Problems with NPower and MoneySuperMarket.com

jacobsdaduk

backfoot wrote: »

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?

Energy Price Check Jan 2014.

I usually go fixed, but I'm gambling on the suppliers watching their prices to avoid growing pressure from the government/public. A bit of a gamble I realise.

downshifted

25.6_Pre-contract_oblig wrote: »

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, 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

It is a pain, isn't it! But I will make the effort to complain. Thanks for your advice and your continuing interest.

25.6_Pre-contract_oblig

downshifted wrote:

It is a pain, isn't it! But I will make the effort to complain. Thanks for your advice and your continuing interest.

You're welcome. Yes, the whole thing is a pain!

25.6_Pre-contract_oblig

25.6_Pre-contract_oblig

jacobsdaduk wrote:

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.
...

Well put, I think the same!

This issue is now affecting lots of people.

The Energy Shop see their blog
http://blog.theenergyshop.com/?p=492
have at least tried to inform their Customers and they have tried to get some accurate information from npower.

npower have tried to 'play down the whole issue' be a 'bland as possible'.
See Post #12 above and their FAQ (next).

I joined npower but I still haven't received my welcome pack?
https://customerservices.npower.com/app/answers/detail/a_id/654/~/i-joined-npower-but-i-still-haven%27t-received-my-welcome-pack%3F

"There have been slight delays ..."
It is tempting to laugh but they are breaching Consumer's legal rights.

npower have ignored all the more difficult questions asked in
Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611


25.6_Pre-contract_oblig

General_Mayhem

Energyhelpline have been faultless as far as I see - I did contact them a couple of times and the impression I got was that (while not said in so many words) they are frustrated as their customers with npower, are struggling to get meaningful responses from npower beyond reassurances that it is all resolved when it patently is not. They have been quick to respond to me both via phone & email.

The frustrating thing is that npower seem to be the cheapest provider at the moment after the latest round of rises, but in all honesty I am quite prepared to pay more to have some modicum of customer service.

When npower finally work out I'm leaving do contact me (and I'm sure they will as I guess I have been using their gas for ~1month), I hope they don't mind a ~3 month wait for a response/payment, its only fair.

25.6_Pre-contract_oblig

Hi General_Mayhem,

Thanks for the update.

25.6_Pre-contract_oblig

downshifted

Update - my account is being dealt with as an erroneous transfer. I have had a cheque for £50 recognising my complaint. The transfer back is taking forever and I spoke to NPower (thank you Helen) today - she apologised and said their system is not putting flows through back to the old supplier - but they are working on it (!)

25.6_Pre-contract_oblig

Thanks downshifted for updating both threads:

"... new system is not putting flows through back to the old supplier ...":
looks, to me, like another serious issue!

I've added a link back to this thread from Post #193 of the main thread
(about all the issues with npower's 'new system').

25.6_Pre-contract_oblig