Electricity being cut off due to ongoing issues with NPower

RoseUK

My electricity may be cut off due to ongoing problems with NPower.

Background;

I'm long-term unemployed due to disability and pay my electricity bills to NPower via Fuel Direct (no other way to make payments). I have to alternate between Job Seekers Allowance and Employment Support Allowance, every time my benefits change Fuel Direct has to be re-set.

I can't use a phone and NPower refuse point blank to set-up Fuel Direct or do anything else on my account without talking to me on the phone - after months of argument they suggested I get CAB to phone them, which I did but still they always refuse to talk to CAB unless I confirmed this was okay via phone first. CAB finally got NPower to agree to talk to them if I was able to give written consent, which I did, but then when we tried again NPower still refused to talk to CAB unless I confirmed this via phone first.

This is an ongoing issue - NPower and DWP argue about who is responsible for setting up Fuel Direct, NPower argue that I need to give them a meter reading even though I have no access to my electricity meter, and NPower refuse to set-up Fuel Direct unless I phone them - so I get threatening letters, additional charges, and a whole lot of extra stress every time my benefits change.

In early October I was stuck in the CAB office for two hours, with three different CAB staff, finally CAB got DWP to agree to set-up Fuel Direct on their end just so that my electricity wasn't cut off.

Current issue;

15th November I had a letter from NPower saying they were going to cut off my electricity due to non-payment.

I thought this was a mistake, but just in case I emailed NPower to find out what was going on...I emailed multiple times, but they didn't reply until 4th January. NPower informed me this letter was no mistake, there has been no payment since August (because of these ongoing issues with NPower) and that DWP evidently didn't reset Fuel Direct as they said they had. NPower say they will be cutting off my electricity within the next 2-3 weeks.

Two big problems with this;

1. 5th & 6th of January were weekend days so I was unable to contact CAB to resolve this, 7th of January I flew out to LA until 23rd January - there was no way for me to sort out the NPower issue prior to leaving the country. My flight home yesterday was cancelled, so I now don't get home until the 25th...which is a Friday, so the earliest I can get to CAB is the 28th January. Even then, again, NPower will not talk to CAB.

2. I had my ESA tribunal on 4th January and I had a letter on 5th January that I was refused ESA - thus I am currently not receiving any form of benefit. Once I get home I need to apply for JSA (until I can apply for ESA again), which I'm assuming will take a few days, thus it will take a few days before I can even be in a position where I can go to CAB to re-set Fuel Direct. NPower refuse to put disconnection on hold, so until I can get Fuel Direct reset there's nothing that can be done to help the situation as far as I can see.

If they cut off my electricity before I can get this sorted out then obviously this is a huge problem - no electricity, also no heat or hot water, for however long it takes to sort out the situation. There is no way that I'd be able to stay in that flat without electricity.

I'm also worried that if my electricity is cut off that;
A. I won't be able to make full payment to get electricity back on.
B. I won't be able to afford to pay the re-connection charge.
C. They'll refuse to do anything to resolve the situation without first talking to me on the phone!

Any thoughts on what is likely to happen?
If the worst happens what am I supposed to do?
How can I get NPower to stop causing problems?

RoseUK

I'm not sure what you mean - send a letter to who, and for what reason?

Not that it's relevant, but I obviously wasn't the one who paid for the travel.
Please stick to the subject at hand and not question the hows or whys I was out of the country.

RoseUK

Ah, I see.

Unfortunately that wouldn't work, and it wouldn't resolve the issue I have right now either (being out of the country and not in receipt of any benefits). NPower have told me that the reason it has to be via phone is because the Fuel Direct team are only contactable by phone, and that they need me to phone them in order to go through questions about my situations such as benefits changes, budget, and to take a meter reading - of course I don't see why this couldn't be done via email, or why they refuse to talk to someone acting on my behalf. I've tried snailmail and gotten the same sort of response as I get via email from them - it has to be via telephone.

themull1

Is it a disability that stops you using the phone?

MAYAN65

can you not pay the fuel direct amount to npower the weeks it isnt taking out of your benefits. To disconnect npower have to get a warrent from a judge if you are paying what you can afford (an I and E) will prove this the judge will look favourable on you. You wont have a valid payment arrangement but theres nothing stopping you paying at the post office/ bank/ online you dont have to talk to them just keep paying the amount untill FD is reset.

Do you have a disability that stops you from vending a PPM?
are you dependent on Electric (nebuliser/ heart monitor)
is your meter above head height?
are you housebond?

ElkyElky

You can endure hours on a long flight to LA but can't hold a telephone receiver to your ear for 5 minutes?

Something doesn't add up. Is there no one who could hold the telephone for you?

Joyful

I would say you may be better off on a prepayment meter. If they go to court that is what they will fit so it would be less costly to you to arrange this before it gets that far.

If you have a disability get Npower to add you to the priority register. They should also be able to add the CAB as a nominee on your account to always be able to speak to them without needing you there.

Fuel direct can be set up by going to the DWP but I can see the company getting annoyed if it keeps getting cancelled as you will be increasing your arrears.

This was on a thread a few weeks ago. What happened to it?

RoseUK

ElkyElky wrote: »

You can endure hours on a long flight to LA but can't hold a telephone receiver to your ear for 5 minutes?

Something doesn't add up. Is there no one who could hold the telephone for you?

Not sure how being able to travel cancels out any other disability.

I'm autistic - I'm semi-verbal so not always able to talk, even when verbal I don't know how to hold a telephone conversation and if there are any sensory distractions in the room I'd find it even harder, and due to anxiety even being in the same room as a telephone can result in my going into a meltdown or shut-down which can effect my ability to function for days.

RoseUK

MAYAN65 wrote: »

can you not pay the fuel direct amount to npower the weeks it isnt taking out of your benefits. To disconnect npower have to get a warrent from a judge if you are paying what you can afford (an I and E) will prove this the judge will look favourable on you. You wont have a valid payment arrangement but theres nothing stopping you paying at the post office/ bank/ online you dont have to talk to them just keep paying the amount untill FD is reset.

Do you have a disability that stops you from vending a PPM?
are you dependent on Electric (nebuliser/ heart monitor)
is your meter above head height?
are you housebond?

How much is taken via Fuel Direct depends completely on what they decide upon setting-up Fuel Direct, so I'd have no way of knowing how much they'd be looking to take. I could theoretically set-up a standing order with an X amount once I am in receipt of benefits again...but the problem is that right now I am not on any benefits, I won't be until the end of the month at the earliest, at which point I can theoretically go back to CAB to try to re-set Fuel Direct via DWP.

Surely the fact that I am willing and able to pay would be enough for a judge to look favourably upon me, and that I had a perfect payment record up until having to go on benefits? - having never had this problem before I'm unsure what happens when they go to get a warrant, what time scale we're looking at here, etc.

I'd LOVE a prepayment meter, but I can't have one as the electricity meters are in a locked cupboard with other residents electricity meters in shared entryway downstairs from my flat - this is also why I'm unable to give NPower a meter reading they insist on getting to re-set Fuel Direct too.

RoseUK

Joyful wrote: »

I would say you may be better off on a prepayment meter. If they go to court that is what they will fit so it would be less costly to you to arrange this before it gets that far.

If you have a disability get Npower to add you to the priority register. They should also be able to add the CAB as a nominee on your account to always be able to speak to them without needing you there.

Fuel direct can be set up by going to the DWP but I can see the company getting annoyed if it keeps getting cancelled as you will be increasing your arrears.

This was on a thread a few weeks ago. What happened to it?

Yes, it may have been posted previously - I've had multiple accounts on this site, but I have problems with accounts not being activated or login problems, thus a new account and posting again. Plus obviously additional problems now.

I can't see any benefit to going on the priority register - unless I'm missing something? They SHOULD be able to add CAB as a nominee, but they refuse to.

Fuel Direct can be set-up via DWP (although DWP often state otherwise - as stated above both NPower and DWP argue it's the others responsibility) - but this is what CAB did last time and it wasn't set-up. Right now as I am not in receipt of any benefits DWP cannot set-up Fuel Direct.

Joyful

By law you have to have access to your meters. You should arange with the landlord to give you this access. As you are not on any benefits at this time I can see this going to warrant where they will either disconnect you or fit a PP meter.