N power not listening

TREVORCOLMAN

I rang NPOWER about 6 weeks ago to change my DD to another bank. About 2 weeks later I noticed that the DD had not appeared on my list of DDs on my on line account.

I rang them again to explain and they said the details would not appear until the DD was taken around 1 April. I explained that I thought this was strange as all the other companies I had transferred across had appeared, but accepted that they should know what they are doing.

1 April came and went and guess what - no DD came out of bank.

I then tried to contact the complaints department and gave up after 19 minutes on hold.

I therefore emailed their CEO on 4 April explaining the situation.

I had an email back a day later saying they were looking into it.

I then had a letter thro the post saying that they could not take the DD as the DD was not set up.

Ahhhhhhhhhhhhhhhhhhhhhhhhhh - that's what I have been trying to tell them if they will only listen.

I therefore emailed the CEO again informing them of the receipt of the letter - but still nothing.

Time to change supplier I think (thro QUIDCO of course).

:mad:

chanz4

you do know ceo emails are just normal complaints these days, as everyone emails company ceos

nPower

TREVORCOLMAN wrote: »

I rang NPOWER about 6 weeks ago to change my DD to another bank. About 2 weeks later I noticed that the DD had not appeared on my list of DDs on my on line account.

I rang them again to explain and they said the details would not appear until the DD was taken around 1 April. I explained that I thought this was strange as all the other companies I had transferred across had appeared, but accepted that they should know what they are doing.

1 April came and went and guess what - no DD came out of bank.

I then tried to contact the complaints department and gave up after 19 minutes on hold.

I therefore emailed their CEO on 4 April explaining the situation.

I had an email back a day later saying they were looking into it.

I then had a letter thro the post saying that they could not take the DD as the DD was not set up.

Ahhhhhhhhhhhhhhhhhhhhhhhhhh - that's what I have been trying to tell them if they will only listen.

I therefore emailed the CEO again informing them of the receipt of the letter - but still nothing.

Time to change supplier I think (thro QUIDCO of course).

:mad:

Hi TREVORCOLMAN,

I can see why this would be frustrating for you and I'm sure we can get this all sorted and your direct debit set up.

Please could you pop me the details to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL] and I can take a look for you?

Many thanks,

Adam

TREVORCOLMAN

Copy of email sent.

25.6_Pre-contract_oblig

Hi TREVORCOLMAN,

Indeed, I've been telling npower since September 2012 about the issues with their 'new system'.

npower are in the process of moving all of their Customers to their 'new system'.
Unfortunately, there are still many issues with npower's 'new system' as documented in the long thread:

Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611

See Post #181 onwards (and the threads linked there) for recent examples where there are issues with DDs.

I hope "Adam from npower" is able to sort this out for you.

25.6_Pre-contract_oblig

TREVORCOLMAN

As I have a letter asking me to call them to once again set up my DD I did this today at 0800 - call waiting times 44 minutes. I was informed again that the DD IS set up! and checked the bank details are correct. I guess the next excuse will be that it is the banks fault. Well I have set up 6 others over last few weeks and they are all showing on my DD list and no problems with any of them.

I therefore asked the person to email me to confirm, to be told they don't have email facilities.

An on line business that cannot send emails - this is 2013 not 1900.

I have taken the persons name that told me this and she confirmed that it will not affect my credit rating to have missed DD.

She also said she would get someone from CEO complaints to call me - of course this has NOT happened.

Ghty5

Hi,
I have had the same issue since July 2011 when I also switched my dd to a cash back account. They have reset it 3 times through customer complaints but once again failed to take the money so have had the obligatory demand notice! My bank has confirmed that they have an active dd, that there is always enough money in the account but that they never try to collect the money.

Tried to contact them on Sat but they had closed whilst they 'switched their systems over' and this evening spent 20 mins on hold only to be told at 19:50 that they had a high number of emergency calls and were only dealing with those (10 mins before call centre staff finished work!!!).

One operator last time I called had the cheek to try to insist that I completed a full break down of my I comings and outgoings as I was 'having trouble paying' despite me having been on the phone to her for 30mins explaining the problem!

Am going to go to Ombudsman as I am so unhappy with the stress of the situation. I suspect the issue has something to do with the cash back nature of the account and who pays for this.

chanz4

25.6_Pre-contract_oblig wrote: »

Hi TREVORCOLMAN,

Indeed, I've been telling npower since September 2012 about the issues with their 'new system'.

npower are in the process of moving all of their Customers to their 'new system'.
Unfortunately, there are still many issues with npower's 'new system' as documented in the long thread:

Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611

See Post #181 onwards (and the threads linked there) for recent examples where there are issues with DDs.

I hope "Adam from npower" is able to sort this out for you.

25.6_Pre-contract_oblig

Your worse than a spammer or ppi call

Ghty5

I meant July 2012!

TREVORCOLMAN

No phone call as promised from NPower.

I have though received an email in which they state that I have provided my new bank details and they are having technical problems. They are sending details to their technical team to sort out.

Gist of my reply:

It has taken you 14 days only to state what I already know, not a very constructive or helpful reply.

They obviously don't have clue what they are doing.

The person who emailed me can only be contacted:

My working hours Tuesday & Wednesday 8.00am

:mad:

parcival

Having similar issues because on 2 occasions NPower staff failed to cancel / setup direct debit on new bank account.

Spoke to a manager yesterday who confirmed it was now done correctly and has given us £25 credit as a gesture of goodwill.

Unfortunately we have no goodwill left towards NPower and have initiated a switch to another supplier...