NPower refusing to set-up payments - any advice?

KashaUK2013

Wywth wrote: »

Get someone who can to call on your behalf with you stood alongside them.

Simples :cool:

Not so simple - given as they won't talk to anyone on my behalf unless I confirm it's okay on the phone with them first.

KashaUK2013

undaunted wrote: »

I suggest you also write a complaint (forget about the call centre staff) to Npower explaining the difficulties as you do above and asking how they feel they are meeting their ERA safety net obligations [energy-uk.org.uk/publication/finish/30/308.] and that they remedy the situation by liaison with DWP and or CAB (there is no reasonable basis for them to refuse to speak to CAB if you place a written authorisation to do so until further notice on file).

Previously I would have said you should contact Consumer Focus for assistance however I believe they have handed over responsibility for energy to the CAB. You may therefore wish to forward a copy of your complaint to Ofgem in order that they are aware of the issues here.

Thank you - this is the sort of information I need, something being in place that I can point to in order to make it clear to them that they are not doing as they're supposed to by refusing payment/threatening disconnection.

Horseunderwater

KashaUK2013 wrote: »

I've been with NPower for my electricity since I moved here about 6 years ago - same tariff, no idea how other suppliers compare. About a year into living here I lost my job and I've been unemployed ever since, as a result I'm in debt with NPower so am stuck with them as they won't let me switch while in debt.

I currently pay via Fuel-Direct so payments come directly out of my benefits - as I can't afford smaller payments, and I can't have a payment meter fitted due to being in a flat with everyone's meters being in cupboard in a shared entryway.

I switch back and forth between Job Seekers Allowance and Employment Support Allowance (I have to; I'm 'too disabled' for JSA but 'not disabled enough' for ESA)...every time my benefits change my Fuel-Direct payments have to be set back up again...

...problem; I can't use a telephone.

- NPower refuse point-blank to set-up Fuel-Direct via email or post, they also insist on my providing a meter reading despite the fact I have no access to the electricity meters. I'm getting letters threatening to cut-off my electricity for non-payment, but the only advice they could offer is to tell me to try going to CAB to get them to call NPower on my behalf.

- I go to CAB in September just to find that NPower refuse to talk to them, nothing is set-up to allow this to happen, but after a lot of phone calls between CAB and NPower they agree that if I can send written consent they'll allow CAB staff to talk on my behalf.

- A week later I go back to CAB, they call NPower...NPower still refuse to talk to CAB. So, CAB end-up calling DWP to re-set my Fuel-Direct payments...great, it's sorted...or so I thought...

- About a month later I get a letter about trying to gain access to my property on behalf of NPower for non-payment. I've had no other letters to inform me of non-payment so I assume it's a letter sent before Fuel-Direct was re-set. I email NPower to be safe.

- NPower auto-reply tell me they'll get back to me within 5 days...10 days later there is still no reply, so I send another email...no reply...another email...still no reply. I forget about it.

- A month and a half later (today) I get an email from NPower stating that there has been no payment set up since AUGUST - they didn't inform me of this. They still insist on my phoning them.

:wall:

In the past this has been resolved by going to CAB and having them contact DWP to set-up the Fuel-Direct payments from that end...but both DWP and NPower can spend months arguing about who is responsible for setting up Fuel-Direct, ultimately it should fall to NPower, and they should be willing to talk to me about payments in any situation. I end-up being stuck in the middle with threatening letters, worried that my electricity is going to be cut-off, and gaining additional fees for late payments.

I can't get to CAB for the next two and a half weeks as I'm away from home. Besides my ESA appeal is on this Friday, so my benefits may well change yet again so I'll have to start this whole thing all over again, and of course even if I get to CAB they still may not be able to talk to NPower on my behalf.

I have no idea where they are in terms of gaining access because back when I originally went to CAB in September they were threatening to cut-off my electricity...according to them now there has been no payment since August, so despite having gotten only one further letter I have to assume they're closer to cutting me off than they were in September. I just have to hope they don't try to gain entry to my home in the mean time!!

Can anyone offer me any advice on how to stop this from happening and get this sorted once and for all?

http://www.npowerenergyfund.com/ - You may be eligible for help with Utility arrears - have a read and see.

Richie-from-the-Boro

See here for background.