Warning: npower accept new customers without sending them a Contract

Terrylw1

25.6_Pre-contract_oblig wrote: »

I thought you did. Thanks also for all your extra information on the SLCs, it is interesting.

However, in this case where people who are Telephoning, and who may not even have Internet Access, being "forced to search {any} website" is not the point.

The main points are:

• npower are supposed to send a Contract (they have told me this 10 times).
• npower are not able to send me my Contract (they have told me this 8 times).

The reason they can NOT send the Contract, npower are telling me, is their 'new system' is broken. I believe them. I have even alleged that it is "not fit for purpose" see Post #36
https://forums.moneysavingexpert.com/discussion/comment/57157175#Comment_57157175
npower are not refuting this, nor are they answering the questions in Post #6
https://forums.moneysavingexpert.com/discussion/comment/57051151#Comment_57051151

So, we await for Ofgem to enforce the Regulations by making npower comply with the SLCs.

25.6_Pre-contract_oblig

That's very interesting if their new SAP system can't issue contracts.

That would definitely be a systemic issue and needs Ofgem to investigate.

They can easily still produce it manually I guess but I'm betting there are many thousands of customers also chasing them for their contracts.

If a supplier stated it couldn't produce any bills, it would be a major issue...we all remember Independent Energy being bought out by...Npower...for this very reason as their value plummeted overnight.

Where are Ofgem? Hiding again until they are forced to get involved?

nPower

Afternoon forum users,

I just wanted to drop you all a quick update and acknowledge that we were aware of this post.

Last week we were experiencing a delay in processing new contracts but the backlog is now cleared so you shouldn't see any further issues.

25.6_Pre-contract_oblig - your complaint seems to stem back further than this issue. You've already posted reference numbers, so I'll make sure this is looked into for you, but if there is anything further you want to let me know, my contact details are below.

For any account specific queries, please send your details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL], and I can check the status of your contract.

Many thanks,

Adam

25.6_Pre-contract_oblig

Hi Adam at npower,

First, thanks for your post.

nPower_company_representative wrote:

Last week we were experiencing a small delay in processing new contracts but the backlog is now cleared so you shouldn't see any further issues.

See Post #20
https://forums.moneysavingexpert.com/discussion/comment/57099195#Comment_57099195

GemBlueTopaz1984 wrote:

I signed up to Npower at the end of september and haven't received any paperwork at all, i have no account number i haven't given any meter readings. ...

I, as you know, (see Posts #1 to #5) first Telephoned npower on 17/08/2012.

So, it looks to me as if the issues with your 'new system' have been ongoing since August.

nPower_company_representative wrote:

... but if there is anything further you want to let me know ...

I am glad Adam that you are also going to try and find out what is going on.
For myself, an ETA for when npower will send me my Contract would be 'nice to know'.

However, to be clear, the reason I am Posting here (in addition to making my Complaint) is
because I think the issues at npower are NOT 'just affecting me' but are also affecting
other people.
So, while I can wait for my Contract and my Welcome Pack (see Post #35),
I still want npower to answer my questions - see Post #6.
https://forums.moneysavingexpert.com/discussion/comment/57051151#Comment_57051151

I am confident that other readers would also like the answers to these questions.

If your colleagues have misinformed me, or if I have summarised what they said
inaccurately (see Posts #1 to #5 as well as Post #35) you are welcome to
refute or correct npower's position.

In other Posts I have made assertions or stated opinions:
e.g. in Post #6 in the thread
The SAP anti competition argument
https://forums.moneysavingexpert.com/discussion/comment/57308269#Comment_57308269
I speculated that the issues at npower were so serious that the 'new system'
had not even generated a Contract. (Remember, I'm using "system" to mean
the people, processes and procedures together with npower's computers - not just
a SAP {or any other software that might be part of a "system"}.)

25.6_Pre-contract_oblig wrote:

I am not convinced that there is a written Contract, for MY Telephone Sale.
I speculate that the 'new system at npower' has not generated it.
If npower had an electronic or paper version of MY Contract, I would expect that npower would have sent me a COPY of it by now!

I am arguing that npower's 'new system' is not fit for purpose.
It is 'making npower breach SLCs'.
By using it, npower have breached SLC 25.6 (for me and other Customers).
By using it, npower have breached SLC 22.8 (in my case - I don't have evidence of other Customers).
If they continue to use it they will continue to breach these SLCs.

How can that be acceptable in a Regulated Energy Supply market?

So, when you have answered my main questions (in Post #6 of this thread) you might like
to comment on these points as well.

Looking forward to your reply,

25.6_Pre-contract_oblig

nPower

Hi 25.6_Pre-contract_oblig,

Thank you for your reply.

I've taken a look into your account and can confirm that you were not affected by the issue I mentioned above, which has now been fully resolved.

You called npower on the 17.08.12 and agreed a verbal contract over the telephone.

We sent you a welcome pack on the same day. This included a welcome letter for electricity, but we are aware that this was a system generated error and should have said dual fuel.

On page 4 of this pack, it explains your contract and gives you option to view all of the information you agreed on the phone and advises you have the option to call us if you are not happy with any of it.

The welcome pack also included your tariff prices and, terms and conditions.

We sent two further letters (code - NCSTART) on the 11 and 12.09.12, which confirmed your supply start dates for gas and electricity, and a final letter was sent on the 05.11.12 confirming your tariff information.

I have had all of these re-printed and put in the post recorded delivery today, so they should be with you shortly.

If you have any further account specific queries you'd like me to look into, please let me know.

Kind regards,

Adam

Wywth

OP - I would urge you to report the apparent, frequent loss/theft of the several postal items nPower has sent you to your local Royal Mail office ... and perhaps also the police.

The Royal Mail employes tens of thousands of employees and sadly they do sometimes get a rotten apple as a result
http://www.bbc.co.uk/news/uk-england-manchester-19345245

Only by reporting such matters can an appropriate investigation even begin.

Diamond78

nPower_company_representative wrote: »

Afternoon forum users,

I just wanted to drop you all a quick update and acknowledge that we were aware of this post.

Last week we were experiencing a delay in processing new contracts but the backlog is now cleared so you shouldn't see any further issues.

25.6_Pre-contract_oblig - your complaint seems to stem back further than this issue. You've already posted reference numbers, so I'll make sure this is looked into for you, but if there is anything further you want to let me know, my contact details are below.

For any account specific queries, please send your details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL], and I can check the status of your contract.

Many thanks,

Adam

You must be the gentleman I emailed several weeks ago. I was emailed by the executive office and told that my account would be sorted after investigations revealed that I did in fact create an account with Npower, despite NPower denying at first that I hadn't. I emailed back with a meter reading as requested and that was over 3 weeks ago.

I have emailed twice since and I have had no response back, no contract, no letter, no nothing. However, Npower did send a second letter to the Housing Asoociation, which I received today by them demanding payment by yesterday. I have given my personal details so many times, tried to resolve and pay what I owe how many times and I am still chasing these people.

How many more excuses are NPower going to use? Despite the reassurance from the executive office and of Adam, I hear only silence from this company.

Terrylw1

Wywth wrote: »

OP - I would urge you to report the apparent, frequent loss/theft of the several postal items nPower has sent you to your local Royal Mail office ... and perhaps also the police.

The Royal Mail employes tens of thousands of employees and sadly they do sometimes get a rotten apple as a result
http://www.bbc.co.uk/news/uk-england-manchester-19345245

Only by reporting such matters can an appropriate investigation even begin.

Well, since someone must have reported my response to your post yesterday, I shall post it again.

I wonder about the motives someone had since it merely pointed out the fact that:
- companies often use "well we sent it" in a complaint even when they haven't as a customer can't dispute it. All we have is 3 dates showing what action was sent.

- the OP made contact quite a few times over 3 months. So, upon requesting it, why was it not re-issued? All these contact points have been ignored in favour of posting what was sent.

Yes, if it is sufficiently proven that these were sent, the RM could be the next step but I don't think its gone that far. The rep hasn't confirmed all the others were sent which have also gone missing so there are clearly shortfalls in service.

There is nothing in this post that breaches the board rules, as it didn't yesterday, so I hope it won't be deleted just because someone somewhere doesn't want to see a valid viewpoint!

Diamond78

I received an email today from NPower asking me to click on the link to validate my email address. I refuse to do that as I very rarely click on links.

So still no response from head office and Adam must be off as he would of posted by now.

nPower

Diamond78 wrote: »

You must be the gentleman I emailed several weeks ago. I was emailed by the executive office and told that my account would be sorted after investigations revealed that I did in fact create an account with Npower, despite NPower denying at first that I hadn't. I emailed back with a meter reading as requested and that was over 3 weeks ago.

I have emailed twice since and I have had no response back, no contract, no letter, no nothing. However, Npower did send a second letter to the Housing Asoociation, which I received today by them demanding payment by yesterday. I have given my personal details so many times, tried to resolve and pay what I owe how many times and I am still chasing these people.

How many more excuses are NPower going to use? Despite the reassurance from the executive office and of Adam, I hear only silence from this company.

Hi Diamond78,

I'm really sorry to hear that this hasn't been resolved and you've not heard anything back.

If you can drop me a quick email to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL], I can chase this up immediately.

Many thanks,

Adam

25.6_Pre-contract_oblig

Hi vmaw528,

I was looking for Terrylw1's 'Missing post' (that one that he had to repost, that is now Post #68) and I found your post 'cached by Google'. From the position in the thread I think you posted it on 20 November 2012.

Did you delete it?

I could send it to you, by PM, in case you want to post it again.
I am sorry to hear that you have had difficulty in getting npower to contact you and all the other points.

Hi Diamond78,

Thanks for posting in this thread as well as in the thread:
Problem with NPower
https://forums.moneysavingexpert.com/discussion/4252307

Your Posts, along with Rodders99 and bebewoo lend credence to what most readers here believe:

npower have serious issues with their 'new system'.

Their 'new system', which may have SAP software as part of
the 'current system in use', is still not able to

• meet npower's own published standards
• meet the Industry SLCs
• meet their legal obligations

Spending money on trying to introduce SAP, it seems to me, has been a waste
because ANY system should be able to these functions.

If you are interested in 'IT issues' there is a well informed thread
The SAP anti competition argument
https://forums.moneysavingexpert.com/discussion/4294069

25.6_Pre-contract_oblig

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