Npower, faulty (slow) meter, charged new usage figures for many past years - now on prepay with huge debt? is this fair?

[dx100uk]

if you can click on it and view it then yes it is.

 

dx

[Sophie14]

Thank you.

Has anyone managed to read it?

I appreciate all your hard work and help/advice. X

[dx100uk]

no sorry 

we have a couple of repo's going on that need our attention.

its gonna be a few days to plough thru 56 pages for me sorry.

 

dx

 

[Sophie14]

Ok thank you

[dx100uk]

just type no need to hit quote. I know what I said.

 

dx

 

[45002]

Nearly All the meter readings in the pdf   Posted Friday at 11:45  are Estimated readings !

 

 

...

Edited March 18, 2020 by 45002

[Sophie14]

Hi anyone managed to look.

I also believe they mislead me.

 

 

 

bullet_document_npower_compressed_(2)_compressed.pdf new doc.pdf

[unclebulgaria67]

Make sure they apply the back  billing rules.  See link below.

 

https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/who-contact-if-its-difficult-paying-energy-bills/energy-backbilling-guide-your-rights

 

Put simply, a supplier can’t seek additional payment for unbilled energy used more than 12 months prior to the error being detected and a corrected bill being issued. 

The protection may not apply if you have behaved obstructively or unreasonably which prevents your supplier from accurately billing you. For example, by physically blocking more than one reasonable attempt by the supplier to take a meter reading at your property or if you have stolen gas or electricity.

 

[Sophie14]

Thank you that's very interesting. What can I do please

[unclebulgaria67]

Send a complaint in writing to NPower head office reminding them of the 12 month back billing rule which you believe applies, as the meter which was their responsibility was faulty.  Therefore they should not be applying any estimated usage bills beyond 12 months from the date the faulty meter problem was first recorded.

 

Suggest you send the letter by recorded delivery.

[dx100uk]

12mts from today i believe....?

[Sophie14]

Is it 12 months from today or from final bill just before they put in the prepayment meters please.

[dx100uk]

17 hours ago, unclebulgaria67 said:

Put simply, a supplier can’t seek additional payment for unbilled energy used more than 12 months prior to the error being detected and a corrected bill being issued. 

when the corrected bill was issued.

[unclebulgaria67]

"when the corrected bill was issued."

 

 

That does make sense and that was when NPower made their billing decision, which is what you are challenging.

[Sophie14]

This is what npower said

We also checked for Back bill and we were using estimated reads in 2018 but they were rectified within 12 months. So back bill does not apply.

 

Document (7).docx

[unclebulgaria67]

Looking at the document you attached

 

4. The electricity usage in March/April 2018 seems to be an error.

 

This is when they added over £2k.

 

This is all very confusing !

 

 

[Sophie14]

I agree it is all confusing. Any advice would be grateful.

This is not right.

So many estimated bills.

No phone calls from Npower regarding balance.

[dx100uk]

not by email nor sar...but by LETTER.

when did you actually receive any paperbills prior to this debacle..

 

the fact that the back-billing doesn't apply is total BS!!

 

bottom line is..if they did not send you paperbills during that period..then they cannot backbill anything outside of 12mts today.

it was their mistake not yours.

 

[Sophie14]

I agree it is all confusing. Any advice would be grateful.

This is not right.

So many estimated bills.

No phone calls from Npower regarding balance.

 

No paperwork.

 

 Is it possible that someone can help me with the letter please.

 

 

No paperwork.

 

Can someone help me draft the letter please.

[dx100uk]

please ans  my query above..

[unclebulgaria67]

You gave NPower an electricity reading on 24th April 2018 which was a lot more than estimated reading that were used to calculate bills previously.   

 

So what was the history of this account before 24th April 2018. 

 

Where is your electricity meter ?   If the meter is inside your property did NPower contact you to try to obtain your meter readings previously ?  

 

 

[Sophie14]

There were no paper bills.

[Sophie14]

21 minutes ago, unclebulgaria67 said:

You gave NPower an electricity reading on 24th April 2018 which was a lot more than estimated reading that were used to calculate bills previously.   

 

So what was the history of this account before 24th April 2018. 

 

Where is your electricity meter ?   If the meter is inside your property did NPower contact you to try to obtain your meter readings previously ?  

 

 

Before 24 April 2018.

I moved in 1 October 2017.

My readings

 

I paid 2 payments of £127.81 - £255.62
Cost of energy I used £281.85
Your account balance £26.23

 

"Your monthly payment is
decreasing
Please find enclosed your statement showing an estimate of the energy
you’ve used, the payments you’ve made and any recent changes to your
account or tariff. Also please find below an explanation of why we have
decreased your payments.
Your monthly payment will be decreasing to pay for the energy you’re
likely to use until your next annual review.
We’ve reviewed your account and will decrease your monthly payment to
£89.00. We’ve made sure this takes into account your current balance, what
you’ve paid so far and any changes to your tariff. Please send us your up to
date meter readings so that we can double-check that you’re paying the right
amount.
If you prefer to reduce the monthly amount you pay, you can make a one-off
payment of £26.23 – this is your current outstanding balance. If you pay this
within the next 10 days your monthly payment will be reduced to £86.00. The
easiest way to do this is through the npower app which you can download at
npower.com/app
We’ll review your payments every six months to help you keep them on track
to pay for the energy you’re using. If you prefer, you can check this yourself
online throughout the year. Visit npower.com to activate or login to your
online account.
Could you pay less?
Did you know that you may be able to bring the cost of your energy down by switching to a different tariff? There’s lots of information and support about
this online at npower.com/cheapesttariff
Thank you for being an npower customer.
Yours sincerely
Chris Thewlis
Customer Services Director"

 

 

From 1 February 18 they decreased my payments to £89

 

Balance from your last bill on
18 December 2017 £26.23
Your payment on 02 January 2018 £127.81
Cost of energy you’ve used £112.16
Your account balance £10.58.

 

Balance from your last bill on
10 January 2018 £10.58
Cost of energy you’ve used £318.68
Your account balance £329.26

 

Latest meter readings
Gas 24 April 2018 Your reading 28623
Electricity 24 April 2018 Your reading 84366

Balance from your last bill on
16 March 2018 £329.26
Cost of energy you’ve used £2,069.78
Your account balance £2,399.04

 

The meter is inside the house.

They did not contact me to obtain meter readings.

 

 

[dx100uk]

then they can't charge anything outside of 12mts from their demand letter requesting payment of anything.

 

[Sophie14]

11 minutes ago, dx100uk said:

then they can't charge anything outside of 12mts from their demand letter requesting payment of anything.

 

Ok. How do I put that into a letter please.

 

So from what date would that be?

24 April 2018?

Edited April 21, 2020 by Sophie14
Added