Why do I have to pay for NPower billing issue?

Pamswitch

I have been a loyal Npower client since 2009.  I have dual fuel and pay by DD every month. We agree the best tariff every year and it goes up according to inflation. I have lived in the same house which is a 4 bedroom normal house and no extension has been done. Do not have the  luxury of pool or Jacuzzi either. Regular meter readings are provided and collected by NPower reps. I was just about managing to pay £215 every month for both. In 2018 my eldest moved out to rent her own and the 2nd one went to university. So the number of users actually went down. I received a massive bill out of the blue for £6693!!! I complained went to citizen advise bureau and after a lot of writing letters, managed to get some credit. But there is still a huge balance of £5085 to pay! They have increased the monthly payments to £408!! I have called several times, had crest reports done, smart meters installed and now involved Ombudsman as well. How is it my fault that Npower had billing issues? I have seen press articles on this issue caused by NPower. What do I do now? Surely they cannot charge this ridiculous amount ..... Please HELP!
Thanks

Gerry1

What's caused the damage, the electricity bill or the gas bill?  If it's gas, have a look at the Rogue Meters thread.

Unfortunately you've provided very little information so it's not possible to give detailed advice: you need to give meter readings and state the name of the tariff, price per kWh, standing charge etc.

Sounds like you didn't send them monthly meter readings, which often causes problems.  But look at the Rogue Meters thread, especially if the gas bill is the culprit, and check whether the back billing rules apply.  What was CA's opinion?

Streaky_Bacon

The key point, which Gerry mentions, is back billing. 
Put simply, they are not allowed to bill you for energy consumed more than 12 months ago. This applies even if you have failed to send them meter readings. 
With the amount involved it would seem likely that this is a catch up bill that covers far more than 12 months.
Do you think that is what has happened, or is there another reason for the sudden big bill? 

Talldave

Time to do some detective work on bills going back as far as you can, looking at actual (not estimated) meter readings and working out what your consumption is.  This should reveal where things have gone astray.

Pamswitch said

Regular meter readings are provided and collected by NPower reps.

What do you mean by this?  Provided by you?  How? I don't believe Npower have any reps, so really not sure what's been happening.

Pamswitch said:

I was just about managing to pay £215 every month for both.

I think that's the other problem. You're being ripped off by Npower and could save £hundreds by switching to cheaper suppliers and I would bet that you'd save most by having different suppliers for gas & electricity.  We're paying £135 a month for a large 5 bed place, using the cheapest suppliers (40,000kWh gas, 5000kwH electricity).  For sure our little one probably doesn't consume as much as your older offspring have, but we're nearly £1000 apart annually.

You might feel some loyalty to Npower, but it has cost you £thousands.  Personally, I refuse to have them as a supplier after a year long battle in the past over a "new" meter that didn't start at zero.  Twice in the last 5 years they've been the incumbent supplier when we've moved into a property and I switch away as soon as the moving in account is opened.

tempus_fugit

Same here, NPower is on my blacklist of companies. Beats me why anyone still has loyalty for these companies, this story seems to be the perfect proof that such loyalty is entirely misplaced.

Gerry1

Talldave said:

Pamswitch said

Regular meter readings are provided and collected by NPower reps.

What do you mean by this?  Provided by you?  How? I don't believe Npower have any reps, so really not sure what's been happening.

Perhaps the 'Npower rep' is just the normal meter reader / safety checker that pops around, but only every couple of years or so?

dogshome

How often are you billed - Monthly, Quarterly or 6 monthly ?

Is the extra billing on the Gas, the Elec or both?.

Do your bank statements show that your D/debit payments were taken every month?

MWT

Just focus on that large bill for £6693 - when did you receive it and what period did the bill cover?

WhoIsThat

Pamswitch said:

I have been a loyal Npower client since 2009.  I have dual fuel and pay by DD every month. We agree the best tariff every year and it goes up according to inflation. I have lived in the same house which is a 4 bedroom normal house and no extension has been done. Do not have the  luxury of pool or Jacuzzi either. Regular meter readings are provided and collected by NPower reps. I was just about managing to pay £215 every month for both. In 2018 my eldest moved out to rent her own and the 2nd one went to university. So the number of users actually went down. I received a massive bill out of the blue for £6693!!! I complained went to citizen advise bureau and after a lot of writing letters, managed to get some credit. But there is still a huge balance of £5085 to pay! They have increased the monthly payments to £408!! I have called several times, had crest reports done, smart meters installed and now involved Ombudsman as well. How is it my fault that Npower had billing issues? I have seen press articles on this issue caused by NPower. What do I do now? Surely they cannot charge this ridiculous amount ..... Please HELP!
Thanks

Welcome to MSE.

What did Citizens Advice , well, advise you?

Pamswitch

Gerry1 said:

What's caused the damage, the electricity bill or the gas bill?  If it's gas, have a look at the Rogue Meters thread.

Unfortunately you've provided very little information so it's not possible to give detailed advice: you need to give meter readings and state the name of the tariff, price per kWh, standing charge etc.

Sounds like you didn't send them monthly meter readings, which often causes problems.  But look at the Rogue Meters thread, especially if the gas bill is the culprit, and check whether the back billing rules apply.  What was CA's opinion?

Hello and thanks.
It seems the electricity side is higher than gas
Currently my tariff is Price Fix Mar 2021
Gas = 20718 kWh at 3.350p 1870 cubic metres / 3740 Smart read 29 February 2020
Elec = 6215 kWh at 14.700p / 12984 Smart read 29 February 2020

Pamswitch

dogshome said:

How often are you billed - Monthly, Quarterly or 6 monthly ?

Is the extra billing on the Gas, the Elec or both?.

Do your bank statements show that your D/debit payments were taken every month?

I am billed Quarterly for both and yes DD taken every month and bank statements how that.

dogshome said:

How often are you billed - Monthly, Quarterly or 6 monthly ?

Is the extra billing on the Gas, the Elec or both?.

Do your bank statements show that your D/debit payments were taken every month?

Gerry1 said:

Talldave said:

Pamswitch said

Regular meter readings are provided and collected by NPower reps.

What do you mean by this?  Provided by you?  How? I don't believe Npower have any reps, so really not sure what's been happening.

Perhaps the 'Npower rep' is just the normal meter reader / safety checker that pops around, but only every couple of years or so?
The readings were taken more regularly prob every 3 months by meter readers.

Talldave said:

Time to do some detective work on bills going back as far as you can, looking at actual (not estimated) meter readings and working out what your consumption is.  This should reveal where things have gone astray.

Pamswitch said

Regular meter readings are provided and collected by NPower reps.

What do you mean by this?  Provided by you?  How? I don't believe Npower have any reps, so really not sure what's been happening.

Pamswitch said:

I was just about managing to pay £215 every month for both.

I think that's the other problem. You're being ripped off by Npower and could save £hundreds by switching to cheaper suppliers and I would bet that you'd save most by having different suppliers for gas & electricity.  We're paying £135 a month for a large 5 bed place, using the cheapest suppliers (40,000kWh gas, 5000kwH electricity).  For sure our little one probably doesn't consume as much as your older offspring have, but we're nearly £1000 apart annually.

You might feel some loyalty to Npower, but it has cost you £thousands.  Personally, I refuse to have them as a supplier after a year long battle in the past over a "new" meter that didn't start at zero.  Twice in the last 5 years they've been the incumbent supplier when we've moved into a property and I switch away as soon as the moving in account is opened.

 I agree - NPOWER has cost me thousands!!! Please confirm who your current provider is?
NPOWER has definitely ripped me!
I want to leave NPOWER but not before naming them and shaming!!!