npower refusing to record actual meter reading

donnajunkie

we have duel fuel with npower. the meters were read in may by an actual meter reader but they only recorded the electric reading and estimated the gas. i sent my own readings a week later. then when the bill came in september they had not recorded my gas reading and still estimated it. we then got a letter saying it was due to an unexpected reading and could we send them another reading. i did that. we then today got a new bill. again they have only recorded the electric reading and still estimated the gas. i have sent yet another set of readings today. if they dont give us an accurate bill this time we will have to take it further.
our gas is over estimated by roughly 2000 points by them.

MoneyMate

Strange company to deal with, I'm in the process of changing from NPower to E.On.
Had original complaint about 7/10 days for them to come back to me reference problems.
perhaps if you threaten to leave things may change, there always happy for me to give meter reading, promise to read meters but seldom do.
Good Luck

donnajunkie

MoneyMate wrote: »

Strange company to deal with, I'm in the process of changing from NPower to E.On.
Had original complaint about 7/10 days for them to come back to me reference problems.
perhaps if you threaten to leave things may change, there always happy for me to give meter reading, promise to read meters but seldom do.
Good Luck

I am sure if I said the reading was higher than expected then they would have no problem accepting it. They just don't want to reduce our payments or give us a refund. they can't put it off forever. The longer they do the more they will owe us.

gt94sss2

As the difference between your estimated reading and actual usage is so large, their systems are probably assuming that your reading is wrong and refusing to accept it.

You need to talk to someone in npower and give the reading manually - and confirm at that point their IT system hasn't rejected it - rather than use a automated system to submit readings (if that is what you have been doing)

Regards
Sunil

donnajunkie

gt94sss2 wrote: »

As the difference between your estimated reading and actual usage is so large, their systems are probably assuming that your reading is wrong and refusing to accept it.

You need to talk to someone in npower and give the reading manually - and confirm at that point their IT system hasn't rejected it - rather than use a automated system to submit readings (if that is what you have been doing)

Regards
Sunil

i may well try that. i just dont like indian call centres. you cant understand them due to how strong their accents are.
to be fair in their letter they suggested all available methods. they didnt say its best to call.
also why did they not record the meter readers reading in may? why dont they just send someone out to read it again if they dont trust us. doesnt the law say they must record an actual meter reading at least once every 12 months?

gt94sss2

donnajunkie wrote: »

doesnt the law say they must record an actual meter reading at least once every 12 months?

I think it may be every 2 years but no idea why they didn't record the reading from the meter reader..

I'm just going on my past experience as my parents had problems submitting a reading once as well - which their systems didn't accept automatically (might have had something to do with the meter being replaced and their records not being upto date) but it was a long time ago and we eventually switched provider..

Regards
Sunil

nPower

donnajunkie wrote: »

we have duel fuel with npower. the meters were read in may by an actual meter reader but they only recorded the electric reading and estimated the gas. i sent my own readings a week later. then when the bill came in september they had not recorded my gas reading and still estimated it. we then got a letter saying it was due to an unexpected reading and could we send them another reading. i did that. we then today got a new bill. again they have only recorded the electric reading and still estimated the gas. i have sent yet another set of readings today. if they dont give us an accurate bill this time we will have to take it further.
our gas is over estimated by roughly 2000 points by them.

Hi donnajunkie

Thanks for your post.

All of our call centres are based in the UK, if you need to speak with anyone.

As advised in previous posts, it sounds like there's an issue with a previous gas reading which is causing the account to be estimated - it's likely that as your reading is lower than the estimated ones, manual intervention is required.

If you can get in touch using the details on our profile page with some up to date meter readings and account details, I'll get everything corrected for you. Mark any correspondence as MSE so we know to respond.

Kind regards

Jess

donnajunkie

nPower_company_representative wrote: »

Hi donnajunkie

Thanks for your post.

All of our call centres are based in the UK, if you need to speak with anyone.

As advised in previous posts, it sounds like there's an issue with a previous gas reading which is causing the account to be estimated - it's likely that as your reading is lower than the estimated ones, manual intervention is required.

If you can get in touch using the details on our profile page with some up to date meter readings and account details, I'll get everything corrected for you. Mark any correspondence as MSE so we know to respond.

Kind regards

Jess

thankyou, an email has been sent to the address on your profile page.
please note the likely reason for the unexpected readings is that we had a new heating system installed in february which also involved getting a new fire. of course there can be other reasons but that is the likely reason i guess.

donnajunkie

I sent the relevant info via email again today. Please let me know if you don't get it. The problem with the first email must have been at your end coz the full email is there in my sent box.