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  • FIRST POST
    • Lucinda2910
    • By Lucinda2910 3rd Oct 16, 9:10 AM
    • 2Posts
    • 0Thanks
    Lucinda2910
    Switching to Npower - problems
    • #1
    • 3rd Oct 16, 9:10 AM
    Switching to Npower - problems 3rd Oct 16 at 9:10 AM
    Hi,

    I moved into my new property mid July this year and after searching for a new supplier I decided to switch from EDF to Npower. In August Npower sent me an online letter stating my electricity and gas were both being switched mid August. My gas in particular was due to switch on the 19th of August. I supplied an accurate reading for both, with my gas reading being 26. At the end of August i got my final bill from EDF with accurate readings and paid immediately, therefore as far as I was concerned my account was switched and my old supplier was paid and all was sorted. Then, at the beginning of September Npower emailed me with a request for another gas reading... having supplied it only a few weeks earlier for my final bill. I went to online chat and asked why did they need another reading... the guy simply said all was ok, they were simply updating my gas account and they had my gas reading of 26 from August and it was being worked on, so no new reading was required. Ok, so I left it at that.

    Then, out of the blue, EDF (old supplier) sent me a second 'final' gas bill. This time to cover from mid August to early September, it was also using an estimated reading which was much higher than what my actual reading would have been at the beginning of September. I thought I best check with Npower first, so I went online and noticed an additional note in my account activity saying my gas supply actually started two weeks later than thought. And they had NO record on my Account of my gas readings I had supplied, despite online chat confirming with me they did have them!

    I then emailed EDF to explain that Npower had obviously delayed my start date for gas by 2 weeks and even though I queried why they needed another's reading at the beginning of september they assured me they had my accurate readings, I told EDF it was inaccurate and what the actual reading would have been. However, they emailed back saying I still had to pay it as Npower had agreed that was my reading (even though it wasn't) and their solution was to wait for my meter to get to the higher reading and then tell Npower my reading! We hardly use any gas, so that could take months! Plus I don't want to pay for gas I haven't used.

    Where do I stand? Npower screwed up and EDF want paying the higher amount, no matter if they now know it's wrong.
Page 1
    • GingerBob
    • By GingerBob 3rd Oct 16, 10:00 AM
    • 3,046 Posts
    • 1,288 Thanks
    GingerBob
    • #2
    • 3rd Oct 16, 10:00 AM
    • #2
    • 3rd Oct 16, 10:00 AM
    Is it too late to back out of the move and revert to EDF? With npower there's every chance you're lining yourself up for years of billing misery - and it's even started before you're a customer. See the very many posts on here about npower customer service and billing problems. Maybe contact EDF and cancel the move?
    • teddysmum
    • By teddysmum 3rd Oct 16, 1:29 PM
    • 5,835 Posts
    • 3,442 Thanks
    teddysmum
    • #3
    • 3rd Oct 16, 1:29 PM
    • #3
    • 3rd Oct 16, 1:29 PM
    Email Executive Complaints and ask someone to call you. They are very good about contact and the person calling will be more informed than a general call centre bod.
  • nPower company representative
    • #4
    • 4th Oct 16, 12:23 PM
    • #4
    • 4th Oct 16, 12:23 PM
    Hi,

    I moved into my new property mid July this year and after searching for a new supplier I decided to switch from EDF to Npower. In August Npower sent me an online letter stating my electricity and gas were both being switched mid August. My gas in particular was due to switch on the 19th of August. I supplied an accurate reading for both, with my gas reading being 26. At the end of August i got my final bill from EDF with accurate readings and paid immediately, therefore as far as I was concerned my account was switched and my old supplier was paid and all was sorted. Then, at the beginning of September Npower emailed me with a request for another gas reading... having supplied it only a few weeks earlier for my final bill. I went to online chat and asked why did they need another reading... the guy simply said all was ok, they were simply updating my gas account and they had my gas reading of 26 from August and it was being worked on, so no new reading was required. Ok, so I left it at that.

    Then, out of the blue, EDF (old supplier) sent me a second 'final' gas bill. This time to cover from mid August to early September, it was also using an estimated reading which was much higher than what my actual reading would have been at the beginning of September. I thought I best check with Npower first, so I went online and noticed an additional note in my account activity saying my gas supply actually started two weeks later than thought. And they had NO record on my Account of my gas readings I had supplied, despite online chat confirming with me they did have them!

    I then emailed EDF to explain that Npower had obviously delayed my start date for gas by 2 weeks and even though I queried why they needed another's reading at the beginning of september they assured me they had my accurate readings, I told EDF it was inaccurate and what the actual reading would have been. However, they emailed back saying I still had to pay it as Npower had agreed that was my reading (even though it wasn't) and their solution was to wait for my meter to get to the higher reading and then tell Npower my reading! We hardly use any gas, so that could take months! Plus I don't want to pay for gas I haven't used.

    Where do I stand? Npower screwed up and EDF want paying the higher amount, no matter if they now know it's wrong.
    Originally posted by Lucinda2910
    Hi Lucinda2910

    Thanks for your post.

    It's the new supplier's responsibility to agree the transfer readings with the old one - in this case it's us. If it's incorrect, please get in touch using the details on our profile page with your current readings and we'll re-estimate the start readings, or check these against any readings you've provided previously.

    With regards to the transfer, depending on your supplier it can take 14 days in a cool off period, then between 3 days and 3 weeks to transfer over. When this happens, a lot of data is transferred between the two suppliers and the national database, so companies need to make sure it's all sent correctly before the account is set up or closed fully. It may be the case that there was a delay with this data, or that you're supplied by an Independent Gas Transporter (IGT) which means there can be additional information to send which can add to the timescales.

    We're happy to check if you can send us as much information as possible.

    Kind regards

    Jess
    Official Company Representative"
    I am the official company representative of nPower. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    If we ask you to contact us, please do so using helpandsupport@npower.com - MSE Forum has temporarily allowed the display of our contact details in our signature due to a technical issue with our profile
    • D_M_E
    • By D_M_E 4th Oct 16, 2:14 PM
    • 684 Posts
    • 21,836 Thanks
    D_M_E
    • #5
    • 4th Oct 16, 2:14 PM
    • #5
    • 4th Oct 16, 2:14 PM
    Where you dispute the readings agreed between the suppliers you need to get on to your new supplier and raise an ARD - Agreed Readings Dispute - and get them to sort it out.

    This basically means that they will ask you to do readings a week apart to get an idea of your usage and maybe the old supplier will send a new bill.

    Once the ARD has been raised tell the old supplier and they should hold off collection attempts until it's been resolved.
    • Lucinda2910
    • By Lucinda2910 5th Oct 16, 8:19 AM
    • 2 Posts
    • 0 Thanks
    Lucinda2910
    • #6
    • 5th Oct 16, 8:19 AM
    • #6
    • 5th Oct 16, 8:19 AM
    Hi,

    Thanks to everyone for your very helpful responses.

    In response to Jess of Npower. I contacted Npower on Monday morning about the error, as EDF are saying they cannot change it a their end due to it being less than a 37 unit discrepancy. EDF are expecting me to pay up and then not pay Npower until I reach that higher reading, which all seems a bit complicated and messy to me.

    Anyway, your Npower representative said she would notify EDF verbally of the correct reading of 27 and EDF should then issue me with a new correct bill. Sounds very straightforward and I really hope they do this. Is this possible? I am only wondering as EDF seemed to think my bill was done and dusted and I would simply have to pay the higher amount. Can EDF now issue a new bill now Npower has said they will supply them with the correct readings?

    We use very little gas, only about a unit or two a month, so it would take many months to get us up to the higher reading!
    • stevegrass777
    • By stevegrass777 10th Oct 16, 12:19 AM
    • 53 Posts
    • 21 Thanks
    stevegrass777
    • #7
    • 10th Oct 16, 12:19 AM
    • #7
    • 10th Oct 16, 12:19 AM
    Npower are full of promises and in my opinion deliver nothing but incorrect bills and misery .
    Leave them before you get in to deep,with False promises and permanent billing problems,they really aren't worth it.
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