Hi, Npower have never ever answered these, among other questions - but I thought I won't make it to complicated for them. I sent a copy to the CEO, it was addressed to the Executive Complaints Team - Sent the questions on the 19th November, the questions were: Question One: Why, when the meter was new in December 2008 with a reading of 00000.0 (A meter provided by Npower) with a first quarterly reading of 01229.0 acceptable to Npower as a correct reading (this being a fairly normal winter bill, if a bit high for us but it was an estimate using the usage from a faulty prepayment meter). Npower changed us to a credit meter on 3rd December 2008. Why all of a sudden Npower are trying to say that the meter would have read 12290 for a quarter that is TWELVE THOUSAND TWO HUNDRED AND NINETY kWh in three months? That would equate to approximately FORTY-NINE THOUSAND UNITS A YEAR? Over 6 years my meter read would read 294960 by now? (it does not it reads 09062.0) (Npower misled the ombudsman by indicating that I was a new customer in 2011 with a starting read of 39431 the ombudsman letter says that Npower were unaware of the type of meter?) Question Two: What is the reason for closing the old account when in July, 2011 we were told over the phone that Npower would stop the transfer to Scottish Power and our account would carry on as it was? (received a letter 2nd September 2011 having trouble closing your account???) Question 3: In your letter to the ombudsman Npower accuse Scottish Power of giving a wrong four digit read for my meter – if this read is the read of 03759.0 it is correct as Npower’s customer services said it fell in line with all previous reads. Why did Npower use a read that did not fall in line with any previous reads? Question 4: Why did Npower manually change all previous reads to fall in line with a longer read of 39431 – it does not make any sense at all. (both reads were Actual Reads taken on the same date 25/08/11) Please send details of where this read of 39431 came from? Crazy - it is so frustrating that they cannot do simple maths going from that first read, what planet are they on to think that a domestic home could rack up twelve thousand units in three months - average for a family home with gas central heating and gas cooking is approx 3,300 per YEAR?? I feel like crawling into a hole, I tried not to let that horrid man upset me but after three years it is very difficult? Thank you again guys for being such a support. xx Sent them a hard copy today. PC

Hi, I wrote to Npowers Executive Complaints Team just requesting that they answered some questions that I have never had the answer to. I sent a copy to Paul Massara. I received a reply, not from the Executive Complaints Team but from the paralegal (Legal department) not answering the questions but a rather rude letter. I replied saying that I have every right to request answers to questions with regard to my account or rather accounts and, anyway, the letter was addressed to the Executive Complaints Team not you. He came straight back with:- "… You can explain to the Court your version of the facts, which you have done previously yet are misguided enough to see the dismissal of your claim as nothing more than an inconvenience. It is perhaps for you to realise your position and seek independent legal advice.‬ ‬ ‪Yours sincerely‬‬ ‪ ‬‬ ‪Kenneth Radley-Davies‬‬ I think the expression is "up your own ……… Mr Radley-Davies" I will send the same letter again to The Executive Complaints Team tomorrow by snail mail with another copy to Mr Paul Massara. I wonder if they will just forward it to my favourite person at Npower?? I would like a reply to my questions? Is he too afraid to answer them or doesn't he know or should I say care? I purposefully stated that I did not need them to investigate (as they said they would not investigate anything to do with my account or accounts) but just reply to my questions. PC:?:

Thats what I thought considering he thought N Power were a nasty bunch!!

Hi, Luckily although Richburns had sent two threatening letters with the hearing date on N Power must have cancelled it at the last moment as they had no paperwork to support any warrant. The agent from Richburns was the one who told me that any time there has been an Account in Dispute the Magistrate throws it out and says "Don't put these before me, get it sorted!" He also said it is always worth going as you never know whether or not they have got their act together to put a stop on these things in time. PC

Hi, I would listen to the advice that Bank Fodder has given you. We are making progress and the help and advice I have been given has moved me forward more in three days than it has in three years. It is stressful but once you start making progress it eases as you feel you are not alone in this struggle against one of "The Big Six" as they like to be called. Take care, good luck. PC

Sorry, The magistrate throws out the Warrant of Entry into Your Home if the account is in dispute. PC

Hi Tried letter to MP last year - he said he could not get involved if it was going to Court?? but he was sorry to hear of my plight? He used to be the energy minister before he was booted out of the cabinet. Went to the Magistrates Court today it was quite stressful but the guy was quite friendly. Told me that N Power were "not very nice" told me about some poor family that cannot read their meter as it is placed too high, are on benefits and N Power are demanding they pay £200 per month? It was well worth going as he said that if I (or my mate The Occupier) had been on the list and I said it was in dispute then the Magistrate gets quite tetchy and throws it out and said anytime there is a dispute don't bring it before me. It has been a long day. Had to wait ages and ages. Then my car broke down on the way home, aghh, it never rains but it pours!!!! Thank you to everyone for the support, it is really, really appreciated. PC

Will do - thanks for the support guys. Just leaving now. PC xx

Hi dx Thanks for the reply and the info. You are right about lowry beck services. Will log on tomorrow to let everyone know how I get on at Magistrates Court. PC

Thank you CB have added this info to my file, I really do appreciate the time you guys put into this. Its a great site and a great comfort, thank you xx

Hi Everyone, Thought I’d update on situation with my obviously obscure meter. I have trawled the internet looking for a six digit 5235a Ampy Landis & Gyr meter that you read the last five digits. According to N Powers instructions on their video “How to read your meter” “George” categorically states you read the first five including any zeros. N Power have never answered my questions as to:- (a) This was a new Meter in December 08 with the first Estimated Read in March 09 of 01229.0 (this estimated figure was based on my old prepayment meter usage) – and Actual Read was taken in June 09 of 01280.0. This reading is obviously correct. So why do they now say “Oh no, you have to read the last five”. This would have made the first bill over twelve thousand units in just three months?? (b) I have also asked N Power why when an erroneous read was given to them by Scottish Power of 39431 in August 2011 instead of looking back at our previous usage and meter readings (Actual reading of August 2011 taken by Data Collection Person of 03759) they changed all the previous reads adding an extra digit? Without consulting me regarding usage. I just received a bill in April 2012 for £2,800. © Why do they keep sending letters addressed to me but with next doors number as electricity supplied at…..(next doors address) (d) Also, if they really think I used 12 thousand units in one quarter wouldn’t you think that a bit strange for any domestic customer. Anyone know whether this new government initiative or offgem initiative to help domestic customers if their usage is high? Going by N Powers bills I think I should be at the top of their list! Have requested N Power’s paralegal to have the meter checked under Schedule 7 of Electricity Act 1989 through the National Measurement Office– he is not best pleased! He should have given me the opportunity earlier. Also getting an independent electrician to do a report on usage etc. Off to Magistrates Court in the morning to put a stop on WARRANT FOR ENTRY INTO YOUR HOME x 2 one for me and one for “the Occupier”.??!! Feel really physically sick at the prospect but I have to go as although N Power have sent letters to say it was a mistake I do not trust them an inch. I have been unwell all weekend worrying over this. Keep thinking OMG are they right and I have used nearly Ninety-One thousand Units in 6 years? Also what happens to the fact that 09088.3 when it becomes 100883 (N Powers figure?) which five will they take – the last five would be okay, lol. As it would be 00883. Maybe I am being a bit too facetious and light headed after being ill and got all this wrong.

Thank you CB. Are they allowed to charge this sort of money when they are taking someone to court already? It seems a bit of a double whammy. What worries me is that they have sent two letters one to The Occupier and one to me (One and the same) I have yet to find out if they have charged any more. PC

Hi, Does anyone have any information as to whether the use of two different debt collection agencies to start warrant action WARRANT FOR ENTRY TO YOUR HOME when this is already going to court. Can they do this? Anyone know? They have charged this to my electricity account once already (£34 £10.50 for phoning the dc and £23.50 for writing a letter!) and I am trying to find out if they have added any more to my latest bill although the website said it is not due until 21st November. PC

Hi Bank Fodder, Many thanks for your reply. Have attached kettle/load test and other telephone conversations with NPower customer services. (SAR) I will go through them again to see what else there is? Also, the £34 charges which will be at least four more now and will show on the next statement. Everytime I have received a debt collection letter it generates these two charges adding up to the £34. PC

Hi Citizen B, Have filled in and sent off the Directions Questionnaire (N181) and put in my Defence 9/10/14. Haven't heard anything else as yet. PC

Hi Citizen B, Apologies for not replying sooner, many thanks for your input. Yes I sent in my defence. Couldn't believe how nasty the legal dept (one man) is at N Power. He said that there was no negotiation on how much I should pay each month it was £360 a month or Court Proceedings. They tried to block my payments online as I have been paying for the electricity based on my pre-august 2011 usage plus my £140 per year from the government. Each time I try and pay an N Power page comes up saying "There is a problem with your payment" luckily the NexBanks system accepted my payments despite this?? PC

Hi, Bank Fodder, 2007 - British Gas supplied electricity. 2008 - Next door (left of me) applied to N Power for electricity but N Power took over my electricity by mistake. I did not know this until my prepayment meter went wrong and I phoned British Gas they said they did not supply my electricity N Power did!! Sorted this out eventually with N Power. 2008 - N Power fitted new credit meter. 2009 - Bills all ok in line with what had been spent previously - bit better as on a Spreading Warmth Tariff. July, 2011 - Received letter saying "sorry you're leaving us" - rang N Power they said they would put a stop on it. Next door (to the right of me) had applied to Scottish Power. August 2011 - Rang N Power and I was informed that the account had been closed and they were going to give me a new account number. September 2011 - Received a letter from N Power saying they were having trouble closing my account September 2011 - Received letter regarding Scottish Power and an address in Sheffield. Rang N Power tried to give my account number. December 2011 - Rang N Power tried to give my new account number but I was told that my old account number was still live and to use that one. January 2012 - Received a "closing bill"? rang N Power said, again, they were having difficulty in opening/closing my account? Gave me a new account number. Paid Bill April 2012 - Received bills for £1,303, £1,825 and a projected amount of electricity of over 233,000 kWh for the 12 months. May 2012 - Made a formal complaint to N Power. Many telephone calls/letters nothing resolved. August 2012 - Check meter put in even though the meter is not faulty. August 2012 - Rang customer services representative who said we should do a kettle test whilst I was on the phone. Turned off absolutely everything else (except kettle)in the house, as requested, and boiled the kettle whilst on the phone. The kettle/load test used 0.2 kWh which is average it takes. He confirmed that the meter read from the 27th April 2012 of 52489 was incorrect and should have read 05248. He altered all the reads (SAR) but a few days later it was changed back by the High Usage team? August 2012 - received various letters saying they were having difficulty in billing people but to be patient. October 2012 - Complaint to Ombudsman. June 2013 - Ombudsman (SAR) friends of most of the people in NPower - upheld N Powers argument that the read of 39431 was correct. August 2013 - Went to Citizens Advice Bureau who advised the only course left to me was to take N Power to Small Claims Court. August 2013 - Letters from N Power saying that nobody was getting their bills but please be patient. July 2014 - Court Hearing - dismissed July 2014 - Court proceedings issued against me. August 2014 - Debt collection letters (3) September 2014 - Debt collection letters (Richburns) October 2014 - Richburns - Warrant of entry into your home - if I did not pay £5,800 plus their costs. *************************************************** ********************************************************** Each time they send these letters N Power add £34 to my bill. I quite understand why you find this confusing. British Gas were our suppliers until N Power took us over - I didn't know as you will see above. Records obtained under SAR contained all the phone calls - I have four files of them. I have been recording them over the last month. PC

Hi Bank Fodder, thank you for your comments:- ok: I will give this a go - I will also post my first bill showing the first read plus a stupid one saying I used over 7000 kWh in two weeks. Three properties at our postcode all with same number (changed mine to a name to stop confusion but still the same number)used to be all one property. 2008 with British Gas for Electric N Power took us over didn't know until prepayment meter went wrong, charging double for standing charge. Dec 20008 Credit Meter Fitted - starting with 0 March 2009 First Quarterly Bill - estimated on our usage on prepayment 01229.0 £167 Spreading Warmth Tariff Everything ok bills seemed inline with what we had paid on the prepayment, before it went wrong, until in August 2011 received a letter from N Power saying "sorry your leaving us" - new people had moved in next door and had applied to Scottish Power for their electricity and Scottish Power had taken it as my property not next door. Rang N Power in August and they said they would put a stop to it. Looking at N Power's notes (under SAR) they received a "closing read" from Scottish Power of 39431 on 25th August 2011. On the same day (25th August 2011) a reading was taken from my house of 03759.0 (inline with my previous meter reads). 2nd September 2011 received a letter from N Power saying they were having problems closing my account. I again rang them to say I don't need my account closing I am still with N Power. They said they would sort it not to worry. Rang again and they gave me a new account number. Did not get another bill until January, which, was still in line with my previous reads although it said it was a closing bill. April 2012 received a bill (with the new account number) for £1,825 and a letter saying they had been reading the meter wrong as four digits instead of five. Looking at their notes (SAR) they did not investigate just brought all the previous reads inline with the longer read. If this was the case then my first bill of 01229.0 would have read 122900 - your confused??!! This would mean an opening read of twelve thousand kWh. How do you think I feel. On all N Powers "how to read your meter" it states to read the first five numbers and include any preceding 0s. I have a casefull of errors ranging from letters regarding a property in Sheffield to letters regarding my neighbours properties electricity?? I do not know where to go from here it is an absolute nightmare. Everytime I get a customer service representative who agrees with me they get shot down in flames and I cannot get in touch with them again. The latest one on twitter who stated after looking at a photo of my meter "yes you are right it appears that the data collector has been putting down the wrong read" Allelluha I thought, only to find the twitter was taken over by a different name who said he had talked to Executive Complaints and they said not to talk to me???? Its too late at night to think about this anymore. Not that I am sleeping anyway. Good night vienna…

Hi, Thank you for your quick reply. Hope this is better? PC

Hi, Forgot to attach my Defence. Not very good but I couldn't afford another £100 advice. (maybe a good thing???) Just had to go with it.

Hi Have attached NP PofC - the test meter they ran through my meter read 00068.1 they insist it read 000681 which would mean 32 kWh per day (three weeks) House empty during the day. Away on holiday for one of those weeks. The meter guys who took it out gave me the meter read of 00068.1 My PofC cost me £100 for one hour's advice and outline PofC.

Hi, Thank you for you swift reply, I had some help from a Barrister who drew up the outlines of the P of C. They are suing me - they put in a claim just after the case in July as I refused to pay £360 per month (that is all of my pension) and they gave me 14 days but went straight ahead anyway before the 14 days were up. It is due to be heard in March/April time. I have put in a defence.

Hi Bank Fodder, Many thanks for the reply. They are now taking me to Court for nearly £6,000 - at the same time I have had threatening letters from Richburns and Collections Direct WARRANT OF ENTRY INTO YOUR HOME despite this going to Court. I am paying an amount monthly calculated on what I consider my usage plus the £140 I get from the government. They said they were putting a stop to these letters and when I phoned (I recorded those on my iMac they said "I am stopping it as I speak to you now" they lied as I again received letters one addressed to The Occupier and one addressed to me with a date for a magistrates court on the 17/11/14. Have attached my P of C - have removed all account numbers and addresses. PARTICULARS OF CLAIM Claimant: Defendant: N Power. Re: Electricity Account: First Account: ……………….. Changed account number: …………………. Account Number: not recognized (on some correspondence) Electricity supplied at: ……………………………. 1. I have a six digit digital meter that I have had from new in 2009 with a start meter reading of 0. The meter readings were fine until Scottish Power got our address mixed up with next-door and tried to take us over and N Power closed our account in Aug 2011. 2. On the 6/07/11 - I received a letter informing me that we were being taken over by Scottish Power. As this had been the third occasion we had been taken over without our knowledge or consent I rang N Power who said it was not a problem and that they would put a stop on it. ………………….., Bungalow next door, is also number….and they had just moved in and requested that Scottish Power supply their electricity which is obviously where the mistake occurred. (there are three properties with the number ……….. Road same postcode…….). 3. N Power informed me on the 26th August, 2011 that I would have to have a new account number despite N Power writing to me saying they were having difficulty closing my account? I believe the difficulty in closing the account was due to the huge discrepancy between the readings of next doors meter and my meter. 25/08/2011 – attached transcript (marked (i), received under a SAR N Power meter information from Scottish Power. 4. On the Document marked (ii) the Actual reading is given as 39431 on the 25/08/11. This reading bears no correlation to our previous reads whatsoever and this read is from 93 London Road (Bungalow next door) as this was the property that Scottish Power assumed they were taking over but when they put in the postcode it came up with my name. 5. On the Document marked (iii) the Actual reading is given as 3759 taken as 03759 by the Data Collector also dated 25/08/11. This reading is from my meter. The Data Collection operative informed us of the read adding that we were to be sure that N Power took the first zero digit otherwise it would result in wrong billing. 6. I also received a letter from N Power with reference to Scottish Power regarding an address in Sheffield. I presume, therefore, that the letter I should have received went to that address? Document (iv) N Power staff took it upon themselves not to investigate thoroughly when the readings did not match up but to align it with the longer five-digit reading from the meter next door and have continued to do so for two years. They also took it upon themselves to come to this conclusion not by asking what electric items I used but to look up on Mouseprice as to what my property was. This is not the way you expect a large organisation to behave. (Document (v) I dispute the test meter findings as, again, the meter is being read wrongly. I have spoken to the makers of the meter and they agree with most of the customer service meter section at N Power that you read the first five digits including any zeros and take off the last digit. (See Document (vi) I received a letter from N Power informing me of what they considered a mistake in billing when, in fact, it was a mistake in the reading of 39431 taken from next door’s meter (or maybe the one in Sheffield?) (See document (vii) The test done my Mr. Mike Todd in customer services, when he asked me to take a reading then boil the kettle and take another reading, was consistent with the meter using the five digits including the 0 and leaving the last digit. (See Document (viii) My average consumption is 650 to 800 units per quarter (see previous bills marked (ix). Approximately 3200 a year which is near to the average as I have gas central heating and cook by gas. Energy saving bulbs. Despite many phone calls and discussions with N Power. N Power still insisted on using the erroneous read sent to them by Scottish Power as a closing read on …………Road…………………… next door. (see document xi) It would be extremely difficult for a domestic meter to run up nearly 80,000 units in four years? That was our whole consumption for over 15 years on my prepayment meter. Also my consumption will have dropped since the prepayment meter as there are less people in the house now and my appliances are newer and more energy efficient. From N Power I am claiming:- (a) I would like N Power replace the meter so that we can start again as this seems the most sensible and obvious solution, as recommended by The Ombudsman. (b) Close the present account and clear it of all debt so I can transfer to another energy supplier. © I also wish to claim the maximum compensation of up to £10,000 for all the distress that this has caused me over the last three years by way of the Defendants negligence and incompetence in dealing with the complaint and by way of the Defendants misleading of the Ombudsman by giving false information regarding meter readings. Listed below are the documents on which I intend to rely in my claim against N Power. Document (i) Copy of transcript received under a SAR N Power meter reading from Scottish power. Document (ii) Copy of Bill showing the erroneous reading from next door dated 25/8/11. Actual Reading. Document (iii) Copy of Bill showing another Actual reading from my meter dated 25/8/11. Document (iv) Copy of letter sent regarding Scottish Power addressed to a property in Sheffield. Document (v) Copy of transcript from N Power showing their decision to align the longer meter reading and manually changing the meter reading. Transcripts from my SAR Request stating that the bill was being amended to come in line with the 5-digit number from next door. Transcript of N Power staff giving their own opinions and their own conclusions and acting on them instead of properly checking the data supplied to them by both the Data Collector and myself. Document (vi) Transcript from N Power’s notes. Document (vii) Letter informing me that N Power was using the 5 digit reading (next door’s meter reading) instead of keeping it in line with my Actual and Estimated readings of 5 INCLUDING THE FIRST 0 resulting in a four digit reading. Document (viii) Transcript of conversation with M. Todd regarding “kettle test”. M. Todd’s write up on the Load/Kettle Test. Document (ix) N Powers estimate on how much electricity I would use in a year which falls in line with the national average of 3,400 kWh. Document (x) First quarterly bill from N Power showing consumption for that quarter.

I tried to take N Power to Court and I had an appalling time. The judge actually said "I don't know much about how these electricity bills work". N Power sent a Barrister to the Court. The Judge had not looked at my Particulars of Claim at all. N Power only had the Ombudsman's letter as their defence. He only looked at the Ombudsmans letter telling me that they thought N Power were in the right and dismissed my claim. I even had a photo of the meter and the correct readings. Not enough evidence!? N Power didn't get costs though. Judge told me I would have to wait until they took me to Court for the money and then defend. I could not afford a solicitor as Legal Aid will not cover this sort of claim. Up the creek so to speak there. I sat in the car and cried for an hour.

Hi I never signed up for NPower in the first place they took the account over from British Gas in 2008 in a similar way that Scottish Power tried in 2011. Next door signed up to NPower (same post code) and we were paying double as we were paying a standing charge to British Gas as well as N Power. It was only when the meter was faulty that we discovered we were with NPower and not British Gas? This is a common problem and N Power are the worst for doing this. Highway Robbery? I am still getting WARRANT OF ENTRY TO ENTER YOUR HOME now I have a date of 17/11/14 at Sevenoaks Magistrates Court this is despite them saying they have put a stop on these "as we speak I am blocking this" they lie. What sort of code is all of this? I have letters and bills addressed to next door, an address in Sheffield, letters and bills addressed to me but with next doors number, the list of errors goes on and on……….