Warning: npower accept new customers without sending them a Contract

The_Golden_Goose

I was thinking about switching to nPower but now I'm wondering whether to or not???

Wywth

The_Golden_Goose wrote: »

I was thinking about switching to nPower but now I'm wondering whether to or not???

For £185 per year savings you suggest in another thread, you'd be mad not to switch.

25.6_Pre-contract_oblig

25.6_Pre-contract_oblig wrote:

Good to hear. Did anybody explain to you, in writing, how npower calculated the rise in DD?
It is a pity that you have had to challenge them on this.

25.6_Pre-contract_oblig

.

scootw1 wrote:

Well, the lady who replied said that it had been calculated on predicted future consumption. however, she then went on to say that she had looked at the figures again and found them to be wrong. So, it looks as if the computer is either:

a. overestimating future consumption, or
b. calculating the wrong amount on the right consumption.

My guess would be b going by the email.

It wasn't until I contacted npower that they finally confirmed the payment was £60 next month and then £81. Shouldn't have
had to do that but at least it's sorted now

As you say you have now sorted it. I imagine you may well want to 'let the matter rest': you have, after all, done plenty of chasing already.

However, the reason I asked is the Suppliers are supposed to explain the changes in the DD.

"27.14 The licensee must provide to each such Domestic Customer an explanation in clear, plain and intelligible language of the basis upon which a fixed amount (and any variation of that fixed amount) has been determined."

As npower are introducing a 'new system', which as we can see from this thread, is failing SLC 25.6 and 22.8
I was wondering if npower were complying with 27.14.

My reading of posts, here at MSE, is that several Suppliers are 'collecting more money than is fair', by DD.

For some examples see:

Consumer Focus response to MSE posts on E.On 'Spring review' DD scheme
https://forums.moneysavingexpert.com/discussion/3686969

EDF Energy: upping direct debits by random, huge & unnecessary amounts
https://forums.moneysavingexpert.com/discussion/3661803

Npower bill - had an increase?
https://forums.moneysavingexpert.com/discussion/3519507

Scottish Power are driving me nuts
https://forums.moneysavingexpert.com/discussion/4084491

25.6_Pre-contract_oblig

25.6_Pre-contract_oblig

Back on topic.

If you have recently (any time in 2012) switched to npower

A. Did you get a Contract?

B. Did you get your 'Welcome Pack' in 7-10 days?

C. Did your 'Welcome Pack' include the information about "Guaranteed Standards" and "Overall Standards"?

If you can say "no" to any of these please post.

Notes:
A. Failing to send a Contract, as has been documented, is a breach of SLC 25.6.
In my case, npower can't produce my Contract and so have failed to send me a copy, in breach of SLC 22.8.

B. Several posters in this and other threads have said that they have not received their 'Welcome Pack' in the 7-10 days. This is in breach of npower's own standard (which I am confident was put in place so that they could comply with the 'switching time-scales' required in the Industry).
See Post #74.

C. See also Post #74.

My contention is that the 'new system' that npower is using can't cope.
B and C are symptoms of this, while A is evidence of failure.
As others provide more independent reports the case will strengthen.

npower have still not answered the questions in Post #6.

25.6_Pre-contract_oblig

ic451uk

I applied to switch my gas to nPower online on 10/11/2012.

Today (30/11/2012) I have still heard nothing. I've phoned the helpline several times, and get a different story each time. The latest and most detailed explanation is:

• We're having difficulties getting online details from our system
• We'll manually produce your welcome pack from our back office. This will take upto 28 days
• We expect to take over your gas supply on 20/12/2012

Based on this thread, how much confidence to I have in any of the above? None at all.

npower's systems are evidently not working. Perhaps, instead of annoying more and more current and potential customers, they should put up the shutters and say "Sorry, we've got a problem, we can't take new customers at the moment, so we won't try to take on any for now. Instead, we'll make sure we look after all our existing customers first, and that we've got the systems in place to cope with new ones before we start accepting new customers again. Thank you for your patience - please try one of the other Big 6 companies."

What are the chances?

IC

*Jane*

I switched my gas via energyhelpline from npower sign on line to n power 2014 on line tariff on the 26 October. I have heard nothing from n power since no contract no letters telling me when change taking place. Not sure what is going on but am not happy about it.

25.6_Pre-contract_oblig

ic451uk wrote:

Switching to npower at tectonic speed
I applied to switch my gas to nPower online on 10/11/2012.

Today (30/11/2012) I have still heard nothing. I've phoned the helpline several times, and get a different story each time.
The latest and most detailed explanation is:

• We're having difficulties getting online details from our system
• We'll manually produce your welcome pack from our back office. This will take upto 28 days
• We expect to take over your gas supply on 20/12/2012

Based on this thread, how much confidence to I have in any of the above? None at all.

npower's systems are evidently not working. Perhaps, instead of annoying more and more current and potential customers, they should put up the shutters and say "Sorry, we've got a problem, we can't take new customers at the moment, so we won't try to take on any for now. Instead, we'll make sure we look after all our existing customers first, and that we've got the systems in place to cope with new ones before we start accepting new customers again. Thank you for your patience - please try one of the other Big 6 companies."

What are the chances?

IC

Hi ic451uk,

Thank for posting. Your evidence will help.

If you want to 'stop the switch' check with your previous Supplier.
You MIGHT be 'still with them', however I speculate that the 'process has started'.

As you have not received your Contract there is no way, legally, npower can keep you.

I agree about the "put up the shutters ..." that is what any sensible business would do!
See Post #20.

25.6_Pre-contract_oblig

25.6_Pre-contract_oblig

*Jane* wrote:

I switched my gas via energyhelpline from npower sign on line to n power 2014 on line tariff on the 26 October. I have heard nothing from n power since no contract no letters telling me when change taking place. Not sure what is going on but am not happy about it.

Hi *Jane*,

Thanks for posting. Your evidence will help too. As you are already with npower, I think the quickest way to find out what is going on will be to phone them. You might have to make a complaint. I have (and it has been escalated twice) but their 'new system' still can't send me my Contract.

25.6_Pre-contract_oblig

*Jane*

I have just logged in to my npower account and my tariff has been changed to the online 2014. Think they must have changed it on the day of the big rises. I have had no welcome pack or contract at all.

25.6_Pre-contract_oblig

*Jane* wrote:

I have just logged in to my npower account and my tariff has been changed to the online 2014. Think they must have changed it on the day of the big rises. I have had no welcome pack or contract at all.

As an online Customer, I speculate, you may be able to see your T&Cs online.
I don't know - I'm a Telephone Customer. I don't have an online Account to login to.
It seems, from what you have posted, that your new T&Cs are not 'easy to see'.

It is possible that when you first became a 'Customer of npower' you were sent a Contract (and a 'Welcome Pack'). I am sure that you should have been sent one.

As you are changing Tariff (but not Supplier) it is less clear what you should have been sent. It is possible that npower expect you to read 'all you need to know' (new Terms, new Contract etc) via the 'npower account login'.
It would be good if the npower rep can clarify this. Where are these for *Jane* to see? Also good to clarify, in your case *Jane*, is: 'when did npower change your Tariff?' Should it not have been the day you changed (26 October 2012 - see Post #97)?

I think we can all imagine that Suppliers (not just npower) would be relying on the written T&Cs and a written Contract if there was ever a dispute. This is why it is so important to read the 'legal stuff'!


What I do know is

• new Telephone Customers, who are switching, should be sent a Contract (SLC 25.6). npower are breaching SLC 25.6 for me and other Customers.

• Customers who ask for their Contract should be sent a copy (SLC 22.8). npower are failing 22.8 in my case.

25.6_Pre-contract_oblig