The latest lies from NPOWER (and my reply - see first email):


I might remind you that you did NOT bill me correctly.

I have still to receive a bill for the second amount of £131.83 illegally kept because as such I have had NO bill (with period of time and usage upon it) through the post.

Kindly ensure that I receive one A.S.A.P.

Kind regards

Emily Gyde

--- On Wed, 1/9/10, Executive.Complaints@npower.com wrote:


From: Executive.Complaints@npower.com
Subject: Npower escalated complaint ref: 97621294
To: emily_gyde@yahoo.co.uk
Date: Wednesday, 1 September, 2010, 11:03


Dear Miss Gyde
As a member of the Executive Support Team at npower I have been asked to complete an initial review of your complaint on behalf of the Head of Customer Relations.
First of all please accept my apologies for the level of customer service you have received from our Executive Complaints Team. I appreciate that you have raised concerns with reference to the accuracy of the charges billed for your gas and electricity accounts and would like to confirm why we believe that we have billed you correctly for the energy you have used.
Following my review of your account I am aware that two complete rebills of your charges were undertaken on 30 July 2010. These revised statements replaced all previously issued bills and showed the charges from the start of your npower accounts. Your payments have been taken into consideration:
Electricity
7 December 2009 - £43.22
28 May 2010 - £61.74
Gas
22 March 2010 - £131.83
3 May 2010 - £81.51
11 May 2010 - £131.83
A third payment of £131.83 is shown on the revised bill however this was applied while we traced and located your original payment - this is shown as being transferred back off the account further down the second page as we had found and returned the payment made.
The electricity account was billed from 18 September 2009 using the reading of 15 and billed you up to 15 July 2010 reading of 928. We bill all electricity accounts using a two rate tariff which allows for 728 kWh per year to be charged at the higher units rate will all other charges billed using the lower follow on rate. The 728 kWh are spread out evenly during the year at 1.9945205 per day. As the period of the re-bill was 301 days this equated to 600.350 kWh to be charged at the higher unit rate. The remaining 313 kWh were billed using the lower follow on rate.
Gas charges are billed in a different way. We still have a two rate pricing structure however the maximum of 4572 kWh charged over an annual period are seasonally weighted as shown below.
Month Percentage per month Maximum Primary Units
January 19.3 882
February 19.3 882
March 5.94 272
April 5.93 271
May 1 46
June 1 46
July 1 46
August 1 46
September 1 46
October 5.93 271
November 19.3 882
December 19.3 882
-------
Total 100 % 4,572
I can understand that as there are two sets of meter readings shown on the revised statement that this may have confused the issue somewhat. However, I can assure you that the displayed charges are correct for the period billed (14 September 2009 reading 590 to 20 July 2010 reading 1290. The tariff used to bill the account is our standard tariff as we are unable to apply any of our restricted online tariffs without a live Direct Debit mandate in place - the SOL tariffs are payment method dependant and are also retracted to online account management and paperless billing.
I trust that the copies of these manually revised accounts (posted today 1st class) along with this email will confirm to your satisfaction that you have been billed correctly since the start of your account with us. Should any further issues remain unanswered please let me know - the reason for this is two fold. 1. I will need to feedback to David's manager if he has failed to respond to your concerns in the manner expected and 2. we are unable to issue you with a final response to your complaint until we are both certain that all avenues have been exhausted.
I am aware that you have been offered a goodwill gesture of £35.05 as a proposed resolution to this matter. I do feel that the offer made is fair but wish to be absolutely certain that there is nothing else we can do to help you further with your enquiries before I pass this escalation to the Head of Customer Relations for a final response letter to be issued.
You can reach me at this email address, by telephone on 08450 730861 ext 1198331 or by letter. I will take over the responsibility for this complaint from this point forward.
Kind regards
Emma Smith
Executive Support Team
npower
Tel: 08450 730861 ext 1198331
PO Box 177
Alnwick House
Cygnet Way
Houghton le Spring
DH4 9AQ
Office hours 8am to 6pm Monday to Friday
My normal working hours 8.30am to 4.30pm Monday to Friday

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