npower and BG problem .

rose28454

I decided in October to change supplier to NPower to get a good long fixed price. The Gas account went through quite easily although BG would not move it till I paid my balance. However the electric account is still with BG. I have spoken to NPower many times and firstly they said it was BG blocking the move ( this was in November) but now apparently it is a technical issue. I raised a complaint on 7.1.14 and when I got through yesterday ( after being on hold for 25 mins) I was told there was no progress. What can I do?

somethingcorporate

Rue the day you chose nPower as your supplier. They are absolutely useless and obviously inundated with complaints (given the obscene wait time to talk to someone).

You need to give it 8 weeks with no progress and then escalate it to the ombudsman.

Uglymug

I also recently changed my Gas supplier from BG to Npower.
They requested a meter reading on 8th January, it could not be entered on-line and I had to phone them with it. So on 8th January I phoned and supplied the reading, I've recently discovered that their numpty of an operator could not take 5 digits and enter them on their system. Instead of entering my reading of 12926 they entered 29260 (missing the first 1 and adding 0 at the end). I've phoned them (took 20 mins to get through) and they said it would take up to 28 days to amend - 28 days to amend a reading - how useless is their system? I'm now expecting a huge final bill from BG and a load of hassle. This is a warning to everyone - DON'T EVEN THINK OF TRANSFERING TO NPOWER.

mikeeboy

Oh great. Why didn't I read the forum before I changed from BG to NPower and not the morning after. Touch wood there's no problems.

rose28454

I will give it a week and if no progress will go back to BG.Thanks all

Uglymug

Uglymug wrote: »

I also recently changed my Gas supplier from BG to Npower.
They requested a meter reading on 8th January, it could not be entered on-line and I had to phone them with it. So on 8th January I phoned and supplied the reading, I've recently discovered that their numpty of an operator could not take 5 digits and enter them on their system. Instead of entering my reading of 12926 they entered 29260 (missing the first 1 and adding 0 at the end). I've phoned them (took 20 mins to get through) and they said it would take up to 28 days to amend - 28 days to amend a reading - how useless is their system? I'm now expecting a huge final bill from BG and a load of hassle. This is a warning to everyone - DON'T EVEN THINK OF TRANSFERING TO NPOWER.

I've just found the "nPower company representative " e-mail address from another Npower complaint thread.
I've e-mailed him with my problems, here's hoping he can resolve them, I'll report back here.

Uglymug

GOOD NEWS - I don't know if it's due to the phone call I made to NPower on Saturday (when they told me it could take up to 28 days to resolve) or if it's due to the e-mail I sent the nPower company representative about an hour ago but the meter reading issue has been resolved. I did check about 1.5 hours ago and they still had the incorrect reading. So a BIG WELL DONE to Npower for amending their mistake.

rose28454

one month on and no progress with npower. on the phone at the moment ( been on hold for 28 mins) after a 15 minute call yesterday when I was told to phone another number for complaints. What a nightmare.

undaunted

Npower & British Gas ........ or the devil & the deep blue sea?

Why anyone is prepared to sit on hold for 25 / 30 minutes is beyond me. Have those of you who will tolerate it never heard of email, post or simply going elsewhere?

rose28454

undaunted wrote: »

Npower & British Gas ........ or the devil & the deep blue sea?

Why anyone is prepared to sit on hold for 25 / 30 minutes is beyond me. Have those of you who will tolerate it never heard of email, post or simply going elsewhere?

Update. Phoned them this morning and after being called back and then on hold for 14 mins for the Executive Complaints Team I was told my case would be assigned a case worker within 10-14 working days. I actually asked her if she was joking bearing my complaint was raised in January. So am going to contact Ombudsman this afternoon to see where we go. Also I re-set up my DD online last week ( after I cancelled it cause of all the delay- wanted to have some power in my corner) and she said there was not dd and you could not set it up online. However just looked and she is wrong. And then to top it all off she said I would have to reapply for the electric account as 3 months have passed since I applied ( 6 actually!!) and they would then put me on standard tariff and I would have to reapply for another tariff.

As to holding on the phone for 30 mins I have tried post and email and you get no better result. So need to decide if I should just go back to BG and give up