NPower failing to bill correctly - what would you do?

gemstars

Hi all,

To cut a long story short, I've been with Npower for 6 and a half years. Everything was fine, until they "upgraded" their systems in 2011 and since then they haven't billed me correctly. I'm sure I don't need to go into the details here as hundereds of thousands of people have had problems caused by NPower's systems.

Things came to a head in Jan 2015 when I offered NPower an amount to bring the account up to date which they accepted. I then hoped normal service would be resumed, sadly this is has not been the case and I have not had a correct bill since the agreement we made in 2015.

Prior to the problems I provided quarterly readings and paid accurate bills based on actual readings each quarter without any issue. Throughout my whole contract with them I have held up my side of the bargain - providing accurate regular readings and have raised numerous complaints and spent hours on the phone with them to try and resolve their failure to bill properly.

As I understand it, NPower can now only bill me for energy used in the last 12 months due to the back billing policy. My question is which money saving option approach I take now? Should I a) contact NPower again with an offer of resolution taking into account the write off for Jan-Mar 2015 and an amount from the £26M consumer redress package agreed with Ofgem, this would get rid of the headache of having to deal with them and the annoyance of debt demand letters, b) wait for them to bill me correctly in the hope of having more written off due to the back billing policy, c) something else?

What would you money savers do?

Just to note, as much of a pain NPower are, it would not make financial sense for me to change suppliers due to the type of meter I have.

Rubidium

Until reading your last sentence, I would say switch.

What type of meter do you have on what tariff?

Cardew

gemstars wrote: »

As I understand it, NPower can now only bill me for energy used in the last 12 months due to the back billing policy.

Firstly most of us are fully aware of the dreaded Npower billing.


However from your post above your understanding about back-billing is not correct.


The 12 month back-billing rule only applies when you haven't received any bill - not inaccurate bills.


Also, even when the back-billing rule applies, any money you have paid offsets any liability against refunds for the period over 12 months old.


I would submit a formal complaint and then go to the Ombudsman.

gemstars

Cardew wrote: »

The 12 month back-billing rule only applies when you haven't received any bill - not inaccurate bills.

Thanks Cardew,

That's what people said when I posted before sending the offer to NPower the first time but the back billing leaflet produced by ofgem does specifically state that the principles may apply when you have been billed e.g.

- Billed you using estimated meter readings
instead of valid readings provided by you or a
meter reader

- Billed you incorrectly by mixing up meter
readings, and failed to act upon information
available to put this right

https://www.ofgem.gov.uk/sites/default/files/docs/2012/07/back-billing-leaflet-2012_0.pdf

Maybe I'm looking at an out of date version of this leaflet?

Cardew

Are you saying you have paid nothing since Jan 2015?

gemstars

Cardew wrote: »

Are you saying you have paid nothing since Jan 2015?

Yes, that's correct, but I have got money saved ready to pay

Bigphil1474

I'd go with b). You've got the money ready to pay them when they get it right, and you won't lose out even if they don't write any off. As long as you are sending in meter readings and staying within the T&C's, can't see what you've got to lose. Only caveat would be whether the inaccurate bills are significantly different to what they should be. If they aren't, then the fair mindedness in me would say is it worth the hassle.

Cardew

Bigphil1474 wrote: »

I'd go with b). You've got the money ready to pay them when they get it right, and you won't lose out even if they don't write any off. As long as you are sending in meter readings and staying within the T&C's, can't see what you've got to lose. Only caveat would be whether the inaccurate bills are significantly different to what they should be. If they aren't, then the fair mindedness in me would say is it worth the hassle.

I agree with that!


However what is the betting that the matter will be passed to a Debt Collection Agency(DCA). However unjustified that is, it is whole new complication that simply muddies the water.

nPower

gemstars wrote: »

Hi all,

To cut a long story short, I've been with Npower for 6 and a half years. Everything was fine, until they "upgraded" their systems in 2011 and since then they haven't billed me correctly. I'm sure I don't need to go into the details here as hundereds of thousands of people have had problems caused by NPower's systems.

Things came to a head in Jan 2015 when I offered NPower an amount to bring the account up to date which they accepted. I then hoped normal service would be resumed, sadly this is has not been the case and I have not had a correct bill since the agreement we made in 2015.

Prior to the problems I provided quarterly readings and paid accurate bills based on actual readings each quarter without any issue. Throughout my whole contract with them I have held up my side of the bargain - providing accurate regular readings and have raised numerous complaints and spent hours on the phone with them to try and resolve their failure to bill properly.

As I understand it, NPower can now only bill me for energy used in the last 12 months due to the back billing policy. My question is which money saving option approach I take now? Should I a) contact NPower again with an offer of resolution taking into account the write off for Jan-Mar 2015 and an amount from the £26M consumer redress package agreed with Ofgem, this would get rid of the headache of having to deal with them and the annoyance of debt demand letters, b) wait for them to bill me correctly in the hope of having more written off due to the back billing policy, c) something else?

What would you money savers do?

Just to note, as much of a pain NPower are, it would not make financial sense for me to change suppliers due to the type of meter I have.

Hello gemstars

Thank you for your post.

If you would like me to look into this in more detail please email me using the address on our profile page; be sure to mark it for my attention.

Thanks

Neil