Profit or Loss? Stark Differences Victims of Npower’s Bad Billing Face

Npower’s customer services have not been stellar in recent years, and people have faced many issues while under the Big Six energy supplier’s service.


Skyrocketing energy bills are a common complaint that Npower customers have experienced with the firm. Some people have even fallen into debt for thousands of pounds due to billing errors and other mix-ups.


Overcharged homeowner


Npower customer David Redfern’s energy bill went from only £60 per month to roughly £500 without knowing the reason for the increase.


The investigation caused him to be locked in a dispute with the firm, which also prompted him to keep paying his energy bills in fear of losing electricity on his three-bedroom home in Newthorpe, Notts.


Two and a half years later, David’s case was found to be an overcharging incident by Npower. After his case was resolved, a £20,000 credit was placed into his account.


David had his meter replaced, which lowered his bills from an astounding £478.89 per month to only £48, a £430 slash from his dual fuel energy bill.

Based on calculations, the £20,000 credit will save David from paying 33 years’ worth of energy bills. However, the stress caused by the incident has left him trying desperately to cut his power consumption. He and his partner’s living habits changed dramatically, which led him to warn others who could have been wrongly billed as well.


David, an online marketing expert, relayed how he kept fighting for his right while also carrying the costly monthly payments to ensure that he continues to have uninterrupted power at home.

The customer assumed the high energy bill was due to their hot tub, or even the rising energy prices. He decided to change every lightbulb with LED and avoided using any electricity as much as possible.


David believes what happened to him could be happening to someone at the same time, and he was fortunate enough to be able to manage his payments. However, other people will not have the same capacity, which makes the situation unfair to anybody.


On his Twitter account seo77, David posted his frustration regarding the Npower, which earned 4,000 retweets on the platform.


Based on figures presented by, the average monthly energy bill for medium-sized houses stand at £89, which typically comprises 3,100 kWh electricity use and 12,500 kWh gas use.


Npower apologised for the incident and has since rectified the situation that led to the £20,000 credit on David’s account.

Unnecessary burden


Another unfortunate case involves an 85-year-old pensioner who has dementia who was hit with a £9,663 energy bill because of Npower’s new billing system. Kenneth Horton did not receive any bill for nearly two and a half years, only to be surprised by the extortionate sum.


Worried about the consequence of missed payments, the elderly forked out his life savings to pay for the bill.


Npower stated that the bill was backdated from September 2014.


Kenneth’s relatives were shocked and enraged to learn about the situation. After complaining to the company, the customer’s bill was reduced to £3,000 and was paid for already. However, the family tapped the ombudsman to look into the matter and get a portion of the money back.


Mark Jackson, Kenneth’s relative, chased Npower after the pensioner was not able to get quarterly bills for 23 months. He expressed his shock that an energy company would send a bill of that amount without contacting the customer about it first.


An investigation led to Npower reducing £5,966 from the energy bill, leaving £3,697 to be paid by the senior. The firm further slashed it to £3,000 as a sign of goodwill.


Like David Redfern, Kenneth and his family wondered whether other people had had similar experiences with Npower. They relayed how horrendous it was to see such a massive energy bill, which took a toll on their health, especially Kenneth’s. He had to shell out his savings and pension to pay the amount.


Npower was contacted for an explanation and said that the problem arose from four supplies existing in the property. The account was re-billed based on current meter readings, which cut down more than half from the previous billing statement.