Warning: npower accept new customers without sending them a Contract

pardal51

moved in to new house on 21Nov, rang npower 22Nov with readings to "takeover" account from previous owner and asked to be put on std tariff so to decide and shop around/switch. today completed 10 business days and no sign of welcome pack. Rang npower today and got direct debit setup. I just want to get the readings again after a month and see whether switching is a better option rather than stay with npower.

having said that 10 business days, no welcome pack, no details on how to setup online access, etc it seems really poor.

25.6_Pre-contract_oblig

Hi pardal51,

Thanks for adding to the evidence.

npower have failed their own Standards and SLC 25.6 in your case too.
See Post #102

"Adam at npower" has said, in Post #110, that:

"... I'm pleased to report that we will have completed sending out these letters by early next week, so customers will receive them shortly. ..."

The Energy Shop have updated their Blog (see Post #106).
http://blog.theenergyshop.com/?p=492

So, the proof that 'all the issues are resolved' (my phrase) is 'in the post'.
We will all have to just wait and see ...

25.6_Pre-contract_oblig

25.6_Pre-contract_oblig

*Jane* wrote: »

You state the welcome packs are being sent to new customers what about existing customers?
Bit late to be sending welcome packs out when you have already switched people.

FAO Adam at npower

I am not sure if your Post #110 answers *Jane*'s issue
(See Post #108).
Are her documents in the mail?
Or, are they available online? - possibly via her npower login?

25.6_Pre-contract_oblig

25.6_Pre-contract_oblig

More problems: people using switching sites.

I have posted in the other thread

Problems with NPower and MoneySuperMarket.com
https://forums.moneysavingexpert.com/discussion/4324783

I am posting here 'to keep all the evidence together'. See Post #16 in that thread.

General_Mayhem wrote:

I'm in exactly the same boat. Submitted a request on the 19th of October via energyhelpline, and to date haven't heard a thing from npower. Nothing by email, post or phone. I tried calling them and after a lengthy (16min) wait got told their computers were down, they took my number promising to call back in 48 hours. Guess what - they forgot.

My previous supplier has sent me my final bill, so something is going on, but I have no idea what.

There is no way I will tolerate this sort of service; so thanks npower, I'll find someone else...

Hi General_Mayhem, thanks for posting. Your evidence is also useful.

npower have serious issues.
They are not being forthcoming (see above).

I note, that in your case, you have used energyhelpline in October (so did *Jane*).

downshifted and jacobsdaduk (the OP in that thread) used MoneySuperMarket.com as the 'switching site'.

So, I think what has happened in your and downshifted's case is:

• The switching site sent your data back to your previous supplier (saying 'Customer is leaving').

• The switching site sent your data to npower (saying 'here is a new Customer').

However, npower's 'new system' (which is - I have been alleging - "not fit for purpose") has not been able to send you your "Welcome Pack" (and any other documentation).

npower are in breach of their own standards, and SLC 25.6.
You have not had a chance to read your Contract and 'cool off' BUT you HAVE been 'switched'.

downshifted wrote:

Adam - I have to say I am very unhappy with the poor customer service shown so far and am having second thoughts about switching. Do I get the cooling off period from when I get the welcome pack? Until today I had assumed that the switch just hadn't worked - I have now checked with my current supplier and they have closed my account so it looks like it is going through - but I have had no information and therefore no cooling off period. If your service to potential new customers is this poor I hate to think how you treat long standing ones.

downshifted, I quite agree. I've been waiting for my Contract since 17-Aug-2012. I've been waiting for a copy of my Contract since 28-Sep-2012.

IANAL but as others have posted (above in this thread), legally your cooling off starts when you receive the Contract.
As you have NOT got one npower can't keep you.

So what can you do now?

Complain to the switching site.
Use the evidence posted here in this thread.
Remember, according to npower - they have not denied this (and I've asked them to refute several times).

• npower were aware that their 'new system' had issues in September 2012 (they first told me on 24/09/2012, they may have known before that - npower have not been forthcoming).

• Ofgem were aware of the issues at npower on or before 01/11/2012.

In your Complaint, ask your switching site:
Why did you let my data go to npower?
If they say 'we did not know npower's system was broken' ask them - "why not?".

• Ask them why were they not informed by npower.

• Why were they not informed by Ofgem.

Your complaint will, I hope, throw light on to this situation and, I hope, prevent any other Supplier from making a similar mistake. I hope you Complain because it will assist other consumers.

You can also Complain to npower. I was offered £25 for the fact that I had phoned them so many times to ask for my Contract.

25.6_Pre-contract_oblig

makeem95

Hi,

I am currently with Southern Electric for gas & electricity and I applied directly to Npower via the online form to switch to them on the 4th November.

I contacted them on the 29th as I haven't heard from them and they told me my application was on hold as the property address held in the National Register was still using the house name (now my postal address is number & street name). She told me this will be corrected and the welcome pack sent very shortly.

I called up today (8th December) as I still haven't received anything. I was told about this new system trouble they've been having and that I should receive my pack within 3 weeks (!!) and it'll be another 3 weeks to complete the switch.

Question I have is can I still cancel my contract as I haven't received the contract to read or sign it or did my 14 day cooling off start on the 4th November when I completed the application? Looking at the Uswitch, they are not the best deal now and I'm loathe to stick with them after this shambles.

25.6_Pre-contract_oblig

Hi makeem95,

Thanks for posting. The more specific evidence we have the better.

I think your cooling off starts when you receive your Contract.

Check with Southern Electric. Ask them "Am I still your Customer?"

If they say 'yes' then I think you can switch to AN Other.
If you do switch, tell the 'new Supplier' about your 'house name vs number and street' Address issue so that things proceed smoothly this time.

If they say 'no' ask if, due to npower's issues, can they 'switch you back'.

25.6_Pre-contract_oblig

hippey

Thank goodness haven't been the only one with this issue.

I signed up via moneysupermarket but found they were not displaying the correct prices. I'm on an IGT. Anyway I have not received a welcome pack, confirmation of price or cancellation rights. I have tried to cancel so many times it now hurts! I spend around 50 minutes on hold only to be told someone will call back within two days, which they never do.

Npower have now taken my supply even after being told to cancel the contract and still no joy in getting hold of anyone. I registered a complain by email 4 Weeks ago but it remains unanswered.

Never again !

25.6_Pre-contract_oblig

Hi hippey,

Thanks for posting. All the evidence is mounting up.

You are not the only one who was 'switched in error' (before you had even seen your Contract) by npower.

In another thread
Problems with NPower and MoneySuperMarket.com
https://forums.moneysavingexpert.com/discussion/4324783
some posters initially blamed the 'switching site'.

The Energy Shop see their blog: 20 Nov, 23 Nov, 27 Nov, 30 Nov and 6 Dec.
http://blog.theenergyshop.com/?p=492
have at least tried to inform their Customers and they have tried to get some accurate information from npower.

I am surprised Moneysupermarket have not said more.
MSE is now part of the Moneysupermarket group.

Martin Lewis on MoneySavingExpert.com joining the MoneySupermarket group
http://www.moneysavingexpert.com/news/site/2012/06/martin-lewis-on-moneysavingexpertcom-joining-the-moneysupermarket-group

25.6_Pre-contract_oblig

makeem95

Thanks for your advice.

Having read the official statements which the Energy Blog received from Npower, I'm thinking of waiting until the switch goes through. In my previous experience, trying to reverse a switch usually ends up making things worse. After the switch has completed fully, I'll look at seeing if I can switch to a different provider.

It's a shame since I was with Npower in my previous property (East London) and found them to be satisfactory. Guess they messed up big time.

25.6_Pre-contract_oblig wrote: »

Hi makeem95,
I think your cooling off starts when you receive your Contract.

Check with Southern Electric. Ask them "Am I still your Customer?"

If they say 'yes' then I think you can switch to AN Other.
If you do switch, tell the 'new Supplier' about your 'house name vs number and street' Address issue so that things proceed smoothly this time.

If they say 'no' ask if, due to npower's issues, can they 'switch you back'.

25.6_Pre-contract_oblig

lamialex

Hello,

I'm back on this thread again... and I had written that I would only believe Npower had dealt with my issue once I had received the confirmation letter I was supposed to receive... well it's been more than two weeks now and I still haven't received it!!!! :-(
Pffffffff....
We still haven't received confirmation that our account is open with the new place I've just moved in end of October and the previous tenants haven't still received the final bill... And I didn't write the name of the person I spoke with. This is getting ridiculous.
What to do?
Call them again?
I think I'm going to switch, simple as that.