Npower billing disputed

casperruby

Hi
I'm looking for some advice. I have been an Npower customer for many years, for my particular set up they have been the only option. Last week i received an amended bill from them covering a period Sept 12 - Oct 17, saying I owed them £1800, alongside was a bill covering Oct 17 - Sept 18 for £1600, there is a line message saying the £1800 bill has been cancelled. But I have made payments in Jan, April and July 18 that haven't ben deducted from the £1600 bill. When I phoned to challenge I was told those amounts had been used to pay outstanding back bills. I had been paying DD until March 2015, until Npower decided it was going to double my payment, when I hadn't even had a bill for well over 12 months. In the time since I have received several amended bills, some dating back to 2012, so how can they say I owe them this money?

Merlin139

Have you been reading your meters? Has Npower been reading the meters? Do any of your bills have E for Estimated? Has the DD been covering your bills?

Think you need to go back to when you know it was all correct which maybe Sept 2012. Look at what you have paid. Check what your usage has been each year and see what rate you should have been charged at. If it adds up to what Npower say then they are correct if not then you will be able to see where it all went wrong.

casperruby

Some of the bills are estimates, some our readings, some theirs. I have an amended bill sent in 2015 covering 2012, so how can they now send another amended one back to that time period. I always check the meter readings against their bill. But we did have a period in 2015 where our account showed a big credit, £1140. So the credit balance covered until our July 16 bill.
As far as i can see, as Npower have taken changed the records of our bills online, I have been paying each quarter, with the odd amended bill, as they were due.

matelodave

Was the big credit based on actual or estimated meter readings. You should always get a bill corrected if it's estimated.

Have you been saving your bills - either in paper for or as PDF's. It becomes really difficult to challenge this sort of situation if you dont keep your own records and make sure that you only pay corrected bills.

You should also never totally rely on the supplier keeping proper records - the number of times their computers go awry is amazing.

As Merlin says you really need to track back to when it was all correct and then work out what is should have cost and what you've paid.

10 minutes of checking your meters once a month, sending the readings in and checking that your account and bills are correct and up to date can save hours and hours of this sort of grief.

casperruby

I have a lot of my paper bills, but npower amend frequently, and interestingly they don't appear online only new amended ones. Part of the problem is I have 2 meters, so I cant just enter readings online. They wont give me an appointment to read meters, I'm self employed so cant afford to wit around for them. I have been giving our readings, but it looks like the last time, before this Sept, was Sept 16, I would have assumed all would be correct since that date. I haven't missed any bills and pay in full.

casperruby

As for back tracking, I wouldn't know which amended bill to use and they themselves, didn't send me any billing for well over a year, I have letters from them apologising for it. But at that time I paid DD.