't believe this timescale so wondered if anyone knows why it takes this long and whether it really should take this long (I've already written a letter of complaint to npower about the fact that no-one told me that there was a problem with my reading back in May). Thanks!

dogshome

You are not the first customer to have had this problem with n'power
Your Ace is the card that the meter change crew left with you, this states the reading on the old meter as it was removed and the new meters reading as it was installed

Best to WRITE a letter headed Complaint, enclosing a photo of the new meter and photo copy of the card showing the readings of both meters
With this, n'power have all the info they need to issue an accurate bill
However, this is n'power and I suspect you are in for the long haul before it's sorted out

naedanger

dogshome wrote: »

You are not the first customer to have had this problem with n'power
Your Ace is the card that the meter change crew left with you, this states the reading on the old meter as it was removed and the new meters reading as it was installed

When I had a gas meter replaced by npower, between 1 and 2 years ago, they left no card. And I got the impression they don't do so. The meter fitter said they take a reading when the meter is returned. (I think he may also have taken a reading.)

Luckily for me npower actually managed to change my meter without any problems - I think the only thing they ever managed to do smoothly. However if I ever have a meter changed again I will be taking my own photos to help if there is any dispute.

dogshome

My understanding is that Meter Change crews should leave a card with both readings
However my own experience shows different - When our old Elec dial meter was changed some years ago, the crew did not leave a card.
I had to car- chase their van all the way to next village to get a card and a "sorry |mate" apology

nPower

Tea_and_Cake wrote: »

Hi, I received an energy statement from npower in May 2015 that said they were going to increase by direct debit payment by 23% based on an estimate.

I rang them with my actual meter reading so that they could give me a more accurate direct debit amount. I didn't hear back and rang them today to be told to take a new reading because they hadn't done anything. Gave the meter reading which they said couldn't be 'right' and that I must have had a new gas meter installed.

I did have a new meter installed in November 2014. I then gave them details of the new gas meter and asked how long it would take them to send me an amended bill. They told me it would take 90 days because they had to put the new details on the National Database! I can't believe this timescale so wondered if anyone knows why it takes this long and whether it really should take this long (I've already written a letter of complaint to npower about the fact that no-one told me that there was a problem with my reading back in May). Thanks!

Hi Tea and Cake,

Thanks for your post. I am disappointed to hear that the meter exchange hasn't been updated and dogshome is correct in advising that the engineer should have left a card with the exchange details.

If you'd like to send your details (including a picture of the card if possible) over to me in an email, using the address from my profile I'll be happy to see if we can speed things up and ensure your payments are at the correct level.

Thanks

Leigh