Npower Executive Complaint and prepayment meter problems

SJI85

Hi everyone. I was wondering if anyone can provide some feedback on this, ideally someone with experience of npower. Apologies for the length, but it's quite involved. Thanks in advance.


In brief, I've been having problems with npower ever since becoming a customer in August 2014. Problems include incorrectly setting up my account (giving incorrect customer reference numbers), and, most importantly, difficulties with my prepayment meters. My gas meter did not reset, so was in over £500 of a previous tennats' debt, and my electricity meter details could not be found.


After several attempts at resolving these issues through customer services, with no success, and having attempts at initiating executive complaints totally ignored, I took my difficulties to their Facebook account in late October 2013. Only then was it discovered that the electricity meter details could not be obtained. Several attempts were made to contact MeterPlus, the Metering agents (also a part of RWE), but without success. The Npower agent therefore escalated it to an executive complaint in early November 2014.


Between November 2014 and February 2015 no progress was made. All I received was the occasional email saying "we're still trying to contact the Meter Operator". During this time I was still paying off the previous tennants' gas debt. Npower did not take control of the complaint and made no attempt to resolve the situation swiftly, as far as I can see, instead just passing blame onto Meterplus.


In February 2015 I contact Gareth Pickles' office, the Director for Customer Services. This led to the complaint being progressed to a senior case handler.


At first the senior case handler got more done, resetting the debt on the gas meter and re-imbursing me for the previous debt payments I had made. However, no progress was made with regard to getting the correct details for the Electricity meter as MeterPlus, the Meter Operator, were still not providing the relevant information.


Frustrated I contacted MeterPlus myself. With 24 hours I received a reply and a date was arranged for them to take the electricity meter details.


In March 2015 MeterPlus took the electricity details. However, there have been further technical problems which have resulted in further delays in setting up my account properly.


During this time I made it clear to Npower that I was unhappy being on prepayment meters, and struggled to top them up due to illness. I suggested that once these issues are resolved they exchange the meters free of charge (I was told by customer services, back in August, that credit meters can be installed and the £60 fee waived if the customer has a disability or health problem which means they find topping up a meter difficult). Initially they refused, suggesting that under their regulations I did not meet the criteria for this as, checking my records, they could see I've still been topping up the meters (it was not me who did this, but a friend or relative). I was told they would normally only exchange meters free of charge were someone unable to "physically get" to a shop. This suggests only those with physical health conditions qualify, and I find this to be discriminatory against people with mental health conditions. It remains I receive both care and mobility DLA (epilepsy, anxiety, depression, autism), and have relied on others to top up the meters. On occasions when this has not been possible I've needed to use emergency credit.


nPower then relented and agreed to exchange the meters for free as a "goodwill gesture".


It is now 9 months since I first informed Npower of these difficulties, and six months since the executive complaint and this is still not resolved.


What I would like feedback on, is that I am not pleased that during this time I've been on expensive prepayment meters. As a vulnerable customer, with several health conditions, and a low income, I feel that Npower should have exchanged the meters not as a goodwill gesture, but because their own policy IS to exchange meters free of charge to people with disabilities. Not only this, but I feel I ought to be given "compensation" for having been on expensive prepayment meters instead of a cheaper tarrif with direct debit discount. The only reason why I have been unable to exchange meters until now is because of the difficulties I've experienced - none of which are my fault.


Am I therefore being unreasonable in expecting the fact that I've been forced to remain on a more expensive tariff, only because of failures in npower's customer service, and MeterPlus' (not to mention "technical errors"), to be addressed through a "goodwill payment". Is nPower's offer of exchanging the meters free of charge -something I feel they should have done anyway - enough?

naedanger

SJI85 wrote: »

Hi everyone. I was wondering if anyone can provide some feedback on this, ideally someone with experience of npower. Apologies for the length, but it's quite involved. Thanks in advance.


In brief, I've been having problems with npower ever since becoming a customer in August 2014. Problems include incorrectly setting up my account (giving incorrect customer reference numbers), and, most importantly, difficulties with my prepayment meters. My gas meter did not reset, so was in over £500 of a previous tennats' debt, and my electricity meter details could not be found.


After several attempts at resolving these issues through customer services, with no success, and having attempts at initiating executive complaints totally ignored, I took my difficulties to their Facebook account in late October 2013. Only then was it discovered that the electricity meter details could not be obtained. Several attempts were made to contact MeterPlus, the Metering agents (also a part of RWE), but without success. The Npower agent therefore escalated it to an executive complaint in early November 2014.


Between November 2014 and February 2015 no progress was made. All I received was the occasional email saying "we're still trying to contact the Meter Operator". During this time I was still paying off the previous tennants' gas debt. Npower did not take control of the complaint and made no attempt to resolve the situation swiftly, as far as I can see, instead just passing blame onto Meterplus.


In February 2015 I contact Gareth Pickles' office, the Director for Customer Services. This led to the complaint being progressed to a senior case handler.


At first the senior case handler got more done, resetting the debt on the gas meter and re-imbursing me for the previous debt payments I had made. However, no progress was made with regard to getting the correct details for the Electricity meter as MeterPlus, the Meter Operator, were still not providing the relevant information.


Frustrated I contacted MeterPlus myself. With 24 hours I received a reply and a date was arranged for them to take the electricity meter details.


In March 2015 MeterPlus took the electricity details. However, there have been further technical problems which have resulted in further delays in setting up my account properly.


During this time I made it clear to Npower that I was unhappy being on prepayment meters, and struggled to top them up due to illness. I suggested that once these issues are resolved they exchange the meters free of charge (I was told by customer services, back in August, that credit meters can be installed and the £60 fee waived if the customer has a disability or health problem which means they find topping up a meter difficult). Initially they refused, suggesting that under their regulations I did not meet the criteria for this as, checking my records, they could see I've still been topping up the meters (it was not me who did this, but a friend or relative). I was told they would normally only exchange meters free of charge were someone unable to "physically get" to a shop. This suggests only those with physical health conditions qualify, and I find this to be discriminatory against people with mental health conditions. It remains I receive both care and mobility DLA (epilepsy, anxiety, depression, autism), and have relied on others to top up the meters. On occasions when this has not been possible I've needed to use emergency credit.


nPower then relented and agreed to exchange the meters for free as a "goodwill gesture".


It is now 9 months since I first informed Npower of these difficulties, and six months since the executive complaint and this is still not resolved.


What I would like feedback on, is that I am not pleased that during this time I've been on expensive prepayment meters. As a vulnerable customer, with several health conditions, and a low income, I feel that Npower should have exchanged the meters not as a goodwill gesture, but because their own policy IS to exchange meters free of charge to people with disabilities. Not only this, but I feel I ought to be given "compensation" for having been on expensive prepayment meters instead of a cheaper tarrif with direct debit discount. The only reason why I have been unable to exchange meters until now is because of the difficulties I've experienced - none of which are my fault.


Am I therefore being unreasonable in expecting the fact that I've been forced to remain on a more expensive tariff, only because of failures in npower's customer service, and MeterPlus' (not to mention "technical errors"), to be addressed through a "goodwill payment". Is nPower's offer of exchanging the meters free of charge -something I feel they should have done anyway - enough?

Based on what you have said you are, in my view, right to expect npower to refund the excess costs you have paid because of delays caused by their failures.

Normally the cheapest (but very slow) way of complaining is via their own complaints process, which includes the option of ultimately taking your complaint to an Ombudsman, who is independent of npower. However you may have a problem as there are timescales for bringing such a complaint.

Therefore can you answer the following:
1) When did you first complain, or express clear dissatisfaction, to npower?
2) Did they tell you about their complaint process at that time?
3) Did they tell you in their complaints process about the time limits for taking your case to the Ombudsman?
4) Have they refunded any payments you made to cover the previous tenant's debt? (And if not do you have any connection to that tenant, in particular were you ever sharing the same tenancy at the same time.)
5) Have you evidence of the existing correspondence e.g. copies of emails, or notes made at the time?

footyguy

I too have some sympathy with you complaint.

However, a supplier is not obligated to provide you credit (in the form of a credit meter). I do note they eventually agreed to do so.

Normally, you can expect to pay the charge you agreed in accordance with the tariff you accepted which must suit your metering.

Moreover, if you had followed the nPower complaint procedure, you would have seen that after 2 months of failing to resolve your compliant, you could have sought the assistance of the ombudsman. By your actions you failed to mitigate the losses you are now complaining about.

But I do think you may well be awarded some form of compensation. At most, it would be the cost you are claiming over the difference in tariffs available at that time, plus possibly a small additional payment (typically £50)

But this may be lowered due to the reservations I mention above.


In regards to any suggested payment of another person's debts, if you registered your account with the supplier, then I don't see this being any issue. You will not be expected to pay anyone' else;s debts, and your energy account will show this. Any excess you may have paid will be reflected on the account held.

SJI85

Thanks,

I suspect that a supplier is obligated to provide a credit meter, if a prepayment meter is too impractical, particularly for someone with a disability. Otherwise the customer, who is already vulnerable, is at an even greater disadvantage. Though I'm not a lawyer I'd be surprised if the Equality Act didn't protect the customer here. Namely that Npower, or any energy provider, have an obligation to provide a reasonable adjustment - exchanging the meters and waiving the usual fee is a reasonable adjustment in my eyes.

I realise that I could, and should, have involved the Ombudsman at the eight week mark. I prepared my case to the Ombudsman, and sent the information to them, but did not sign the statement they prepared.

This was at the point that the case has been progressed to a senior case handler, and it seemed that progress was being made. My conditions significantly worsened (namely depression and anxiety) and I had no one to act on my behalf at this time. It is something I regret, but I've been trying to deal with this as well as I can do considering I live alone and have little in the way of support.

I have been told by Npower that they are unwilling to offer me "compensation", as according to my contract with them I cannot charge them for "administration" such as phone calls, letters, and time taken to resolve things. I will only receive a "good will payment". I'll be surprised if this goodwill payment is as high as £50. In their eyes it seems a small goodwill gesture, and exchange of meters, is enough of a goodwill gesture.

Sorry, I was not suggesting that I am liable for another person's debt. The prepayment meter was eventually, and I stress eventually, reset in February and I've been reimbursed for the debt I did pay off - this is no longer an issue. I realise I wouldn't be liable for another person's debt. That said, my account was not even in my name, despite repeated requests made to Npower.

SJI85

naedanger wrote: »

Based on what you have said you are, in my view, right to expect npower to refund the excess costs you have paid because of delays caused by their failures.

Normally the cheapest (but very slow) way of complaining is via their own complaints process, which includes the option of ultimately taking your complaint to an Ombudsman, who is independent of npower. However you may have a problem as there are timescales for bringing such a complaint.

Therefore can you answer the following:

1) When did you first complain, or express clear dissatisfaction, to npower?

Short answer is October of 2014. That is when I clearly expressed my dissatisfaction. But I had contact with them previous to this due to the debt, and their poor handling of my account, back to becoming a customer in August 2014.

Npower had set up my first account incorrectly (customer reference number was one digit too short) and, after I told them of the debt issue, I was told I needed to send them my tennancy agreement, meter readings (they had been given these, but the agent hadn't recorded them properly) and other documents for them to set up a new account correctly. However, they did not create the new account in my name (only "The Occupier") and I was given no guidance on what to do about the meter being in debt, despite Judith Taylor's reply to my letter making specific reference to it ("I apologise that your meter is in debt"). I therefore wrote to them twice, and sent at least one email, requesting an executive complaint. However, these letters and emails were totally ignored. I received no response whatsoever.

I then contacted them via Facebook in October. This was my first opportunity to have a clear conversation with them and express my dissatisfaction.

2) Did they tell you about their complaint process at that time?

Their complaint process was mentioned during my Facebook coversation, where the member of staff could not get a reply from the Metering Agents, so escalated the matter into an Executive Complaint for me.

3) Did they tell you in their complaints process about the time limits for taking your case to the Ombudsman?

I received the eight week notification letter, I think, informing me that I am now able to take it to an Ombudsman. I can't remember hearing about an actual time limit, however.

4) Have they refunded any payments you made to cover the previous tenant's debt? (And if not do you have any connection to that tenant, in particular were you ever sharing the same tenancy at the same time.)

They eventually cleared the debt in February of this year
, when the complaint was escalated to a senior case handler. I've received no explanation as to why they did not clear the debt, and reimburse me for previous payments, before this point. Not even in the initial executive complaint stage, when it was dealt with by a less senior case handler.

5) Have you evidence of the existing correspondence e.g. copies of emails, or notes made at the time?

I have copies of emails I have sent them - but not one of them was replied to.

I have copies of most, if not all, letters I have sent.

I have a copy of the Facebook coversation I had in October - November - where it was discovered that they couldn't find me meter details and needed to contact MeterPlus, and then escalated it to an Executive Complaint.

naedanger

SJI85 wrote: »

Short answer is October of 2014. That is when I clearly expressed my dissatisfaction. But I had contact with them previous to this due to the debt, and their poor handling of my account, back to becoming a customer in August 2014.

Npower had set up my first account incorrectly (customer reference number was one digit too short) and, after I told them of the debt issue, I was told I needed to send them my tennancy agreement, meter readings (they had been given these, but the agent hadn't recorded them properly) and other documents for them to set up a new account correctly. However, they did not create the new account in my name (only "The Occupier") and I was given no guidance on what to do about the meter being in debt, despite Judith Taylor's reply to my letter making specific reference to it ("I apologise that your meter is in debt"). I therefore wrote to them twice, and sent at least one email, requesting an executive complaint. However, these letters and emails were totally ignored. I received no response whatsoever.

I then contacted them via Facebook in October. This was my first opportunity to have a clear conversation with them and express my dissatisfaction.



Their complaint process was mentioned during my Facebook coversation, where the member of staff could not get a reply from the Metering Agents, so escalated the matter into an Executive Complaint for me.



I received the eight week notification letter, I think, informing me that I am now able to take it to an Ombudsman. I can't remember hearing about an actual time limit, however.



They eventually cleared the debt in February of this year
, when the complaint was escalated to a senior case handler. I've received no explanation as to why they did not clear the debt, and reimburse me for previous payments, before this point. Not even in the initial executive complaint stage, when it was dealt with by a less senior case handler.



I have copies of emails I have sent them - but not one of them was replied to.

I have copies of most, if not all, letters I have sent.

I have a copy of the Facebook coversation I had in October - November - where it was discovered that they couldn't find me meter details and needed to contact MeterPlus, and then escalated it to an Executive Complaint.

You have nine months from when you first complained to your supplier (and six months from receiving a deadlock letter) to take your case to the Ombudsman. I think you are therefore still within the time limit to complain to the Ombudsman

Therefore I suggest you do so. Details are here:

http://www.ombudsman-services.org/energy.html

As you have already received a deadlock letter the Ombudsman should consider your case.

Put forward as clearly as you can all of npower's failures and all the problems they created. Then state what you want npower to do to resolve the matter e.g. refund the extra charges arising from their delay in switching you to the cheaper tariff, plus pay £x compensation for the inconvenience caused etc.

Try and keep your case as concise as possible e.g. with a summary of the main elements of your complaint followed by a detailed appendix with the full chronology including copies of your emails etc. The easier you can make it for the Ombudsman to see your view of the case the better.

Claim for what you believe is reasonable. The Ombudsman may not agree with everything but your view will only be heard if you make your case.

Do not delay going to the Ombudsman. (There is an npower rep who posts here. If they offer to help do not let this delay your complaint to the Ombudsman. By all means take the rep up on any offer but in parallel to your complaint to the Ombudsman.)

chanz4

Just to put some context on the pre-payment term, their isn't any right to credit and even the ombudsman can not force or suggest payment terms as this is classed as a commercial decision.

naedanger

chanz4 wrote: »

Just to put some context on the pre-payment term, their isn't any right to credit and even the ombudsman can not force or suggest payment terms as this is classed as a commercial decision.

Npower did offer to change the customer to a credit meter free of charge. So at the very least the customer is entitled to compensation for any losses they suffered as a result of any unreasonable delay in implementing this offer.

The customer is also entitled to compensation for any losses arising from any other failures by npower e.g. failures in its complaint handling process etc.

SJI85

Thanks for your help. I've made a new case with the Ombudsman again. I was wondering if I can provide further information to the Ombudsman (a fuller explanation of the problems, including some correspondence), as I felt the 10000 character summary provided online was insufficient? I realise the Ombudsman will contact me if they require more information.

chanz4

If this has already been to the ombudsman once, what was the outcome?

naedanger

SJI85 wrote: »

Thanks for your help. I've made a new case with the Ombudsman again. I was wondering if I can provide further information to the Ombudsman (a fuller explanation of the problems, including some correspondence), as I felt the 10000 character summary provided online was insufficient? I realise the Ombudsman will contact me if they require more information.

The Ombudsman will not look at the same issue twice. (In other words if they gave a final decision they will not look at the case again. If you have problems getting the final decision implemented then you can ask the Ombudsman to help with that.) So your new case needs to be completely separate from the previous one.

If the character summary is not sufficient then refer to another document (e.g for further details see file "[name of more detailed document])".

I would advise that you give a high level summary, which is reasonable brief, that explains the fundamental problem, with the detailed documentation and copies of correspondence in a separate appendix. A long case, without a good summary, will be harder for the Ombudsman to understand and so you are less likely to get your points across effectively if your description is too long.