Problem with NPower

bebewoo

I spoke to npower yesterday. Their computer systems are completely messed up.
I rang them up in October to switch to them (typical, just before the hike), so I wanted to find out when they were taking over as it had been the requisite 6 weeks. They had no records of transfer request or of me because they are transferring all of the data into their new computer system.
The person on the telephone said that they were hoping to get their computer systems sorted by the end of the year, and my information may or may not be on the systems when they are done.
Can't wait that long, (I must get away from Spark Energy) so I told the telephone operator that I was going to try to transfer to a different energy supplier instead, she agreed that was probably going to be quicker.

onthehill

<DIAMOND 78>

Just wanted to know if anyone had any luck with NPower? I emailed the gentleman who posted on here to help customers and received a promt reply. I then received an email from head office and emailed back with the details requested. That was more than two weeks ago and still haven't heard back. I emailed head office again but still no reply.

Any suggestions?

<END OF QUOTE>

I am afraid that to me, a fellow npower sufferer of their appalling (and fined to little good effect it seems) complaints procedure that tells you all you need to know about npower and about the motives of that npower person offereing to help. You continually find people who appear to be helping and appearing to sort the chaos out, and asking you to resend everything (!) and repeat everything until they disappear and pass you onto someone else who will very likely contradict what you have been told by the others.

The only safe thing is to not get involved with npower - take my word for it folks - their record speaks for itself.

Did this mysterious npower person ever reappear on the forum?

bebewoo

I think it's probably best for everyone to avoid npower till they get their computer systems fixed.
The reps can't even find out information from their systems, the data seems to appear and disappear at random, so if you ring today they may find your details, but tomorrow they'll be gone or incorrect again.

TheSilentOne_2

I wouldn't hold your breath on the new system being fixed soon. British Gas used the same system years ago and then sued the makers (See quote).

British Gas has served a writ on Accenture for £182 million, over a billing system which it said had “fundamental errors”.

The utility said the Jupiter system, which cost £300 million and which rolled out in 2006 to 2007, was problematic and resulted in issues that “severely impacted” on its customer service department.

You would think if you are spending £300 million on something that it would function.

onthehill

Interesting post from you two folk following mine.

Matches my experience exactly. I've been told stuff isn't there, including my complaint itself several times.

I've then spent ages talking through what they have got and resent it all - then they sometimes appeared to find that stuff was on the system from before. Well that's what they told me.

Of course npower is ultimitely responsible for its systems as they interface with the customer.

They still appear to be looking for my complaint three weeks after it was sent. And it's been sent twice by post and several times by email.

Should they maybe invest in a job lot of shoe boxes for filing?

As folks say, it's chaos. The reasons hardly matter. Stay away from them is my advice.

I've also been sent a hard copy letter from their Customer Services Director which relates to a serious matter in hand and doesn't even have a date on it!

methinks they should sort the paperwork and middle-school letter writing out out before they try to get clever with computer systems.

25.6_Pre-contract_oblig

Hi onthehill,

I share your frustration.
It is good that you are posting: it adds to the evidence that there are serious issues at npower.

I have being trying to document what I believe is a 'systemic issue' with npower's 'new system'
in the thread:
Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611

In Post #71
https://forums.moneysavingexpert.com/discussion/comment/57465143#Comment_57465143
I referred to this thread.

Feel free to add your evidence to that thread.
It will, potentially, assist Ofgem as they assess whether the evidence I have provided
is a 'isolated case' or, as I am alleging, a 'systemic issue'.
If it is a 'systemic issue' then it is their duty to 'stop the chaos'.

To quote Ofgem:
"Effective enforcement is essential to ensure that the gas and electricity markets work well for consumers and that energy companies operate on a level playing field. Ofgem may conduct investigations into companies that it considers may be in breach of this legislation. Investigations can be undertaken on Ofgem's own initiative or on the receipt of complaints or on referrals from other regulatory bodies."
Source:
"Enforcement Guidelines on Complaints and Investigations"
http://www.ofgem.gov.uk/About%20us/enforcement/Documents1/Enforcement%20guidelines%202012.pdf


You might like to know, possibly because I have been posting here at MSE, that my Complaint was 'jumped up two levels in npower's Complaint System' on 20 November 2012 (see Post #73).

However, I don't want 'special treatment'.
I do want npower to follow the Regulations.
If they are not able, as we are witnessing, then IMHO Ofgem should intervene.

So, keep going!

25.6_Pre-contract_oblig

nPower

Rodders99 wrote: »

Hi

I moved into my current address at the start of May and am still waiting for my first gas and electric bills from Npower. I queried this at the start of September and was told that this was because there a billing dispute with the previous occupant and that there was a problem with their new computer system which meant that due to this dispute a bill could not be generated for my address. I phoned them again today to chase up things and was told there was no record of any disputed bill with the previous occupant and that this wouldn't matter anyway as a new account was started when I moved in (I did suggest that when I spoke to their customer services in September!). However, I was told they still have a computer problem which means they cannot tell me my account balance or generate a bill. They helpfully told me they could give no idea at all about when this would be resolved and that this was effecting many customers. I've searched online and cannot find anyone else reporting the same issue and am struggling to understand how if they have all my meter readings they can't generate a bill and that if there is a computer issue why it hasn't been fixed 7 weeks later! I'm obviously concerned that I'm eventually going to get a huge bill! Is anyone in the same boat or does anyone have any advice?

Hi Rodders99,

Apologies for having not picked up your post sooner.

Have you received your npower bills now? I can get this chased up for you, if you can pop over the details to [EMAIL="forumresponse&#64;npower.com"]forumresponse@npower.com[/EMAIL].

Best wishes,

Adam

paulo1888

Switched to Npower from Scottish Hydro back in early February. Electricity switch no problem, all set up on the internet. The same can't be said for my gas switch. I've phoned countless times asking what is happening and they basically cannot give me a definitive answer. They hit me with all sorts of Jargon relating to corrupt data, computer problems, "bad flow", whatever that means! All I am asking for is my Gas bill as I need to budget for future costs. They will not even take a switch payment from me even though they are supplying my gas. All they tell me is that they don't know how much I owe, they don't know when the issue will be resolved and they seem to have difficulty transferring me to the customer service team. I have logged all calls made and what was discussed. I politely asked if they would be good enough to write to me to let me know where I stand, but I have not had the courtesy of a reply. ALL I WANT IS MY GAS BILL. Is that to much to ask? Npower customer service Representative, what have you got to say about that one.

m5s5e5

I left Npower in Dec 2012, they send me final bills showing I was in credit by over £1200 but they have not paid. It is now with the ombudsman.

zerog

paulo1888 wrote: »

Switched to Npower from Scottish Hydro back in early February. Electricity switch no problem, all set up on the internet. The same can't be said for my gas switch. I've phoned countless times asking what is happening and they basically cannot give me a definitive answer. They hit me with all sorts of Jargon relating to corrupt data, computer problems, "bad flow", whatever that means! All I am asking for is my Gas bill as I need to budget for future costs. They will not even take a switch payment from me even though they are supplying my gas. All they tell me is that they don't know how much I owe, they don't know when the issue will be resolved and they seem to have difficulty transferring me to the customer service team. I have logged all calls made and what was discussed. I politely asked if they would be good enough to write to me to let me know where I stand, but I have not had the courtesy of a reply. ALL I WANT IS MY GAS BILL. Is that to much to ask? Npower customer service Representative, what have you got to say about that one.

Same here last year, they did eventually get it working, but if you aren't waiting for cashback like I was then just complain and escalate to ombudsman.