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nPower - terrible service
Hi
I don't often post, but I thought I'd share this story as a possible warning to others about not placing trust in nPower to manage your account...
Back in January we switched to nPower via SimplySwitch. As a quick aside, we had to chase SimplySwitch for the cashback, and I've yet to check it's gone in.
Since we switched, we've had all sorts of problems with nPower. They used the wrong meter readings for the switch, changed them, were uncertain of them, gave us inconsistent reasons about why they were using what they were (i.e. not the ones we gave). Lesson learnt - all utility companies use a central register of readings which is not their responsibility and does not necessarily record what you tell them or what the meter reader tells them (more on this later), and the readings that will be used for a switch are whatever ones were registered by the old company (i.e. the one you're leaving).
In June when we were doing a quick half-year review of our finances, we noticed that our bills account balance was too high and the gas hadn't been going out via direct debit (the electric had). So we rang them and more confusion and long phone calls ensued - they didn't know why it wasn't being paid, they weren't sure what we owed (this is when the whole meter readings thing came to light). So we paid an estimated lump sum, and raised what they called 'an expression of dissatisfaction' - we mistakenly thought this was their language for a complaint. Lesson learnt - you must get a complaint number, otherwise it's not a complaint. We were assured everything would be sorted. It wasn't - still no direct debit going out. So we raised a proper complaint on a later phone call in July, only for them to say that the complaint number didn't exist next time we rang (so no refer-to-ombudsman clock had been ticking). So they raised another complaint number in August, and a few days later we get a letter saying 'you don't have to do anything' - so we're in the complaints system this time, but still no direct debit going out. So we rang again, and they looked into it while we stayed on the phone - seems we did have to do something, because until this point, no one their end had done anything. The person on the other end of the phone just kept mentioning about the system change they'd had over the last year and the problems it had caused - not really what we wanted to hear. She also said that she could see what had happened, that it sometimes happened with the new system, and that we'd have to cancel the direct debits and then reinstate them to try and get the system to pick them up again. We've yet to see if that works or just causes more of the same.
I personally find it shocking that a utility company has been letting us get in debt to them like this, and that it is us who keep having to chase this over and over to resolve it - 8 months after we switched. I can't even remember how many times it's been 'escalated' to this or that team, but nothing's happened. It's only a bill, I know, but it's now been hanging over us, sitting on our to-do list, weighing on our shoulders, unresolved all that time - and still is, with no idea of how much longer this will go on for or how many hours of phone calls we have left to make to actually get them to sort this out (it seems they do nothing unless we call).
Now onto my old house...
In the past nPower were grossly underestimating my bills when I lived there a few years back, which built up a ton of credit, which - because I let it get over a certain amount (something I only found out when it was too late) - I had to jump through hoops to get back. Special teams had to review it, write letters, etc etc, and as usual, I had to do all the chasing. I foolishly forgave them, thinking it was a one off.
I moved out to where I am now, keeping the old house as a second home, and let a room in the house (with bills in my name, but a signed agreement to that they would pay their proportion). Over the 15 months my lodger was there, he let meter readers in, and - lesson learnt - I didn't check the bill carefully enough (I'll come back to that) to notice that even though meter readers had been to read the meters, it was still saying estimated. When the lodger moved out this April, we realised that the meter readings had been way off for quite some time, and there was going to be a big bill. We immediately contacted nPower with the readings, and learnt that if a meter reader takes a reading which seems too high (or 'out of tolerance'), the register system will reject it - and there's nothing to flag to the customer that this has happened, other than their next bill saying 'estimated'. Also, nPower are only obliged to take readings every 15 months.
We were promised that a manual calculation would be done within 28 days to show what the bills probably should have been over the 15 months since he moved in. That never came. As I was dealing with this at the same time as the above, I made the same mistake of thinking I'd raised a complaint when all I'd done was have an inconsequential 'expression of dissatisfaction' raised on the account - which does nothing at all it seems. Yet again, I've had to do all the chasing, phoning, etc trying to make sense of all this, and raising a proper complaint on this too. It turns out the first person should never have promised a manual calculation, because it can't be done... well, maybe (it's impossible to get a straight answer from them - it all depends who you talk to and for how long). Instead, they have to charge all those units as if they've been used since Aug last year (why August? because this is when my account was switched to their new system - i.e. nothing to do with reality), bringing the bill to around £1,400. Also - they only just worked this out yesterday, because I spent pretty much most of the afternoon on the phone to their complaints department while they did it - it seems it's the only way to get it done, because otherwise it would have been 'escalated' to another team and gone in their queue - clearly, being in a queue waiting for this bill since end April / beg May isn't a long enough time. I've still to see the printed version of the bill. And of course, the time this has taken - and I've still nothing in writing from them - means that I haven't been able to sort it out with my ex-lodger, so I've still all that chasing to do, with the added stress that he probably won't have any money now - it's been 5-6 months.
It's also interesting to note how often the lady in the complaints department said she emphasised to people that you must check your own meter readings. Basically saying that you cannot and should not trust meter readers. Lesson learnt.
Oh, and even though they apparently haven't calculated the outstanding bill for the old house (a small terrace), they never-the-less changed my direct debit on that house from 100 ish to 360 ish last month - and notified me via the online portal, which brings me to the problems with that...
As part of my conversation with complaints, I said I wanted to go back to paper, as email>move-from-iphone-to-desktop>login>navigate-to-and-check-bill was obviously not working for me - too many barriers meant I wasn't checking things carefully enough. And I often can't login, which leads me to give up. The username check shows me I'm using the right username/email, but the password just won't take. Or the system is down completely.
Thing is though, I can't go back to paper, because you have to log in to do that. Seriously?! So if for any reason you can no longer use a computer, what then? Seems really odd - you have to use a computer to say you don't want to use a computer. Also, if you want to raise an online ticket about the online portal, you have to login. Again, seriously?! How do you report login problems then? Ah - you call... so I'm back to joining a queue and spending hours on the phone. Last night when I tried, I got the 'overflow' team, who can't do anything other than offer you a call back in 3-5 days, or you can keep trying them.
They've offered me £75 compensation for this mess. I refused, so now they do a case review - which is where I am now.
I know that I've probably not been as responsible in all this as I should have been, but to be honest, I didn't realise how much I'm expected to oversee everything that goes on with my account - nor do I have the energy (think I can just about manage a smile at the pun, though I'm worn out by the stress of this). I made the mistake of trusting - and paying - nPower to manage my account and follow up 'expressions of dissatisfaction' and unpaid bills before they got out of hand.
It won't happen again - we're leaving nPower as soon as all this is sorted (but who knows when that will be?!). I guess my advice to any other nPower customers would be to monitor their meter readings and direct debits constantly - because they won't - to avoid getting in the mess we're in.
Has this been worth the money saved by switching? No. I still feel like I've miles to go before I sleep...
I don't often post, but I thought I'd share this story as a possible warning to others about not placing trust in nPower to manage your account...
Back in January we switched to nPower via SimplySwitch. As a quick aside, we had to chase SimplySwitch for the cashback, and I've yet to check it's gone in.
Since we switched, we've had all sorts of problems with nPower. They used the wrong meter readings for the switch, changed them, were uncertain of them, gave us inconsistent reasons about why they were using what they were (i.e. not the ones we gave). Lesson learnt - all utility companies use a central register of readings which is not their responsibility and does not necessarily record what you tell them or what the meter reader tells them (more on this later), and the readings that will be used for a switch are whatever ones were registered by the old company (i.e. the one you're leaving).
In June when we were doing a quick half-year review of our finances, we noticed that our bills account balance was too high and the gas hadn't been going out via direct debit (the electric had). So we rang them and more confusion and long phone calls ensued - they didn't know why it wasn't being paid, they weren't sure what we owed (this is when the whole meter readings thing came to light). So we paid an estimated lump sum, and raised what they called 'an expression of dissatisfaction' - we mistakenly thought this was their language for a complaint. Lesson learnt - you must get a complaint number, otherwise it's not a complaint. We were assured everything would be sorted. It wasn't - still no direct debit going out. So we raised a proper complaint on a later phone call in July, only for them to say that the complaint number didn't exist next time we rang (so no refer-to-ombudsman clock had been ticking). So they raised another complaint number in August, and a few days later we get a letter saying 'you don't have to do anything' - so we're in the complaints system this time, but still no direct debit going out. So we rang again, and they looked into it while we stayed on the phone - seems we did have to do something, because until this point, no one their end had done anything. The person on the other end of the phone just kept mentioning about the system change they'd had over the last year and the problems it had caused - not really what we wanted to hear. She also said that she could see what had happened, that it sometimes happened with the new system, and that we'd have to cancel the direct debits and then reinstate them to try and get the system to pick them up again. We've yet to see if that works or just causes more of the same.
I personally find it shocking that a utility company has been letting us get in debt to them like this, and that it is us who keep having to chase this over and over to resolve it - 8 months after we switched. I can't even remember how many times it's been 'escalated' to this or that team, but nothing's happened. It's only a bill, I know, but it's now been hanging over us, sitting on our to-do list, weighing on our shoulders, unresolved all that time - and still is, with no idea of how much longer this will go on for or how many hours of phone calls we have left to make to actually get them to sort this out (it seems they do nothing unless we call).
Now onto my old house...
In the past nPower were grossly underestimating my bills when I lived there a few years back, which built up a ton of credit, which - because I let it get over a certain amount (something I only found out when it was too late) - I had to jump through hoops to get back. Special teams had to review it, write letters, etc etc, and as usual, I had to do all the chasing. I foolishly forgave them, thinking it was a one off.
I moved out to where I am now, keeping the old house as a second home, and let a room in the house (with bills in my name, but a signed agreement to that they would pay their proportion). Over the 15 months my lodger was there, he let meter readers in, and - lesson learnt - I didn't check the bill carefully enough (I'll come back to that) to notice that even though meter readers had been to read the meters, it was still saying estimated. When the lodger moved out this April, we realised that the meter readings had been way off for quite some time, and there was going to be a big bill. We immediately contacted nPower with the readings, and learnt that if a meter reader takes a reading which seems too high (or 'out of tolerance'), the register system will reject it - and there's nothing to flag to the customer that this has happened, other than their next bill saying 'estimated'. Also, nPower are only obliged to take readings every 15 months.
We were promised that a manual calculation would be done within 28 days to show what the bills probably should have been over the 15 months since he moved in. That never came. As I was dealing with this at the same time as the above, I made the same mistake of thinking I'd raised a complaint when all I'd done was have an inconsequential 'expression of dissatisfaction' raised on the account - which does nothing at all it seems. Yet again, I've had to do all the chasing, phoning, etc trying to make sense of all this, and raising a proper complaint on this too. It turns out the first person should never have promised a manual calculation, because it can't be done... well, maybe (it's impossible to get a straight answer from them - it all depends who you talk to and for how long). Instead, they have to charge all those units as if they've been used since Aug last year (why August? because this is when my account was switched to their new system - i.e. nothing to do with reality), bringing the bill to around £1,400. Also - they only just worked this out yesterday, because I spent pretty much most of the afternoon on the phone to their complaints department while they did it - it seems it's the only way to get it done, because otherwise it would have been 'escalated' to another team and gone in their queue - clearly, being in a queue waiting for this bill since end April / beg May isn't a long enough time. I've still to see the printed version of the bill. And of course, the time this has taken - and I've still nothing in writing from them - means that I haven't been able to sort it out with my ex-lodger, so I've still all that chasing to do, with the added stress that he probably won't have any money now - it's been 5-6 months.
It's also interesting to note how often the lady in the complaints department said she emphasised to people that you must check your own meter readings. Basically saying that you cannot and should not trust meter readers. Lesson learnt.
Oh, and even though they apparently haven't calculated the outstanding bill for the old house (a small terrace), they never-the-less changed my direct debit on that house from 100 ish to 360 ish last month - and notified me via the online portal, which brings me to the problems with that...
As part of my conversation with complaints, I said I wanted to go back to paper, as email>move-from-iphone-to-desktop>login>navigate-to-and-check-bill was obviously not working for me - too many barriers meant I wasn't checking things carefully enough. And I often can't login, which leads me to give up. The username check shows me I'm using the right username/email, but the password just won't take. Or the system is down completely.
Thing is though, I can't go back to paper, because you have to log in to do that. Seriously?! So if for any reason you can no longer use a computer, what then? Seems really odd - you have to use a computer to say you don't want to use a computer. Also, if you want to raise an online ticket about the online portal, you have to login. Again, seriously?! How do you report login problems then? Ah - you call... so I'm back to joining a queue and spending hours on the phone. Last night when I tried, I got the 'overflow' team, who can't do anything other than offer you a call back in 3-5 days, or you can keep trying them.
They've offered me £75 compensation for this mess. I refused, so now they do a case review - which is where I am now.
I know that I've probably not been as responsible in all this as I should have been, but to be honest, I didn't realise how much I'm expected to oversee everything that goes on with my account - nor do I have the energy (think I can just about manage a smile at the pun, though I'm worn out by the stress of this). I made the mistake of trusting - and paying - nPower to manage my account and follow up 'expressions of dissatisfaction' and unpaid bills before they got out of hand.
It won't happen again - we're leaving nPower as soon as all this is sorted (but who knows when that will be?!). I guess my advice to any other nPower customers would be to monitor their meter readings and direct debits constantly - because they won't - to avoid getting in the mess we're in.
Has this been worth the money saved by switching? No. I still feel like I've miles to go before I sleep...
0
Comments
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I must admit I'm not familiar with nPower and their systems, this does however smell distinctly like a "migration of billing system to SAP" c0ck up.
I wouldn't say you've been irresponsible in this case at all; you appear to have chased nPower and been proactive in trying to get this resolved (a rarity on this forum!). Is there no possibility of switching away from them now? You may even find switching away from them would be the catalyst for them sending you a final, accurate bill.
Good luck!0 -
Thanks for the words of support.
I've since gained access to the online portal. It turns out that in a few days I'll get an email notifying me that username rules have changed, and asking me to reset my account login. Only, the change got made their end before the email notifications went out, and no one even told the web team or the complaint team (who still didn't know when I was speaking to them yesterday).
Having got into the portal, I've had it confirmed that the notification about my direct debit change wasn't ever PDFed (last PDF bill was April), so I never received any notification that there was a change coming, unless I'd happened to log on and look at the next due amount in the little box at the side. I don't know if I'm in a minority (?), but I don't log into my bills accounts every month to check if they're about to do something they haven't notified me about.
Also since I wrote the above, I've mustered the courage to try switching again and moved our current home over to the new M&S deal (via the EnergyClub thingy). We used to be with SSE, and apart from the prices, were happy, so hopefully this M&S deal will be right for us on both fronts. Fingers crossed! And yes, hopefully it will get them to sort out a final bill for this house - they'll have to (won't they?!)
For my old house, I need to see where I get to with the case review, and then I'll definitely be switching that too.0 -
I just thought I'd provide an update, and repeat that I want to get as far away as possible from nPower to ensure peace of mind.
nPower have still not managed to bill either my old house or my current house for gas.
The switch to my current house (to M&S/SSE) now needs chasing as they don't seem to be taking payments either - possibly because nPower haven't 'released' us yet? I don't know, though I am worried that - based on what I learnt before - it'll be nPower's meter readings that are used for the switchover (which should have happened September 16th). Sigh.
On the old house, it's been more fun and games...
I'm now in the Executive Complaints system (which I imagine is one desk or cubicle away from normal Complaints). I got there after contacting Gareth Pickles on LinkedIn as a desperate measure to find resolution and end the stress.
They've promised a bill dating back to February 2009 - no idea why, as this doesn't relate to the dates I asked about.
Re readings and billing, I wondered if anyone here knows what the legal position is as to whether they carry any responsibility/culpability re correct billing of the account:
"As an energy supplier we are only obliged to read your meter once within every two years and when readings have not been obtained or provided to us we are entitled to estimate the account."
and
"As advised we are only obliged to read the meter once within every two years [snip re electric]. Having looked at the meter reading history for the gas I have listed below readings that have been used and ones that were obtained but not used."
and
"21 February 2013 - actual reading of 3819 from Gas Safety inspection (not used) [they used an estimate of 636]
18 August 2012 - estimated reading of 3210" [which they didn't use - they used an estimate of 569]"
and
"Although the reading in February 2013 [the only actual reading taken since April 2011] was not used as this was from a safety inspection which wouldn't have been used to bill the account. I can confirm that based on all the readings we have had to bill the account we have billed the account correctly."
They also said:
"There are sometimes cases when readings have been taken that do not fall in line with previous energy history so these are not then used for that reason, however we would also write to the customer advising of this and asking them to provide a further reading. In this instance this case does not apply."
I also wondered whether they could reasonably be asked to carry any culpability re the fact that my lodger, with whom I have to settle, has now lost his income. Something that wouldn't have been a problem had this been done correctly in the first place, but because of nPower's delay, will now leave me out of pocket.0 -
I've posted a few times on this forum about npower, they are quite simply the worst company to deal with in the UK.
Get out and get out quick - I hope it goes OK for you.Spend what is left after saving. Don't save what is left after spending0 -
Thanks for the words of support Jordo - always good to know it's not just me. If only I could get out; I'm trying!!
PS - also worth noting that after logging in to the nPower online system, there's several pages or PR explaining the system failures they've had, with an offer to allow people longer to pay back excessive amounts they've incurred as a result of not receiving a bill in time (nothing about accuracy of bills).
oh, and we got a random £20 voucher in the post in an nPower envelope, but absolutely no explanation as to what for.0 -
Had terrible stuff happened to me. They are incapable of sorting things out. So bad was my experience I set up an e-petition. Please consider signing it....... I couldn't mention npower in it for legal reasons, but meter reading fiasco and non existent admin should chime!!
http://epetitions.direct.gov.uk/petitions/56280
Thanks0 -
Although npower's service can be execrable that is mostly irrelevant.
You read your meters when you join a supplier. You read your meter each month or every two months and monitor your usage. You know how much you have used and you know how much you have paid. This takes less than one minute.
Where you have a lodger that is doubly important - flat bills like landline or TV licences can be left but any metered bill has to be monitored by the household month by month. It is up to you to ensure you receive appropriate payment from your lodger0 -
Strebor - will pop along and check it out. Thanks for the link.
Nada666 - I'd argue that poor service is not entirely irrelevant - I am paying nPower for a billing service, and I feel they have failed to provide that service. They are obliged, as part of their service, to take readings every two years, and say that they'll write to customers if there's a usage problem, neither of which they've done in my case.
On one level I agree with you - I've already said I should have acted more responsibly (see third to last paragraph in my original post), and I share my story so others may learn from my mistakes. But on another level I'm saying that nPower's terrible billing service contributed to me getting into a situation I never would have let myself get into normally.0
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