HELP npower energy bills

lemonizer

Hi all,

We've got a bit of a major problem with out billing. Firstly, the gas meter was changed but no-one has any before or after readings. Hence, we cannot seam to get a proper final bill.

We have a complaint open but the second issue is that the billing has constantly been edited and updated over 6 years to the point where no-one actually know if they owe money, or we owe them. With about 80 bills and 'amended bills', covering different periods I'm not even sure if a actual amount can be worked out. Basically it's all broken.

My question is how can we get this worked out? Npower can't do it (we've asked and so far we've had 4 different final bills! If anything it gets worse each time we ask, one with the gas meter going back in time and another where they just added each new bill together!), and I've taken a look and it's got so complicated I'm not sure I can do it. Even my cousin, who is an accountant, was scared. So how on earth can move forward?

HELP

David

naedanger

lemonizer wrote: »

My question is how can we get this worked out? Npower can't do it (we've asked and so far we've had 4 different final bills! If anything it gets worse each time we ask, one with the gas meter going back in time and another where they just added each new bill together!), and I've taken a look and it's got so complicated I'm not sure I can do it.

My suggestion is that you first switch to another provider to limit the problem to a defined period.

Then the onus is on the party owed money to take action. (Otherwise the matter will end with no further payments being made.)

If you don't know the current position, and cannot make your own estimate, then npower will expect you to pay what they calculate. If you think their demands are not accurate then dispute them.

You would be in a better position if you could make your own estimate of what you believe is owed. If you need to make any assumptions then err in your own favour and also be sure to make a deduction to reflect npower's failure to deliver the promised service.

If your estimate shows you are owed money then send npower a written complaint and demand they return your money. Take your complaint to the Ombudsman if necessary.

If your estimate shows you owe npower money then compare it with the latest demand from npower. If npower's demand is lower than your estimate then send them an email offering to pay provided they accept the amount as full and final settlement of your accounts. (Make sure you get written confirmation before paying.) If their bill is more than your estimate then (assuming their bill is still wrong and unclear) offer your estimate as full and final settlement. If they don't accept let them sue you. (They won't get far if they cannot produce a clear record of how they arrived at their figure.)

lemonizer

Hi and thanks for help.

The main issue is with bill obfuscation, there are bills, then amended bills and then amended bills of the amended bills, etc etc. For example the last bill we received has an outstanding balance of almost £3500 for an amount we have already paid for, then they re add in 2 years of gas/electric from meter readings that are wrong, then they discount a random amount to add insult to injury.

Is there not some way of actually getting them to do the work and provide a correct bill for the entire contract term? Or are we saying I have to spend days trying to work this out? Or maybe should I write to them telling them of my charges for fixing their bill and giving them 30 days to resolve?

Thanks David

lemonizer

Just to add, there are price changes, estimates based on price changes, duel fuel discounts, standing charges etc.

I actually think it will be impossible to work it out without days and days of work, letters going back and forward etc.

naedanger

lemonizer wrote: »

Hi and thanks for help.

The main issue is with bill obfuscation, there are bills, then amended bills and then amended bills of the amended bills, etc etc. For example the last bill we received has an outstanding balance of almost £3500 for an amount we have already paid for, then they re add in 2 years of gas/electric from meter readings that are wrong, then they discount a random amount to add insult to injury.

I understand what a mess npower's billing is. In my case following dreadful service (which is a completely separate story) I eventually managed to leave and pay the final bill. Then months later I get threatened over a bill for £150 while simultaneously being sent a cheque for the same amount (which I never cashed). When I complained they ignored all my points and said I owed them about £300. I received 26 bills or bill cancellations within a short period all months after my account had been finally settled. They included bills for electricity when they never supplied electricity. Eventually they agreed the account had been fully settled. (They have still to pay the promised compensation for this mess so I expect I will be taking my latest complaint to the Ombudsman.)

Is there not some way of actually getting them to do the work and provide a correct bill for the entire contract term?

Complain in writing demanding a final intelligible bill for the full period as you have had no clear bills just a mess of amendments. Demand it is provided within a set period and £25 a week for each week it is late. If npower don't agree then go to the Ombudsman after 8 weeks.

Or are we saying I have to spend days trying to work this out?

They are contractually obliged to provide bills, so you can demand them. If you don't get them complain to the Ombudsman. (But the Ombudsman is not good at actually forcing companies to comply with their rulings. That is why I suggest you demand payment for each week npower is late in complying.)

Or maybe should I write to them telling them of my charges for fixing their bill and giving them 30 days to resolve ?

Make this suggestion to them (in writing) and see their response. Say you will pay an accountant to produce a bill if they don't and if your cousin can quote rates do so. However I would not follow through on this point unless they agreed in advance to pay or I was certain this cost was legally recoverable (and I would not be sure it was).

naedanger

lemonizer wrote: »

Just to add, there are price changes, estimates based on price changes, duel fuel discounts, standing charges etc.

I actually think it will be impossible to work it out without days and days of work, letters going back and forward etc.

They could go back to scratch. Ignore all bills already sent. Just go on the dates of each meter reading and the dates of each tariff change and calculate the total over the full period. (Just needs a row in a spreadsheet for each period.) The only debatable point is really over any estimated readings. (The tariffs should be a matter of fact.) Then deduct all actual payments.

Alternatively offer them a settlement offer to save them the work. (But to make a settlement offer you should make your own estimate.)