npower HELP! what do i do now?

MrsBish

Hope someone can help. It’s a bit lengthy, have tried to keep it succinct!

Moved to new property with Economy 7 (E7) Aug 2013. Needed to come off E7, as not suitable for our family.
Shopped around for gas & elec provider, settled on npower. Asked them (before I entered into a contact) if they could move us off E7. Was told 'yes, of course’ and that they'd get the meter changed for us, no problem.
2/10/13 signed up with npower
5/11/13 asked to be moved from E7 to single rate meter, was told this would be actioned. Asked for meter to be changed from E7 to single rate and was told that it wasn't necessary as I can just add the two readings up to give full meter reading.
28/7/14 after recent bill, noticed that we were still on E7 tariff and being charged different day and night rates. Requested again that we were moved from E7 to single rate and that the bill was backdated to cover the period we have been charged E7 rates.
20/8/14 Called to check if we had been moved from E7 to single rate, was told no and that this will be actioned.
21/4/15 Noticed that the E7 meter had failed, had a blank screen with no reading. Called to request meter is replaced with single rate meter. Was then told that I can't come off E7 unless all storage heaters were removed from the property and this was why the account was still showing as being E7. This is the first time I was told this. Explained that there was one storage heater in a spare room and it was only used maybe twice a year and we would think about removing the heater. Engineer was booked for 12/5 to replace meter.
25/4/15 We removed the storage heater from the property as I needed to do everything possible to get off the E7 tariff.
28/4/15 Called to advise that the storage heater had now been removed and could our faulty E7 meter now be replaced with single rate meter. This request was noted on their system.
12/5/15 Faulty E7 meter was replaced with single rate meter.
12/5/15 Called npower to find out when the account would be updated with the new meter. Was told this would take up to 30 days.
17/7/15 Called npower to find out if the new meter had been updated on the system and was this time told that it could take up to 90 days.
7/10/15 Called to see if the new meter had been updated on their system. Was told it had not. Asked how to escalate this. Was given number for complaints.
8/10/15 Raised a formal complaint with npower, giving them detail of the original outstanding request to come off E7 and the other problems with new single rate meter not being updated on their system.
3/11/15 Called to chase complaint. Was advised that it was with 'metering' and due to be reviewed on 9/11/15
20/11/15 Called to chase complaint. Told that their system still shows as having a E7 rate meter at property. Was told that an engineer would need to visit to confirm if it was a single rate meter which had been installed. Someone would be in contact to arrange this.
Received a letter to say the complaint had been resolved and closed
29/12/15 Called to request complaint is reopened as it is not resolved. No one had been in contact regarding a site visit. Asked how I could get a copy of all calls since account was opened as want to pass complaint onto Ombudsmen. Told again that someone would be in contact regarding a site visit.
18/1/16 Returned a missed call from npower (rec’d on 16/1). They wanted to know if I had a single rate meter and what the reading was. Was told that no site visit was required and that their system would be updated and the complaint resolved
5/2/16 returned missed call from npower (rec’d 28/1). Advised that an engineer DID need to come to site to check if the meter installed was E7 or single rate. Visit booked for 22/2
22/2/16 Meter check completed and was told that the information would be available to npower same day.
6/4/16 called npower for an update, having left it 30 days so that their system would be updated. Was told that it was not resolved. They have requested a ‘hand off’ so the metering department would update the system with the details of the site visit. This will take up to 30 days.
For the first two years of my relationship with npower I have always believed what I have been told and felt that they would do what they said each time they would do. This is the reason I didn’t raise it as a formal complaint until October 2015. In January 2016 I requested a copy of all calls, so that I could forward the complaint onto the ombudsmen. When I contacted the Ombudsmen they said that as the issue was more than six months old, then they were not going to look at it. Is this true? Surely lots of issues go on for more than 6 months?
Please help, what do we do next?
I need the meter updated on their system. The single rate tariff I signed up for (NOT E7) back dated to when we joined. Although they have continued to take the DD payment, they haven’t deducted any electricity costs from the account since the meter was replaced. I would have just left them, but I think that they owe me money and it would less likely be resolved if I was no longer a customer.
What would you do? I have not come across such drawn out problems with a supplier of any type before.

CashStrapped

I read through your post......quickly.

At any point have you raised a formal complaint?

Write a letter, titled formal complaint. Briefly describe the current issue (don't go into history) and how you want it resolved or you will take it to the ombudsman.
As this is a new formal complaint. If they do not deal with it in the allotted time you should be able to escalate it to the ombudsman.

Look at the complaints process (I think there is one on the site somewhere) or use the forum search function.

If the ombudsman thinks you have raised a formal complaint 6 months ago then as you say, they may not deal with it. However, I do not think you have raised a formal complaint. Or not in a way that enables the ombudsmen to act.

So... just raise a new complaint like I said.

Even better, fine out who the head of customer services is or other such head of department and address it to them, personally.

dogshome

As you have found, n'powers entire system is in a total mess since a botched software upgrade, and other posts show they can take a very long time to sort out an error.

With nothing in writing, the promised matter of charging 'Standard' meter rates for consumption recorded an ECO7 will be a little difficult to prove, but stand your ground
So far as billing since the meter exchange is concerned, your Ace-in-the Hole is the card that the change crew left behind showing the readings on the old meter as it was removed, and that on the new meter as it was installed.
( If it wasn't handed to you, these cards are usually left tucked inside the meter cubourd )

Wolf3

8/10/15 Raised a formal complaint with npower, giving them detail of the original outstanding request to come off E7 and the other problems with new single rate meter

Formal complaint has been raised with NPower which was subsequently closed. As OP has stated they re-opened the complaint on 29/12/15, this is the date you need to advise the ombudsman of, if the complaint is still open, not the date of your initial request to change to the single rate tariff.

TBH, the ombudsman probably wont due much more than give NPower a kick up the backside to get the meter details updated, so you can get the billing sorted out. When was the last time you had a bill with electricity charges on it?? Even if the charges were on the wrong E7 tariff. If this is over 12 months ago, they will possibly have to write it off under the back billing code.

nPower

MrsBish wrote: »

Hope someone can help. It’s a bit lengthy, have tried to keep it succinct!

Moved to new property with Economy 7 (E7) Aug 2013. Needed to come off E7, as not suitable for our family.
Shopped around for gas & elec provider, settled on npower. Asked them (before I entered into a contact) if they could move us off E7. Was told 'yes, of course’ and that they'd get the meter changed for us, no problem.
2/10/13 signed up with npower
5/11/13 asked to be moved from E7 to single rate meter, was told this would be actioned. Asked for meter to be changed from E7 to single rate and was told that it wasn't necessary as I can just add the two readings up to give full meter reading.
28/7/14 after recent bill, noticed that we were still on E7 tariff and being charged different day and night rates. Requested again that we were moved from E7 to single rate and that the bill was backdated to cover the period we have been charged E7 rates.
20/8/14 Called to check if we had been moved from E7 to single rate, was told no and that this will be actioned.
21/4/15 Noticed that the E7 meter had failed, had a blank screen with no reading. Called to request meter is replaced with single rate meter. Was then told that I can't come off E7 unless all storage heaters were removed from the property and this was why the account was still showing as being E7. This is the first time I was told this. Explained that there was one storage heater in a spare room and it was only used maybe twice a year and we would think about removing the heater. Engineer was booked for 12/5 to replace meter.
25/4/15 We removed the storage heater from the property as I needed to do everything possible to get off the E7 tariff.
28/4/15 Called to advise that the storage heater had now been removed and could our faulty E7 meter now be replaced with single rate meter. This request was noted on their system.
12/5/15 Faulty E7 meter was replaced with single rate meter.
12/5/15 Called npower to find out when the account would be updated with the new meter. Was told this would take up to 30 days.
17/7/15 Called npower to find out if the new meter had been updated on the system and was this time told that it could take up to 90 days.
7/10/15 Called to see if the new meter had been updated on their system. Was told it had not. Asked how to escalate this. Was given number for complaints.
8/10/15 Raised a formal complaint with npower, giving them detail of the original outstanding request to come off E7 and the other problems with new single rate meter not being updated on their system.
3/11/15 Called to chase complaint. Was advised that it was with 'metering' and due to be reviewed on 9/11/15
20/11/15 Called to chase complaint. Told that their system still shows as having a E7 rate meter at property. Was told that an engineer would need to visit to confirm if it was a single rate meter which had been installed. Someone would be in contact to arrange this.
Received a letter to say the complaint had been resolved and closed
29/12/15 Called to request complaint is reopened as it is not resolved. No one had been in contact regarding a site visit. Asked how I could get a copy of all calls since account was opened as want to pass complaint onto Ombudsmen. Told again that someone would be in contact regarding a site visit.
18/1/16 Returned a missed call from npower (rec’d on 16/1). They wanted to know if I had a single rate meter and what the reading was. Was told that no site visit was required and that their system would be updated and the complaint resolved
5/2/16 returned missed call from npower (rec’d 28/1). Advised that an engineer DID need to come to site to check if the meter installed was E7 or single rate. Visit booked for 22/2
22/2/16 Meter check completed and was told that the information would be available to npower same day.
6/4/16 called npower for an update, having left it 30 days so that their system would be updated. Was told that it was not resolved. They have requested a ‘hand off’ so the metering department would update the system with the details of the site visit. This will take up to 30 days.
For the first two years of my relationship with npower I have always believed what I have been told and felt that they would do what they said each time they would do. This is the reason I didn’t raise it as a formal complaint until October 2015. In January 2016 I requested a copy of all calls, so that I could forward the complaint onto the ombudsmen. When I contacted the Ombudsmen they said that as the issue was more than six months old, then they were not going to look at it. Is this true? Surely lots of issues go on for more than 6 months?
Please help, what do we do next?
I need the meter updated on their system. The single rate tariff I signed up for (NOT E7) back dated to when we joined. Although they have continued to take the DD payment, they haven’t deducted any electricity costs from the account since the meter was replaced. I would have just left them, but I think that they owe me money and it would less likely be resolved if I was no longer a customer.
What would you do? I have not come across such drawn out problems with a supplier of any type before.

Hi MrsBish

Thanks for getting in touch.

I'm disappointed to learn you've had so many issues getting your meter replaced. If you can please get in touch using the details on our profile page and provide your account details, I'll be more than happy to investigate what the issues have been, and make sure your meter is replaced correctly. If you can mark any correspondence as MSE in the subject header, this will help me refer back to the conversation.

Kind regards

Jess