they are saying you use £24000 woth of fuel a year.

I would be demanding copies of thsoe bills they issued in may as I bet none of them are actual meter reading based so all utterly useless.

Thanks ericsbrother for your response.

I know, I do not know how these companies manipulate the figures and send out incorrect bills and get away with it.

I lived in a small 2 bed house with working fire and most Winters I had the log fire on. There is no way I used that amount worth of energy. Can't wait to get hold of my previous bills.

I don't think they give due care and attention to the customers.

Surely they need to check and double check the figures and dates before they send out letters.

If they billed every quarter on time and according to the correct usage we don' need to get stressed or waste our time sending out letters of complaints.

I cannot understand why these large organisations cannot get themselves organised properly and provide the best customer care that we expect.

I don't understand why they stated the bill from 23 Aug 2014 to 15 May 2015 as it is not a quarterly bill.

they have a big computer and peopel cant override it. You need to get some evidence of what theright readings were/are and hit them back. As for the long quarter, they law covers that so not an argument you will gte anywhere with.

Thanks for your response.

Yes, I am waiting for SAR documents and hoping previous bills would be there. If I get them on time.

I received a telephone call this am from someone from NP. I believe it was from a senior complaint handler, and wanted to discuss the final response.

I told him to put in writing as it will be my evidence when I write to Ombudsman.

It is amazing how these people want to trick you wanting to discuss over the phone when they know the protocol of how a final response should be given.

I bet he would now say that the customer not willing to discuss.

If he writes that then I will tell them that a final response should be in writing regardless of NP trying to put my bill back to zero.

I told him I had paid over and above through direct debits and I should be given the refund.

Wait to hear from him within the next 7-10 days.

CB

UPDATE

- I received a 'Deadlock' letter from NP.

Also said that they are offering me £50.00 as a good will gesture.

However, claim that the balance still outstanding.

I don't understand what they are talking about in the letter.

It says

".. following your home move on 22 May your initial closing statement was issued on 24 July 2015. This included the payments you had made from 2 March and 1 May 2015 and left your account with an oval balance....."

The previous letter says totally different date which indicated Aug 2015, and also mentioned the dd payments that I made.

Whereas this letter only says March and May.

What happened to the other direct debit payments?

is my next move now to make a complaint to Energy Ombudsman?

Do I also need to inform Ofgem about the complaints?

Any advice would be greatly appreciated.

CB

sorry - meant to be overall balance and not oval balance.

why not scan these letter up to PDF

rather than up seeing you interpretation.

dx

So you sent NP all of the evidence of payment for the whole period showing that they owe you miney and they sent this deadlock letter ?

If you are correct and NP are being stupid, then yes go to the Energy Ombudsman. Present your information clearly and it should be a quick decision in your favour.

Hi UB and DX

Many thanks for your responses.

Here is the final response letter.

I did not send the bank statements, but I sent them an Excel spreadsheet with all my direct debit payments from Jan to May 2015. I still don't get why they keep saying July or August either 2014 or 2015 as it should not be taken into July 2015 as I moved out in May 2015. As for the August 2014 do not understand what 2014 got to do with 2015 payments.

They are saying your regular payments you made did not cover the overall bill for the energy usage.

I.e you were in arrears during the year running up to your move in May 2015, presumably because your usage over the Winter 2014/15 was higher than your monthly payments covered and this was only really picked up when readings were taken at the time you moved.

You need to look back at all energy bill statements between 2014 and when the final bill was issued in2015, to see whether you were in arrears during the period. Energy companies sometimes allow Direct Debit customers to carry forward arrears for Winter usage, as they know usage over Spring and Summer will be less, so the arrears will reduce, without having to change the monthly DD.

Hi UB

I just had a good look at the Final Bill, and it clearly says billing dates from 14 Feb 2015 to 22 May 2015 and the amount if £195. I worked out the bill and is ok for this period.

What must have happened was when they reset the account with final reading they deleted all the direct debit payments hence the bill does not show any previous payments. As I stated before, this bill is not for 1 week but for the 3 months from Feb - May.

Clearly those who work at NP cannot either work out a simple bill or failed to notice the dates on the bill. As this is the evidence I was looking for I will now send what I have to Energy Ombudsman with my proof of payments from the bank statements.

I really do not know how these people got things so complicated with different versions of the bill and payment history.

There were no debts outstanding as I had been paying through direct debit payments for over 10 years.

Many thanks for your help.

Hi DX/UB

I have now worked out how the bill was formulated and I have attached it here.

I am going to send this to the Energy Ombudsman so before sending it off just wanted to get it checked with you guys to see if all ok.

I believe they have made an error whilst creating the new bill in that they used the 96 days’ usage instead of 7 days – 15 May 2015 to the 22 May 2015. If that is what NP trying to say - that the new bill is for the 7 days then the bill is wrong.

It also indicated 96 days which amounts to 3 months and a bit.

On the Final Bill I received it states from 14 Feb 2015 to 22 May 2015 = £195.00. This clearly shows that it is not for the 7 days as they stated in their letter dated 13th Nov.

Also they cannot say that they have taken into account the credit from Aug 14 to May 2015 because the payments were only made on 1st day of every month. So from Feb 2015 to May 2015 would only have had the money in when the bill was produced from Feb to May 2015.

Had the account been in arrears in the previous years, I would have had many calls and letters from them asking me to pay up the debt. Or they would have increased the direct debit payments. In fact as you can see it decreased from £63.00 per month to £57.00 per month in 2015.

So if the Bill is from Feb to May 2015 – then payments made to the value of £240, and that still leaves me with a bit of a refund. (£240-195.00=45).

Anyway I worked out for both 96 days’ supply and for 7 days’ supply. Would appreciate it if someone could please have a look at it to see if they all add up.

I also created the payments made so far from Aug 2014 to May 2015 and it is evident that the account was up to date. Even if I were to ignore the refund, there was enough credit to pay bills from Aug 2014-May 2015 as the total payments made were £602.00.

I am still waiting for SAR documents so I can work out previous years’ bills.

This has taken up good part of the morning and it has brought on unnecessary stress too.

Many thanks for your help.

How I worked out the Bill.pdf

What about electricity between February to May.

I think if you are going to send detailed information, you need to be complete in what you send any Obmudsman, otherwise they are going to be confused.

You should also say prior to February 2015 there was no arrears amount or credit to be brought forward.

Give the Ombudsmam 75% of the info and they will be scratching their heads.

Thanks UB.

I don't have any bills apart from the final bill. Hence the reason I could not provide these.

I think I may as well wait for the SAR documents which are due on the 7th Dec, and get all the previous bill details and send altogether. As you said Ombudsman will get confused or will be asking more information and this will take some time.

So I will not send out yet until I get all necessary info first.

Thanks again. Will update after the 7th Dec. I doubt it very much happening before Christmas. May be I will hear next Jan.

If this debt is noted on your credit record, remember that you can add notes of dispute to the record. You simply need to contact Experian and they will explain the process. You don't need to subscribe to them to do this, but you might need to fill out a form amd send with a photocopy of ID.

From what you have seen from the bills do you think the bill was for 7days supply or 3 months supply?

The final bill is the bill I was querying so earlier bills would not matter much would they?

If the date on the final bill is the dates that they have billed and demanding the money for that period then the Ombudsman could see that they have made a mistake and probably will not ask for earlier bills.

But for my peace of mind and the need to get it all sorted properly I would wait for the SAR documents.

Gas is 3 months supply and electricity only 7 days.

You need all the information, otherwise difficult to understand full picture.

Hi UB - thanks for the quick response.

Yes - that is what I do not understand. Why 7 days' bill for electricity usage and 3 months for gas.

I just want to sort this out and get on with my life. Otherwise these things can take over your life worrying about it.

I hope I can get the all the previous bills on 7th Dec. Unfortunately I destroyed all previous documents when I moved houses. I used to keep a record of meter readings every month and I cannot find these either. If I could find them then I can work it out.

Thanks again for your help.

I have been through NP letters again, there are few discrepancies:

• Letter dated 19/10 – stated all the documents sent to me, and at the top of the list was the Final statement dated 22/5/15.

• In the bundle of documents was the Final Demand dated 05/08/15 amount outstanding shows - £189.45

• Letter dated 13/11 says “….your initial closing statement was issued 24 July 2015. This included the payments you had made from 2 March and 1 May 201S and left your account with an overall balance of €195.94.” This was not included in the documents they sent with the letter on 16/10/17.

I am a bit confused with this one. Also states the payments made – does this mean between 2 March 2015 and 1 May 2015 (3 months) payments?

How can there be an initial closing statement in July when a Final statement has been produced?

Can someone please explain this to me as I thought when the final demand is issued that would be it? There won’t be another initial closing statement.

Many thanks

Only way you will have your own questions answered is by getting copies of all statements.

Pointless going over something when you don't have all the info you need.

NPower should have just printed off all statements and sent them to you, to show you why they think your payments did not cover usage. Then this would have been resolved by now!

Thanks UB.

I know I need to get all the statements. I found some meter readings for 2013/14 that I took photos of and I had saved on the laptop. So can't wait to get all the readings first and then send their letters to Ombudsman.

Can't wait to get this sorted this year. Don't want to drag it on for next year, when it seems a simple case f getting the correct bills.

Thanks again. CB

UPDATE -

I have now received SAR documents from NP.

Been through the Bills quickly and I can see some discrepancies with the amounts/discounts and credit balance etc.

Need to go through every detail thoroughly and then work out exactly where the inaccuracies appear and make out a list and draft a letter to energy ombudsman.

There seem to be lot of price increases and estimate charges.

I did have some photos taken of the meter readings and need to go through these as well and compare the readings and work out the actual costs.

Will let you know on Monday with all the details.

Thanks for your help.

CB