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Moving to NPower taking months!!

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Is it just me, i asked to move my gas to NPower on 4th November, still nothing has been done dispite 3 phone calls, has anyone else moved since then?

I cannot understand what the problem is :mad:

Comments

  • Wywth
    Wywth Posts: 5,079 Forumite
    natalieho wrote: »
    Is it just me, i asked to move my gas to NPower on 4th November, still nothing has been done dispite 3 phone calls, has anyone else moved since then?

    I cannot understand what the problem is :mad:

    Not much to go on there.

    What did they say each time you called them?

    It normally takes 4-6 weeks to switch supplier, but can be longer if supplied via an IGT
  • chanz4
    chanz4 Posts: 11,057 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Xmas Saver!
    does your old supplier keep objecting, or is their an address missmatch?
    Don't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.
  • The first time i rang they said i was in an extended cooling off period because they had computer issues.

    This time she said she has no idea why but im still in the cooling off period 2 months later. She said she would pass it to a manager and i asked for a call back but heard nothing.
  • keystone
    keystone Posts: 10,916 Forumite
    Why anybody would want to switch to NPower is totally beyond me TBH. OP is already falling foul of their incomprehensible nonsense and the switch hasn't even occured yet.

    Cheers
    The difference between genius and stupidity is that genius has it's limits. - Einstein
  • macman
    macman Posts: 53,129 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Do you have debt on the existing supplier account (you haven't said who that is)?
    No free lunch, and no free laptop ;)
  • British gas, but no im in credit with them.
  • NXV839
    NXV839 Posts: 66 Forumite
    It normally takes 4-6 weeks to fully be switched over so it's only a little late. If you had an extended cooling off period because of computer problems it may just be a little backlogged which is why it's taking longer. I'd give it another few weeks and if nothing has happened then, try giving them another ring.
  • 25.6_Pre-contract_oblig
    25.6_Pre-contract_oblig Posts: 190 Forumite
    Tenth Anniversary Combo Breaker
    edited 2 January 2013 at 7:31PM
    Hi natalieho,

    I am sorry I did not see your thread until today.
    natalieho wrote:
    The first time i rang they said i was in an extended cooling off period because they had computer issues.

    This time she said she has no idea why but im still in the cooling off period 2 months later. She said she would pass it to a manager and i asked for a call back but heard nothing.

    Indeed, npower are having issues with their 'new system'.

    It looks to me that you are yet another Customer who has been caught up in the
    Warning: npower accept new customers without sending them a Contract
    https://forums.moneysavingexpert.com/discussion/4273611
    issue. It is quite difficult to deal with when npower have NOT sent anything!
    In my experience, on the phone, many of the npower CS Team are trying to do the best despite their 'broken system'. However, I've also experienced a 'missed call back'.

    npower have NOT been forthcoming and have been, in public, trying to play down the whole issue.
    Ofgem are aware: see Post #134.

    The main thread (above) has links to other threads where some of these issues, which are also impacting switching sites, have been raised.

    One of these is
    nPower complain (official). What body to send it to?
    https://forums.moneysavingexpert.com/discussion/4353315

    In Post #9 of that thread I gave more information (about how difficult it is to deal with a Company (npower) when they have not sent you anything - I've called this "a strange 'limbo land' ").

    I, and many others, have found the whole experience quite bizarre.

    What I have noticed from your posts is the 'new concept' of an "extended cooling off period".
    Does this exist?
    If it did, I would expect you to have received a Contract and then had more time to decide if you still wanted to switch to npower.

    Checking npower's own web site we have this:

    How long does it take to switch energy supplier?
    http://customerservices.npower.com/app/answers/detail/a_id/361/~/how-long-does-it-take-to-switch-energy-supplier
    %3F


    "How long does it take to switch energy supplier?

    Once you’ve completed an application to switch to npower, please allow 21 calendar days for your energy supply to move to us from your previous supplier. Please note that the 21 calendar days begins after any objections raised have been resolved, all relevant information has been received and the 'cooling off' period has ended for Residential customers.

    The 'cooling off' period is for 14 days and gives you the right to amend your contract details or cancel the agreement."

    npower's site has this (next) which I first noticed on 08-Dec-2012.

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


    "I joined npower but I still haven't received my welcome pack?

    There have been slight delays in sending some of our customers welcome packs when they join npower. We've worked hard to fix the problem and welcome letters will be sent out as soon as we can, as we want to extend a warm welcome to npower to our new customers. You don't need to do anything but if you to need to talk to us, click here to contact customer services."

    Emphasis added: what is a "slight delay"?

    See also Post #74
    keystone wrote:
    ... OP is already falling foul of their incomprehensible nonsense and the switch hasn't even occured yet.

    While posting here at MSE I have always tried to not 'jump to conclusions' but there is no evidence of a new policy of an "extended cooling off period".

    Your evidence, where you were told that npower had instituted an "extended cooling off period". Then, when you phoned again, npower continued to keep you in the dark (i.e. they did not correct this obvious nonsense).

    Is, at best, very misleading. It seem to me to be the opposite of the truth.
    It does fit, however, with npower's demonstrated lack of candour.

    There is evidence, plenty of evidence, of delays in sending out Contracts.


    natalieho, I would ask British Gas: "Am I still your Customer?".
    If you are then you can switch to any Supplier.
    If you are not, and are now with npower, then your options are more complicated.

    It would be help to all of us if you could update the main thread when / if you receive your Contract (even if you decide to not receive your Gas from npower).

    25.6_Pre-contract_oblig
  • melb01
    melb01 Posts: 36 Forumite
    natalieho wrote: »
    Is it just me, i asked to move my gas to NPower on 4th November, still nothing has been done dispite 3 phone calls, has anyone else moved since then?

    I cannot understand what the problem is :mad:
    If you are on an annual Direct Debit discount deal, be aware of the start date of the first DD. What happened to us was that the contract start and the DD payments start dates were both delayed by about four months. The npower computer, and Customer Services, expect 12 DD payments before they give you the discount. So, we found that we were actually on a 16 month contract - switching away from npower after 12 months nearly cost us £100! We had to go to the executive complaints people to get npower to honour their contract - the contract and the computer don't match up!

    Apart from that npower was all good.
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