Warning: npower accept new customers without sending them a Contract

25.6_Pre-contract_oblig

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

To assist all readers Post #1 has been edited and now has links to the most informative posts.

Hi paulo1888,

Thanks for posting a link (in Post #200) - as a follow up to Post #194 - to your thread:

Npower I wish I hadn't bothered
https://forums.moneysavingexpert.com/discussion/4560731

It is good to collect all the information together and I'm pleased
that Fire Fox (and some other experienced posters) now recognise
how difficult it is to deal with npower.

Fire_Fox wrote:

...
NPower are having computer nightmares and have been for some time.

Their 'broken system', which is not cheap (at £200m), has not yet improved npower's ability to provide Customer Service.

See: Post #128 Timeline - npower's 'new system' and SAP


Other recent threads, not already referred to, include:

Npower final bill confusion
https://forums.moneysavingexpert.com/discussion/4584373
The OP BooTheMoneySaver has two Final Bills!

N Power NIghtmare
https://forums.moneysavingexpert.com/discussion/4593105

"... We finally got to speak to someone a few days ago and they have said that they have changed computer systems and there is a code on the old account (previous householder) and they cannot access bills and they cannot issue anything...which doesn't help us ..."

Two more examples of the 'broken system' making life difficult for npower's Customers.

25.6_Pre-contract_oblig

zerog

Well the executive complaints team has finally replied to me (took 2 weeks) and given me £50 compo. But I don't think they actually did anything. My complaint was simply that they kept giving me dates for bills and no bill would be sent after each date passed.


I did eventually get my bill 10 months after my previous bill. It looks like their new billing system is now generating bills for everyone who was due one but is extremely slow.


Surprisingly the bill is free of errors, but too late, I have already switched (partly because their new gas standing charge is 70% higher than all the other big suppliers)!

25.6_Pre-contract_oblig

First,

Npower I wish I hadn't bothered
https://forums.moneysavingexpert.com/discussion/4560731

The OP paulo1888 has added some interesting updates since Post #202 - above.

While many advise, here at MSE, to deal with Energy Companies - especially npower - in writing, paulo1888 is seeing the effect of making public posts as well. It is a great pity that Consumers are having to resort to this: it is a reflection of how npower are unable to provide effective Customer Service.

Next, sadly, four more examples of the 'broken system' in action.

N Power fail
https://forums.moneysavingexpert.com/discussion/4598669

nPower Customer Service - perfect Oxymoron!
https://forums.moneysavingexpert.com/discussion/4601847

nPower Complaint... any suggestions?
https://forums.moneysavingexpert.com/discussion/4605061

Npower bullies
https://forums.moneysavingexpert.com/discussion/4613059

In this last example, the 'broken system' is inconveniencing the OP MarcoM.

MarcoM wrote:

...
I received a threatening letter from npower. The letter says that I should ring to book an appointment for a gas meter safety inspection as they have not been able to gain access to the property. They say it has been more than two years since the last inspection.

Note that they have already been on 16 March to do this. They guy also took a meter reading. I can only guess that due to their systematic failure in their billing systems this visit was not logged hence the letter.
... ...

Emphasis added.

Is there any good news?

Perhaps a little: there do seem to be fewer threads and
"Adam at npower" is responding to more customers.

However, the fact that there are so many threads about npower failing their customers is a reflection of their inability to help their customers the first time they contact npower.

I'll say more about this shortly.

25.6_Pre-contract_oblig

25.6_Pre-contract_oblig

I have switched away from npower.

As I noted in Post #179 I have received my Contract (outstanding since 17 August 2012).

On 22 March 2013 (see Post #181) I phoned npower to give Meter readings and to correct the DD.
This did require the CSR to override the 'system recommended amount' which was,
even with accurate readings, still 28% too high.

The 'new system', it seems, will not let the CSR amend the DD (partly due to the 19 day lead time). Instead the old DD has to be cancelled and a new DD is then set up. This has been previously mentioned by undercover_peon.

undercover_peon wrote:

...
On the new system cancel direct debit (puzzling I know), observe the customer has been paying 50 per month and is in credit but doesn't want the whole amount back. Finally make up the right amount after much swearing only to realize you now dont have the 19 days (long time isn't it?) to re-set the direct debit. Customer is bemused why the direct debit even came into the equation (it is even worse on a payment more frequently in cash)...

There is much more information, from inside npower, in
The final straw...
https://forums.moneysavingexpert.com/discussion/4420497
The above quotation is from Post #9, 18-Feb-2013, of that thread.

As a result of this call I did receive a new Bill (dated 22 March 2013) which arrived on 02 April 2013.
I also received two further letters (dated 23 March 2013): one to confirm the new DD and another to confirm the correct capitalisation of my Name (an outstanding issue since 28 September 2012 - see Post #4). These two letters arrived on 12 April 2013 (3 weeks after the phone call).
I'm adding this detail to complement the information in Post #109 - about how long one may have to wait to receive letters from npower.


I then started to switch, on 27 March 2013.
I am now with Ebico.

Now would be a good time to reflect on this whole experience: I'll do this in a Question and Answer format.

Q 01. Why did you switch to npower?
A 01. In the year to August 2012 my previous Supplier raised their Gas Standing Charge.
As I use a very small amount of Gas I thought I could save money if I switched
to a Tariff that had NO Standing Charge (but a higher Unit Cost).

Annual Electricity Consumption was 2,854kWh and my
Annual Gas Consumption was 64kWh (as I said - my Gas consumption is low).

The £100 Annual Dual Fuel Discount was attractive.

See the start of this thread for more detail.

Q 02. Did you use a switching site?
A 02. No. I should have, it would have allowed me to get accurate prices from the whole market.
Indeed, I now realise, it is almost impossible to get accurate prices without using a switching site.
Back in August 2012 I had never looked at MSE and now I would advise all readers to 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.

Q 03. Why have you switched away from npower now?
A 03. Back in September and into October 2012 I was still willing to stay with npower
(as you can see from the start of this thread).
I was trying to give npower the benefit of the doubt and
'sort their glitch' (as I perceived it at that time).
I was aware, and had confirmation from npower - on 28 September 2012, that I could switch back with no penalty (see Post #4).
By the end of October 2012 I had discovered MSE and I was becoming more and more convinced that the issue was much more than a 'glitch'. Indeed, it has proved to be a major systemic issue that has impacted many many Customers, switching sites, other Suppliers, Consumer Focus and Ofgem.

What has been particularly galling is that the 'whole mess' was entirely preventable.
As an IT Professional, I find the whole situation embarrassing
(see Post #128 - Timeline - npower's 'new system' and SAP).

By early November 2012 I decided that I would try and get npower to issue me and all the other Customers their Contracts.

25.6_Pre-contract_oblig wrote:

To misquote Magnus Magnusson "I don't like to start what, I anticipate, I can't easily finish (right to the conclusion)."

Source: see Post #17.

Once this was done, I would almost certainly leave, as I had become so disgusted with npower's behaviour.

Q 04. What about the £100 Annual Dual Fuel Discount?
A 04. I was prepared to 'put my money where my mouth was' and forgo this.
For some people, 'time is money' and this might also be a consideration. It is for me.
Many have posted, in this thread and other threads (only a few are linked to this thread) about the vast amount of
time they have spent trying to resolve issues.
When npower, like many Suppliers, introduced a Standing Charge (for my Tariff) it made my decision even easier.
Ebico have promised (and I have personally checked with them) not to introduce a Standing Charge.
As I write, Scottish Power also have Tariffs with NO Standing Charge.
No Standing Charge
http://www.scottishpower.co.uk/support-centre/payments/prepayment/no-standing-charge

25.6_Pre-contract_oblig

continued ...

25.6_Pre-contract_oblig

Reflections - Questions and Answers - continued

Q 05. Why have you chosen Ebico?
A 05. For several reasons:

• Cost - for Gas
  As a low user of Gas my annual Gas Bill with Ebico would be £3.28 (inc VAT)
  which is less than
  £144.17 Gas Standing Charge + £2.46 = £146.65 (inc VAT) with npower.

• Simple Tariff structure
  I like their very simple Tariff - one price.
  The less you use the more you save.
  For low users it is also cheaper.

• Ethical approach - all Customers are treated the same
  Ebico don't charge more for people who can't pay by DD,
  or who don't have facilities for an online Account.
  
  I know a lot of people, many who are retired, who don't have Internet access.

• Good reputation for Customer Service
  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
  
  Ebico are 3rd and npower are 15th (last).

Wywth wrote:

...
How often does the average customer contact customer services? I know I rarely do. About once per year if that. Do I really want to pay £300 for such a contact that perhaps lasts an hour even with the worst of customer services?

Source: the end of Post #54 - discussing
MSE News: MoneySavingExpert.com turns energy market upside down

Before I started to contact npower, in August 2012, my view on the importance of Customer Service was very similar to this. However, I was wrong to make this assumption. With other Suppliers, over the previous 5 years, I never had any issues and I estimate that my 'total time giving meter readings and other interactions with the Supplier's Customer Service was about 50 to 80 minutes' per year.

So, what I now know - from bitter experience - is Customer Service is important when you need it!
I do advise readers to avoid Suppliers who have a poor Customer Service reputation.

Does your energy supplier top the complaints league table?
by Katie Benson, 15 March 2013, Which?
http://conversation.which.co.uk/energy-home/energy-supplier-complaints-data-compare-edf-ofgem/

The British are caricatured as 'not wanting to complain': I fit this stereotype.
However, one advantage of making a Complaint is that Ofgem are forcing Suppliers to publish their Complaint statistics and we, the consumers, have some insight as to which Suppliers to avoid.

Also, as many readers will appreciate, with Energy Supply companies one often only gets effective help when one makes an Official Complaint. The word "Complaint" has a specific meaning and you can't take your case to the Ombudsman without making a Complaint.

See the Citizens Advice self help web site:
Complaining about energy companies
http://www.adviceguide.org.uk

Search on the site for "Complaining about energy companies" (the URL is too long to post here at MSE).

Advice for England. From this page you can also select Scotland, Wales or Northern Ireland (where the advice, and law, is different).

Q 06. What about your Electricity?
A 06. I've decided to get this from Ebico too.
If I had chosen to get my Gas from Ebico and my Electricity from another Supplier I would pay less but I am happy to give Ebico my custom.

Q 07. Did you consider EDF for your Electricity?
A 07. While I would get a good price I'm not wanting to do more 'beta testing'. :eek:
Seriously, in the six months that I have been reading here at MSE I regard the
EDF direct debit manipulation
https://forums.moneysavingexpert.com/discussion/4292717
as the most scandalous systemic issue currently discussed here on
The Gas & Electricity Board.


Q 08. So why have you been making so many posts about npower?
A 08. I've been posting about what I know. Fortunately, for me, I've not had experience of the
EDF direct debit manipulation.
I have publically stated my views in:
FAO Ofgem and Secretary of State DECC - 3 points
https://forums.moneysavingexpert.com/discussion/4348967
See Post #129 for links to both threads: the "FAO Ofgem ..." and the "Comment on - FAO Ofgem ..." threads.

As Ofgem are monitoring this thread I've been adding links to help them and all who are caught up in this mess. These issues and links are by no means exhaustive but are important examples that could be (IMHO should be) investigated by anybody who wishes npower to have a 'smoothly running system' that is fit for purpose.

As for "so many posts": if npower had 'fixed their system' I would not have continued to make posts about their 'broken system'. However, as it is 'still broken' I'm still posting.
See also Post #181 where I've listed more reasons.

I am pleased to observe that, in recent weeks, some of the more experienced posters are pointing out the facts (about npower's broken system) as they try and help baffled Consumers.

Q 09. Why are there so many threads about npower failing their customers?
A 09. If all the Suppliers were the same then one might expect the Suppliers with the most customers to get the most Complaints.

However, I think what we are seeing here at MSE, is threads tend to be started after the customer has been let down by the Supplier.

So if the Supplier can answer and deal with a Consumer's query / issue when the Consumer makes contact there will be no thread started here. It is only after they have failed that the Consumers make the extra effort to post. The analysis by Which? (already cited in A 05)

Does your energy supplier top the complaints league table?
by Katie Benson, 15 March 2013, Which?
http://conversation.which.co.uk/energy-home/energy-supplier-complaints-data-compare-edf-ofgem/
shows "complaints per 1,000 Accounts".

So, if a Supplier's Customer Service staff and/or system can't cope we see the 'still unresolved issues' in the threads here at MSE.

Q 10. Did you hear that npower aim to lead the customer satisfaction charts by 2015?
A 10. Yes. My first thought was it was a bit like a Scotland supporter wanting to win the next World Cup!
My question is: "Is this a realistic ambition?"
I'm old enough to remember when Scotland beat the World Champions (England 2, Scotland 3: Wembley, 15 April 1967) but this was not the World Cup.

England-Scotland football rivalry
http://en.wikipedia.org/wiki/England%E2%80%93Scotland_football_rivalry
The match in 1967 was just one game. To win the World Cup you have to first, qualify for the finals and then play well enough in the tournament to win.

Good Customer Service also requires consistent good performance.

Npower: The only way is up
By Tim Probert
Published In: Intelligent Utility Magazine March/April 2013
http://www.intelligentutility.com/magazine/article/308003/npower-only-way

"Npower is among the least popular organizations in Britain. For the fifth year in a row, the British utility has been voted the country's worst energy supplier in terms of customer satisfaction by price comparison website uSwitch and for the second successive year by the Consumers' Association, more commonly known as Which?

In recent years, Npower has attracted notoriety and heavy regulator fines for poor customer service. Recent offenses include mis-selling by door-to-door salesman, mishandling customer complaints and making "abandoned calls" (when residents answer a recorded message). ..."

This article has many interesting points. It does explain some of the complexity.
IMHO npower should be aiming to improve their Customer Service. If they don't they will loose Customers.
All the people impacted by the botched introduction of the 'new system' are likely to leave and give graphic first hand accounts to their family and friends of their poor experience. Once npower have a 'fit for purpose' system they will also have to change the 'company culture'. Unless both are improved they will remain 'bottom of the league', to continue with the Football metaphor.

25.6_Pre-contract_oblig

continued ...

25.6_Pre-contract_oblig

Reflections - Questions and Answers - continued

Q 11. Taking a broader view: what values would you like an Energy Supply Company to exhibit?
A 11. Good question - it is difficult to assess a Company's values and culture but it certainly affects how they perform and how they treat their Customers and Staff.
What they do trumps what they claim they do.

• Safety
• Reliable Supply
• Compliant with all Laws and Regulations
• Accurate Billing
• Competitive Price
• Good Customer Service

Safety
No one wants Gas explosions or people being electrocuted: either Staff or Customers.

To use an example from the Railways. In the 19th Century many people were killed in Train Accidents: both crashes and boiler explosions. By the 21st Century it is rare for Passengers to die on the Trains here in Britain.

Facts and figures: an overview of the railway's health and safety performance
http://www.rail-reg.gov.uk/server/show/nav.2833

Passenger Deaths are now so rare that, in the 21st century, they have all been reported in the Press (unlike suicides on the Railway or Road Deaths).

Some Passenger Deaths are due to poor points maintenance: e.g. see
Potters Bar rail accidents
http://en.wikipedia.org/wiki/Potters_Bar_rail_accidents

Gas explosions are rare.
A well known explosion, in December 1999, killed a family in Larkhall.

Transco indicted for gas explosion
05/02/2003
http://www.scotland.gov.uk/News/Releases/2003/02/3060

Transco fined £15m for gas pipe error that killed family
By Owen Bowcott. Published by The Guardian on 26 August 2005
http://www.guardian.co.uk/uk/2005/aug/26/owenbowcott
The gas had leaked from old ductile iron mains.

Following the Larkhall case, the replacement of iron mains was accelerated.
See:
The Health and Safety Executive's (HSE) Enforcement Policy for the
Replacement of Iron Gas Mains
http://www.hse.gov.uk/gas/domestic/gasmain.pdf

While fatal gas explosions are rare, there are about 600 "gas in building" events (due to iron mains failure) per year in the UK (see HSE Para 4 - above).

Enforcement Policy for the replacement of iron gas mains 2006 - 2013 - December 2005
http://www.hse.gov.uk/gas/supply/mainsreplacement/irongasmain.htm
Is the current information.

I am using the examples of Rail Passenger Deaths and fatal gas explosions because the information is in the public domain.

The good news is that, over time, the most unsafe practices are being eliminated.
I still wonder, however, how many are injured replacing the Gas Mains or working in very bad weather to restore the Electricity supply (pylons and poles etc).

What about less serious, non fatal, Health and Safety issues?
These are harder to measure and assess.
Many are not in the public domain.

Many people have posted in this and other threads how stressed they are when dealing with a 'broken system'.
Have you considered the CS staff who have to use the 'broken system'?
I wonder how many are 'going off sick' because of this.

Reliable Supply
I have been living in my current home for more than 20 years and in that time I have had 2 power cuts.
There has also been one planned 'Gas cut' to enable a main door flat to be connected to the 'pipe that supplies the stair'.
So, excellent reliability.
Until I was 6 years old we had neither Gas nor Electricity.
I still know many people (who live abroad) where 'a continuous Electricity supply for a whole day' is a rare event. Here in the UK we have much to be thankful for. IMHO it is good to plan for the anticipated loss of old Power Stations, reduction in North Sea Gas supplies etc. I also support incentives to enable more renewable Electricity generation.

Compliant with all Laws and Regulations
Until I stumbled into this whole mess I, naively, assumed that all the Energy Supply companies were "Compliant with all Laws and Regulations". This thread demonstrates that this is not the case. It also highlights how difficult it is for Consumers to get good service when a large Company chooses to ignore the Regulations. npower do not seem to fear the Regulator: Ofgem.
As noted above, in Post #190, Ofgem's Official Investigations take months and years.

I am pleased that Energy Supply Companies have been (and are being) Investigated by Ofgem for mis-selling.
However, I am disappointed that the market is working so poorly and the Regulator appears to be be so weak that Companies even considered such unethical behaviour.

Accurate Billing
All Consumers have to pay their Bills. One would hope to receive accurate Bills and, if one is paying by DD, have accurate calculations of the DD based on the 'best evidence available'. For existing Customers, where accurate readings are known, there is no excuse for the current systemic issue at EDF.

Competitive Price
The market is failing here too. It is almost impossible to compare prices without using a switching site.
While all readers of this post have Internet access, how many Consumers are being exploited by the Energy Supply Companies because they have no access to switching sites?

If all the Energy Supply Companies were good on the first 4 points:-

Safety
Reliable Supply
Compliant with all Laws and Regulations
Accurate Billing

The choice would be determined by
Competitive Price and
Good Customer Service

This 'big question' requires more thought and analysis.
I don't have good answers.

Q 12. Can you think of anything positive from you experience of dealing with npower and their 'broken system'?

A 12. Yes.

First, I'm always learning. So, in my case, I've learned a lot about the Industry. I have also discovered that there is a lot of useful information here at MSE and many helpful posters.

Second, Ofgem are aware Post #134.
IMO npower should have reported themselves to Ofgem (Post #20).
backfoot in Post #135 comments on Consumers informing Ofgem.

Third, I've been able to help a few individuals. Some have 'ticked' my posts.

Fourth, I have been able to help - by putting accurate information into the public domain - many other Customers (and potential Customers) of npower about:

• What is really going on.
• Why Consumers are experiencing 'bizarre things'.
• This information can be used in the future.

Q 13. You said "I am now with Ebico": do you have any feedback?
A 13. Yes, everything has been very good.

• Contract posted the day I phoned Ebico (27 March 2013).
• Postcard arrived with 'dual Ebico SSE branding' to help avoid confusion between two 'brand names'.
• Later, a Welcome Pack was sent.
• Another Postcard, after 'cooling off period', to remind me that the process was still on-going.
• Letter, in a window envelope showing both Ebico and SSE brands, to confirm switch date.
• Message left on home phone, the day before switch, to remind me to give my readings.
• Easy to give readings.

Potential issues were anticipated and efforts were made to get everything 'right first time'. So, this is how a switch should be done.

Readers will recall that npower sent nothing until I contacted them - one month after the start of the switch.
The contrast is glaring.

Q 14. Did you take your case to the Ombudsman?
A 14. No.

Q 15. Have you had your Final Bill from npower?
A 15. Not yet. I'll post my experience in this thread.


25.6_Pre-contract_oblig

25.6_Pre-contract_oblig

Final Bill
I have had my Final Bill.

Since I phoned Ebico, on 27 March 2013, to start the switch away from npower I have had nine letters from npower.

First, to try and keep me - Retention
Three SYLOBJ1 Letters (Dated: 23/04/13, 24/04/13 and 01/05/13).
Two SYLOBJ2 letters (Dated: 01/05/13, 03/05/13).

Then, two PSCAN "Your payment scheme is cancelled" Letters (Dated: 29/05/13, 13/06/13).

Last, two Final Bills
Electricity 25/05/13
Gas 13/06/13

My most recent Bank Statement confirms that npower credited my Account £24.73 on 18/06/2013.
So, I am no longer npower's customer and I have received the outstanding money.
It took about 12 weeks.


Next, an update by paulo1888 - see Post #202 and Post #204 (above).

The 16 June 2013 update to this ongoing saga:
Npower. Warning to anyone considering switching.
https://forums.moneysavingexpert.com/discussion/4655559

paulo1888's initial thread is:
Npower I wish I hadn't bothered
https://forums.moneysavingexpert.com/discussion/4560731


Unfortunately, there are still examples of the 'broken system' still causing problems for npower's Customers. Here are another six threads that have not been linked above.


Npower bill query
https://forums.moneysavingexpert.com/discussion/4615009

"Received an email from npower today saying they are trying to collect money. They say i owe them £30. The trouble is i have not been a customer of theirs for 8 months..."

Another data error: OP billed 8 months after they had left npower.


NPower charging me from closed account
https://forums.moneysavingexpert.com/discussion/4649247

Another data error: OP left npower in Feb 2013.


Npower complaint
https://forums.moneysavingexpert.com/discussion/4635535

Several posters, several issues.
Some are, IMHO, 'fall out' from the broken system.


Refunds from npower
https://forums.moneysavingexpert.com/discussion/4669619

OP CallumF has been badly impacted by a "billing block" that npower applied (but did not remove) as they 'upgraded his Account to the new system'.

"... ...
On Thursday I lucked out and got a smart/helpful/clueful CSR who seems to have gotten to the bottom of part of the problem (apparently there's a "billing block" on my account and that's why the previous refunds didn't go through -- my response was basically (i) why did the previous CSRs never mention this, and (ii) I don't care what the excuse is, give me my money back.

Clueful CSR (unlike his predecessors) then does escalate this, and I quickly get a call from a manager who, although she's very helpful and confirms that it's with the complaints team, is basically useless -- the "billing block" dates from the system migration a few months ago, but she can't say why it hasn't been resolved, or why it was never mentioned before, or why nobody's contacted me, or anything other than that only the complaints department can resolve this as the billing department isn't able to (for some vague reason). Oh, and it'll probably take the complaints team another 7 days, plus the 3-5 days for the BACS refund to got through.

I say I'm not happy with it taken even longer for them to refund the hundreds of pounds that they've been promising for months to refund me whilst still continuing to try to take more money from me. I say that I want someone from complaints to call me to explain when this will be fixed. Another 2 working days later, obviously no calls from them, but today I get an email complaining that I've cancelled the DD (odd that), and a letter in the post saying that they're aiming to resolve it within 28 working days!

... ..."


NPower online billing non exsistent
https://forums.moneysavingexpert.com/discussion/4681355

"... I switched to Npower in December last year

I have never seen a bill from them (online billing)

I have given meter readings and have had a meter reader at the house

However Npower don't appear to have my first reading after switch over to them on moving into this property and certainly don't have the reading that the meter reader took from my gas meter in early May

My position now is I am switching suppliers because I just have no idea what is going on with these accounts and to be honest ,I am very worried about this non existent bill and readings situation ..."


From Post #3
"... I have lost count of the amount of times I have phoned NPower
over the last 5 months

I have been trying to get online accounts showing and sort out D/D payments for the last 5 out of 6 months I have been with Npower without any resolution to the problem

The situation was escalated to their complaints department twice , still had the same response from the complaints department

Technical issues or billing issues (no resolution) ..."


My interest free loan to Npower
https://forums.moneysavingexpert.com/discussion/4692907

"... Subsequent to my phone call an amendment was made to my account which was over £2k in credit, when questioned what that payment was for it was made clear to me the advisor did not know.

The advisor had different figures on his machine that I had on my online account which I was looking at as I was talking to him. ..."

In this 6th example thread, there is some good news: there are helpful posts from folk here at MSE.


25.6_Pre-contract_oblig

paulo1888

Hi 25.6_Pre-contract_obli

The executive complaints team. The very name suggests that the complaint is at the highest level and receiving personal attention. They send me a letter apologising for the fiasco. Listen to this rubbish "Rest assured we're doing everything we can to resolve your issue and we will keep in touch with you as we work towards a resolution"
WRONG. They never ever keep in touch. The only time they respond is when you vent your anger on Social Media. The so called Executive Complaints team even managed to change my name to Mr Gilroy. My name is Mr Gillooly. Doesn't exactly inspire me with confidence.

Anyway can someone please help me with this one. Under the supply of goods and services act, can a company charge you for a product if they refuse to tell you how much the product costs? Npower have been supplying my gas since February, and are unable to tell me anything about my usage or associated costs. I have a record of all correspondence to back this up. My case is currently with Ombudsman Services.

Many Thanks

25.6_Pre-contract_oblig

paulo1888 wrote:

The executive complaints team. The very name suggests that the complaint is atthe highest level and receiving personal attention. They send me a letter apologising for the fiasco. Listen to this rubbish "Rest assured we're doing everything we can to resolve yourissue and we will keep in touch with you as we work towards a resolution"
WRONG. They never ever keep in touch. The only time they respond is when you vent your anger on Social Media. The so called Executive Complaints team even managed to change myname to Mr Gilroy. My name is Mr Gillooly. Doesn't exactly inspire me with confidence.

Hi paulo1888,

Thanks for the latest update.
Your posts (in several threads - some linked above) do demonstrate that it can be worth a Customer's time and effort to use Social Media as well as npower's Complaints.

What is very sad is that npower's Customers and the Customer Service staff have to rely on such a 'broken system'. In your case, where there is NO Account Number, the situation is particularly bizarre.

Reference: paulo1888's most recent thread is:

Npower shambles
https://forums.moneysavingexpert.com/discussion/4713209


Other recent threads include:

NPower billing disaster
https://forums.moneysavingexpert.com/discussion/4635851

OP, parcival has had three £25 compensations from npower - see Post #14.

"FINAL UPDATE - another 4 weeks of struggling to get an accurate final bill. A third £25 compensation has been offered by NPower. Unfortunately even they cannot work out a correct bill and have finally agreed to write off any amount that we owed them.

Morale of the story is to keep fighting NPower over incorrect / disputed bills.

They have admitted that a new billing system has left them with thousands of unresolved 'issues' "

Emphasis added.

**NPOWER** Please help!!
https://forums.moneysavingexpert.com/discussion/4713953

OP, fashnu, tried several times, over 8 months, to set up an Account.
Then npower went direct to debt collection!

25.6_Pre-contract_oblig

25.6_Pre-contract_oblig

More issues that illustrate the impact of the 'broken system' on npower's Customers.

NPower had Gas Meter changed & Now its not on the database!
https://forums.moneysavingexpert.com/discussion/4707401

hannahp wrote:

I am posting on behalf of my adult Autistic spectrum son who lives independently but can't handle certain situations (Complaints,Conflict & anything unfamiliar really) ...

This issue has been ongoing since August 2012!

NPower Problems
https://forums.moneysavingexpert.com/discussion/4708695

nPower won't send me a bill
https://forums.moneysavingexpert.com/discussion/4717021

N power billing gone wrong...
https://forums.moneysavingexpert.com/discussion/4714955

Two posters dellydaisy and Leanne1234 have had difficulty in getting a bill.

"Adam at npower" has offered help to both cases.

See Post #9 were joncombe helpfully adds:

joncombe wrote:

Still waiting as well

I have switched from Npower but still waiting for a correct bill. None of my bills since about November have been correct, they contain basic arithmetic errors. I sent a letter of complaint to NPower, recorded delivery. I checked it had been delivered but despite this my letter was ignored.

Posting on here finally got a response from the Npower Executive Complaints. They agreed to re-issue the bill but after a couple of weeks sent me one that was exactly the same. I complained again and was told they would re-issue the bill but after a few weeks I was told that the result was the same so there was no point. The response was essentially that because they believe the final balance is correct, it does not matter that the bill doesn't add up. I pushed this and have been told (for the 3rd time), a corrected bill will be issued. So far I am still waiting and have had an email from Npower stating that 8 weeks have passed so I can take it up with the regulator, which I intend to do.

My opinion is that the new billing system Npower have simply does not work properly.

Emphasis added.


Npower - bad customer service, share here.
https://forums.moneysavingexpert.com/discussion/4720657


Add your feedback on energy supplier Npower
https://forums.moneysavingexpert.com/discussion/4415573

Posters continue to add to this thread (which has been linked to above - see Posts #179 and #194). Many of these posts illustrate how difficult it is to deal with npower while they continue to use their 'broken system'.

Which brings me to ...

The SAP anti competition argument
https://forums.moneysavingexpert.com/discussion/4294069

jimjames, at the end of July, added his experience.
Others have chimed in.

In Post #47 of that thread joncombe has posted an illustration of the 'bill that npower can't add up'. The "Billing and payment history" shows 13 Final Bills :eek: since 03/07/2013.


25.6_Pre-contract_oblig