Helpdesk: Direct debit sparks hot dispute over estimating energy costs

This, to me, was unacceptable and without justification. I had written to npower several times advising that they stop taking the extra money from my account – monies which I believe are not rightly theirs. They refused and eventually, I suspended my direct debit plan in February (after they continued to take the higher payments).

As a result, npower refused to pay my £100 annual discount which incidentally was due in Feb 2012. I did, however, make a payment towards my account in Feb 2012 – one which I thought was reasonable of £60 as opposed to the £149 which they were requesting.

I arrived at this figure as npower had taken an extra £60 without my agreement. Therefore the £60 extra + the £60 paid in Feb 2012 equates to £120 - the original agreed direct debit amount.

I am now not due them any money, had they provided me with the £100 dual fuel discount. I have never defaulted on my account and have been an npower customer for more than 6 years.

To me, the increase to my direct debit was uncalled for and unsubstantiated and NOT justified.

And the latest bill cements my concerns as there is no monies due – had I continued to pay £30 extra each month, npower would have been rubbing their hands as they would have £360 of my money which does not belong to them.

I further accept had I been provided with substantial evidence that my energy useage had increased by 25 per cent then I could have come to an amicable agreement. Npower however, did not provide me with justified evidence for their increases, and therefore I refused to go along with the increase.

LK, Dundee

A: A spokeswoman for nPower said: “The customer’s payments were re-assessed from £119 to £149 based on his energy use for the next 12 months. If the payments were set any lower, it would not cover his on-going consumption and he could end up in debt. His request to stay on the Sign Online 20 tariff could not be actioned as the tariff ended in December last year, but we did offer him the similar Sign Online 24 tariff, as well as our Warm Home Discount scheme.

“As the customer cancelled his direct debit, we could no longer offer him the dual fuel discount. He believes that if we paid him the discount and left his direct debit at £119 he would have a zero balance, but as it stands he would have a debt of £172.94.

“We are keen to reach a resolution with the customer and will contact him this week.”

l If you have a consumer issue that you would like tackling, contact Claire Smith on 0131 620 8511 or e-mail [email protected].