Npower in meltdown

28manhatton

I assume a lot of you are experiencing the same problem with npower as me.
Received my quarterly bill followed by a letter a week later telling me that due to an error the Nov 2012 price increase had not been applied to my bill & an updated bill would follow.

I dont think they can do that as I have paid the bill (monthly direct debit & am still in credit)

Tried to contact them by e mail but they say their site is down while a new computor system is fitted ( how convienient)

Rang their complaints dept this morning the waiting time to get through is over 1 hour

I think they are in chaos over this & are swamped by people trying to contact them

Anyone else found the same

joncombe

Yes. I tried to get through to them after being unable to submit a meter reading. I was told the website was having problems after a software update at the weekend which wasn't coping with readings being lower than the previous reading (which was estimated).

I was told the queue was more than 1 hour. I used the option to call me back. I got a call back but it just said it was an automated call back from NPower but then total silence for over a minute so hung up.

Ring the new customer number however and you will most likely get through straight away (I did). The number is 0808 156 0056. It seems NPower don't have anything like enough staff to handle calls from their existing customersbut plenty to handlecalls from potential new customers.

undaunted

They may or may not be in chaos as a result - their service has always been terrible - but I don't think you're going to get anywhere with a complaint on the basis you suggest above.

If they've billed incorrectly they can reasonably correct that, the fact you've paid the incorrect bill and / or are in credit has no obvious bearing on that that I can see. Why do you believe otherwise?

25.6_Pre-contract_oblig

Hi 28manhatton,

npower are in the process of moving all of their Customers to their 'new system'.

Others have reported (on 20th and 24th March 2013) that the 'new system' was closed to receiving Meter Readings online until
17 April 2013: see Post #181 and the threads linked there.

Since then "Adam at npower" has mentioned, in another thread, that npower are moving all their Customers to the 'new system': he implied that significant work would be done last weekend (13-14 April 2012).

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

28manhatton wrote:

... Received my quarterly bill followed by a letter a week later telling me that due to an error the Nov 2012 price increase had not been applied to my bill & an updated bill would follow. ...

You are the 5th person, in the 4th thread, to post about this: see also Post #191.

dogshome has made an excellent point:

dogshome wrote:

...

The whole point is that any variation in the price for customers on a contract, has to be pre-notified to the customer in writing prior to the price rise

Though n'power may well now claim that such written notice was given, with their record of not implementing the rise, any claim about prior notice is highly suspect.
If was me, I'd not pay the 'extra' billing until n'power have taken it to a Court and have a decision in their favour.

If the OP has not had a pre-advice letter, he/she should write to n'power rejecting the 'extra' billing

Emphasis added.

So, provided npower have given written notice (which from what you have posted - I doubt)
I think npower are entitled to correct their Customers Accounts and rebill (for up to one year).

If, as I now think, no notice was sent the rebilling is challengeable.

25.6_Pre-contract_oblig

PS
See also this thread (started on 17/04/2013).
Where do I stand on npower error?
https://forums.moneysavingexpert.com/discussion/4554863

Nada666

If it is definitely your first notice then you can choose to switch to a new supplier. Inform npower straight away your intent to move and apply to a new supplier. Npower will then have to honour your original price until the switch.

If you do not change supplier and they had already told you then npower can rebill you at the new prices for your old consumption.

28manhatton

Thanks for your replies, I have only just joined this forum so had not seen the earlier posts I have now read them with interest, I have now sent my complaint in writing by recorded delivery

Nada666

When did you receive this notification? If less than two weeks ago then do not waste time with complaints procedure. Simply inform them you wish to change to a new supplier and apply to a new supplier.

Of course if you can not find an alternative supplier with a competitive tariff that you wish to apply to then this does not apply. But as I said. If you have definitely not hitherto received notification of this increase then take advantage of the loophole to receive eight months' energy at the old prices. (Note that if they did inform you way back before November then this does not apply.) (Also take into account when the twelve month anniversary of your joining is re £105 rebate.)

28manhatton

Thanks forgot about the rebate I need to worjk out some figures but to be honest I want away as soon as possible from these jokers