erroneous transfer to npower

emr_2

How can an energy company take over my supply without my permission / confirmation? I received an email from my gas & electricity supplier, to say "sorry you are leaving us." On enquiry I was told that npower was taking over supply. This was news to me - I had no plans to change supplier. Subsequently I was told that it was an erroneous transfer which would take 4-6 weeks to reverse. Seems that a neighbour has requested transfer and my meter number became confused with their address. (It seems that for a number of our houses, the builder's original plot numbers and partial addresses were still registered with the gas transporter, which has caused problems for people trying to switch). The complaints dept at my "real" supplier has been trying to get the erroneous transfer sorted out with npower, with no success. More than 41 days have passed. In the meantime, my gas & electricity a/cs have been blocked. I am not getting bills. I got a letter from my own supplier dated 29 July saying I would be receiving a cheque for £20, for my inconvenience, but still waiting for that. I got a phone number for npower complaints and eventually got through the automated system which was not easy as I don't have an a/c number! The way in apparently is to keep pressing 5. An adviser told me it would take 28 days to reverse the transfer but their next level of escalation would kick in at day 56 from the day I contacted them. That means it will be more than 3 months before my problem (caused by the energy companies) is sorted out. I was told that the delay in resolving my issue is unusually long. Both companies are telling me that they are following their processes correctly. I am not disputing that. It is just wrong that that my gas supply can be transferred without my permission, and not immediately restored as soon as the error is realised. Does anyone have any advice to help me get this resolved? I hope Adam from npower picks this up and can help me. I would also like the best advice about who to contact regarding getting these transfer procedures changed to help the customer! Sorry this is a long post.

chanz4

an et with any gaining supplier has to be investigated, it also depends how far in the transfer process it is. Are npower the actual supplier now or just at confirmation accepted with date?

Nada666

(Text removed by MSE Forum Team)

Erroneous transfers happen.

Your supplies will not be cut off. The same quality of energy will be entering your home. Any difference in costs will be reimbursed. You will pocket some extra money. Relax.

Wywth

emr wrote: »

How can an energy company take over my supply without my permission / confirmation? I received an email from my gas & electricity supplier, to say "sorry you are leaving us." On enquiry I was told that npower was taking over supply. This was news to me - I had no plans to change supplier. Subsequently I was told that it was an erroneous transfer which would take 4-6 weeks to reverse. Seems that a neighbour has requested transfer and my meter number became confused with their address. (It seems that for a number of our houses, the builder's original plot numbers and partial addresses were still registered with the gas transporter, which has caused problems for people trying to switch). The complaints dept at my "real" supplier has been trying to get the erroneous transfer sorted out with npower, with no success. More than 41 days have passed. In the meantime, my gas & electricity a/cs have been blocked. I am not getting bills. I got a letter from my own supplier dated 29 July saying I would be receiving a cheque for £20, for my inconvenience, but still waiting for that. I got a phone number for npower complaints and eventually got through the automated system which was not easy as I don't have an a/c number! The way in apparently is to keep pressing 5. An adviser told me it would take 28 days to reverse the transfer but their next level of escalation would kick in at day 56 from the day I contacted them. That means it will be more than 3 months before my problem (caused by the energy companies) is sorted out. I was told that the delay in resolving my issue is unusually long. Both companies are telling me that they are following their processes correctly. I am not disputing that. It is just wrong that that my gas supply can be transferred without my permission, and not immediately restored as soon as the error is realised. Does anyone have any advice to help me get this resolved? I hope Adam from npower picks this up and can help me. I would also like the best advice about who to contact regarding getting these transfer procedures changed to help the customer! Sorry this is a long post.

Soiunds like you are just in the process if you've only just got the 'Sorry you are leaving us' letter. Just give your current supplier a call if you don't agree with the switch - it's what the letter is intended for.

If the matter has progressed further (you later say 41 days? :huh:) you can complain about an ET to either supplier.
I always recommend complaining to the losing supplier as they are the ones that are losing out unless it is stopped.

If you complained 41 days ago, then in 7 days you can escalate the matter to the ombudsman if the matter is not resolved

emr_2

Thanks Wyeth, that's helpful.

dogshome

ET's are still common unfortunately
You don't say who your current, (the losing) supplier is, but on the assumption that you prefer to deal with them suggests that you chose their tariff because it was the most economic for your circumstances.

For some weeks you are stuck with n'power and will expected to pay them for the period they have supplied you.

However the Good/Bad economoics of most n'power tariffs depend on a 12 month cash-back element that only gets paid if you pay 12 consecutive monthly D/Debits, which you will not benifit from
When you get the n'power bills, check the costs against those of your 'proper' supplier - If n'power's are higher are reject the bills in WRITING and demand bills based on the rates of your 'proper' supplier

Wywth

dogshome wrote: »

ET's are still common unfortunately
You don't say who your current, (the losing) supplier is, but on the assumption that you prefer to deal with them suggests that you chose their tariff because it was the most economic for your circumstances.

For some weeks you are stuck with n'power and will expected to pay them for the period they have supplied you.

However the Good/Bad economoics of most n'power tariffs depend on a 12 month cash-back element that only gets paid if you pay 12 consecutive monthly D/Debits, which you will not benifit from
When you get the n'power bills, check the costs against those of your 'proper' supplier - If n'power's are higher are reject the bills in WRITING and demand bills based on the rates of your 'proper' supplier

If (and I'm still unsure of timings that an ET is actually required) this progresses to an ET (and is upheld) then the customer will be put back in a situation as though the transfer never occurred

The new supplier (nPower) shouldn't ask for, nor receive, even a penny.

http://cfe.custhelp.com/app/answers/detail/a_id/44/~/what-happens-if-a-supplier-takes-over-an-energy-supply-without-permission%3F

chanz4

dogshome wrote: »

ET's are still common unfortunately
You don't say who your current, (the losing) supplier is, but on the assumption that you prefer to deal with them suggests that you chose their tariff because it was the most economic for your circumstances.

For some weeks you are stuck with n'power and will expected to pay them for the period they have supplied you.

However the Good/Bad economoics of most n'power tariffs depend on a 12 month cash-back element that only gets paid if you pay 12 consecutive monthly D/Debits, which you will not benifit from
When you get the n'power bills, check the costs against those of your 'proper' supplier - If n'power's are higher are reject the bills in WRITING and demand bills based on the rates of your 'proper' supplier

npower wont bill if gained in error, neither would any other if gained

dogshome

Too much faith in the system?

The supplier who initiated this ET, is n'power - A company that wins medals for it's tight adherance to rules and procedures ?
So lets see what the OP reports back

nPower

emr wrote: »

How can an energy company take over my supply without my permission / confirmation? I received an email from my gas & electricity supplier, to say "sorry you are leaving us." On enquiry I was told that npower was taking over supply. This was news to me - I had no plans to change supplier. Subsequently I was told that it was an erroneous transfer which would take 4-6 weeks to reverse. Seems that a neighbour has requested transfer and my meter number became confused with their address. (It seems that for a number of our houses, the builder's original plot numbers and partial addresses were still registered with the gas transporter, which has caused problems for people trying to switch). The complaints dept at my "real" supplier has been trying to get the erroneous transfer sorted out with npower, with no success. More than 41 days have passed. In the meantime, my gas & electricity a/cs have been blocked. I am not getting bills. I got a letter from my own supplier dated 29 July saying I would be receiving a cheque for £20, for my inconvenience, but still waiting for that. I got a phone number for npower complaints and eventually got through the automated system which was not easy as I don't have an a/c number! The way in apparently is to keep pressing 5. An adviser told me it would take 28 days to reverse the transfer but their next level of escalation would kick in at day 56 from the day I contacted them. That means it will be more than 3 months before my problem (caused by the energy companies) is sorted out. I was told that the delay in resolving my issue is unusually long. Both companies are telling me that they are following their processes correctly. I am not disputing that. It is just wrong that that my gas supply can be transferred without my permission, and not immediately restored as soon as the error is realised. Does anyone have any advice to help me get this resolved? I hope Adam from npower picks this up and can help me. I would also like the best advice about who to contact regarding getting these transfer procedures changed to help the customer! Sorry this is a long post.

Hi emr,

I'm sorry to read about the problems you've been having.

Would you like me to see if I can get things sped up for you? If you can send me your details to the address on my profile page, I can take a look.

Best wishes,

Adam