Warning: npower accept new customers without sending them a Contract

25.6_Pre-contract_oblig

Some of this Post is also in Post #23 of thread
nPower complain (official). What body to send it to?
https://forums.moneysavingexpert.com/discussion/4353315

Well done, Sapphire, for writing to Ofgem. :T
AFAIK they have not launched an (Official) Investigation.

However, IMHO, this issue does need to be Investigated by Ofgem.

There is plenty of evidence here.
npower have - it seems to me - have been 'migrating to a new system'.
Although they knew 'there were issues' with their 'new system' they
recklessly carried on using it (instead of stopping to fix it).

I think, but don't know, that by late October 2012 npower,
their Customers, and other Companies, then ran into a much bigger
issue when the 'switching sites' were also caught up in the 'mess caused by npower'.
In Post #128 I have produced a Timeline.

In Post #20, on 08-Nov-2012, I have given my view of what should have happened.

In Post #109 I have used the iceberg metaphor: it is not clear how many Customers, 'switching sites' and other Suppliers have been caught up in this entirely preventable mess.

Also, see Ofgem's highly significant answers to questions asked in Post #7 in Post #134.
npower had NOT informed Ofgem!


25.6_Pre-contract_oblig

*Jane*

Quick update no reply to either emails and no contract recieved.

Wywth

http://www.youtube.com/embed/Q4pY3QtiGyo

:rotfl:

25.6_Pre-contract_oblig

The issues continue:

Npower - how long does it take existing customers to switch tariff?
https://forums.moneysavingexpert.com/discussion/4361061

The OP, TinTin_57, has evidence of npower having to institute a "backlog team" to deal with this appalling mess. See Post #8 in that thread.


NPower Bill overdue??
https://forums.moneysavingexpert.com/discussion/4358331

The OP, Bradfield, has experienced (npower) "changed the name of the account holder".


Simply Switch / Npower problem
https://forums.moneysavingexpert.com/discussion/4363493

25.6_Pre-contract_oblig

25.6_Pre-contract_oblig

The issues continue:

Moving to NPower taking months!!
https://forums.moneysavingexpert.com/discussion/4362979

natalieho started to move to npower on 4th November 2012.

natalieho wrote:

The first time i rang they said i was in an extended cooling off period because they had computer issues.

This time she said she has no idea why but im still in the cooling off period 2 months later. She said she would pass it to a manager and i asked for a call back but heard nothing.

Indeed, npower are having issues with their 'new system'.

It looks to me that natalieho is yet another Customer who has been caught up in the
Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611
issue. It is quite difficult to deal with when npower have NOT sent anything!
In my experience, on the phone, many of the npower CS Team are trying to do the best despite their 'broken system'. However, I've also experienced a 'missed call back'.

npower have NOT been forthcoming and have been, in public, trying to play down the whole issue.
Ofgem are aware: see Post #134.

This main thread (see above) has links to other threads where some of these issues, which are also impacting switching sites, have been raised.

One of these is
nPower complain (official). What body to send it to?
https://forums.moneysavingexpert.com/discussion/4353315

In Post #9 of that thread I gave more information (about how difficult it is to deal with a Company (npower) when they have not sent you anything - I've called this "a strange 'limbo land' ").

I, and many others, have found the whole experience quite bizarre.

What I have noticed from natalieho's posts is the 'new concept' of an "extended cooling off period".
Does this exist?
If it did, I would expect Customers to have received a Contract and then had more time to decide if they still wanted to switch to npower.

Checking npower's own web site we have this:

How long does it take to switch energy supplier?
http://customerservices.npower.com/app/answers/detail/a_id/361/~/how-long-does-it-take-to-switch-energy-supplier
%3F

"How long does it take to switch energy supplier?

Once you’ve completed an application to switch to npower, please allow 21 calendar days for your energy supply to move to us from your previous supplier. Please note that the 21 calendar days begins after any objections raised have been resolved, all relevant information has been received and the 'cooling off' period has ended for Residential customers.

The 'cooling off' period is for 14 days and gives you the right to amend your contract details or cancel the agreement."

npower's site has this (next) which I first noticed on 08-Dec-2012.

I joined npower but I still haven't received my welcome pack?
http://customerservices.npower.com/app/answers/detail/a_id/654/~/i-joined-npower-but-i-still-haven%27t-received-
my-welcome-pack%3F

"I joined npower but I still haven't received my welcome pack?

There have been slight delays in sending some of our customers welcome packs when they join npower. We've worked hard to fix the problem and welcome letters will be sent out as soon as we can, as we want to extend a warm welcome to npower to our new customers. You don't need to do anything but if you to need to talk to us, click here to contact customer services."

Emphasis added: what is a "slight delay"?

See also Post #74

keystone (an experienced poster - more than 8,000 posts at MSE) said (in Post #5)

keystone wrote:

... OP is already falling foul of their incomprehensible nonsense and the switch hasn't even occured yet.

While posting here at MSE I have always tried to not 'jump to conclusions' but there is no evidence of a new policy of an "extended cooling off period".

natalieho's evidence, where s/he was told that npower had instituted an "extended cooling off period". Then, when s/he phoned again, npower continued to keep natalieho in the dark (i.e. npower did not correct this obvious nonsense).

Is, at best, very misleading. It seem to me to be the opposite of the truth.
It does fit, however, with npower's demonstrated lack of candour.

This behaviour is another reason for Ofgem to intervene.

To date, in this systemic issue, npower have:

• rolled out a 'new system' when they knew (at least as far back as September 2012) that it was not working

• violated consumers' rights

• did not inform Ofgem (Ofgem had to ask them if the issues reported here were actually true)

• tried to downplay the whole issue

• impacted switching sites - who have had their Customers blaming them

• impacted the Suppliers who were dealing with Customers who now wanted to 'stop the switch'

"Protecting existing and future customers is Ofgem's first priority. We do this by promoting competition, wherever appropriate, and regulating the monopoly companies which run the gas and electricity networks. Ofgem wants to ensure that companies compete fairly and meet their legal obligations."

Ofgem Factsheet 113 - 21.06.2012

Source:
http://www.ofgem.gov.uk/Media/FactSheets/Pages/FactSheet.aspx

There is evidence, plenty of evidence, of delays in sending out Contracts.


natalieho, I would ask British Gas: "Am I still your Customer?".
If you are then you can switch to any Supplier.
If you are not, and are now with npower, then your options are more complicated.

It would be help to all of us if you could update this thread when / if you receive your Contract (even if you decide to not receive your Gas from npower).

25.6_Pre-contract_oblig

wigan_rl_till_i_die

Just read the thread and npower are the worst company we have been with

Me and the oh changed over to them 2011 or early 2012 duel fuel fixed rate which brought our bill down from £65 to £62pm anyway halfway through the year bill comes out £135 for the month. I tried to ring them on the phone 1hr 20mins before i got an answer only to be told they was too busy and i would get a call back within 3 days.

5 days later nothing so ring again only to be on for 1hr 45mins finally through to someone who told me that cause we had not sent a meter reading in that they have billed us on an estimate? where do they get we doubled our usage? And after i told the guy that i had done it he comes back with 'yes that will be the rise' so we have been paying double what we have been paying for the last 3 years and told to deal with it

We have just started the process of switching over to another company feel nothing but scammed and not really helpful when trying to get a real answer

makeem95

It's just over 2 months when I initially signed up to Npower online to switch from Souther Electric and still not contract.

I phoned them up this morning to be told I'm now in the cooling off period which started much later due to all their troubles and I should be getting a contract soon. So I asked them when is my switch date, but he couldn't tell me,saying the home move dept. can tell me (shouldn't these details be all in the same system??). I then asked has my contract been dispatched to me yet, but he says the system doesn't show any indication any correspondence has been sent to me.

Finally, I asked for my account number at least so I can register online. The account number given to me was not recognised by the system.

After I try the home mover department, I'll be talking to their complaints department to lodge an official complaint.

Don't see many companies that are this incompetent.

MissMess

I contacted npower's moving home team in September with a move date and meter reading from August. After over 4 months there has been no sign of a welcome pack, contract or even a bill. I contacted customer services in December who assured me they have records of our meter readings and details, etc, and a contract would be out shortly... But asked in the meantime if I would like to set up a direct debit (which I refused). A month later and I am still waiting! I'm getting pretty nervous about the size of my eventual bill when it comes through - as it's a new house I've no idea what the cost of heating it will be! I've called the complaints department and have been promised a call back today .... Let's see how it goes, but for now its great to know I am not alone! Good luck to everyone who is having problems, I hope they are sorted out soon!

Maisie_Moo

Having done a gas and electricity comparison with the switching service energyline I decided to switch from EDF to N Power.

Received my confirmation email from energyline on 20th November with a reference number and stating what would happen etc etc.
On January 2nd I contacted energyline to let them know I had not received any info from N Power, I actually expected them to say contact N Power direct, but received an email to say they would look into it for me.
Yesterday I came across this thread and realised I had probably made a bis mistake in switching to N power, seeing all of the problems posted here.
But lo and behold this morning I received a contract ! whether this was due to an intervention from energyline I do not know, the bad news is that it states they will claim £20 per month for my gas and electricity.
I had made sure I had entered very accurate annual consumption rates for both gas and electric, I currently pay £65 per month, so it would appear that they have messed this up too!
In my letter/contract received today it states I can cancel within 14 days, giving a phone number and email address, needless to say that is what I intend to do. I can't imagine what problems lie ahead regarding changing the DD and then underpaying.
Don't know if anyone else has received their contract but mine was dated 28th December.

25.6_Pre-contract_oblig

All readers: the fact that npower have not been able to send out Contracts is a symptom of this Systemic Issue. The cause is a 'broken system'. Other results (symptoms) include:

Npower owe me money but are taking their sweet time
https://forums.moneysavingexpert.com/discussion/4372441
In September 2012, npower 'lost some of the OP's (thatcambridgebird) data'.
I've explained more in that thread.

NPower Bill overdue??
https://forums.moneysavingexpert.com/discussion/4358331
The OP, Bradfield, has experienced a mysterious "... NPower suddenly changed the name of the account holder from me to another person who I have never heard of. ..."

Hi MissMess,
Thanks for posting: indeed you are "not alone"! Your post is very helpful because it adds more evidence.

It is becoming clearer, to me, that in September 2012 the issues seemed to be 'internal to npower's system'.
It is also becoming clearer that it is unwise to assume that this Systemic Issue is confined to 'just the Contracts'.

Also, as npower 'rolled out their new system' into other aspects / areas of their 'IT Infrastructure', the 'new system' impacted more Customers as well as the 'switching sites' and the other Suppliers.

In Post #109 I used the iceberg metaphor.
So, I think there is a 'big chunk of iceberg' i.e. many Customers involved, when the 'switching sites' got sucked into this mess (in October and November 2012).
MissMess, Bradfield, thatcambridgebird and my cases are, I believe, 'older (smaller) chunks of the iceberg'.

MissMess, my advice is to be active in your dealings with npower.
There is nothing to stop you 'switching away' from npower.

However, some Customers who (unlike you MissMess) have a DD, might have 'factored in the £100 dual fuel discount - for DD' from npower (which might have made npower seem cheaper).
From what I have read here at MSE, npower only pay this after one year.


Hi makeem95,

Thanks for another update.
Other readers see Post #116, Post #117 and #120 for previous information.

"... cooling off period which started much later due to all their troubles and I should be getting a contract soon ..." My understanding is that your "cooling off period" STARTS when you receive the Contract. See Post #146. You are the second poster who has reported npower using this 'new concept'. I think a more accurate way of describing this would be 'an extended switching time' - with a 'delay before the cooling off period'. Harder to say in a few words but at least it is a better indication of your legal rights. I still think npower give you (all Customers) 14 Days to 'cool off' after you have received the Contract.


Hi Maisie Moo,
Thanks for posting. Your evidence is also helpful.

My interpretation of "... contract but mine was dated 28th December" is that your data had reached npower, from energyline, before you contacted energyline on 02-01-2013. I think this is the 'Contract Generated Date' see Post #127. You will also see, from Post #127, that ic451uk also discovered that there were lots of things to sort!

So, I recommend anybody who is contemplating staying with npower that they check that 'all is OK'.

25.6_Pre-contract_oblig