Npower upping monthly DD's although i'm in credit?!?

dizzyb_2

Hi everyone, I hope you can help me as I am utterly confused. I have been paying £15 per month direct debit for gas for the past year to Npower. I phoned them this morning to let them know that I have new bank details. The lady on the phone informed me that my metre was read on 18th October and I have £38.01 credit to be paid back to me in 3-5 days. She then told me that my monthly direct debits will be £25 per month. I explained that as a single parent on a very low income, my budget will simply not allow for this. She said the best they can do is charge me £20 per month but then I cannot have my £38.01 back. The reason for this is that it is coming up to the winter months and they have estimated that I will use more gas! I said that I wanted my £38.01 back and I want to continue to pay £15 per month and I will pay them any excess after that. She refused and said if I didn’t do it their way then they wouldn’t supply me with any gas. I am really worried about this, I have a 5 year old son, suffer from anxiety and depression and this is really not helping matters. What should I do now? I said I would call back this afternoon. Thanks in advance.

Terrylw1

Hi,

They won't just stop supplying you. They have to go through the usual contact channels to get you to pay off any excess first as as it stands, you have none right now. So, you may not even get to that until your next quarterley bill with your winter usage comes in.

If you are on a payment scheme they will assess your usage at intervals and request to up or drop it to make you pay the correct amount and not get you into debt by undercharging you.

If they have a reading off the meter, then they have some accurate consumption to bill you against. Now, it's going to be important given your budget issues that you get billed correctly. So, give them a reading each quarter when they get your bill. At least then they can amend it and send you a bill not based on estimates. This helps them work out your payment scheme.

Does £25 sound right based on your previous year?

You could argue that they shouldn't touch your budget scheme until they know for sure that they need to. Considering the fact that you are currently 3 months in credit, and at least 1.5 months in credit based even on the £25 it seems a bit unreasonable of them.

I would suggest, speak to a manager next and explain the situation and ask that they revisit your payment scheme when your next quarter is generated as it will show your winter needs if you give them a reading. However, letting them keep your credit will help as they will think at least they will have a part payment if need be.

P.S. you would need to hit a debt collection stage for them to consider any action in regard to your meter and you are not even in debt until your next bill comes in...and then you may not be in much debt so could make a 1 off payment then your next quarter it may settle back down again.

SwanJon

Terry's right - keep giving them readings. It'll make sure you don't get any suprises.
If you decline the terms they offer for the plan, they may withdraw it altogether, and so you lose the DD discount. You can't go half and half.
When did your plan start? Unless this is the anniversary you should have a credit in reserve to cover the winter months.