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Npower Rip-Off


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#1 FLD

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Posted 18 November 2019 - 08:57 AM

Sooooooo,
I've been in my house nearly 2 years and I have an economy 7 electric meter. The 'night' part of the meter hasn't moved since we've been in. I never noticed as I just read the meter when asked and I don't make a note of the numbers.

NPower have just spotted it. They've wrongly said it's the day one that's not moving so have kindly removed all the readings from my account over the last two years and replaced them with an obviously higher estimate. Yay! They've then just taken 660 odd quid from my account without warning. They haven't corrected for the overnight readings. On the statements they've described it as 'read by nPower' when they've never been to read it.

Where do I stand on this? They have no evidence that I'm not turning the power off at night and the meter reading is accurate. Obviously the day one is right and they need a kicking. They also started sending me threatening emails saying they would break in to change the meter and charge me for the bailiffs to break in. No contact prior, just the nasty email. I called them to try to book in a replacement meter install and they had no appointments. Cue a more threatening email. :angry: Finally got an appointment. I'm obviously prepared to pay for power I've used, it's only fair, but their approach is far from that. Any thoughts?

#2 Madmitch

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Posted 18 November 2019 - 09:15 AM

Ombudsman!



#3 Zoobeef

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Posted 18 November 2019 - 09:17 AM

Does your day one continue to turn at night?

If so they've overcharged you and owe you money.

 

Only advice would be to continue to call them and try and speak to someone with an IQ higher than 5.



#4 FLD

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Posted 18 November 2019 - 09:30 AM

continue to call them and try and speak to someone with an IQ higher than 5.


Could be a challenge :D

I'll check the meter though, that's a good call.

#5 siztenboots

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Posted 18 November 2019 - 10:05 AM

take regular photos of the meter fully shown with serial # and reading

#6 techieboy

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Posted 18 November 2019 - 10:07 AM

Yup, lodge a complaint with OFGEM about it. If nothing else, it'll cost Npower to have the ombudsman contact them.

#7 Ivor

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Posted 18 November 2019 - 10:25 AM

Write to their financial director,or
operations manager, say if he doesn't investigate and report back within a reasonable time you will use money claim on line (£25 cost which you can add to claim) to recover the money incorrectly taken from you. That way they have to defend an action in court which costs them also

Edited by Ivor, 18 November 2019 - 10:27 AM.


#8 Ivor

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Posted 18 November 2019 - 10:27 AM

I wouldn't bother with ofgen, they have trillions of similar claims, just go for the jugular via money claim on line, if you submit a claim via money claim on line, they only have 28 days to respond or you win by default

#9 FLD

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Posted 18 November 2019 - 10:42 AM

Wooo, I like the sound of that!

#10 techieboy

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Posted 18 November 2019 - 11:22 AM

Dealing with numbnut public complaints raised via Ofgem and forwarded on to us via the utility companies for evidential backup is unfortunately a weekly occurrence for us, as the energy companies are paranoid about complaints (usually accusations of misselling in our case) via Ofgem.

As it currently stands, it doesn't sound like the money has necessarily been incorrectly taken from you, it's just the opaque way they've gone about it and the threatening manner they've used.

Just follow nPower's complaints procedure then file a complaint with Ofgem. Ofgem will bill nPower £350 (from memory) just for the pleasure of contacting them - whatever the outcome. It'll also help increase the fine they get each year for their shite service. You'll need to be able to show a district judge that you've exhausted the complaints process anyway and the court will try and drive you down the mediation route first anyway (which you should take them up on as judges no-likey people who don't at least try first).

If you can bear it, complaining in public via their Faecesbook/Fcukwitter pages can also be useful to get things escalated. :wacko:

#11 slindborg

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Posted 18 November 2019 - 01:53 PM

As a rough rule of thumb, you use 40% of your energy on the night meter. if they just use the day reading from when you moved in, to now, then thats how much THEY owe YOU :D Winner.

 

They may be knobbers and charge you for a new meter but hey



#12 rob999

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Posted 18 November 2019 - 08:35 PM

My folks had a similar kind of issue with British Gas Matt.
They were horrendous and asked for a ridiculous sum of money even though it was their fault.

Ended up going via the ombudsman and it took a long time but eventually ended up on our side. Although BG still managed to show amazing fuckwittery post verdict too....

#13 FLD

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Posted 19 November 2019 - 08:46 AM

Little update...
Zoob is on it with the meter. Overnight it doesn't move onto the night rate (there's a little indicator pointing at which meter is in operation). The meter continues to register on the day rate and it does still go round. Having a small baby that's up every damn hour ( :angry2:) I have plenty of pictures.

#14 techieboy

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Posted 19 November 2019 - 09:16 AM

That's good news then as it makes the problem nPower's, assuming you're definitely on an Economy7 tariff and haven't reverted to some standard tariff by default.

#15 FLD

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Posted 19 November 2019 - 09:47 AM

I'm just on a standard tariff which would explain the use of only one part of the meter. However, it's the dual meter they're being funny about. Since the night one isn't used and the day one is still running the meter reading is right for what I've used.

#16 slindborg

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Posted 19 November 2019 - 11:53 AM

so in short, they can fcuk right off..

 

I thought though, to come off eco7 then you need a new meter as they "all" switch over regardless of address etc as its done on radio/line comms



#17 FLD

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Posted 19 November 2019 - 12:05 PM

Mines a proper 70's clockwork meter.

#18 FLD

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Posted 20 November 2019 - 04:23 PM

A little update.
Given my meter is logging all useage to the day rate nPower think they may have overcharged me. They won't however return the 600 odd quid they took from my account when they thought they'd under charged until they're certain.




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