@npowerhelp Riddle of meter point reference number

[tall Dave]

I moved into my house several months ago and

 

 

I changed gas supplier from NPower to First Utility as soon as I arrived.

 

 

The bills from First Utility showed a different meter point reference number (and a different meter serial number) than the previous bills from NPower.

 

 

After the first few meter readings I gave online to First Utility, they started refusing the readings.

 

 

I phoned them and they said they did not supply me.

 

 

I called the Xoserve helpline who told me I have two meter point reference numbers listed for the property

and one of them is likely obsolete.

 

 

When First Utility took over, they recorded the wrong MPRN

(I know because NPower's MPRN does indeed correlate to the meter serial number written on my meter).

 

 

My question is

- what is the chain of events.

 

 

How can First Utility start billing me and then stop (they've refunded the money now).

 

 

How does their system allow them to accept an obsolete MPRN

and then what triggers their systems to belatedly recognise that and stop billing me?

 

 

NPower continued to bill me because "their" MPRN had not been officially taken over.

 

 

A question for someone in the industry,

 

 

I guess.

[tall Dave]

Bitemarx,

I think I am experiencing the same thing.

 

 

NPower billing me although I moved into the house and switched to FirstUtility straight away.

 

 

I called the Xoserve helpline (they maintain a register of all meters and each meter is identified by a meter point reference number, which is NOT the meter serial number). Turns out First Utility messed up and took over an obsolete meter point reference number (some properties have more than one listed but only one should be active). NPower continued to bill me as "their" MPRN had not been taken over. First Utility refunded me.

I'd suggest you call Xoserve to check the listed MPRN(s) for your property. NPower and EDF can also tell you which MPRN they have for you and these SHOULD normally be the same as you only have one meter,

good luck

[citizenB]

Send a formal complaint to Npower's Head/Registered office. Head your letter Formal Complaint.

 

They have up to 8 weeks to resolve your complaint if they wont or cant resolve this, then you will be able to make a complaint to the Ombudsman. You should not speak to them on the telephone. Send your complaint using a tracked mail service and print off the receipt from the Royal Mail Website.

[citizenB]

Spoke with them yesterday and they have confirmed that this will take some time and have advised me to disregard any bills or correspondence in the future. Do I need to get this in writing from power?

 

IMHO, I would send a letter to them along the lines of..

 

 

Dear Sir or Madam

 

Reference my telephone conversation with (NAME) your representative on DATE.

 

This in connection with your incorrect billing for my electricity supply.

 

I have repeatedly advised you that my supplier is EDF and not Npower.

 

Your representative has advised that I should ignore any future correspondence or billing from yourselves - I would just like to ensure this advice has been recorded and that I will be receiving a written apology from Npower for the stress and inconvenience this has caused.

 

Yours etc.