NPower gas 'sculpting'

c0113tt3

The other letter that was sent out, mid january 2008, informed about price rises and again standard letter that everyone recieves from Kevin Peake.

45641531/00681/0056460WA/0971174
npm5029, npm5033
Our letter code: PCL 005
January 2008

Dear customer (typed word for word)

Keeping you informed about energy prices

You probably know that oil prices have shot up recently and this quickly affects the price of petrol at the pumps. It also pushes up the price of coal and gas, which in turn makes it more expensive to produce electricity. So costs are rising across the energy industry and unfortunately this is beyond our control...

(there is nothing on the front face of the letter that can be used, and just informs of the price rises from January 5th 2008, on the reverse of the letter though, again states YEAR)

Here it is typed word for word.

From 5th January 2008 our prices are:+

Electricity prices for electricity standard customers
(cash,cheque,direct debit etc..)
Unit rate upto and including 728 kwh per year #
Unit rate, over 728 kwh per year

Gas prices for gas stanadard customers
(cash, cheque, direct debit etc..)
unit rate, upto and including 4572 kwh per year #
unit rate, over 4572 kwh per year

+ (again just states if you are not happy about the prices / switching etc..)

# states (word for word)

The number of gas units charged at the higher unit rate will vary from bill to bill to reflect the number of days in the billing period and will be weighted according to the season of the year. For prepayment and electricity customers the standing charge or the number of units charged at the higher unit rate will simply reflect the number of days in the billing period.


End of excerpt from letter.

Again this just re-iterates that you pay upto and including 4572 a YEAR.

Again no mention of tariff years, cycles, gas sculpt stopping / starting. They break their terms and conditions, contracts and mislead.

c0113tt3

hmm, DD, large 3 figure sum

Were you tempted in the slightest?

I know you are doing it out of principle, to expose NPOWER for its exceptionally wrong practices. Again, good luck with it m8 Hope the info helps.

alleycat`

You are correct about my typo - the letter was dated the 6th November 2007.

DirectDebacle

Thanks all for the letter/leaflet info. Got it clear in my head now.

No not tempted. The days of goodwill, if they ever existed, are long gone.

alleycat`

Quick Update.

I've received a letter from NPower this morning acknowledging receipt of my complaint.

They state that they cannot resolve the matter at this moment in time and are looking into the circumstances and will keep me informed.

Basically a bit of a "powder puff" letter but its a start.

--
Richard

Cardew

DirectDebacle wrote: »

I have been offered, as a gesture of goodwill, with no admission of liability, a large 3 figure sum in full and final settlement of my claim. I have refused the offer.

Bravo DD - that is tremendous!

However at the risk of appearing mercenary, may I remind you of this:

I bet you a 'virtual pint':beer: that you will be made a without liability offer - probably on the 'courtroom steps' - if not before.

You accepted that wager and I fully expect you to honour your debt!

DirectDebacle

Cardew wrote: »

Bravo DD - that is tremendous!

However at the risk of appearing mercenary, may I remind you of this

You accepted that wager and I fully expect you to honour your debt!

Be assured Cardew that there is no 'risk of you appearing mercenary'. You are. End of story.

However I am a man of honour and will gladly pay your one sided wager. One pint of LPG coming up!

alleycat`

I've spoken to NPower tonight just to confirm that the complaints team have an accurate description of what i relayed overthe phone to one of the telephone guys.

The girl i spoke to was trying to suggest to me that the higher units are reset every time NPower change their tariff prices as it resets the contract on the tariff to a new starting date (note this is not a product change initiated by myself just a price change on the existing product).

Has anyone else heard of this defence and do they for a second believe that it holds any water at all?

It sounds utter nonsense to me - is it some sort of first line defence to fob people off?

-
Richard

DirectDebacle

alleycat` wrote: »

I've spoken to NPower tonight just to confirm that the complaints team have an accurate description of what i relayed overthe phone to one of the telephone guys.

The girl i spoke to was trying to suggest to me that the higher units are reset every time NPower change their tariff prices as it resets the contract on the tariff to a new starting date (note this is not a product change initiated by myself just a price change on the existing product).

Has anyone else heard of this defence and do they for a second believe that it holds any water at all?

It sounds utter nonsense to me - is it some sort of first line defence to fob people off?

-
Richard

A bit tricky to say as we don't know what you said in the original conversation. However it appears that you were told the same old story of the 'tariff' year which starts a new (4572) year every time there is a price change or a change to the way they charge for gas (changing the weighting profile). Be interesting to know if the latest price increase has triggered a new tariff year and what the profile is if it has. Could mean a repetition of last years fiasco. Experience shows that generally whatever you are told on the phone can be taken with a pinch of salt. Get something in writing from them but don't hang about indefinitely waiting. You have had a response to your letter in as much that they are looking into your claim. Give them a week then if no further news write to them giving them 28 days to resolve or you will start court action. Bear in mind this issue has been grumbling on for at least 9 months and is not new. They know full well what the nature of your claim is and could work it out to the penny within a few minutes if they so wished.
If you do have any more phone calls with them try to make contemporaneous notes if you can. Note the time and date of the call, the full name of the person you speak to and the details of the conversation. Keep this paper safe, you may need it later.

alleycat`

Hi DD,

What you've told me is pretty much what i thought.
The response i got was quite obviously scripted or done from recall. It just didnt flow in naturally with the conversation we had.

I did write down the name of the lady i spoke to and the date/time of the conversation (did the same with the initial complaint as well).

I'll give them another week and then I'll send the follow up letter as you've suggested.

I was unsure about mentioning the time frame that this has gone on as it might weaken my claim in regards to the time it has taken me to do something about it?

However, up until a couple of weeks ago (when i read this thread) i was in the dark about it anyway so I'm not sure that it is really relevant.

They've certainly lost my trust but they are far from the first energy supplier I've had issues with (do any of the companies have joined up billing systems between gas and electric at all?)


--
Richard