Bill problem with NPower

tyke001

Hi Everybody.

Advice on this would be gratefully appreciated if possible.

Here's the scenario:

Had pre-payment meters removed in Mar/Apr this year and after sending in the meter readings it transpired we were in credit by £16. Both Gas & Electric are from NPower.

Thought nothing of it, received an estimated bill in July of £267.83. We paid this in full after a lot of messing about accessing my account. So we thought all's well.

NPower sent a request for meter reading for this quarters bill, which I took and sent online.

Now here's where it get's both interesting and confusing. After getting the meter reading I was about to enter it on their website when I noticed that my reading was actually 4 units less than their previous estimated reading that we had already paid. I made a note of the reading and though at least we won't have any Gas to pay for this next bill. How wrong can you be.

I thought I would check again to make sure and low and behold the previous estimated reading had been changed resulting in us now using 49 units.

This is not the end of it, our latest bill has also had an extra £41.48 added from (they say) a previous unpaid bill. As I said our last bill was paid in full so not sure where this unpaid bill is.

I rang NPower today, spoke to a nice girl who said we had made 3 payments lately 2x£20 & 1x£10 ???? "confused"!!!!
I explained everything as above and she just said the bill was correct and we had used what they say.

I feel as though I am being conned into paying for gas that I have already paid for.

Any advice, please!!!!!

teddysmum

Work out how much of each fuel you have used since the meter was removed and calculate what the total should be, not forgetting the standing charges. Then compare these to the amounts you have paid.


Estimates do end in either over or under payments, which usually even out over time, but working from the actual changeover reading and a recent accurate reading will give the true picture.

footyguy

tyke001 wrote: »

Hi Everybody.

Advice on this would be gratefully appreciated if possible.

Here's the scenario:

Had pre-payment meters removed in Mar/Apr this year and after sending in the meter readings it transpired we were in credit by £16. Both Gas & Electric are from NPower.

Thought nothing of it, received an estimated bill in July of £267.83. We paid this in full after a lot of messing about accessing my account. So we thought all's well.

NPower sent a request for meter reading for this quarters bill, which I took and sent online.

Now here's where it get's both interesting and confusing. After getting the meter reading I was about to enter it on their website when I noticed that my reading was actually 4 units less than their previous estimated reading that we had already paid. I made a note of the reading and though at least we won't have any Gas to pay for this next bill. How wrong can you be.

I thought I would check again to make sure and low and behold the previous estimated reading had been changed resulting in us now using 49 units.

This is not the end of it, our latest bill has also had an extra £41.48 added from (they say) a previous unpaid bill. As I said our last bill was paid in full so not sure where this unpaid bill is.

I rang NPower today, spoke to a nice girl who said we had made 3 payments lately 2x£20 & 1x£10 ???? "confused"!!!!
I explained everything as above and she just said the bill was correct and we had used what they say.

I feel as though I am being conned into paying for gas that I have already paid for.

Any advice, please!!!!!

Your last bill was based on an estimated meter reading.

It is now obvious that the last estimate was too high, as it is higher than even todays reading.

So it would be quite usual for the supplier to revise their last bill (which you paid), by revising the previous estimate downwards.
This revision should result in a credit being shown to the bill accordingly

If you want me to take a further look, please post a complete, legible image of your latest bill (removing only personal id, reference/serial/account numbers, etc) and I will try to explain it further.

If there are 3 separate credit payments on the bill which you do not recognise, you should advise the supplier accordingly using their complaint procedure.
If they then still say the payments were received by them and were correctly credited to your account, then you will can probably safely assume you are £50 up! :money:

tyke001

Many thanks to you both for taking the time to reply, I will see if I can scan the bills and remove all the identifying data. I will then post them as I cannot work out how they have come to the figure they have, for the life of me.

It may be a simple way of looking at it but if I have paid for Gas on my last bill over what the latest meter reading is then it (in my mind) means that I am paying for the same fuel twice.

I will try and get it on today as it is now overdue.

Thanks again