A WOMAN has slammed an energy firm over the confusion surrounding her bill which she says has been causing her 'increasing anxiety problems'.

The woman, who did not want to be named, claims the issue began in April when she was paying a direct debit payment of £14 a month.

After she carried out a meter reading for the firm, and gave them the reading, Npower told her the power consumption had shot up and she owed them £147 in outstanding arrears.

While disputing this figure, the 56-year-old continued to pay £14 a month.

On Monday, (August 14), the matter looked to have been resolved when she gave them the latest meter reading, which seemed to have rectified the issue.

The resident from Church Meadow Court, Malvern, was told there had been error, so would only need to continue paying £14 a month.

But on Wednesday, (August 16), she had another phone call from Npower in which she was told there were outstanding arrears, so the monthly bill would need to rise to £25.

Complicating matters further the resident later checked her online account, which says payments had risen to £40 per month.

"I have become increasingly frustrated and distraught with the confusing messages and what the actual position is," she said.

"I have suffered from stress and anxiety over this - it is totally inexcusable.

"They offered me £10 compensation in credit. I felt insulted."

Malvern Town Councillor Clive Smith has taken up the case on her behalf and says the firm is "not fit for purpose".

He cited a customer satisfaction survey in January that showed Npower, which has offices in Bridgwater Road, scored the lowest of the energy firms for the seventh year running.

"There are loads of vulnerable people who get browbeaten by this," Cllr Smith.

"They cough up, they don't query it.

"Npower has an appalling reputation.

"The £10 compensation is a bit rich considering the stress she has been put through."

Cllr Smith said if the issue was not resolved the next step would be helping her take it to energy regulator Ofgem.

The Worcester News approached Npower for comment. They did not come back to us with a statement, but said that their records showed an incorrect meter reading had been amended, and direct debits reduced, which they believed had resolved the issue with the customer.