nPower - Setting up an account - Will it ever happen?

szam_

Afternoon.

Has anyone ever had issues with this company in regards to setting up an account. I posted previously regarding trying to get my preferred supplier in (Ovo), turns out I need an nPower account first.

I've been spammed by Ovo saying they cannot proceed with the transfer every few days, automatic email most likely.

I made a call over 2 weeks ago to nPower stating that I need an account setting up, and that the previous owner of the house no longer lives here, so they can stop sending bailiffs/debt collectors round and threatening disconnection. The debt collector himself told me to contact nPower, and nPower tell me I need to contact the debt collector. Annoying to say the least.

Anyhow, I was told to wait 14 days for the 'home move' team to contact me regarding setting up an account. I called and said no-one had called me to set it up, and was told they would get in contact with the home move department and they would get back to me. Somehow I doubt it won't be for some time.

Strange this, as I could do my home move with Ovo on the day that I rang.

It's now been a month and a half, I haven't had a single bill arrive, not even "to the occupier", the Landlord wants proof that the bills are in my name and I can't give it to him, and Ovo still can't initiate the transfer because nPower are blocking it.

Is it correct that I have to wait this long to just set up some of my details with them? Or are they holding off as long as possible because the account will be transferred as soon as it has set up, in other words, getting every penny they can out of me.

Has anyone else any experience of nPower and switching?

naedanger

szam_ wrote: »

Afternoon.

Has anyone ever had issues with this company in regards to setting up an account. I posted previously regarding trying to get my preferred supplier in (Ovo), turns out I need an nPower account first.

I've been spammed by Ovo saying they cannot proceed with the transfer every few days, automatic email most likely.

I made a call over 2 weeks ago to nPower stating that I need an account setting up, and that the previous owner of the house no longer lives here, so they can stop sending bailiffs/debt collectors round and threatening disconnection. The debt collector himself told me to contact nPower, and nPower tell me I need to contact the debt collector. Annoying to say the least.

Anyhow, I was told to wait 14 days for the 'home move' team to contact me regarding setting up an account. I called and said no-one had called me to set it up, and was told they would get in contact with the home move department and they would get back to me. Somehow I doubt it won't be for some time.

Strange this, as I could do my home move with Ovo on the day that I rang.

It's now been a month and a half, I haven't had a single bill arrive, not even "to the occupier", the Landlord wants proof that the bills are in my name and I can't give it to him, and Ovo still can't initiate the transfer because nPower are blocking it.

Is it correct that I have to wait this long to just set up some of my details with them? Or are they holding off as long as possible because the account will be transferred as soon as it has set up, in other words, getting every penny they can out of me.

Has anyone else any experience of nPower and switching?

I have some experience of trying to switch to npower. Not in the same circumstances as you. I have been at my present address for years and simply wanted to change my energy supplier. I asked npower to take over my supply in October 2013 and they so far have switched my gas but not my electricity. (They are however billing me for someone else's electricity even although they admit it is not my supply. Latest excuse is they have problems with their billing system.)

I recommend you complain in writing and when they don't sort it out within 8 weeks take them to the Ombudsman.

If their charges are any higher than the supplier you are switching to, then demand they refund you for any excess arising from any unreasonable delay caused by them.

Npower voted worst company in the UK for customer service:
http://www.telegraph.co.uk/finance/personalfinance/household-bills/11100390/Npower-worst-company-in-the-UK-for-customer-service.html

szam_

Thanks.

I'd have thought it might be a bit early to complain, but if this is the level of problems people have with them, it might be worth me getting one in early. It astounds me that they are so bad and there are so many complaints about them, that anyone is still supplied by them.

I supplied them the opening meter readings from the day I moved in, so they can't turn that one around on me unless they of course, didn't record it on their 'faulty system'.

A two week lead time to get a department to ring me and set up my details seems ludicrous though. I'll give them another ear bashing later on. I don't want to have to wait a few months to get a bill, I can't even pay anything yet because I haven't a clue what my account number is, so no doubt when my account is finally set up, they'll then block the transfer on the premise of outstanding balance is too high.

I also predict that they'll play hell with the previous owners outstanding debt and pin it to my account (when I eventually get one), or at least address, citing it as another reason to block the transfer.

Maybe I'm just cynical, but I get a feeling they may be quite underhanded.

hyposmurf

I had issues with them setting up my account, took them half a year in the end.Amazing a company like that can survive.

spiro

Given the mess they areI would be tempted to do the following:
1) write to them stating the date you moved in and the meter reading (s). Include in the letter what tariff you want to be on.
2) read your meter every month, work out what the bill would be and put the money aside.
3) wait 6 months and if you've not heard asking why you account has not been set up.
4) sit back on hope this goes on for a long time because they can only back bill 12 months.
All letters should ideally be sent recorded so you have proof.

nPower

szam_ wrote: »

Afternoon.

Has anyone ever had issues with this company in regards to setting up an account. I posted previously regarding trying to get my preferred supplier in (Ovo), turns out I need an nPower account first.

I've been spammed by Ovo saying they cannot proceed with the transfer every few days, automatic email most likely.

I made a call over 2 weeks ago to nPower stating that I need an account setting up, and that the previous owner of the house no longer lives here, so they can stop sending bailiffs/debt collectors round and threatening disconnection. The debt collector himself told me to contact nPower, and nPower tell me I need to contact the debt collector. Annoying to say the least.

Anyhow, I was told to wait 14 days for the 'home move' team to contact me regarding setting up an account. I called and said no-one had called me to set it up, and was told they would get in contact with the home move department and they would get back to me. Somehow I doubt it won't be for some time.

Strange this, as I could do my home move with Ovo on the day that I rang.

It's now been a month and a half, I haven't had a single bill arrive, not even "to the occupier", the Landlord wants proof that the bills are in my name and I can't give it to him, and Ovo still can't initiate the transfer because nPower are blocking it.

Is it correct that I have to wait this long to just set up some of my details with them? Or are they holding off as long as possible because the account will be transferred as soon as it has set up, in other words, getting every penny they can out of me.

Has anyone else any experience of nPower and switching?

Hi szam

Thanks for your post.

Spiro's right in advising you of the information we need to ensure everything's updated; date you moved in, reads when you moved in, which tariff you require whilst the switch is ongoing, full name and address. If you haven't already contacted us, please send this information to the email address on our profile - please mark it for my attention and advise it's on the back of a forum post as the mailbox is for social media only and not constantly monitored. I'll make sure everything is updated so you can switch supply smoothly.

Please note that our systems are undergoing scheduled maintenance over the weekend, and therefore response times via all contact channels may vary.

Regards

Jess

GingerBob_3

nPower_company_representative wrote: »

Hi szam

Thanks for your post.

Spiro's right in advising you of the information we need to ensure everything's updated; date you moved in, reads when you moved in, which tariff you require whilst the switch is ongoing, full name and address. If you haven't already contacted us, please send this information to the email address on our profile - please mark it for my attention and advise it's on the back of a forum post as the mailbox is for social media only and not constantly monitored. I'll make sure everything is updated so you can switch supply smoothly.

Please note that our systems are undergoing scheduled maintenance over the weekend, and therefore response times via all contact channels may vary.

Regards

Jess

Surname and initial will suffice, even though they'd like the full monty. And definitely don't give them your DoB or phone numbers.

szam_

nPower_company_representative wrote: »

Hi szam

Thanks for your post.

Spiro's right in advising you of the information we need to ensure everything's updated; date you moved in, reads when you moved in, which tariff you require whilst the switch is ongoing, full name and address. If you haven't already contacted us, please send this information to the email address on our profile - please mark it for my attention and advise it's on the back of a forum post as the mailbox is for social media only and not constantly monitored. I'll make sure everything is updated so you can switch supply smoothly.

Please note that our systems are undergoing scheduled maintenance over the weekend, and therefore response times via all contact channels may vary.

Regards

Jess

But I've already provided this information over the phone... twice. How many times do I need to do this before someone will actually set up an account? Can I expect a letter in the post addressed to me saying I've ignored bills of which I cannot actually pay because I have no account number - I certainly seem to be getting the previous house owners long overdue bill, of which I have jump through numerous hoops before your debt collectors and threats of supply disconnection will stop.

It's now been three weeks, and still nothing from the "moving team". I don't care who you are, as someone who works in I.T., having a system where you cannot take and set up the customers account there and then is ridiculous, this is 2014, not the 80's or 90's. Ovo have managed it twice, on the spot, and they are tiny in comparison, so why can't a "big 6" company manage this?

And as someone who also used to work on an I.T. help desk, if no-one could take extensive details of a problem then no-one called back within 10 minutes to take them details, this was classed as a massive deal and a big problem. By my standards, which I class as GOOD customer service, it has taken you 3023 times longer than it should have done. Your staff can't be happy either, as I've been snapped at a couple of times while on the phone - things happen and I get that so I will be as understanding as possible and therefore I'm one of the last people to get annoyed when calling about something, but this is beyond a joke.

To me, it seems like deliberate stalling in order to get as much money out of me as possible rather than my preferred supplier, all the while it will end up costing me more because the prices are higher than my preferred supplier. It is an absolute disgrace that anyone should have to wait more than a day to have an account set up. Quite frankly, when it is over and done with, I will never be using nPower again regardless of whether it is the cheapest or not. Just like I avoid other companies who would otherwise get my money were it not for absolutely shocking levels of customer service.

I ranted a bit here, but quite frankly, I have never experienced anything as poor as this in my life.

naedanger

szam_ wrote: »

But I've already provided this information over the phone... twice. How many times do I need to do this before someone will actually set up an account? Can I expect a letter in the post addressed to me saying I've ignored bills of which I cannot actually pay because I have no account number - I certainly seem to be getting the previous house owners long overdue bill, of which I have jump through numerous hoops before your debt collectors and threats of supply disconnection will stop.

It's now been three weeks, and still nothing from the "moving team". I don't care who you are, as someone who works in I.T., having a system where you cannot take and set up the customers account there and then is ridiculous, this is 2014, not the 80's or 90's. Ovo have managed it twice, on the spot, and they are tiny in comparison, so why can't a "big 6" company manage this?

And as someone who also used to work on an I.T. help desk, if no-one could take extensive details of a problem then no-one called back within 10 minutes to take them details, this was classed as a massive deal and a big problem. By my standards, which I class as GOOD customer service, it has taken you 3023 times longer than it should have done. Your staff can't be happy either, as I've been snapped at a couple of times while on the phone - things happen and I get that so I will be as understanding as possible and therefore I'm one of the last people to get annoyed when calling about something, but this is beyond a joke.

To me, it seems like deliberate stalling in order to get as much money out of me as possible rather than my preferred supplier, all the while it will end up costing me more because the prices are higher than my preferred supplier. It is an absolute disgrace that anyone should have to wait more than a day to have an account set up. Quite frankly, when it is over and done with, I will never be using nPower again regardless of whether it is the cheapest or not. Just like I avoid other companies who would otherwise get my money were it not for absolutely shocking levels of customer service.

I ranted a bit here, but quite frankly, I have never experienced anything as poor as this in my life.

I suggest you put your complaint in an email. You cannot take your complaint to the Ombudsman until npower have had eight weeks (which they will probably take) to sort it out. You should therefore aim to get the clock started sooner rather than later.

The Ombudsman will also take months. So it is possible you may have a long wait. You may regret not starting the official process asap. If npower do sort things out sooner you can just drop your complaint.