Npower online account

dbarcl10

I switched had gas & electricity supply from EDF to Npower at the start of November 2013, and gave npower my meter readings on the day of the switch. Npower wasn't the cheapest supplier but I heard they had a good online system that shows the energy used, so I thought for a few pound extra a month it would help me monitor my energy usage and hopefully cut my bill.

Npower must have gave the meter readings to EDF as within 2 weeks I received a final bill from EDF based on these readings and a cheque refund followed fairly quickly.

So far so good...but...

Npower still haven't set up my online account, saying they are still waiting on my opening meter readings!! For the first few weeks I was getting texts, emails and letters from them asking for meter readings, and I responded to them all. I just assumed it was standard way of trying to predict my usage as I received something every Tuesday.

I contacted Npower in February about the lack of information on my online account, and was told it would be passed to the online team who would set up the account properly - within 90 days!!!

I have just contacted them again and got an identical reply from the same person saying the issue had been passed to the online team and they would respond within 90 days.

In my recent contact, I provided up to date meter readings and asked them to calculate my bill as I will be looking for a new supplier as I am not willing to wait any longer for something I assume is quite simple to set up. This wasn't addressed at all in there response.

Just wanted to find out what other peoples experience is with Npower and whether I should be taking this complaint further, I.e. Formal complaint then regulator?

cing0

Well the regulator won't be interested, it only looks at licensing breaches after 100+ individual complaints (even though it doesn't deal with individual complaints).
Yes npower do have a habit of ignoring opening meter readings and that is common across suppliers. I've been told it "will take up to 28 days for our website to recognise your details" recently by npower.
If you want your online account setting up quicker with npower, I'd move house (see http://forums.moneysavingexpert.com/showpost.php?p=63247634&postcount=9) to get a new account number.

nPower

dbarcl10 wrote: »

I switched had gas & electricity supply from EDF to Npower at the start of November 2013, and gave npower my meter readings on the day of the switch. Npower wasn't the cheapest supplier but I heard they had a good online system that shows the energy used, so I thought for a few pound extra a month it would help me monitor my energy usage and hopefully cut my bill.

Npower must have gave the meter readings to EDF as within 2 weeks I received a final bill from EDF based on these readings and a cheque refund followed fairly quickly.

So far so good...but...

Npower still haven't set up my online account, saying they are still waiting on my opening meter readings!! For the first few weeks I was getting texts, emails and letters from them asking for meter readings, and I responded to them all. I just assumed it was standard way of trying to predict my usage as I received something every Tuesday.

I contacted Npower in February about the lack of information on my online account, and was told it would be passed to the online team who would set up the account properly - within 90 days!!!

I have just contacted them again and got an identical reply from the same person saying the issue had been passed to the online team and they would respond within 90 days.

In my recent contact, I provided up to date meter readings and asked them to calculate my bill as I will be looking for a new supplier as I am not willing to wait any longer for something I assume is quite simple to set up. This wasn't addressed at all in there response.

Just wanted to find out what other peoples experience is with Npower and whether I should be taking this complaint further, I.e. Formal complaint then regulator?

Hi dbarcl10,

I'm sorry to hear that you want to leave us and I'd like the opportunity to change your mind.

From reading your post it sounds like the issues you are experiencing with your online account are being caused as your energy account isn't fully set up yet.

If you'd like to send me your details via the email address from my profile, I'll be happy to chase this up and make sure both your energy account and online account are up and running.

Thanks

Leigh

Gloomendoom

^^^^^^^^^^^^

I wouldn't hold your breath.

dbarcl10 wrote: »

Just wanted to find out what other peoples experience is with Npower and whether I should be taking this complaint further, I.e. Formal complaint then regulator?

I had the same experience. I switched over a year ago and I get the same request to submit my opening readings. Their customer services have confirmed that they received my opening readings last year. They also said they would sort the problem, but then, they said they would send me a bill too. Neither has happened.

I gave up with them and am in the process of switching.

welliwonder

I recently switched from British Gas dual fuel standard variable tariff, I was paying my bills quarterly and average cost was £30 a month for gas and electricity. I took Martin Lewis's advice and switched to N Power Price Protector Monthly Fixed Direct Debit Fixed at £28.50 a month, but after 3 months N Power have increased my Direct Debit to £66 a month even though my usage has not gone up if anything it's been less. Forget all the hype about saving money by switching, it's a con. I'm leaving N Power and going back to British Gas.

Diver_john_2

So far so good for my mum's account. I now manage this for her on line. I started the switch last year and it took some time to complete. Her first full quarter is in and it looks ok. So far a saving in excess of £100 for the winter. The account had a problem when the section for entering meter readings went down for 5 days at the end of the month but other than that all good so far.

Notaclue_2

I switched to Npower November 2012. My electric went through with no problem. But my Gas, well that another story. It is stuck in the specialised complaints dept. It has been 1year and 4months and still it hasnt been sorted out. EDF sent me a final letter in Oct 2013. Since then ive paid no gas payment because Npower can not access my account even though they know i am being supplied by them. Im worried about the bill when it finally comes through. i have contacted them 16 times, All they say is, its in the complaints dept and they will contact me when resolved.

MickGlen

Notaclue wrote: »

I switched to Npower November 2012. My electric went through with no problem. But my Gas, well that another story. It is stuck in the specialised complaints dept. It has been 1year and 4months and still it hasnt been sorted out. EDF sent me a final letter in Oct 2013. Since then ive paid no gas payment because Npower can not access my account even though they know i am being supplied by them. Im worried about the bill when it finally comes through. i have contacted them 16 times, All they say is, its in the complaints dept and they will contact me when resolved.

We are in the exact same boat, we switched our gas and electric in December 2012 from EDF and like you the electric was switched but the gas has never been switched and I too get nowhere when ringing or emailing. We were advised to overpay on our electric until this was sorted out which we have been doing but it will not be anywhere near enough to cover the amount of gas we should have been paying over the last 1 year 2 months. The whole thing has been a complete shambles from the start and nobody is taking responsibility, just blaming a computer system problem. :mad:

Notaclue_2

Exactly, when i ask to speak to someone about it they say it in a non-customer dept. I moved our electricity to a cheaper tariff with scottish power saving about £200 (went through in about 4-6 weeks). When i last spoke to someone they said there are some customers been in this situation for over 2 years !!!!! No communication. Spoke to energy ombudman, they cant do anything until i get a dead lock letter, but they wont supply that because its an ongoing complaint. Just going round in circles at present. Getting that sick of it, even thing of writing to watchdog.

MickGlen

Notaclue wrote: »

Exactly, when i ask to speak to someone about it they say it in a non-customer dept. I moved our electricity to a cheaper tariff with scottish power saving about £200 (went through in about 4-6 weeks). When i last spoke to someone they said there are some customers been in this situation for over 2 years !!!!! No communication. Spoke to energy ombudman, they cant do anything until i get a dead lock letter, but they wont supply that because its an ongoing complaint. Just going round in circles at present. Getting that sick of it, even thing of writing to watchdog.

I emailed the representative on this forum last week and it looks like the gas has finally been switched over when I logged onto my N Power just now. I will phone them tonight as they have reduced our electric payment down to £6 a month due to us overpaying (for the gas) :rotfl: it might be worth you trying the same thing as this email looks to have done the trick. Fingers crossed. Just dreading the bill now when it comes