Started switch process before Npower price increase...

Terrylw1

Since its a unilateral change you have to be informed 30 days prior to increase and they have to let you go without penalty as long as your new supplier applies to take your supply within 15 days of you telling them you want to leave. The switch date can be later than 15 days though.

I don't know how this works where the switch means you are within those 30 days though as its not covered in the condition.

Terrylw1

chanz4 wrote: »

If you are switching to a fixed rate it shouldnt be effected, if not then it would be. I believe they are migrating to sap today fully. Also they have given you the same cooling off period all suppliers give with is 14 days

They are still behind on the SAP front.

chanz4

Terrylw1 wrote: »

They are still behind on the SAP front.

yes I believe so, I speak to them when in the field a lot. This is a reason people cant find out details until tues. Also not sure but if the op is complaining now the first thing people will see is a complainer. I believe like others they are also going to be offering products dependant on credit scoring and if caught stealing you will get nada

keith1950

I'm annoyed with nPower too. I joined them a year ago at the end of July. I was told I would get £100 cash back after 1 year. I still don't have it.

Hi, I switch every year and have found that with NPower I get the £100 annual discount after the 12 monthly direct debit has gone through.

I switched my mother to NPower last year, the switch took place in August 2011, I then switched her again this year to ScottishPower and the switch took place Mid September and the annual £!00 discount was applied to the final bill.

Personally I wouldn't not call it a cashback because the money isn't paid into your bank account, it's only deducted from your outstanding balance.

Sugardonut

chanz4 wrote: »

yes I believe so, I speak to them when in the field a lot. This is a reason people cant find out details until tues. Also not sure but if the op is complaining now the first thing people will see is a complainer. I believe like others they are also going to be offering products dependant on credit scoring and if caught stealing you will get nada

I've every right to complain!! They have not communicated with me at all, or even told me to take final meter readings on Tuesday - i don't care if that makes me 'a complainer'. Also, what do you mean by stealing??

Terrylw1

chanz4 wrote: »

yes I believe so, I speak to them when in the field a lot. This is a reason people cant find out details until tues. Also not sure but if the op is complaining now the first thing people will see is a complainer. I believe like others they are also going to be offering products dependant on credit scoring and if caught stealing you will get nada

They are using SAP and have been in the call centres as a front end for years now but they have been migrating to the back end for over a year now and are still doing so.

Large batch migration can put any processing of overnight batches back but the staff can still see the accounts. The ones that migrate over that weekend may not show for the extra day though.

Sounds like their call centre are telling everyone the same as they don't know who's account will be migrated.

Sugardonut

Well, Npower have failed to call me back, and this is (according to EDF) my last day with EDF. Have no confirmation of this from Npower or what's happening about meter readings.

From my understanding of the energy made clear website (http://www.energymadeclear.co.uk/), i have a 7 day cooling off period from the day i receive contract info - i have never received this. Does this mean i can cancel with Npower without penalty?

Terrylw1

Sugardonut wrote: »

Well, Npower have failed to call me back, and this is (according to EDF) my last day with EDF. Have no confirmation of this from Npower or what's happening about meter readings.

From my understanding of the energy made clear website (http://www.energymadeclear.co.uk/), i have a 7 day cooling off period from the day i receive contract info - i have never received this. Does this mean i can cancel with Npower without penalty?

No, because if your switch date has passed and EDF raised no objection, you have been switched. To undo this would mean using the Erroneous Transfer (ET) process but Npower could easily block this as its not an ET.

There is still valid basis for a complaint about the switch though using Standard Licence Obligation (SLC) 25 which covers this scenario.

Suggest you have a read of this in the supplier .PDF's in this link to Ofgem's site.

http://www.ofgem.gov.uk/Licensing/Work/Pages/licence-conditions-consolidated.aspx

Your reading will just be Deemed by the new suppliers agent based on your consumption history. This is automatic if you don't get your reading there quick enough. However, you can ask your new supplier to get their agent to re-validate your switch using your reading if the Deemed one isn't close.

reddyman

Apparently they dont have email at the moment. These guys are a cowboy outfit...I want to cancel in my cooling off period, they say my order is not on the system yet due to backlog, but they cant send me an email confirming that I will be able to cancel once it is on the system as they dont have access to email! in this day and age, no access to email!!!!

Sugardonut

Thanks all for replies, worrying that so many are in the same boat. Disgraceful that one day they do not have access to customer records, then they do not have access to email!! I will wait the 8 weeks or so they have to reply to my email complaint and just go to Ofgem if no response. I'll set up a dd to my savings account for expected costs so hopefully when this all gets sorted i'm not in for a shock.