NPower had Gas Meter changed & Now its not on the database!

hannahp

I am posting on behalf of my adult Autistic spectrum son who lives independently but can't handle certain situations (Complaints,Conflict & anything unfamiliar really)

Last august (Yes 11 months ago!) NPower arranged to have my son's gas meter replaced & it wasn't until around December time when phoning in a reading for him that I first discovered it had not been registered on the database (or words to that effect) & therefore any overpayments on the direct debits could not be refunded as they (NPower) had no way of knowing the figure to be correct.

I gave them all the details/serial numbers etc from the new meter for them to put onto a 'National database'? and presumed it would be actioned.

Sadly when I phoned again in January (Same proceedure!)

A friend/helper called again on his behalf (my son thinks around may time....same proceedure)

I called again beginning of June ..... You guessed it (Same proceedure!)

We were told in the june conversation, we would be assigned a person to handle this & they would keep us informed (I also got them to agree they would ring me, given my sons difficulties)
My son got a letter a few days later saying a person (named) had been assigned & would aim to resolve the matter within 28 days & keep us informed.

Neither I nore son has heard anything more from this 'assigned' person & I have had to ring up again, i am now told it could be another few weeks.

All the while my son is paying way more than he needs to for his NPower direct debits & is we think due quite a bit of over payment back.

I even suggested we were at the end of our tethers & would change suppliers..... but.... and here's the rub .... if your meter isn't on the national database this can cause more problems for us & the new supplier

Any advice would be welcome because I have wondered if stopping the direct debits would speed someone into giving a D*MN., but I don't want him blacklisted or similar.

Help Anyone

chanz4

Its likely the meter opertor didnt send the flows to install it to them, its a very complex issue and they have to query the operator. It will take a while and is the same for all suppliers stopping the dd wont speed it up

hannahp

chanz4 wrote: »

Its likely the meter opertor didnt send the flows to install it to them, its a very complex issue and they have to query the operator. It will take a while and is the same for all suppliers stopping the dd wont speed it up

Hi chanz4
Some of this is a bit technical for me & I thank you for your reply.
I think 11 months is definately a while :rotfl:

My suggestion to stop the DDs is only desparation however you have to wonder what it takes to get action.

I am sure if the person dealing with this had a relative with my sons condition they wouldn't want them stressed out/worried for 11 months.

I thankyou again for your reply

dogshome

Is it the situation that whilst n'power are collecting regular D/Debits, they are not issueing any bills ?

Obviously it will get sorted out eventually, but then there is the matter of the meter readings on which n'power will base the bills when they do send them.

When the meter was exchanged, the fitters should have left a card showing the reading on the old meter they were removing, and the reading on the meter they were installing - It may not read zero as Meter Changes can involve re-conditioned meters that still show the reading from when they were taken out of service.
Hopefully that card has been filed, so with that reading and what the meter reads when the bill comes in, it won't be difficult to check - But meanwhile keep a weekly record of the meter readings
Do not cancel the D/Debits
N'power's yearly Cash-Back worth probably £100, is dependant on 12 consecutive monthly D/D's having been paid in the previous 12 months
HOWEVER - If you are convinced that the D/D level is too high for the useage, lean hard on n'power to reduce them, and as n'power don't have meter readings to justify their case they really can't argue

undaunted

I wouldn't call them any further personally - put your complaint in writing rather than rely on call centre staff.

By this stage you could also contact the Energy Ombudsman & ask if they can get it sorted out for you, particularly as your son is a vulnerable customer & thius has already dragged on for a year or so (they aren't quick either but at least it removes the hassle of dealing with it from the family)

hannahp

dogshome wrote: »

Is it the situation that whilst n'power are collecting regular D/Debits, they are not issueing any bills ?

Obviously it will get sorted out eventually, but then there is the matter of the meter readings on which n'power will base the bills when they do send them.

When the meter was exchanged, the fitters should have left a card showing the reading on the old meter they were removing, and the reading on the meter they were installing - It may not read zero as Meter Changes can involve re-conditioned meters that still show the reading from when they were taken out of service.
Hopefully that card has been filed, so with that reading and what the meter reads when the bill comes in, it won't be difficult to check - But meanwhile keep a weekly record of the meter readings
Do not cancel the D/Debits
N'power's yearly Cash-Back worth probably £100, is dependant on 12 consecutive monthly D/D's having been paid in the previous 12 months
HOWEVER - If you are convinced that the D/D level is too high for the useage, lean hard on n'power to reduce them, and as n'power don't have meter readings to justify their case they really can't argue

Thanks for your reply 'dogshome',
You're right they are not issueing bills & thankfully we do have a card with the final reading & the start reading of the new meter.

Also thankyou for your DDs advice the cash back is useful & I may well argue the case for a reduction while they sort it out.
Thanks again you're an angel :A TBH its nice to have some advice, I am so sick of just getting the run around (like life isn't complicated enough sometimes :rotfl:)

Also Thanks to 'undaunted'
I will wait until the end of the month as per my last conversation with them (at least its a freephone number!) & than may well take the route of the ombudsman as you are right I don't need this hassle.
Thanks again for all advice :T

Mallotum_X

With a DD i thought you were entitled to change the amount, isn't that part of the guarantee.

Not the same situation but i frequently have rung up to pay a lower DD amount than the suggested one, and as long as it seems reasonable they accept.

nPower

hannahp wrote: »

I am posting on behalf of my adult Autistic spectrum son who lives independently but can't handle certain situations (Complaints,Conflict & anything unfamiliar really)

Last august (Yes 11 months ago!) NPower arranged to have my son's gas meter replaced & it wasn't until around December time when phoning in a reading for him that I first discovered it had not been registered on the database (or words to that effect) & therefore any overpayments on the direct debits could not be refunded as they (NPower) had no way of knowing the figure to be correct.

I gave them all the details/serial numbers etc from the new meter for them to put onto a 'National database'? and presumed it would be actioned.

Sadly when I phoned again in January (Same proceedure!)

A friend/helper called again on his behalf (my son thinks around may time....same proceedure)

I called again beginning of June ..... You guessed it (Same proceedure!)

We were told in the june conversation, we would be assigned a person to handle this & they would keep us informed (I also got them to agree they would ring me, given my sons difficulties)
My son got a letter a few days later saying a person (named) had been assigned & would aim to resolve the matter within 28 days & keep us informed.

Neither I nore son has heard anything more from this 'assigned' person & I have had to ring up again, i am now told it could be another few weeks.

All the while my son is paying way more than he needs to for his NPower direct debits & is we think due quite a bit of over payment back.

I even suggested we were at the end of our tethers & would change suppliers..... but.... and here's the rub .... if your meter isn't on the national database this can cause more problems for us & the new supplier

Any advice would be welcome because I have wondered if stopping the direct debits would speed someone into giving a D*MN., but I don't want him blacklisted or similar.

Help Anyone

Hi hannahp,

I'm really sorry to read the problems that you and your son have been having and I'd really like to try and get this all resolved as quickly as possible for you.

Could you pop me an email (address is on my profile page) with all the details so I can take a look for you?

Kind regards,

Adam

hannahp

Hi Adam
Thankyou for your post.
I think I am having a 'senior moment' I can't find your email address on your profile page & worse still I can't find the pm button :eek:
If you want to pm me & i can reply that way.
Thanks again.

---

Oooooops found it ......

hannahp

I am absolutely fuming :mad:

I did over the last week or so (with the kind intervention of the NPower representative on here) get NPower to finally recognise the meter on their system & I was asked to phone in a reading, which I did !

Now they have sent my son a letter saying there is some sort of "issues with billing your account" and we cant have a bill yet !

I have had to make yet another 20 minute phone call to find out what is going on & to summarise its some sort of computer problem & I have to be patient !!

Who knows how long before someone just bleeding well does thier job (& that includes the computer that says NO!) :mad: :mad: :mad:

25.6_Pre-contract_oblig

Hi hannahp,

I do sympathise with you having to deal with npower and their 'broken system': my patience has been sorely tested.

As you have discovered, npower have a 'new system' which is "not fit for purpose".

Some of the issues have been documented in the very long thread

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

npower have been aware of issues with their 'new system' since at least September 2012. In my experience, 'things went wrong' in August 2012 (same month as your case).

Unfortunately, there are many thousands of us who has been badly let down by npower and their 'broken system'. This leads to very long telephone queues and many 'bizarre situations'. Your case (where npower could not get your son's meter registered) is another sad example of a 'situation that should not happen'.

My advice is to make an official Complaint in writing.

In addition to making a Complaint you might find Adam at npower can speed up some things. In my case, on 20 November 2012, Adam escalated my Complaint 'up two levels' but it still took many months for npower to sort the issue. I'm not convinced that the 'total time to fix' was any shorter.

Has the 'named person' been in touch with you?
If not, include this in your Complaint.

So, I am sorry that I can't give you good news.
However, I found that knowing there was a 'systemic issue' eased my frustration.

25.6_Pre-contract_oblig