The npower two-year nightmare continues

GingerBob_3

Actually not my nightmare; my son's. I moved from npower a while ago. My son has not been so fortunate.

He has lived in his current property for coming up to two years, in which time npower have supplied electricity. During this time he has received over 150 pages of erroneous bills, final demands, threatening letters and various other sundry items, despite paying by direct debit, never missing a payment (until the final demand) and providing meter readings. About 12 months ago it became apparent that his usage was way higher than expected (small two-bed property, two people living in it, out all day). Perhaps this was a problem with the metering, given that heating was supplied by a combined heat and power unit. Sure enough, the meter readings were way out, registering about 35 kwh per day. After a long battle with npower they finally acknowledged in writing that the meter was incorrectly installed. Would they replace it? You might think so, but here is their explanation in the latest correspondence sent to close the most recent complaint:

"...you were told the bill for the incorrect usage [many hundreds of pounds, as I recall] needed to be paid before we could replace the meter ... You had rejected this and the debt accumulated as a result of the incorrect meter installation was your responsibility." Put another way "We've been overcharging you, but we don't want to know until you pay us what we've been overcharging". During this time the original DD amount continued to be paid.


Finally, after a lot of huffing and puffing, npower did change the meter in February this year. Usage immediately dropped to 5 kwh per day, one seventh of what they'd tried to charge for, and a realistic figure. One might have thought this would be an end to the matter; npower would re-bill the entire period of occupancy using a realistic rate of consumption based on, say, the last three months' consumption. Not a bit of it! They sent a final bill for close on £1000 to be collected by DD at the next scheduled payment. They had cancelled all previous bills and created a new bill based on the old consumption figures. Quite why they thought a meter exchange should result in a final bill and account closure is anyone's guess. Since the DD would be taken imminently, and given npower's form when dealing with phone enquiries, my son cancelled the DD.

More letters arrive, this time for two different account numbers, complaining about the cancelled DD. I should add that a letter was sent to npower explaining why the DD would be cancelled and raising another complaint.

Here's another gem from the formal letter closing the complaint:

"If you have any negative marks on your credit file [don't you know!!] we will not be able to remove them [lie!] as we made you aware you have to pay for the usage and then we can look into correcting it, however, you did not agree to this [to pay a vast amount of money that would no doubt have been very difficult to get back] but this is our business practice."

Current situation: npower are demanding about £1000. My calculations, based on current meter readings and four months' consumption, is that they owe about £600.

Where next for the lad? Ombudsman, I should think.

A question: is it reasonable for npower to expect a customer to pay a significant amount of money, knowing it to be a grossly inflated amount, before they'll rectify the situation which is causing the incorrect billing in the first place?

D_M_E

No, it's not reasonable.

Your son needs to WRITE a letter headed COMPLAINT in big bold characters to npower demanding to know why all previous complaints were closed without his agreement and why do they insist on such unreasonable action.

He should also demand that npower call a halt to all debt recovery attempts pending the outcome of any investigation.

Also, if there has been a complaint open for 8 weeks he needs to give up with npower and go straight to the ombudsman

naedanger

GingerBob wrote: »

A question: is it reasonable for npower to expect a customer to pay a significant amount of money, knowing it to be a grossly inflated amount, before they'll rectify the situation which is causing the incorrect billing in the first place?

It is of course totally unreasonable. Indeed it is difficult to comprehend the stupidity of whoever wrote the text you have quoted. However having suffered npower's abysmal service I know how bad they can be.

Send npower a written complaint and demand a copy of their complaint procedure. Then follow that, all the way the ombudsman, if necessary.

Your son should be seeking that npower:
(1) corrects any adverse credit rating made because of its errors and its unreasonable business practices, and
(2) refunds any overpayments and
(3) compensates him for the inconvenience caused.

Also when estimating any usage during the period the meter was faulty npower should err in your son's favour.

D_M_E

Well said, naedanger - I would also add that a copy of that ridiculous text be included in any complaint and I hope that OP' son has kept copies of all correspondence received from npower.

This must go to the ombudsman at the earliest opportunity.

edit - DO NOT accept nor allow npower to close your complaint - this sort of thing absolutely MUST go all the way to the ombudsman.

CashStrapped

Ombudsman may be the next step.

5kwh per day is pretty low however. My background usage usually gets close to that in one day.

How is the property heated? Is it all electric?

If so, I wonder are you just using that 5kwh calculation for the four months usage? If so I would think that could be an underestimation.

If you factor in some heating for the winter and early spring months I would expect the figure to be higher than the 5kwh figures you suggest it now costs per day.

That would increase the average daily usage in your calculations obviously....if it is electrically heated that is.

Just a thought...

nPower

GingerBob wrote: »

Actually not my nightmare; my son's. I moved from npower a while ago. My son has not been so fortunate.

He has lived in his current property for coming up to two years, in which time npower have supplied electricity. During this time he has received over 150 pages of erroneous bills, final demands, threatening letters and various other sundry items, despite paying by direct debit, never missing a payment (until the final demand) and providing meter readings. About 12 months ago it became apparent that his usage was way higher than expected (small two-bed property, two people living in it, out all day). Perhaps this was a problem with the metering, given that heating was supplied by a combined heat and power unit. Sure enough, the meter readings were way out, registering about 35 kwh per day. After a long battle with npower they finally acknowledged in writing that the meter was incorrectly installed. Would they replace it? You might think so, but here is their explanation in the latest correspondence sent to close the most recent complaint:

"...you were told the bill for the incorrect usage [many hundreds of pounds, as I recall] needed to be paid before we could replace the meter ... You had rejected this and the debt accumulated as a result of the incorrect meter installation was your responsibility." Put another way "We've been overcharging you, but we don't want to know until you pay us what we've been overcharging". During this time the original DD amount continued to be paid.


Finally, after a lot of huffing and puffing, npower did change the meter in February this year. Usage immediately dropped to 5 kwh per day, one seventh of what they'd tried to charge for, and a realistic figure. One might have thought this would be an end to the matter; npower would re-bill the entire period of occupancy using a realistic rate of consumption based on, say, the last three months' consumption. Not a bit of it! They sent a final bill for close on £1000 to be collected by DD at the next scheduled payment. They had cancelled all previous bills and created a new bill based on the old consumption figures. Quite why they thought a meter exchange should result in a final bill and account closure is anyone's guess. Since the DD would be taken imminently, and given npower's form when dealing with phone enquiries, my son cancelled the DD.

More letters arrive, this time for two different account numbers, complaining about the cancelled DD. I should add that a letter was sent to npower explaining why the DD would be cancelled and raising another complaint.

Here's another gem from the formal letter closing the complaint:

"If you have any negative marks on your credit file [don't you know!!] we will not be able to remove them [lie!] as we made you aware you have to pay for the usage and then we can look into correcting it, however, you did not agree to this [to pay a vast amount of money that would no doubt have been very difficult to get back] but this is our business practice."

Current situation: npower are demanding about £1000. My calculations, based on current meter readings and four months' consumption, is that they owe about £600.

Where next for the lad? Ombudsman, I should think.

A question: is it reasonable for npower to expect a customer to pay a significant amount of money, knowing it to be a grossly inflated amount, before they'll rectify the situation which is causing the incorrect billing in the first place?

Hello GingerBob

Thank you for your post.

Are you authorised to discuss your son's account? If you or your son can please email us using the address shown in our signature, I'll be happy to look further into this for you.

Thanks

Beth

GingerBob_3

Thanks for the advice guys.


The property is heated by a combined heat and power gas plant supplied by the nearby farm. The electricity usage of about 5 kwh / day is probably about right, given the low overall occupancy of the property and its small size.


I might add that a complaint was issued in writing to npower - I helped my son write it. Unfortunately npower replied while he was abroad and by the time he'd returned the complaint was closed.


He's going to ring them again this week to try and get some sense out of them and hopefully have the complaint re-opened.


I do feel this one will end up with the ombudsman.


Beth - I don't have the authorisation. My son will try phoning first, but if he fails to make progress he'll contact you by email. Thanks.

Autumnella

This is shocking! With GCH I could well believe that 5kwh per day is the usage, we use 5.5kwh and we are a family of 4. Tell your son to call Npower today, ask to speak to a manager, tell them to reopen the complaint (they can do this) and say if this doesn't get sorted out with the bill corrected today as well as a goodwill gesture of at least £100 he will be going to the ombudsman tomorrow. I wouldn't bother with letters anymore it will just delay the resolution going backwards and forwards.