calling other npower customers.
Discussion
Can you make any sense of the statements and bills they send?
I gave meter readings Dec 12 and Feb 2
My latest statement shows a gas bill based on the Feb 2 customer reading.
But the electricity bill is purportedly also for energy use up to Feb 2 but uses the Dec 12 customer reading and calls it their estimated reading.
Therefore they have reduced my monthly payment amount as obviously they think I have not used any electricity through second half December and all of January. So the account is in credit.
Thank Christ that I am keeping track of it on an excel sheet and know that not actually getting in arrears.
British Gas were idiots but this lot! Screw me sideways with a bare bodkin against the wash house wall, can't wait to get shut of them.
I gave meter readings Dec 12 and Feb 2
My latest statement shows a gas bill based on the Feb 2 customer reading.
But the electricity bill is purportedly also for energy use up to Feb 2 but uses the Dec 12 customer reading and calls it their estimated reading.
Therefore they have reduced my monthly payment amount as obviously they think I have not used any electricity through second half December and all of January. So the account is in credit.
Thank Christ that I am keeping track of it on an excel sheet and know that not actually getting in arrears.
British Gas were idiots but this lot! Screw me sideways with a bare bodkin against the wash house wall, can't wait to get shut of them.
mgtony said:
Is this one of their new style bills titled "We've made our new bills easier to understand"? 
YesTonyHetherington said:
I've kept my own detailed log of my use, and know how much I owe them (and have that set aside). Because they "can't" bill me they keep taking DD, then refunding because my account is something like £200 in credit.
Exactly this. I've now received "two" bills in the 4 months that they have been supplying me. One of those "bills" was cancelled and credited back to my account because I was so much in credit, even though according my records I was owing them a small amount. This was because they took the first DD payment two months after the supply started.NPower said:
Say goodbye to estimated bills by sending regular meter readings online.
So in 4 months as a customer, I've had two manual direct debit reassessments, possibly a third as they have just adjusted the DD again. Two bills, one bill reversal, and it's only my excel worksheet that knows its arse from its elbow.carreauchompeur said:
Oh no, I so regret switching to them last Oct. I'd initially switched to EDF, who were great and quickly sent out confirmations, etc but decided I wanted the longer fix.
Utterly useless. Still haven't switched both utilities over- realised in late Feb that only electricity had come over and that gas was still in limbo. I've lost half the cash back I was due as they had switched a random property to them rather than my gas meter.
Still haven't been asked for an electricity reading despite the switch happening in Jan and it now nearly being April- it's still on an estimated takeover reading which at least is the same from my old and new suppliers. I'll probably just give them that if they ever ask.
f
k knows when he gas will be switched, or when they might want a reading. Last time I called customer services estimated wait time was 45 MINUTES so I now always go for the "new customer" option then ask to be put through.
They do seem like an electricity supplier who also sell gas because they think they should to attract more electricity customers but haven't really got their hearts in it. Utterly useless. Still haven't switched both utilities over- realised in late Feb that only electricity had come over and that gas was still in limbo. I've lost half the cash back I was due as they had switched a random property to them rather than my gas meter.
Still haven't been asked for an electricity reading despite the switch happening in Jan and it now nearly being April- it's still on an estimated takeover reading which at least is the same from my old and new suppliers. I'll probably just give them that if they ever ask.
f
k knows when he gas will be switched, or when they might want a reading. Last time I called customer services estimated wait time was 45 MINUTES so I now always go for the "new customer" option then ask to be put through. The way my Mrs describes it is the way that her Sainsburys manages the restaurant. They have a cafe because some customers like it, but they manage it and resource it in a completely half arsed fashion because they are grocers and don't understand how to run a cafe.
Sadly the way they are treating her and her colleagues in the pharmacy is going the same way with people being pulled from the counter and dispensing to operate check outs. Thus you get long queues at the counter and the poor pharmacist and anyone left behind are run ragged.
On the question of call waiting times I don't bother any more just put in a call back request and eventually they do call back. Still useless at solving the issues but at least you aren't talking to John from Kolkata.
Going to be interesting when I eventually leave.
To be fair to them, even though their bills have been quite confusing, and there have been a couple of bills that have subsequently been subject to a reversal they appear to have settled down now. Last four / five months have made sense.
Due to a boiler change the monthly DD has come down 60odd quid a month and it will be interesting to see if that's enough should we have another cold winter.
Keep track every month and put the meter readings into Excel and calculate what I think the bill should be.
British Gas for all their faults were cock on. NP seems to make life difficult for themselves by having quite irregular billing frequency. They then make a cockup and have to ddo a bill reversal and try to get back on track the month after.
But there are some things where they do seem to be a bit dim. Certainly they made a horlicks of closing my daughter's account when she moved home. A final bill that wasn't actually a final bill as they hadn't calculated using the final reading. Then the Dd cancelled and they had to come begging for money three months later.
To be fair to them, even though their bills have been quite confusing, and there have been a couple of bills that have subsequently been subject to a reversal they appear to have settled down now. Last four / five months have made sense.
Due to a boiler change the monthly DD has come down 60odd quid a month and it will be interesting to see if that's enough should we have another cold winter.
Keep track every month and put the meter readings into Excel and calculate what I think the bill should be.
British Gas for all their faults were cock on. NP seems to make life difficult for themselves by having quite irregular billing frequency. They then make a cockup and have to ddo a bill reversal and try to get back on track the month after.
But there are some things where they do seem to be a bit dim. Certainly they made a horlicks of closing my daughter's account when she moved home. A final bill that wasn't actually a final bill as they hadn't calculated using the final reading. Then the Dd cancelled and they had to come begging for money three months later.
Well this could be interesting. Just submitted my monthly meter reading.
Except that since the last reading they have had Meter Plus round to change the meter.
Not that it was a particularly old meter but perhaps with a boiler replacement just over a year ago, a mild winter and decentish summer and autumn so far have been using less gas than expected when signing up for their supply. Maybe that's just tin foil hattery.
Anyway last month's reading was 5911 in 100 ft^3 and this month will be not much above 0001 m^3. No sign anywhere of them having registered the new meter so the tin foil hattery is expecting fun and games on the billing front.
Fortunately I have photos of old and new meters and the change. We shall see.
Except that since the last reading they have had Meter Plus round to change the meter.
Not that it was a particularly old meter but perhaps with a boiler replacement just over a year ago, a mild winter and decentish summer and autumn so far have been using less gas than expected when signing up for their supply. Maybe that's just tin foil hattery.
Anyway last month's reading was 5911 in 100 ft^3 and this month will be not much above 0001 m^3. No sign anywhere of them having registered the new meter so the tin foil hattery is expecting fun and games on the billing front.
Fortunately I have photos of old and new meters and the change. We shall see.
Well my situation is that my first reading submitted on the new meter has been deleted from their website.
As getting to the end of my fixed price deal at the end of next month, at which point would revert to standard rate at large increase, rang them up to resolve it.
They reckon they have it in hand but it seems to me, complete tin foil hat, that they are pissing about so that I miss the end of the next fix price deal that I can see on the website, the others result in huge increases. There's another they claim will appear in a day or so but nothing on there yet.
If I choose to move then will end up on several months of standard tarrif while the useless tarts sort it out, presumably all the while claiming that I owe them 5 grand so can't move, judging by reports from others.
Almost decided to suck it up and go with the current fixed price deal for another year. Get this sorted and blow them out during the year at the earliest possibility for two single supply deals which seems to be the way to go instead of dual fuel.
Arse.
As getting to the end of my fixed price deal at the end of next month, at which point would revert to standard rate at large increase, rang them up to resolve it.
They reckon they have it in hand but it seems to me, complete tin foil hat, that they are pissing about so that I miss the end of the next fix price deal that I can see on the website, the others result in huge increases. There's another they claim will appear in a day or so but nothing on there yet.
If I choose to move then will end up on several months of standard tarrif while the useless tarts sort it out, presumably all the while claiming that I owe them 5 grand so can't move, judging by reports from others.
Almost decided to suck it up and go with the current fixed price deal for another year. Get this sorted and blow them out during the year at the earliest possibility for two single supply deals which seems to be the way to go instead of dual fuel.
Arse.
Good luck with that. Hope it gets fixed.
On my own account
Good news is that this month's reading has stayed on the system rather than being deleted as an incorrect reading.
Other good news, at least it may be good news, is that after referring it up the monkey tree a couple of branches they've allowed me to fix for the next 12 months at a slightly lower price and with no early exit charge. Oh and at the same monthly payment.
Potentially bad news is that their system thinks that over the last two months I've used 450,000 cu ft of gas.
That's going to be fun when computer says no syndrome kicks in. Oh yeah.
On my own account
Good news is that this month's reading has stayed on the system rather than being deleted as an incorrect reading.
Other good news, at least it may be good news, is that after referring it up the monkey tree a couple of branches they've allowed me to fix for the next 12 months at a slightly lower price and with no early exit charge. Oh and at the same monthly payment.
Potentially bad news is that their system thinks that over the last two months I've used 450,000 cu ft of gas.
That's going to be fun when computer says no syndrome kicks in. Oh yeah.
Edited by FiF on Wednesday 19th November 17:06
FiF said:
Good luck with that. Hope it gets fixed.
On my own account
Good news is that this month's reading has stayed on the system rather than being deleted as an incorrect reading.
Other good news, at least it may be good news, is that after referring it up the monkey tree a couple of branches they've allowed me to fix for the next 12 months at a slightly lower price and with no early exit charge. Oh and at the same monthly payment.
Potentially bad news is that their system thinks that over the last two months I've used 450,000 cu ft of gas.
That's going to be fun when computer says no syndrome kicks in. Oh yeah.
Update. On my own account
Good news is that this month's reading has stayed on the system rather than being deleted as an incorrect reading.
Other good news, at least it may be good news, is that after referring it up the monkey tree a couple of branches they've allowed me to fix for the next 12 months at a slightly lower price and with no early exit charge. Oh and at the same monthly payment.
Potentially bad news is that their system thinks that over the last two months I've used 450,000 cu ft of gas.
That's going to be fun when computer says no syndrome kicks in. Oh yeah.
Meter reader came round took the meter reading and the one off the label of the old meter reading when it was removed.
According to npower website I've not only used 450,000 cu ft in October but 550,000 cu ft in November. Must be about 7,000 pounds worth of gas. Bill due 6th December. Awaited with interest.
So time for another update.
Been sending readings every month, each time it says, this isn't what we expected, please check, so confirm it's correct, at which point somebody may contact you to discuss.
Review date and bill dates keep getting rolled out.
Just had a text to say coming to read meter later this week.
So gave them a call.
NP It's all in hand, you contacted us yesterday.
Me Nope.
NP Oh it's got a note on the aount, but it's all in hand and being sorted.
Me What's being sorted?
NP Errrrrr
So it turns out that the system for them recording the presence of a new meter, the new serial numbers, and end / start readings of the meter has completely fallen down.
NP Question, have you checked if we've got the right meter reading on our system?
Me how can I do that?
NP It's on your bill.
Me Seeing as you haven't sent me a bill since June 2014 and that was months before the meter change, how can I check if the new meter serial number is correct in your system. Let's check it now then, I've got the numbers
NP Proudly Your meter number is xxxxxxxxxx.
Me Yes that's the electric meter don't have a problem with that. It's the gas that's the issue.
NP OK will find your gas meter number
Loooooong wait.
NP Gas meter is yyyyyyyyyyy
Me That's the old meter, taken out Sept final reading zzzz
NP Oh
Dear God, I've just gone through it all again, given all readings again, new and old meter numbers and readings and feel that it's talking to someone that basically is going through the motions of comforting noises but just wants you to feck off and stop bothering them.
Really not good enough by a country mile. useless gits. looking forward to another cock up inspired by their meter reader again.
Been sending readings every month, each time it says, this isn't what we expected, please check, so confirm it's correct, at which point somebody may contact you to discuss.
Review date and bill dates keep getting rolled out.
Just had a text to say coming to read meter later this week.
So gave them a call.
NP It's all in hand, you contacted us yesterday.
Me Nope.
NP Oh it's got a note on the aount, but it's all in hand and being sorted.
Me What's being sorted?
NP Errrrrr
So it turns out that the system for them recording the presence of a new meter, the new serial numbers, and end / start readings of the meter has completely fallen down.
NP Question, have you checked if we've got the right meter reading on our system?
Me how can I do that?
NP It's on your bill.
Me Seeing as you haven't sent me a bill since June 2014 and that was months before the meter change, how can I check if the new meter serial number is correct in your system. Let's check it now then, I've got the numbers
NP Proudly Your meter number is xxxxxxxxxx.
Me Yes that's the electric meter don't have a problem with that. It's the gas that's the issue.
NP OK will find your gas meter number
Loooooong wait.
NP Gas meter is yyyyyyyyyyy
Me That's the old meter, taken out Sept final reading zzzz
NP Oh
Dear God, I've just gone through it all again, given all readings again, new and old meter numbers and readings and feel that it's talking to someone that basically is going through the motions of comforting noises but just wants you to feck off and stop bothering them.
Really not good enough by a country mile. useless gits. looking forward to another cock up inspired by their meter reader again.
dazwalsh said:
You should receive your final bill in about 9 months time, usually a "wtf how can it be that expensive" bill that they have plucked from their arse.
Alternatively as when no 1 daughter left her flat at the end of uni. Given correct final reading. NP Here is your final bill and a cheque for 60 quid that we owe you.
Months later.
NP err we screwed up, you now owe us 54 quid.
So the latest episode.
They deleted all my and their readings of the new meter off my account on their website. Tell me they're sending someone out to read the meter.
Give them a call to see what's happening and it clear they couldn't navigate their way out of a paper bag. Give them a defined period of time to sort it. Time expires nothing happening so initiated complaint on the lack of billing and poor responses.
They send me an annual summary which is a work of fiction. Later arrives a bill which is another load of tripe and when dig into it and back onto my account can see that they have now entered some completely fictitious readings of the old meter dated two months after it was removed.
Can see this ending up at ombudsman.
On the good side they appear to think I'm nearly 800 quid in credit as opposed to several grand in debt. Neither of those is correct, based on my readings currently the direct debit is about 100 or so behind actual usage.
They deleted all my and their readings of the new meter off my account on their website. Tell me they're sending someone out to read the meter.
Give them a call to see what's happening and it clear they couldn't navigate their way out of a paper bag. Give them a defined period of time to sort it. Time expires nothing happening so initiated complaint on the lack of billing and poor responses.
They send me an annual summary which is a work of fiction. Later arrives a bill which is another load of tripe and when dig into it and back onto my account can see that they have now entered some completely fictitious readings of the old meter dated two months after it was removed.
Can see this ending up at ombudsman.
On the good side they appear to think I'm nearly 800 quid in credit as opposed to several grand in debt. Neither of those is correct, based on my readings currently the direct debit is about 100 or so behind actual usage.
stuart313 said:
Dont know how complicated it is for you but I take each and every reading of both gas and electric once every month. I therefore know how many units I have used, I know the rate per unit I am paying and also how to work out the gas conversion and standing charge. I then enter all this onto a spreadsheet.
I know to the penny what each and every bill should be and if theirs doesn't match mine it doesn't get paid until it does. Even though it's a bit sad you need to make time to do things like this or you WILL have your pants pulled down by somebody.
This is what I do, though it's difficult to find out the accurate gas conversion ratio unless you have a bill, without that only possible to do an estimate. Can get close but not to the penny when they haven't provided a bill in a year.I know to the penny what each and every bill should be and if theirs doesn't match mine it doesn't get paid until it does. Even though it's a bit sad you need to make time to do things like this or you WILL have your pants pulled down by somebody.
But in essence with a spreadsheet and regular readings it's easy to keep track. So why do these muppets get it so wrong when it's their job?
But as you say it's sad that you have to do this and take time to protect yourself from incompetent organisations, e.g. DVLA. At one time people taking this amount of detail record keeping would have been laughed at as exhibiting OCD or similar but it's just common sense self protection.
The bill reversals are what screws it up. You have several for whatever reason presumably when Mr Arse rediscovers Mr Elbow it will be sorted out.
Update on mine, the complaints team are going to reverse my latest bill and then get the metering complaints team to sort it out.
But seeing as the metering team seem to think that a meter that actually went in Sept 14 with a reading of 0000 shows on their system as going in May 15 with a start reading of 1300+ , then that's going to be interesting. Obviously pointed out their error as being honest but if they decide to supply over 1300m^3 foc then I won't complain.
Update on mine, the complaints team are going to reverse my latest bill and then get the metering complaints team to sort it out.
But seeing as the metering team seem to think that a meter that actually went in Sept 14 with a reading of 0000 shows on their system as going in May 15 with a start reading of 1300+ , then that's going to be interesting. Obviously pointed out their error as being honest but if they decide to supply over 1300m^3 foc then I won't complain.
Finally a resolution.
To cut a very long story short as posted in another thread in SP&L have learnt some things.
Ringing up a customer advisor and saying you want to complain does not actually start a complaint.
Neither does filling out the online form, apparently.
Nor does filling out another online form updating the earlier complaint form.
Nor does actually calling up the complaints team number if you happen to end up with the wrong complaints team after going through their automated switchboard "Press 1 to shoot yourself in the face" malarkey.
No you have to end up talking to the correct complaints team apparently. If you don't you're fecked, as with a few notable exceptions they don't appear to talk to each other. Did you know that as I didn't. Because I had a billing problem I shouldn't have been talking to the billing complaints, nope should have been metering complaints team as the billing problem arose from a metering issue, which is what had been telling them all along. You'd think somebody would cotton on and tell you, or at least figure out and transfer you. This is finally what happened.
Anyway having figured this out, making it quite clear that I have the records to back everything up, including time and gps stamped photos of readings. Having got an agreed start date for the 8 week countdown when I could go to OFGEM if not resolved, THEN they registered the complaint and got their collective arses in gear.
Sorted out the metering and billing. Just the annual review of direct debit amount to do. But it's pretty near to spot on anyway as things stand.
Hopefully there will be no post script as they still got it a little bit wrong but frankly near enough and can't be arsed to carry on, plus they're doing themselves out of about 2 quid. No doubt will now get court proceedings over that. :sigh:
To cut a very long story short as posted in another thread in SP&L have learnt some things.
Ringing up a customer advisor and saying you want to complain does not actually start a complaint.
Neither does filling out the online form, apparently.
Nor does filling out another online form updating the earlier complaint form.
Nor does actually calling up the complaints team number if you happen to end up with the wrong complaints team after going through their automated switchboard "Press 1 to shoot yourself in the face" malarkey.
No you have to end up talking to the correct complaints team apparently. If you don't you're fecked, as with a few notable exceptions they don't appear to talk to each other. Did you know that as I didn't. Because I had a billing problem I shouldn't have been talking to the billing complaints, nope should have been metering complaints team as the billing problem arose from a metering issue, which is what had been telling them all along. You'd think somebody would cotton on and tell you, or at least figure out and transfer you. This is finally what happened.
Anyway having figured this out, making it quite clear that I have the records to back everything up, including time and gps stamped photos of readings. Having got an agreed start date for the 8 week countdown when I could go to OFGEM if not resolved, THEN they registered the complaint and got their collective arses in gear.
Sorted out the metering and billing. Just the annual review of direct debit amount to do. But it's pretty near to spot on anyway as things stand.
Hopefully there will be no post script as they still got it a little bit wrong but frankly near enough and can't be arsed to carry on, plus they're doing themselves out of about 2 quid. No doubt will now get court proceedings over that. :sigh:
Blue Oval84 said:
Pheo said:
Lotus Notes said:
My dear old Mum has now been threatened with court action from NPower solicitors..
NPower never used the gas reading provided by OVO Energy, but decided to use the electricity readings given at the same time.
They 'plucked a figure out of their arses' and billed her for the gas based on that. She still hasn't reached that usage even though we're 5 months down the line!
I've followed-up every letter with a phone call to their customer services and we still get here. I'm tempted to instruct a solicitor to deal with them and claim some costs.
I would try a letter before action threatening to counter suing them for harrassment aimed straight at their solicitors, with full explanation of the problem. Mention is your mother she is elderly etc.NPower never used the gas reading provided by OVO Energy, but decided to use the electricity readings given at the same time.
They 'plucked a figure out of their arses' and billed her for the gas based on that. She still hasn't reached that usage even though we're 5 months down the line!
I've followed-up every letter with a phone call to their customer services and we still get here. I'm tempted to instruct a solicitor to deal with them and claim some costs.
Bloody incompetent morons as far I can see from internets. Wouldn't touch with a barge pole.
They get 40 days to resolve to your satisfaction or else you can take it to the Ombudsman who will almost certainly rule in your mother's favour, NPower are bound by their decisions. It's free and is the process they will recognise, if you threaten legal action the CSA/Manager you write/speak to may not even appreciate the significance of what you're saying and it will be filed away in their pile of resolved complaints, they can't do that with the Ombudsman as each case is auditable.
My advice when you get through to the complaints section make it clear that it's potentially both a billing and a metering error and hopefully they'll put two and two together as they eventually did with me. Make it clear that you are making a complaint and get it referenced. You'll find that they then start communicating by email/letter, both in my case. Also make it clear about Ofgem and the 8 weeks. It's all very well being nicey nicey and sympathetic to the customer service mob as it's not their personal fault, just that they are working in a broken system.
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