Problems with NPower and MoneySuperMarket.com

nPower

Good afternoon everyone,

I thought it would be useful to update you on where we are in issuing our 'welcome to npower' packs to new customers.

I'm pleased to report that we will have completed sending out these letters by early next week, so customers will receive them shortly.

I'd also like to reassure you that the actual switching process has not been affected - gas and electricity supplies are being processed as normal.

We're really sorry for the delays in getting these packs out to our new customers.

Best wishes,

Adam

jacobsdaduk

nPower_company_representative wrote: »

Good afternoon everyone,

I thought it would be useful to update you on where we are in issuing our 'welcome to npower' packs to new customers.

I'm pleased to report that we will have completed sending out these letters by Friday 7th December 2012, so customers will receive them shortly.

I'd also like to reassure you that the actual switching process has not been affected - gas and electricity supplies are being processed as normal.

We're really sorry for the delays in getting these packs out to our new customers.

Best wishes,

Adam

Thanks - but I've already cancelled my switch with you and have switched to Sainsbury's.

downshifted

Adam - I have to say I am very unhappy with the poor customer service shown so far and am having second thoughts about switching. Do I get the cooling off period from when I get the welcome pack? Until today I had assumed that the switch just hadn't worked - I have now checked with my current supplier and they have closed my account so it looks like it is going through - but I have had no information and therefore no cooling off period. If your service to potential new customers is this poor I hate to think how you treat long standing ones.

General_Mayhem

I'm in exactly the same boat. Submitted a request on the 19th of October via energyhelpline, and to date haven't heard a thing from npower. Nothing by email, post or phone. I tried calling them and after a lengthy (16min) wait got told their computers were down, they took my number promising to call back in 48 hours. Guess what - they forgot.

My previous supplier has sent me my final bill, so something is going on, but I have no idea what.

There is no way I will tolerate this sort of service; so thanks npower, I'll find someone else...

25.6_Pre-contract_oblig

General_Mayhem wrote:

I'm in exactly the same boat. Submitted a request on the 19th of October via energyhelpline, and to date haven't heard a thing from npower. Nothing by email, post or phone. I tried calling them and after a lengthy (16min) wait got told their computers were down, they took my number promising to call back in 48 hours. Guess what - they forgot.

My previous supplier has sent me my final bill, so something is going on, but I have no idea what.

There is no way I will tolerate this sort of service; so thanks npower, I'll find someone else...

Hi General_Mayhem, thanks for posting. Your evidence is also useful.

npower have serious issues.
They are not being forthcoming.

See the main thread:
Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611

I note, that in your case, you have used energyhelpline in October (so did *Jane*).

downshifted and jacobsdaduk (the OP in this thread) used MoneySuperMarket.com as the 'switching site'.

So, I think what has happened in your and downshifted's case is:

• The switching site sent your data back to your previous supplier (saying 'Customer is leaving').

• The switching site sent your data to npower (saying 'here is a new Customer').

However, npower's 'new system' (which is - I have been alleging - "not fit for purpose") has not been able to send you your "Welcome Pack" (and any other documentation).

npower are in breach of their own standards, and SLC 25.6.
You have not had a chance to read your Contract and 'cool off' BUT you HAVE been 'switched'.

downshifted wrote:

Adam - I have to say I am very unhappy with the poor customer service shown so far and am having second thoughts about switching. Do I get the cooling off period from when I get the welcome pack? Until today I had assumed that the switch just hadn't worked - I have now checked with my current supplier and they have closed my account so it looks like it is going through - but I have had no information and therefore no cooling off period. If your service to potential new customers is this poor I hate to think how you treat long standing ones.

downshifted, I quite agree. I've been waiting for my Contract since 17-Aug-2012. I've been waiting for a copy of my Contract since 28-Sep-2012.

IANAL but as others have posted (in the main thread), legally your cooling off starts when you receive the Contract.
As you have NOT got one npower can't keep you.

So what can you do now?

Complain to the switching site.
Use the evidence in the other thread.
Remember, according to npower - they have not denied this (and I've asked them to refute several times).

• npower were aware that their 'new system' had issues in September 2012 (they first told me on 24/09/2012, they may have known before that - npower have not been forthcoming).

• Ofgem were aware of the issues at npower on or before 01/11/2012.

In your Complaint, ask your switching site:
Why did you let my data go to npower?
If they say 'we did not know npower's system was broken' ask them - "why not?".

• Ask them why were they not informed by npower.

• Why were they not informed by Ofgem.

Your complaint will, I hope, throw light on to this situation and, I hope, prevent any other Supplier from making a similar mistake. I hope you Complain because it will assist other consumers.

You can also Complain to npower. I was offered £25 for the fact that I had phoned them so many times to ask for my Contract.

25.6_Pre-contract_oblig

Wolf3

comparison websites are energy brokers who do the comparisons for you and receive a commission for every sale/transfer. there is an indeterminate time between you clicking yes to the transfer and the comparison website sending that information to the new supplier. When the new supplier gets round to processing that request, that is when your cooling off period starts, not when the contract is sent out in the post.
As for Npower not sending the contracts out in the post, that is an obvious IT issue which has been discussed at length in other posts. The fact of the matter is if you have requested the transfer and your old supplier has closed your account with them, then your supply has legally transferred across to NPower and will be billed by them from the registration date, even if you have not received any paperwork.
You also have a legal right to request an erroneous transfer back to your old supplier if you feel NPower have not met their contractual obligations and are not treating you fairly by not providing you with any paperwork. I would think the matter basically boils down to if the tariff you chose is the the right one (by going through a comparison website, I would hope so) and if Npower are going to provide you with a decent level of service

jacobsdaduk

I think that MoneySuperMarket.com should take a stronger stance. They're the broker so it's within their interest to only offer services from providers they can trust. They were clearly aware of problems with Npower when I called but they couldn't get me off the phone fast enough.

The sensible thing would be for MoneySuperMarket.com to remove Npower from their list of providers until such a time that Npower can demonstrate they have their house in order.

I switched to Sainsbury's on Wednesday after cancelling my new contract with Npower and got a letter from Sainbury's this morning confirming the process has started. I guess you get what you pay for.........

backfoot

jacobsdaduk wrote: »

I switched to Sainsbury's on Wednesday after cancelling my new contract with Npower and got a letter from Sainbury's this morning confirming the process has started. I guess you get what you pay for.........

You got British Gas.

jacobsdaduk

backfoot wrote: »

You got British Gas.

Yep. But cheaper than BG own prices.

backfoot

I was just advising that Sainsbury Energy is just a brand/partnership with BG. I support your move from NP while their customer service isn't up to scratch.

Which tariff have you opted for?