Warning: npower accept new customers without sending them a Contract

nPower

lamialex wrote: »

OMG!
Is this company run by monkeys?
I'd rather deal with monkeys actually, at least I wouldn't be surprised with their appalling customer services.
It's been a month now that I've tried to get in touch with them. I've moved to a new home where they were using Npower, I had never used that company so I decided to give it a try. Definitely a big mistake!
I have been waiting several times for more than 20 minutes on the phone listening to crap music and a robotic voice telling me that I hadn't been forgotten and I would be in touch with someone shortly. Once, I was even told I was top of the queue for 20 minutes. Seriously!!!! Are there any humans working in this company?
And several times, they have been experiencing problems with their system so I need to call back later, like right now for example...

The previous tenant gave me her internet details so I tried to contact them via internet, or change the name of the account, same deal, absolutely appalling.

Not sure what to do?
The previous tenant needs the final bill!
Do I just switch off now to another company?
I have a life and I don't want to waste it on endless calls to Npower.

Sorry if this is not the right thread, not sure where to put this.
Thanks.

Hi lamialex,

I've just checked, and I'm most definitely human

When you moved into the property, did you call us to advise that you had moved in? We'll need to do a change of occupier on the account, using the previous tenants closing reads and your new opening reads.

You can call our Joiners team for free on 0800 316 3375 or, 0330 100 8674 (from a mobile) and they'll be able to get the ball rolling.

Or, if there's anything I can help with, please send me an email with all the details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL]

Kind regards,

Adam

scootw1

nPower_company_representative wrote: »

Hi scootw1,

I'm more than happy to look into this for you. If you can pop over your account details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL], I can get onto this right away.

Many thanks,

Adam

Hi Adam

I've just mailed you the details. many thanks

lamialex

Thank you so much Adam!!! Yes I can tell you are human
I have tried several times to call npower since i moved in but no luck!
This number you gave me actually worked! So hopefully it is now all sorted out. I will believe it once I get the confirmation letter in the post.
But thanks for your help and for being so quick.

scootw1

scootw1 wrote: »

Hi Adam

I've just mailed you the details. many thanks

Hi again Adam. My bill has now been done but i would still query why the DD has gone up so much. is it because my gas appears to have doubled in consumption since last year?

matty17r

Had my gas and electric with eon last year and didn't have any problems with them. However, new tariff after one year had gone up so changed to npower on 14th november. To date no e-mails, no letters - not heard a thing. Decided to call them and had to hold on like the previous moneysaver listing to naff music and saying I hadn't been forgotten. After 45 minutes a reply. Explained situation and she said that they have lost a lot of contracts and are working on it! She said I should receive something soon. Not a very good start npower.

25.6_Pre-contract_oblig

matty17r wrote:

Another customer having problems with npower!
Had my gas and electric with eon last year and didn't have any problems with them. However, new tariff after one year had gone up so changed to npower on 14th november. To date no e-mails, no letters - not heard a thing. Decided to call them and had to hold on like the previous moneysaver listing to naff music and saying I hadn't been forgotten. After 45 minutes a reply. Explained situation and she said that they have lost a lot of contracts and are working on it! She said I should receive something soon. Not a very good start npower.

Hi matty17r,

Thanks for posting this.
Particularly the point "... Explained situation and she said that they have lost a lot of contracts and are working on it! ..." (emphasis added)

Please let us know what happens.

"Adam at npower" has said, in Post #63 (on 19-11-2012):

"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."
See Post #63 and the posts since then.
We are seeing "further issues".
In your case, matty17r, npower's own published standard has been breached (see Post #74) - again.

25.6_Pre-contract_oblig

scootw1

I am pleased to report that my direct debit has now been looked at again and lowered to 81 pound as of january and my bill is available online. Many thanks to Adam and the staff at Npower customer services.

25.6_Pre-contract_oblig

Good to hear. Did anybody explain to you, in writing, how npower calculated the rise in DD? It is a pity that you have had to challenge them on this.

25.6_Pre-contract_oblig

meggsy

I see npower problems are on-going !

and now their CEO will step down at the end of next month, short

announcement here

http://www.independent.co.uk/news/business/news/beckers-to-quit-as-rwe-npower-chief-8353068.html

scootw1

25.6_Pre-contract_oblig wrote: »

Good to hear. Did anybody explain to you, in writing, how npower calculated the rise in DD? It is a pity that you have had to challenge them on this.

25.6_Pre-contract_oblig

Well, the lady who replied said that it had been calculated on predicted future consumption. however, she then went on to say that she had looked at the figures again and found them to be wrong. So, it looks as if the computer is either:

a. overestimating future consumption, or
b. calculating the wrong amount on the right consumption.

My guess would be b going by the email.

It wasn't until I contacted npower that they finally confirmed the payment was £60 next month and then £81. Shouldn't have had to do that but at least it's sorted now