Electricity Bill

[reclamationproclamation]

Not strictly relevant to this forum but anyway here goes. [Correct - thread now moved to relevant section]

We changed our electricity supplier from NPower to Scottish Power as a result of a knock on the door from an agent. He quoted us these prices electricity All Units 6.4 per kwh for elec and All Units and 1.8 for gas on a combined bill and we signed as a result of the prices he said we would be charged. When we received our first bill we were charged 7.854 elec and 1.941 for gas. Also we were charged two standing charges (for receiving lower rates) £22.51 for elec and £16.45 for gas. We were not told about these charges they are not in the contract I signed and the only place I can find anything about them is on a certificate for 'Capped Price Guarantee Certificate' which the agent has put my name on but I haven't signed. It is at the bottom of the page as a bullet point

° Our Capped Price Offer includes a small monthly price protection premium ...

I didn't even see this certificate which was tucked away in a compartment of the contract folder until the first bill arrived.

I contacted Scottish Power and made a 'sales agent complaint' informing them of the above. I have a letter he was bringing round with him with the new NPOWER prices on (which everyone in the area who is a NPOWER customer would have receive) and next to it he has written the new Scottish Power prices of 6.4 and 1.8. Now I can't prove he wrote the prices but the letter is a photocopy that all the sales agents in the area probably had, it's for a different address in a different area of Bristol (why would I have that?). Anyway I receive d this letter from Scottish Power this morning.

Dear Mr ****

Thankyou for the recent tlephone call to ScottishPower and for bringing this matter to our attention.

Please accept my apologies for having to contact us regarding this application for energy supply and for the inconvenience this has caused. I can confirm that a complaint has been logged regarding the fact that the agent gave incorrect pricing information to you.

The correct prices for your area are as follows-

Electricity Charges
Direct Debit Daily Service Charge = 17.96p per day All Units = 7.418p per kwh
Quarterly Bill Daily Service Charge = 20.84p per day All Untis = 7.854 per kwh

Gas Charges
Direct Debit Daily Service Charge = 17.81p per day All Units = 1.897p
Quarterly Bill Daily Service Charge = 19.58p per day All Units = 1.941p

The above prices do not include 5% vat.

We would be delighted if you chose to stay with us despite this initial problem. However, if you do not want us to supply you, please contact your chosen supplier and make a new application. The transfer process takes 4-6 weeks. We will continue to supply you and send you bills until this process is complete.

If you require any further assistance please call on the above number, quoting the above reference, duing the hours of 9AM - 5PM, Monday to Friday, where either myself or one of my colleagues will be only too happy to assist. If you are in any way dissatisfied with the way this complaint was handled, please contact my Team Manager, Lorraine Kilgour on the above number.

Yours Sincerely...

I wasn't quoted those rates at the time and wouldn't have entered into a contract if I knew the real rates. I was lied to. I also wasn't told about standard charges. It seems as is they are simply saying 'You're going to pay the rates we want on this bill and if you don't like it find a new supplier'. Also they said on the phone there would be an 'investigation' all they have done is sent a letter with their rates on, it wasn't handled at all.

To rubb salt into this I received a reminder this morning for the bill even though they knew it was 'being investigated'.

Before I phone can anyone advise me on what to say exactly. I'm sure they are going to stick to their guns on this. I know it's not a specific question but some advice would be great.

Thanks

[Mack D]

Keep the complaint going but if you don't get anywhere with nPower, contact Energywatch who take a very dim view of this sort of thing.

I know a lot fo people don't like telesales, but you can trust telesales agents to do this sort of thing more than door to door. More than anything, field sales reps aren't supervised therefore their compliance is only monitored on the odd occasion when they are. If you do this sort of thing online or over the phone, it's all recorded.

But complain to Energrywatch, nPower put their prices up in January and March this year, perhaps he's told you the old rates shortly before the latter price increase.

Hope this helps.

[pmhread]

and then switch supplier (not that they aren't all as bad as each other!)

[MARTIN3030]

Yes I agree too.
You can fill out a complaint form online to www.energywatch.co.uk.
They then contact S.P.and investigate your complaint.
On the form it will ask how you want energywatch to help you out.
You will get a letter after about 10 days telling you they have raised issues.
Energywatch carries lots of clout !

[reclamationproclamation]

Thanks all,

When I spoke to Scottish Power they just carried on fobbing me off until I mentioned Energy Watch and then straight away tired to put me through to there 'Team Leader' who is supposed to contact me today. Should I make the complaint before they contact me? I may wait and see if they can come to a good resolution of the problem i.e. drop the standing charge and just charge the rates I was promised, I won't settle for anything less though.

Cheers.

[MARTIN3030]

I would wait for today.
On the Energywatch form they ask when you had contact/what was said etc.
They will claim that you did not wait after they agreed to respond.
Give them today and then complain.
When you do dont forget to add that you have been waiting in all day for the call/had to cancel all your arrangements/have no milk for tea as you cant go shopping waiting for the call and they have again totally forgotten about you despite their assurances after you told them you would be contacting energywatch !!!

[reclamationproclamation]

Thanks all, after numerous brush offs attempts they reduced the bill. Funny everytime I mentioned energywatch they were more compliant.

Cheers