nPower Meter Problem

chanz4

amcg100 wrote: »

I disagree chanz, the longer nPower procrastinate solving the problem, the longer that they can get away with charging whatever they want. This customer is entitled to shop around, and is being denied that right by nPower.
If nPower have problems with Hydro, it is up to them to resolve it. This customer has only one legal contractual relationship and that is with nPower. ( in addition to statutory obligations ). It is therefore up to nPower to sort this out and compensate the customer fot any distress. If nPower subsequently to sue Hydro if they feel that is appropriate.

In the meantime, an application to switch will do this customer no harm.

Apply to switch lemon, you might like to look in Which magazine, or some other review of customer service statistics. Your needs right now are for good service - so that's what I would look for.

Bon Chance -

Its also likely that it would be a rejected transfer by the moving to supplier, as ecoes would have the incorrect possibly unsuported meter type.

chanz4

davehsug wrote: »

If he switches before it's resolved, he'll just end up with the same mess, but with a new supplier. All of the metering details to the new supplier would come from npower. Has an official complaint been raised? That ought to speed things up.....in theory!

yes the op says they have been to eso

lemon26

Hi again all! Thank you all for your advice. I do not want to move from nPower at present as I know I owe them a large (to me!) amount of money for electricity. Rightfully so, I want to pay it as it is a debt that I have incurred. I also agree that switching, or trying to switch, will just muddy the waters so I'm going to stay put until this is resolved.

An official complaint (written, recorded delivery) was raised to nPower who promised it would be resolved in three months (apparently this is the update cycle?) and that was in June. Come August they said it would be another three month but all would be resolved. Finally, in November, when nothing had been done even though we've allowed people to come and look at our meter, sent them pictures, serial number etc, I complained to the Ombudsman.

The Ombudsman found in my favour and ordered nPower to make a written apology, pay £60 goodwill gesture and issue a bill, backdated to the May fixed price tariff I'd requested, not later than 7 Dec 12. nPower have done none of that and persist in issuing prepayment bills which I can't pay as the account number will have changed - so they say.

Thanks once again, I've got back to the Ombudsman yet again and have contacted Watchdog. All I want to do is pay my bill!!!

chanz4

I agree put presure on them, but ulitmately it is slightly out of their hands with the flow updates it how the stupid industry is setup.

25.6_Pre-contract_oblig

Hi lemon26,

I've been away so I've not seen your thread.

I see that you have done all the 'right things': liaised with npower, then complained, then complained to the Ombudsman (who have found in your favour) and the issue continues!

It looks to me that you might be another Customer who has been caught up in the mess that npower have caused (as they introduce their 'new system').

"... so far we've had Scottish Hydro (the distributor) out six times on behalf of nPower to make a record of what meter they've fitted for nPower. Incredulously, on each of the six times the information has failed to reach nPower and they won't accept the photograph (with serial number) I've sent them as proof. ..."

The fact that npower can NOT keep a record of your meter is IMHO a significant point.
This might be evidence another defect in npower's 'new system'.

As documented in
Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611
There are lots of people having problems switching to npower.
From about mid October 2012 people using 'switching sites' were caught up in this mess (the data flows were not 'flowing properly').

We now have evidence of knock on effects of the 'new system' affecting existing Customers too.
If you are short of time just read the most recent posts (Page 8, Post #141 ff).

As to what to do now, I agree with amcg100 - switch away from npower to a supplier who can record your Meter Number, Meter Type, Meter Readings.

You did mention "Islands" and while Scottish Hydro may not be your preferred supplier I think you could switch to them. If their own colleagues (in distribution - who have been six times to your house) can not 'communicate effectively' with SSE then you really are stuck. Once SSE have all your details correctly recorded you can switch again (after a couple of months) if you can get a better deal.

I'm sorry I can't be more help. There are many of us caught up in this mess.
I will add a link, in the main thread, to this thread because Ofgem are aware of the issue at npower (see Post #134).

I also think contacting Watchdog is a good idea. While Ofgem are aware of the issues at npower they have not made any public announcement of an Investigation and it is not clear what assurances (if any) they have received from npower as to how and when npower will have a 'compliant system'.

Like you, I have found this whole mess very frustrating.

Best wishes,

25.6_Pre-contract_oblig