Problem with NPower Juice and PV installation

zeupater

bjohnson wrote: »

I meant to say that I sent the form to nPower on March 25th so they obviously received it a few days later. The Ofgem regs do actually say that payments start from when the form is received but they go on to say the FIT supplier can allow for a "reasonable postal delay" and I was later told that they allow five days.
The same thing happens when you supply the three-monthly generation meter reading. The letter from nPower said that if they didn't get the reading by June 25th I would miss the payment so I had to send it off on June 20th. You either miss five days payment or I suppose you could estimate what the reading would be five days later.

Hi

You should not estimate the reading and you will not miss any payment, it will simply be included in the next payment. I do not follow the logic regarding a 5 day postal allowance for the regular readings as this should only apply to the original application process due to a need to send signed contractual documentation & a copy of the MCS certificate. Surely you have the option to either e-mail or phone through the total generation meter reading ..... I phoned mine through yesterday, it took around two minutes from picking up the telephone to being given a payment due date .....

HTH
Z

bjohnson

zeupater wrote: »

Hi

You should not estimate the reading and you will not miss any payment, it will simply be included in the next payment. I do not follow the logic regarding a 5 day postal allowance for the regular readings as this should only apply to the original application process due to a need to send signed contractual documentation & a copy of the MCS certificate. Surely you have the option to either e-mail or phone through the total generation meter reading ..... I phoned mine through yesterday, it took around two minutes from picking up the telephone to being given a payment due date .....

HTH
Z

I don't think that nPower give an email option although I think that you can phone it in. The reason that I prefer to mail it is that I keep a copy in case it goes missing and nPower do respond with an acknowledgement that they have received it. By their own admission they are a bit overwhelmed with applications so who knows how often they check their email. If you send the reading late you miss it in the sense that you will have to wait another three months before you submit the next reading. In my case, being rich, that would be insignificant, but some people might like to have the money sooner:D

reeac

reeac wrote: »

With reference to fast payments, I'm the originator of this thread regarding npower and I sent in my first reading on 21st. May, had an acknowledgement dated 3rd. June but have yet to see the promised cheque. The rules say that the company will pay out between 30 and 60 days after the quarter ends so that should mean sometime this month. They certainly like to hang on to their cash!

I don't know if I'm supposed to quote myself but, anyway, I received the first payment cheque yesterday, 13th. July so hopefully I'm fully in the system now. I've started a paper file for cheque counterfoils.

bjohnson

I got my first cheque from nPower yesterday too and my meter reading was June 17th so that's not too bad, just under a month.

whitehedge

I'm beginning to suspect that the npower FITS team email address is connected to a broken computer and their snail mail is connected to a shredder. Unfortunately, escalating the problem through the main npower complaints procedure achieved precisely nothing, too; they just passed my complaint to the FITS team! All I can say is, not FITS for purpose

So ... I'm wondering if I should abort my npower FITS application, giving up about 3 months of summer generation ... at least that way I might get signed up to the scheme with the correct year and tariff level!

nPower

Hi whitehedge,

I'm really sorry to hear that you're having trouble getting in touch with our FIT team; I will get in contact with them and see what is happening.

In the meantime, do you want to pop your details over to forumresponse@npower.com and an outline of your query and I'll get this sorted for you?

Thanks

Sally

nPower

Hi whitehedge,

I was so concerned to hear about this that I spoke to the team who deal with this type of query to see if they are having any problems with their phone line or emails.

In response, Jennifer Hughes, our Product Portfolio Manager for Energy Services would like to offer her personal apologies to you:

"We are extremely sorry to read your post and we are exceptionally disappointed to have let you down in this way. We have had a sudden increase in applications which has meant longer response times than usual in getting back to emails, but this is no excuse and we have taken steps to rectify this situation immediately.

Please don’t abort your application! We will honour your application date so you won't lose out on any payments. Please send your full contact details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and we will get back to you straight away."

If you decide to go ahead, please keep me posted about how it is progressing.

Best,
Sally

whitehedge

Thanks very much for helping with this Sally, I received the terms and conditions by email yesterday and returned them immediately. Here's hoping the final part of the registration process goes smoothly!

Yut_Man

I am currently in the process of getting a solar system fitted but have great reservations about going with NPower. 3 months ago I transfered from EON to NPower for my dual gas and electric. The electric appeared to go okay even though 3 month later they still havent debited my account. The gas still hasnt been setup. I have sent them numerous e-mails and after 2 to 3 weeks they reply saying they are sorry and it has been sorted. await letter to follow. ( It never does). After phoning them they absolutely promised it was sorted and the letter was on its way. This was 3 weeks ago. I recieved a letter today stating they have had problems and would like my gas meter reading and to send it in the self addresses envelope provided. Well guess what there in no envelope and no address in the letter saying where they would like it sending. If they are not able to set up something as easy as a dual fuel bill (after 3 month I still have paid nothing for gas or electric) I havent a clue how they will manage solar. Have I been totally unlucky or are they this incompetent.

Note: There was a interesting piece on TV the other week where they went around NPowers customer service department wish I had seen this before I moved supplier. Deleting customers from there database seemed common practice.

med777

still waiting .
Install date 16/08/11. According to npower, completed application received 23/08/11 - tho they never acknowledged r'cpt. After emailing them got a reply dated 18/10/11 stating my application will be processed in 5 working days...........:rotfl:
we have already missed one payment deadline due to their chaos, next one not till December, and it this rate we will miss that one too !