Npower Back Billing Dispute

backfoot

First of all, I would congratulate you on your tenacity and for sticking to your guns. Npower were at fault and you used the 'rule' correctly.I also applaud you for making life even more uncomfortable by pushing them through the Ombudsman route.

In my experience, the first referal to the Ombudsman involves staff who really aren't competent to deal with the complexities of some of the complaints. The second stage is hardly better but a personal discussion with the adjudicator can make a difference. In my view, they have clearly ignored the plain facts of your case and found a spurious argument to ignore the 8 days incorrect billing and side with the Supplier. Probably based on the fact that Npower's loss has been so large already.

I also recall they would have to pay the costs if they lose.

I personally, think you should be very content with your position. Other than your time and effort, you haven't suffered an actual loss and have gained, whilst also being able to put aside savings in case it went against you.

I don't think Small Claims court is a good route for the reasons stated by other posters. A judge will look at laws and not rules.

It's sometimes hard to let things go when you are right but any further effort is now for marginal gain.:)

osiris78

OK, thanks for your kind words backfoot and thanks everyone for your valuable opinions and advice. Clearly everyone is unanimous on this so I'm gonna listen to your wise words and call it a day...kind of liberating actually, because as mentioned above this is a dispute which roots back to 2012...so many phone calls, so many hours writing emails, checking rules and regulations...really these £2k didn't exactly come free, as mentioned above there's a whole bloody book to be written about what happened pre-February 2015 and the multiple attempts by Npower to avoid applying any Back Billing reduction at all on my account.

Really, even though I didn't get my way entirely, I can't say I'm displeased to see the back of this whole thing.

I have to say I dread to think how many customers might have forfeited their right to qualify for this Back Billing Rule, mostly, I imagine, by ignorance of said rule.
And I can't help but wonder that if Npower tried so hard to avoid applying the rule with me who had such a clear cut case (at least pre Feb 2015, this was even identical, almost to the letter, to one of the common scenarios where the rule applies described in the Code), then who wouldn't they try it with?

This shameful behaviour pre-Feb 2015 was indeed a significant factor in my decision to not let them get away with those 8 days.

I admit that I had a lot to gain, I won't lie about that, and little to lose (apart from time, energy and a few grey hair), but again if we pause for a minute and think about the provider charging a few days extra to some customers here and there when they have to apply a Back Billing Rule, hoping customers won't notice, as they clearly did in my case...that can soon amount to a ridiculous sum on their side which they're not entitled to, at least according to a code of decent behaviour which they themselves signed.

So really I would urge anyone who suspect they may qualify for the Back Billing Rule, to first check the UK Code of Practice for Accurate Bills (the Back Billing Rule is in it), freely available online, and most certainly, to not just take the providers' word if they say you don't qualify for it ! Then, when applicable, to check they applied the Back Billing rule properly and to give them as hard a time as possible if they don't.

LewisHamilton

You could copy and paste the Ombudsman's findings so we can read it and see why they maintained the position they did.

Based on what you stated in your first post, it sounds like you wanted npower to seek payment for the charges going from May 2014. You then went to the Ombudsman because npower continued to seek payment going back to February 2014.

However, if npower billed all the unbilled charges in February 2015 ,then they would still be entitled to seek payment for the unbilled charges going back to February 2014. Just because it contains charges going back more than 12 months that should have been written off through the back billing code does not make it an inaccurate bill.

You were justified in having a goodwill payment for the incorrect application of the back billing code but not justified in your dispute for the extra months written off as those months were previously billed and no further charges for those months were billed and added on after February 2015.

You ended up getting the extra 8 days written off but maintained your dispute.

Just based on the information you have provided, I find myself agreeing with npower and the Ombudsman.

As explained to you already, the back billing code is voluntary so legally npower has done nothing wrong by seeking payment for the unbilled charges going back to February 2014. If the voluntary code did not exist, you would have been liable for all the charges. You have not been financially affected, in fact you have gained due to the errors.

However, I'd be wary of the information npower is now reporting on your credit file as a result of setting up a payment arrangement. If its reporting the debt on the account on your credit file, it might not be reporting it correctly so I'd double check your credit file to see if they are reporting it - if they are reporting it, check to see how they are reporting it before ending your dispute.