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Bills vary with my N Power Account

Me and my partner bought my mums house and moved in in December. It is a 4 bed semi detached house.

When I first joined N Power I signed up for the fixed contract till 2022. My bills started at £118 which my mother was paying £117 so we thought that was great! Then we got a bill of £393 which I rang up and they said that was a mistake. I noticed that we were in £352 of credit so I requested £300 back and left us £53 in credit. On the phone they said we were actually only using £63 of gas and electric but because I requested a refund they had to put our bill up to £170.

I have gone on today to find out we are £531 in debit! I rang up and spoke to someone who investigated this and has said we are using £170 worth of gas and electric? I provide my metre readings each month and can not understand how one person can say we are using £63 worth and another £170!

The only advice I was given was to provide metre readings for 5 consecutive days to re-evaluate the cost and I also asked what would happen if I wanted to leave and they said I have to pay the money I am in debit by including £50!

I don’t know what to do to get this resolved and become back in credit without paying the £531! Please help!!

Siobhan

Comments

  • nPower
    nPower Posts: 1,319 Organisation Representative
    Part of the Furniture 1,000 Posts Combo Breaker
    Hi SCoupe

    Thanks for your post.

    We need to make sure your bills have been updated accurately using the correct meter readings, as this is the only way to be sure of what your balance is and how much energy you're using. You'll find that the longer you're with us and the more readings you provide, the more accurate these figures will be. As a side note, it's always worth giving a new supplier your Estimated Annual Consumption figures when completing a quotation or tariff comparison, as this will give the most accurate figures.

    If you can get in touch with your account details using the details on our profile page, putting MSE in the subject header, then we're more than happy to investigate for you.

    Kind regards

    Jess :)
    Official Company Representative"
    I am the official company representative of nPower. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    If we ask you to contact us, please do so using helpandsupport@npower.com - MSE Forum has temporarily allowed the display of our contact details in our signature due to a technical issue with our profile
  • Robin9
    Robin9 Posts: 12,890 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Just to check - when you bought your Mums house you gave readings to your Mum's supplier and got a final bill to settle your Mum's estate.

    You then chose nPower as your supplier to initiate the swop. Did you give readings to nPower - what were they please ? What are they today ? What are the tariff rates ?
    Never pay on an estimated bill. Always read and understand your bill
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