Warning: npower accept new customers without sending them a Contract

wannabeasupersaver

I have been with n power for the past 11 yrs and until I changed from a normal paper tarrif to their online one approx a yr ago I had no issues. Recently I just seem to have spent forever on the phone to them with one thing or another. In Dec I realised there was a problem when they took a massive payment out of my account. Turns out that I owed them quite a lot of money which was originally for over £1000. This then went down to £800 then £460. Reason for this was my dd had not been altered even though I had submitted readings and even had an n power meter reader in my property they had not registered ANY of my readings for a year. Apparently my account had slipped through their system. Got this sorted out and a new dd set up. Jan payment came out as agreed but they didn't take feb. Rang them again to find that for some reason their system had missed out feb but was ready to take march. Rearranged the dd so it would definitely come out in march and asked what to do about the feb missed payment. Was told to pay manually as it wouldn't come out now until march. Did that but discovered a week later that they had had their hands back in my account and taken money out without warning in place of that feb payment even though it was paid and it wasn't even correct amount taken. Claimed back through my bank so issue sorted again. Next thing and most recent was a rather abusive email sent threatening going to court to gain access to my property to do a gas safety check. Said they had tried numerous times to gain access, which was not the case as this was first request. Made appointment straight away for this. Oh took time off work for it and on the morning of said appointment I received a further more aggressive email saying I still had not made the appointment. This confused me but oh waited for reader but no sign of course. I rang to be told that whoever had booked that appointment had booked in something different. No one was going to do the safety check and a new appointment would be needed. Asked what I had been booked in for and CS man couldn't tell me. Think this was code for oops we totally screwed up and had booked you in for nothing as no one even came to do a different job anyway. Cheeky people even had the nerve to send me a reminder email of this missed appointment THE DAY AFTER the appointment. Just waiting to see what I'll need to ring them forth is month x

25.6_Pre-contract_oblig

Thanks for the input, wannabeasupersaver.

You seem to be another Customer who has been impacted because npower lost data as part of the 'upgrade' to their 'new system'.

Post #182
"... Reason for this was my dd had not been altered even though I had submitted readings and even had an n power meter reader in my property they had not registered ANY of my readings for a year. Apparently my account had slipped through their system. ..."

This loss of data is quite concerning as is npower's very poor Customer Service over the last few months.

There are now many examples, in this thread.

Another recent example is in Post #10 of the thread Here we go...a new MFW!

The OP, feelingfestive, on 03-04-2013 posted:

"...
Had a look today at checking the utility bills issue and npower's website say I should be paying £52 per month but they've put my direct debit up to £66 as a fixed tariff had ended. I called them but they've lost all my details in the change over of their systems so ..."

Emphasis added.

wannabeasupersaver, when you are next in contact with npower challenge them on their own Guaranteed Standards:

"...
Making and keeping appointments
We offer morning or afternoon appointments, or a fixed 2-hour
time band on request. If we fail to make or keep an appointment
for work we do as your energy supplier you'll receive £20 for gas
related appointments and £22 for electricity related appointments.
...

...
Compensation payments
If we've failed to meet any of our Guaranteed Standards we'll tell
you within 10 working days and compensate you as described in
this leaflet. If we don't we'll pay you a further £20 for gas
Guaranteed Standards and £22 for electricity Guaranteed Standards.
..."

Source:
Your guaranteed service from npower
File Name: "gsos_web_book_pdf.pdf" (sic)
a 4MB download from npower's own web site
(can't get link to work in this post, use Google, Bing etc to search for it).

They should credit your account for their own missed appointment.

If they don't Complain and get a Complaint Number.


You also said: "I have been with n power for the past 11 yrs ..."

It might be worth checking, again, if you are on the best deal.

See the
Cheap Gas & Electricity Guide.
http://www.moneysavingexpert.com/utilities/you-switch-gas-electricity

There is also a Guide for Prepaid Cheap Prepaid Gas & Elec
http://www.moneysavingexpert.com/utilities/switch-prepaid-gas-electricity
here at MSE.

In these Guides there are links to Switching Sites and lots of good advice.

As you have experienced, Customer Service is important when you need it.

See the survey at Which? - conducted in October and November 2012.
Energy companies rated
http://www.which.co.uk/switch/energy-suppliers/energy-companies-rated
npower are 15th (the worst) rated Supplier!
I guess, in light of the ongoing issues that it will take npower a long time to improve their rating.

25.6_Pre-contract_oblig

wannabeasupersaver

Hi they did offer me compensation which I took but it seems they have short changed me there as well as they only gave me £10 for the gas meter appointment.

25.6_Pre-contract_oblig

Some observations from the last few days.
The optimist in me is thinking that 'perhaps there is some Good News?'

Npower not taking any payment
https://forums.moneysavingexpert.com/discussion/4528751

Another case of a Customer who had an Account 'half set up'.
npower had the Bank Account details but the amount for DD was 'missing'.
The Good News, in this case, was npower now have a special team to deal with situations like this.

Npower set direct debit
https://forums.moneysavingexpert.com/discussion/4527663

A very odd situation that looks, to me, as if more data has gone astray.

By making a unilateral change in the DD, with apparently NO documentation (e.g. no Bill - which might have Estimated Readings - and which could, hypothetically, account for this) npower, and their 'new system', have breached SLC 27.14.


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

npower should have explained the "... variation of that fixed amount ...".

The Good News is "adam from npower" (the official company representative of nPower) has invited the OP, vicky1001, to contact him.


npower billing system up the swanny
https://forums.moneysavingexpert.com/discussion/4514303

In Post #10 of the thread, on Monday 08-04-2013,
"adam from npower" has Posted:

"...

This weekend we're moving our final group of customers to our new billing platform. Ultimately, this system will greatly enhance customer experience but, we have had to close down systems to ensure the final switch over goes as smoothly as possible.

Please bear with us and thanks for your patience.

Adam ..."


Planning for a smooth switch over seems, to me, like a very good idea.
This has been proposed before, by ic451uk, in November 2012.
Hopefully this will go well and soon npower will have a system that is working well.

25.6_Pre-contract_oblig

wannabeasupersaver

Pre-Contract,
Would like to thank you for informing me about the guaranteed standards doc, just been on the phone to n power about the £10 comp given to me instead of the £20. No fuss at all they credited me with the second £10. Thanks again :j

25.6_Pre-contract_oblig

Hi wannabeasupersaver,

You are welcome.

It is such a pity that npower can't follow their own published standards or the SLCs.

In Post #74 I gave an example. Although I was, according to npower's own published guidance, supposed to be sent the "Your guaranteed service from npower" leaflet with my Contract it was not sent. I have received my Contract (see Post #179).

I have, however, been sent the leaflet with my '6 Month bill' (this is in accord with npower's promise to send it once a year). The bill included Estimated Readings (which were too high) and therefore my DD was raised. However, even with the Actual Readings, the DD was still too high (see Post #181). Having to get the Customer Service Representative (CSR) to 'override' the 'system generated DD', which was done on 22 March 2013, is a very concerning indication that the 'new system', which npower are about to move all their Customers to, will continue to fail.

Their 'new system' (I've consistently been using "system" to mean the people, processes and procedures together with npower's computers) is not fit for purpose.

In your case, the 'system' (old or new) should have prompted the CSR to offer you £20 the first time you called - following the missed appointment!

25.6_Pre-contract_oblig

wannabeasupersaver

The person I spoke to this time did try to say that the £10 given to me was not actually listed as being given due to the guaranteed standard but as a good will gesture. I pointed out that I, at the time, did not know about these standards and believed that this was definitely part of the standards and believed they should have given me £20 compensation. She went to speak to her manager and straight away said yes you are right we will give you the other £10. It most definitely seems like they were trying to avoid giving me it as it was a manager I was speaking to when they offered me the £10.

undaunted

25.6_Pre-contract_oblig wrote: »

As many readers of this thread will know, npower have been having systemic issues with their 'new system' and Ofgem are monitoring this thread.

25.6_Pre-contract_oblig

I doin't believe it's anything to do with their new system really - Npower have been doing this for years, eg using the deemed contract and failing to send out contract terms.

Ofgem are about as much use to the consumer as Npower when it comes to enforcing the supposed regulations

25.6_Pre-contract_oblig

Hi undaunted,

You and other experienced posters did warn me, right at the start of this thread, to expect a long and difficult road.

I agree, in the past npower have had a very poor reputation.
The current mess is hardly improving it.

However, some of the current mess is - I believe - explicable (not excusable) by npower using a 'broken system'. This is an entirely preventable situation and one that I think Ofgem could intervene on. I am adding evidence, here in this thread, so that Ofgem and others can see it.

One of the frustrations with how the Industry is Regulated is the fact that Ofgem's Official Investigations take Months and Years.

See:
http://www.ofgem.gov.uk/About%20us/enforcement/Investigations/CurrentInvest/Pages/CurrentInvstgtns.aspx

To give a topical example.
On 3 April 2013, Ofgem issued a Notice of Intention to impose a financial penalty on SSE of £10.5 million for failure to comply with Standard Licence Conditions 23 and 25.

This Investigation started in September 2010.

npower and Scottish Power are also under Investigation (for the same reason, also started in September 2010) and this is not finished. A similar Investigation was stared into E.ON, in April 2012.

IIUC what triggered these Investigations was the
Energy Supply Probe
In February 2008 Ofgem launched the Energy Supply Probe ...
http://www.ofgem.gov.uk/Markets/RetMkts/ensuppro/Pages/Energysupplyprobe.aspx

So it is taking years!

See also the "Enforcement Guidelines on Complaints and Investigations":
via the link in Post #134 - not an easy read.

My understanding is that Ofgem also make less formal / less public interventions.

Indeed, I have a letter from a very senior person at Ofgem, dated 16 January 2013, when Ofgem said:
"... Ofgem will be monitoring the situation to ensure npower take adequate steps to address the issues they are experiencing with their new computer system ...".

I have since written to Ofgem, where I quoted back to Ofgem their own words:

"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."

Source: Factsheet 113, 21.06.12
http://www.ofgem.gov.uk/Media/FactSheets/Pages/ArchivedFactsheets.aspx

So, I am giving both Ofgem and npower every opportunity to improve the current situation and prevent a similar situation in the future.

undercover_peon has made a few very interesting posts.
A recent one in
Post #13 of npower billing system up the swanny

undercover_peon wrote:

If only it were so...
No NPower is not trying to delay people leaving, its just that the new billing system is a steaming pile of dog doo. Its the same kind of system that led to EDF having to write a letter to Ofgem to explain how their new system (brought in to improve service) led to a much worse service, longer call queues etc...

It just goes on and on. The worst thing is NPower STILL have no clue how to firefight. There is NOTHING in place for staff to do when customers call. The maddest thing of all is staff are told to quote timescale which they know will not be met. You see accounts with requests sitting there for months, and yet when you raise a request for a customer you have to tell them it will take at most ten days (with a straight face).

It is utter madness and I wonder how long it can continue for. Surely at some point someone in authority MUST see this and take action? I don't see how NPower cannot have some kind of plan of attack and give thier (now utterly exhausted) staff some tools to work will. Hell even Santander were able to do something of that nature after they were in the paper. Now there's an idea...

Readers: you can find all Posts, by a Poster via:
MoneySavingExpert.com Forums - Search Forums
http://forums.moneysavingexpert.com/search.php

This whole mess is getting quite difficult to follow, because
A. It has been going on for so long.
B. The 'first symptom noticed' / first issue was about Contracts but it is now very clear that the systemic issues are wider.
C. When an 'IT system' has major issues you see many 'strange phenomena'. Experienced posters have often assumed that 'npower are following the Industry norms' but we are seeing bizarre situations that can be explained (not excused) by npower using their 'broken system'.


Ofgem are monitoring the thread.
To assist Ofgem, npower and npower's potential and actual customers I have been updating this thread, including making links to other threads that I believe throw light on the whole situation.

On 16 April 2012 I edited Post #1 of this thread. I've written a short introduction with links to many of the key posts.

25.6_Pre-contract_oblig

25.6_Pre-contract_oblig

Recent Updates from other threads.
See the actual threads, I'm just giving a precis here.

NPower - Have not transferred Gas 6 months later
https://forums.moneysavingexpert.com/discussion/4544489

Sadly, another very frustrating case.

The OP, BBSpringer, started to switch both Gas and Electricity in October 2012.
BBSpringer has had to chase their situation many times.
Contract arrived in December.
Electricity has now been transferred to npower.
Gas is still with British Gas (as far as BBSpringer knows).
Took many calls to set up DDs (often had to wait for an hour before call answered).
Eventually, in March 2013 the first DD payment was taken.

Formal Complaint has been followed.
Citizens Advice Bureau have been consulted.
Case now with the Ombudsman.


Large N Power bill
https://forums.moneysavingexpert.com/discussion/4546155

Another data mix-up.

The OP, hannah899, is with British Gas but npower have now billed her.

"... Only one problem.......Im not with them, never have been never will be. ..."

This similar to Post #145 Bradfield has experienced (npower) "changed the name of the account holder".


Npower have the incorrect bill date. Should I tell them?
https://forums.moneysavingexpert.com/discussion/4542423

"I manage my npower account online and the next bill date is in the past. My last bill was 12/12/12, and my next bill date is 16/03/2012.

Thinking that it was an error and they meant 16/03/2013, so I'd get a bill anyway, I submitted a meter reading in March but no bill ever arrived. ..."

My interpretation is that this is another data error: the 'new system' is not receiving the Meter Readings.


Now, 3 posters in two threads about:

Npower forgot to pass on their November 2012 price hike
https://forums.moneysavingexpert.com/discussion/4543465

nPower forgot to add price rise!!
https://forums.moneysavingexpert.com/discussion/4545397

This is I believe an indication that npower have discovered data errors.
I think it might be a symptom of 'data not moving smoothly' from one system to another.

While it is a good thing to check that the Customer is being billed correctly it is a pity that this error occurred.

One Poster, KTF, has already switched away from npower.
KTF has paid the Final Bill and has stopped their DD.

In Post #8 of the second thread
dogshome makes an excellent point:

dogshome wrote:

...

The whole point is that any variation in the price for customers on a contract, has to be pre-notified to the customer in writing prior to the price rise

Though n'power may well now claim that such written notice was given, with their record of not implementing the rise, any claim about prior notice is highly suspect.
If was me, I'd not pay the 'extra' billing until n'power have taken it to a Court and have a decision in their favour.

If the OP has not had a pre-advice letter, he/she should write to n'power rejecting the 'extra' billing

So, provided npower have given written notice (which from what has been posted - I doubt) I think npower are entitled to correct their Customers Accounts and rebill (for up to one year).
If, as I now think, no notice was sent the rebilling is challengeable.

In any case, it will be interesting to see how npower handle KTF's situation.

Npower in meltdown
https://forums.moneysavingexpert.com/discussion/4552715

A fourth case of "... due to an error the Nov 2012 price increase had not been applied ...".
The OP, 28manhatton, was unable to get through on the phone.

joncombe gave the following helpful tip and comment:
"... Ring the new customer number however and you will most likely get through straight away (I did). The number is 0808 156 0056. It seems NPower don't have anything like enough staff to handle calls from their existing customers but plenty to handle calls from potential new customers."


NPOWER wont amend my bill!!
https://forums.moneysavingexpert.com/discussion/4551997

OP, baffledmom, has been supplying readings (several times) but the 'wrong readings' have been used to generate the Bill.


25.6_Pre-contract_oblig