Warning: npower accept new customers without sending them a Contract

makeem95

Another update having spoken with the Npower home movers team member and someone more helpful who actually made an effort to give me more info.

I was told that due to the defect in their new billing system (which we are all suffering from), some of the accounts get stuck in limbo as they do not progress, but Npower themselves are not being made aware by the system that these accounts are "stuck". Therefore it's only when the customer contacts them to inform them of an issue, do they realise the account is stuck. However, this isn't the first time I've called them to report the issue, so I think part of the solution requires a helpful Npower employee to handle your case.

Although I signed up on the 4th of November, my cooling off period started on 29th December. She assured me I will still be getting the Jan 2014 fixed tariff which I originally signed up for.

They still can not give me a definite switching date, but she told me she has asked the relevant team to "prioritise" my case and the switch should be in February. We shall see...

TheSilentOne_2

It is such a shame that so many people are not getting the service that customers deserve. A simple process of 'sign up to new supplier and get a contract before the 'cooling off' period' shouldn't be a hard thing to do.

The thing is that previously the old system (ICS/IB) was an 'input data then update overnight', it made things a little slower as it meant that figures would not be updated till the following business day but it would rarely break down. The new system (SAP or Atlas) is an 'input and update straight away' meaning the workload on the servers/databases was constant and would freeze on many occasions. This meant that accounts would freeze and be unable to add notes, update information or take payments. The system was constructed in a ridiculous manner that processes were long winded and in my mind not necessary, and not good for the customer.

Rather than hold their hands up and admit that their multi-million pound system is a failure, and speak with advisers on how they could create a system with quick processes and a method on how to deal with customers quickly and efficiently, they just apply the 'la la' headphones and plod on with this inadequate excuse of a system. SAP or Atlas is like trying to use an etch-a-sketch while someone is constantly shaking it.

I really hope you all get your matters dealt with and can make a decision to go to a supplier that can fulfill your energy needs. I used to work for them and have to say it is the worst company I have ever worked for and that the management are clueless to say the least.

Do you really want your Direct Debits dealt with a company that can't do what it's contracted to do and management that answers advisers questions with 'Oh, well just do what you can if it's not working properly'.

I changed my supplier before I went on this nightmare new system and even though I am paying £30 a year more, it makes up in piece of mind.

I hope that Ofgem deal with these issues seriously and make npower upper management aware that it's the system they invested in that is failing and not the advisers that are to blame.

londonlydia

Hi all,

I started my own post but thought I was directed to add on here.

I rung up npower on the week of buying a new house, as I knew I would be put on a 'deemed contract' and needed to give meter readings. Which I did. This was the 29th Oct.

I heard nothing from them afterwards, got no contract, online log-in details etc. I decided to switch suppliers just before new year, and started the process (30th Dec). I'm switching to Co-Op, and on the 2nd received a contract from them, customer no. by email, and by post on the 3rd.

This Tuesday (8th Jan), I finally received an email with my npower contract!!! so over 2 months waiting for it, compared to 2 days with co-op.

That's not all. I had given my readings in oct, and wanted to submit actual readings now I had an online account. I noticed there was an electricity estimate already on there from the 2nd that was too high. So I tried to submit the actual readings online...implausibly low it responds (I've not actually moved in yet). so I've had to ring yesterday. They said thats fine, and that they would add the readings in.

Checked today..yes they've added the reading, but they havent deleted their estimate. Result is that they've worked out how much units I've used based on the difference between the estimate and the actual reading...which would require the dials to have done a complete circuit. So apparently in one quarter I've used...

99030 kWh

which works out to be a £15,500 quarterly electricity bill (would need to add the gas too).

This is actually impossible, given most houses at most have a 100A fuse, and to use that I would need to draw 238A of current continuously.

LOL.

25.6_Pre-contract_oblig

In Post #143, *Jane*, updates us on npower's failure to produce a copy of her Contract.
Another specific failure of SLC 22.8.

See Posts #97, #99, #103, #108, #111, #114, #124, #126, #130 (where the 14 days started) and #131.
For Ofgem's official position on SLC 22.8 see Post #134.

"...
Q-R-05. If a Customer informs an Energy Supply Company that they have NOT received a Contract (for any potential reason e.g. it was lost in the Post): what is a reasonable number of days for a Customer to wait to receive the Contract?


A consideration of reasonableness must be taken in the context of the facts of the matter. Npower has a "cooling off" period of 14 days from the date a customer entered into a contract during which the customer is able to cancel the contract. We would expect the contract to be issued during this period to enable a consumer to have the opportunity to consider the terms and conditions prior to the cancellation period expiring. Reissue of a contract should in our view be completed as soon as possible once requested. ..."

Thanks for the update londonlydia - your evidence is valuable.

See
Npower: submitting readings on my npower?
https://forums.moneysavingexpert.com/discussion/4380787
londonlydia, the OP, had difficulty is submitting readings online.
The 'new system' refused them (usage 'too low').

Comment:
Post #154 illustrates 'what a normal switch looks like' (switch to Co-Op) as well as the 'mess at npower' - by way of contrast.

Also, the 'new system' refused readings (usage 'too low') is IMHO a symptom of inadequate testing of the 'new system'. I've also experienced this: see londonlydia's thread (Post #5).

It is not unknown (search MSE for examples) for a Supplier to produce a huge bill because the 'meter readings were entered into the billing system in the wrong order'. In londonlydia's case, keeping an Estimated reading as it it were correct and then calculating 'round the clock'.

What I think we are witnessing in this case, Telephone Update, is an example of the chaos at npower - caused by the broken system - leads to the people who are working at npower not having the time to 'do checks properly'.

It might even be a symptom of the 'new system' has inadequate reporting functions.

In Post #152 makeem95, in another helpful update, has described:
"... some of the accounts get stuck in limbo as they do not progress, but Npower themselves are not being made aware by the system that these accounts are "stuck". Therefore it's only when the customer contacts them to inform them of an issue, do they realise the account is stuck. However, this isn't the first time I've called them to report the issue, so I think part of the solution requires a helpful Npower employee to handle your case. ..."


Emphasis added.


Post # 153, by TheSilentOne, is IMHO a very important post. Thank you very much for this valuable insight. :T

Here we see that some people at npower have been fully aware of the shortcomings of the 'new system' and yet those with the power and responsibility have not listened.


Other related issues reported:

NPower Issues
https://forums.moneysavingexpert.com/discussion/4321509

EmmaHerts in November and December 2012 discovered that it was very difficult to phone npower (to arrange appointment).

"... We just tried to call again (and were on hold for 30 minutes) and the advisor told us that they are only taking EMERGENCY calls!! ..."

Later, see Post #12, 50min for phone to be answered.

venumal (Post #8)

"For over a month I have been trying to get a satisfactory response from npower as I believe they have confused my account with someone else's (wrong meter number; different account numbers) but they have trebled my Direct Debit without consultation; ..."

To me, this looks like another 'data mix up' (see Post #151).

The next two threads are quite concerning: it could be that existing Customer's data is getting 'lost' as their Accounts are migrated to the 'new system'.


NPOWER messing up bill every time
https://forums.moneysavingexpert.com/discussion/4379417
DD was OK but then stopped. :eek:

Around August / September [2012].


NPower and direct debits - FED UP!
https://forums.moneysavingexpert.com/discussion/4380257
In this thread npower stopped taking monthly DD (seems to have not been 'completely set up') so OP had to keep chasing.

So, in conclusion, the sooner Ofgem investigate the sooner this will start to be fixed. In the mean time please keep reporting your evidence.

25.6_Pre-contract_oblig

TheSilentOne_2

£15,500 per quarter would be about right, you did say you own an entire county right?

This error of not removing the estimated reading before applying the true reading has gone on for months. The multi-million pound system cannot handle simple things like this. You are not the first that has had a multiple thousand pound bill and I doubt the last.

This company seem to thrive on wasting money, either on a system that fails or sending customers letters that are 'sent in error'. At this rate they will out of business in the next few years as at present they couldn't sink any lower in the polls, whether it be customer services or energy suppliers. I am sure they will try and defend this but I was employed by them and also a customer of theirs so I have seen both sides and I don't like either.

I urge customers to continue in demanding customer service that they deserve. The company is failing in its contractual agreement by not sending out legal documents and I find it funny that Volker Beckers steps away from npower and hands it over to someone else. Has he seen it going downhill?

If you are not getting good and prompt service due to this very poor system then I urge to make a complaint, then collectively inform Ofgem as multiple voices will get heard.

If you are thinking of ringing them then I would wait a few days as they have just migrated more customers to the 'new' system and it will be struggling. Ask if the system is working at the start of the call so you don't end up wasting your time explaining your issue

Please remember that 9 times out of 10 it's the system that is to blame and not the adviser. The adviser is doing the best they can but without the tools to proceed they are stuck and managers are sometimes even more useless than the system as they just pressure the advisers to 'do their best' when they system freezes.

Good luck in your endeavours

downshifted

An update on my case: I am being treated as an erroneous transfer. The system knows that. However, neither it nor NPower appear to be doing much about it and my previous supplier has closed my account. Lovely conversation with nice NPower complaints lady - but doubt much will ha!ppen. Second letters on their way later today! Avoid NPower

*Jane*

Another update. I have finaly recieved a reply to my query took them about 7 weeks. They say my contract was sent on the 22 November. I never recieved it and I dont blame royal mail I dont think it was ever sent. They are sending my one out in the next few days. Will see if that one arrives.
My other query with them is going to the specialist billing team and they say I will get a reply to that before the 30 January.
(I did have my electric with them for 18 months and never recieved the yearly rebate as promised. I thought I would get if knocked of my final bill but didnt) so will see what the outcome is on it.

lamialex

This is not my first post in this thread unfortunately...
I was in a house where they had used Npower for a year so I decided to keep on using them but they never told me on the phone that I would have to pay a £30 cancellation fee if I decided to leave them.
Since I never received anything from them, I could never read about that cancellation fee either.
Because they were so useless I decided to move to another company, I had enough of all those calls I had given them in the ast few months to try to sort out our new account.
So I was really annoyed to see about that cancellation fee that they never pointed out to me, I'm sure they must have a record of that chat on their system and also the fact that I never received a contract.
I refuse to pay this cancellation fee but how to not pay it?
Can they sue me?
They are so useless and a group of cheats it seems!!!!
Thanks for your help.

makeem95

Final update from me (hopefully!):

I received my contract from Npower this week. Signed up 4th November, contract dated 15th January. If it weren't for the relatively cheap January 2014 trariff I'm on (no longer available), I wouldn't hesitate to leave this incompetent company.

The switch is due to happen next month, fingers crossed it goes to plan from now on!

25.6_Pre-contract_oblig

I've been away so I've not seen recent posts at MSE.

Here are some other threads that I think are related to the main issue here. The 'new system' at npower is in such a mess that it is impacting Customers way beyond the relatively simple 'unable to send out Contracts': the first symptom reported.

Npower withholding my refund of £928 since Oct 2012
https://forums.moneysavingexpert.com/discussion/4395837

OP ruthio12 moved house on 28th September 2012 ...
Still no refund!


Npower not finalising bill
https://forums.moneysavingexpert.com/discussion/4409489

OP Mouse12 has reported:
"Hi, what is a reasonable time for a utilities company to finalise a bill after you switch to another company? We left Npower in September 2012. We received a final gas bill with £300 credit. Apparently the electricity bill has a 'technical issue' and needs the 'specialist team' to sort it. Four phone calls and a complaint later and, whilst they reckon they owe us £150 I seem unable to do anything other than wait, and try not to be annoyed! No idea of timescale from them."


NPower - problems with meter installation
https://forums.moneysavingexpert.com/discussion/4397581

OP, poppyfreckles wrote: "My boyfriend and I moved into a flat in August that has a gas prepayment meter. Our landlord told us that we could change the meter to a credit meter one if we wanted. We called NPower in September, who agreed for us to switch over to them and to install a new meter free of charge. ... ... switched over to new software and had lost our details ..."

Issue is still not resolved.


nPower Meter Problem
https://forums.moneysavingexpert.com/discussion/4399987

OP lemon26 has had a very strange issue.
Meters were changed. Since May 2012 npower have been unable to update their system to record the change of meter. Readings have also NOT been recorded.

"... so far we've had Scottish Hydro (the distributor) out six times on behalf of nPower to make a record of what meter they've fitted for nPower. Incredulously, on each of the six times the information has failed to reach nPower and they won't accept the photograph (with serial number) I've sent them as proof. ..."

lemon26 has liaised with npower, then complained, then complained to the Ombudsman (who have found in lemon26's favour) and the issue continues!

This might be evidence another defect in npower's 'new system'.
What is clear, from all the evidence in this main thread, is that the chaos at npower is impacting on npower's Customer Service.


NPower backdating letters
https://forums.moneysavingexpert.com/discussion/4409137

OP Gloomendoom stared to switch in November 2012.
On 24-Jan-2013 received paperwork, dated 16th January 2013, giving 7 days to decide (which had expired before the letter arrived).

25.6_Pre-contract_oblig