Gas/electric Bill

[themalster]

Apologies if posted in the wrong section.

Last April, I moved back to my house after renting it out for 6 months.

Having previously been with nPower, my tenant changed supplier for gas/electric. When I moved back, I changed back to nPower. They advised me that there was an outstanding balance, which I was unaware of but paid anyway. I then gave my bank details so I could set up a direct debit.

A couple of weeks later, they took the money from my account and as far as I was concerned the direct debit was set up.

Today, I got an email from them saying that my bill was £1057.

Now I don't do online banking so like I said as I had given my details, everything for me was in order.

I called them today to discuss this bill and a complaint has been filed. The women admitted that it was an error on their part and the DD wasn't set up. They offered me an extended payment plan over 24 months and a £25 credit.

I refused this straight away.

I am awaiting their stage 2 complaint people to call me in the next few days as I told them I will be taking this further. I'm not looking to scam them at all, but their offer was unacceptable.

Has anyone been in this situation before?

Any advice would be greatly appreciated.

[factor-fiction]

Presumably you have still got the money in your account that you thought you had been paying each month

[factor-fiction]

Did you receive any statements in this 10 month period?
If the extended payment plan includes no interest charges I think it's a fair offer, especially a sit includes a one-off compensation payment. There's no harm in asking for more I suppose but if I were the energy company I'd say no.

[themalster]

I received 4 letters in that period advising that my price was frozen. That's all I received. To be honest, I never even thought about paper bills because I'd signed up to to it online and again, never received any emails. First one I received was today!

[themalster]

Also she admitted it was an internal error not mine. They had my bank details and took out the outstanding amount back in April last year. Like I said, I'm not here to scam anyone. I've always happily paid my bills. But personally, their offer was not acceptable. Even the woman I spoke with agreed she would be as unhappy as I am!

[factor-fiction]

Good luck. I submit my readings monthly and study my bills carefully each month to make sure my direct debits are not too high or too low and that my consumption is not out of line with what we know we can afford, so I've no experience of your situation.

What do you think would be a fair outcome, themaister?

[boxtops]

I'm not clear why you didn't challenge the original balance they told you was outstanding - was that for the period before the tenants changed suppliers? - I hope you queried it. I don't understand either why you didn't realise that you weren't paying each month!

[themalster]

The original balance was an outstanding amount that was genuinely forgotten. And my tenant rarely passed on any post that missed the redirection I'd set up.

I was happy to pay it and also a little embarrassed as it was a genuine mistake on my part. I didn't realise because I don't have online banking - something I have now rectified - and just assumed money was being taken out like all other DD's I have. No notification via post or phone either, like a warning letter, despite the fact they had my address. If you fall behind, don't they hassle you??

[black_cat51]

you must be rich if you didn't notice an extra 100 in your account every month!
I personally think it's a good offer too

[themalster]

To be fair, I barely check my account. Which I know is stupid.

But had more important stuff going on so it didn't cross my mind.

[black_cat51]

i know it's annoying, but i suppose at the end of things, you used the power, but haven't paid. One way or another you are going to have to pay and over 2 years sounds like a good deal to m e

[Old_Geezer]

In fairness I rarely go through my statements with a fine tooth comb either. If it looks about right my time is more important. Interestingly I did check the last one as I'd not done very well that month, and I'm now querying a gas bill I seem to have settled twice ! Once by cheque, the other by them grabbing the cash using my card details. That said, apologies but I've never been in your situation. Best of luck with it: but what was considered unacceptable about the extended payment plan ? I didn't read that you queried you owed them.

[themalster]

I guess I am at fault, however, the fact that they had taken my bank details, taken the outstanding amount and 'confirmed' that my DD was set up (and even had the complaint team staff member admit this was their error) to me shows that it was in no part my error. I gave all the details as they asked and in good faith gave them the details. If they didn't use those details correctly, that is an internal issue.
I'll have to wait for them to get in touch.

[black_cat51]

so what would you like the outcome to be? I can see it's their error, but if the outcome you want is 10 months free power, forget it.