Npower goes down in my estimation over bill readings

I sent final readings when I moved, but it ignored one of them for it’s own higher estimated figure

When I moved in July I gave gas and electricity readings to npower. The electricity reading was significantly less than npower’s previous estimate, while the gas reading was higher.

However, the final electricity bill used the estimate, which was higher than the supplied reading, while the gas bill went with the meter reading, which was higher than the estimate.

This statement showed I was in credit by £37.99. I advised npower that I was due a bigger refund because it had overestimated my electricity. In response I received a bill for £270. It then admitted it had made a mistake… and instead issued a bill for £265.64. On all three bills the amount charged for the same electricity usage was different. In October a fourth bill arrived for £157.81. In vain did I repeat that it was npower which owed me money.

I’ve spent days on the phone but have got nowhere. SL, Malpas, Cheshire

Npower attempts the excuse that your meter has been changed, which it hasn’t, and then claims your meter was incorrectly identified in 2012.

Now it says the meter details hadn’t been updated – that is to say it apparently hadn’t got round to recording your final electricity reading, although it managed to with the higher than predicted gas one. It has refunded you the overpayments plus a goodwill gesture.

Contributor

Anna Tims

The GuardianTramp

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