NPower - Have not transferred Gas 6 months later

nPower

Parafira wrote: »

Hi BBSpringer,

What was the outcome of your problems? Did you get paid, did Npower eventually sort everything out?

I am in the same situation, have been having problems with Npower since November 2012, for a couple of months their "Executive Complaints Team" was pretending to be doing something, for the last 2,5 months they have just been ignoring me. My case is with Ombudsman.

Thanks,

Hi Parafira,

I'm sorry to hear that you've been having problems with your npower account and getting in touch with our teams.

If there's anything I can help with, please just pop me an email with the details and I can get this chased up for you. My email address is on my profile page.

Best wishes,

Adam

Wywth

nPower_company_representative wrote: »

Hi Parafira,

I'm sorry to hear that you've been having problems with your npower account and getting in touch with our teams.

If there's anything I can help with, please just pop me an email with the details and I can get this chased up for you. My email address is on my profile page.

Best wishes,

Adam

The poster says their complaint is now with the ombudsman

Wywth

It appears Parafira agreed to the ombudsman's proposed resolution and is still moaning

https://forums.moneysavingexpert.com/discussion/4720657

heathrow

nPower_company_representative wrote: »

Hi BBSpringer,

Would you like me to take a look into this for you and chase the complaints team to see if we can get a resolution?

I'm over on [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] if you can send me the details?

Kind regards,

Adam

We're having similar problems.

Signed up on line to move to npower from Scottish end of July

Electrcity moved over - although the letters we were sent by npower were dated 3 weeks before they arrived. Royal Mail is not perfect but I don't believe the letter sat in the post for that long.


Gas still hasn't transferred. The account is in my wife's name. I got her to ring npower. She gave up after 45 minutes in the queue...

annacwynar

Heathrow - have you resolved your issue? What was agreed in the end? I struggle with the same problem? What do you advice doing?

redmug

I'm having similar issues transferring from EON over to Npower. Having applied to do this back in early March, the Electricity was moved but the Gas is "stuck on the computer system".

I've been chasing ever since. Stuck in a place which means I'm currently paying 25% more for my gas than I should be and can not / don't fancy the chances of starting again with another provider.

After many calls to customer services, including one where they allowed me to make a 'statement of dis-satisfaction', I've finally go the issue into the complaints system. I'm incredibly frustrated with Npower as I raised the problem time and time again and was lead to believe that Npower was resolving the issue, I'm stuck now until 31 October when the complaint WILL BE going to the Ombudsman.

The last call I had, I got someway into understanding the issue. Apparently, Npower have installed a new computer system. This apparently, has issues with the transfer of gas customers. The computer system is apparently telling Npower that we do not have a metered gas supply to our house and therefore it puts a stop on the transfer. Npower don't seem to have a clue how to resolve this. I offered to go and take a photo of me next to the gas meter with a copy of today's paper, but they didn't think that necessary.

Anyway, from talking further, it appears there is an absolute shambles on transfer of gas. And Npower do not know how to resolve the issue / have insufficient capability to resolve the issue. Interestingly, they keep advertising to get more customers... strange...

nickcc

Just received my NPower contract which states changeover from BG should be within 5 weeks (gas and electric) suppose I'll just have to hope it goes ahead as planned.

annacwynar

Does it mean than while the transfer is being processed, the old provider is still charging for service and maintaining communication ? I had no contact with both old and new provider for 6 months..

nickcc

annacwynar wrote: »

Does it mean than while the transfer is being processed, the old provider is still charging for service and maintaining communication ? I had no contact with both old and new provider for 6 months..

Yes you continue to supply meter readings (as in my case) and pay your current supplier, NPower make this clear in their new contract.

undercover_peon

"The last call I had, I got someway into understanding the issue. Apparently, Npower have installed a new computer system. This apparently, has issues with the transfer of gas customers. The computer system is apparently telling Npower that we do not have a metered gas supply to our house and therefore it puts a stop on the transfer. Npower don't seem to have a clue how to resolve this. I offered to go and take a photo of me next to the gas meter with a copy of today's paper, but they didn't think that necessary.

Anyway, from talking further, it appears there is an absolute shambles on transfer of gas. And Npower do not know how to resolve the issue / have insufficient capability to resolve the issue. Interestingly, they keep advertising to get more customers... strange.."

It is actually worse than that. There are MANY problems with the new system. Also I saw on a cashback website Npower offering over one hundred pounds of cashback to new customers.

Maybe they should fix the problems first?

I am puzzled how this can be allowed to happen, wonder if you can still whistleblow even having left an organisation...

The bit of the new system you refer to is to do with the fact it has the databases for gas and electricity integrated into it. In theory this is far better than having the information in another system as it cuts down on mistakes. However it also means if that information is wrong as you say they have no clue how to fix it.