If we need to change your monthly payment, we'll always give you at least 10 working days' notice before taking the new amount. The same applies for paperless billing - if we need to change your payment amount, your online bill will include this information. We'll also include a special note in your email: "Important: There’s additional information on this bill which you should take the time to read as it may affect the payment amount or due date." If this wasn't the case, please let us know.
Even so, I have to say, that does sound like a huge change to your payment amount? We review your payments every six months to make sure that what you're paying accurately reflects what you're using, and to ensure your account isn't in debt or building up a credit. It could be that your payment amount is out of sync with your actual energy use because we haven't had an actual meter reading for some time? If this is the case, you can help us by sending in your meter readings online at www.npower.com.
If you have been sending us regular meter readings, contact us again and we can look into this further for you.
