Npower - Britain's Brightest Energy Company

pebx99

Terrylw1 wrote: »

Hi Pebx,

Thats a right pain!

However, your old Supplier can only object to the transfer. It's the service in between, Transco, that would fail the registration if it were incorrect. So, thats a bit confusing. The MPRN is tied to the address so have you got a difficult address or live in flats in London/Glasgow where flat addresses are not the best in the postal format???

There are no problems with the address, which is straightforward. I asked my current supplier what the problem was, so did Energywatch on my behalf. They then gave the correct details to Npower, who proceeded to screw it up again. By the way, haven't heard much from them since I said I was going to move my electricity account. They problem is you never speak to the same person twice, and even though this is a dual fuel transfer, Npower have treated both transfers separately, so the fact that there is a problem has never been picked up and dealt with correctly. There are 2 MPRNs recorded on the Transco database for my address, even though there has only ever been one meter. But the average 5 year old would probably understand what is required.

pebx99

70ian wrote: »

the same thing happened to me when I tried to switch to Npower - gave them my MPRN at the point of application and another 3 or 4 times over the telephone. Complained via energywatch again after they failed to transfer my gas (due to lack of MPRN) and transfered by neighbour's electricity account instead of mine. This was despite the fact they had the correct meter point numbers for both gas and electricity (I checked before I applied to switch). I gave them another chance and yet again they sent me the form letter asking for my MPRN details. They are incompetent and their account management system is rubbish. I've since switched to another supplier.

Well, I hope I can do that; but I'm not confident that it will all go through okay.

pebx99

Mine was a new estate originally too, so it is possible that one MPRN was registered for the plot address, maybe. Even so, there can't be any excuse for this nonsense. Npower should be investigating what has gone wrong with the transfer and trying to sort it out.

pebx99

magyar wrote: »

Just a note on the dual-fuel discount: you should be able to ask them to backdate this to the date that you requested the transfer. Npower pay £80 on the anniversary of your switch, so they can change that to any date you want.

Alternatively, you should be able to go back to your previous supplier and ask them to pay you up until the date you actually switched.

Regarding the £30 to Moneysupermarket, you could try and get compensation for this, too, but in practice online deals are hard to get inforced.

Yes, I spoke to someone at Npower who agreed to back date the dual fuel discount to the anniversary of the electricity change over on 6.6.07, to make sure I was put on the SOL6 tariff I applied for originally; and who promised to monitor the gas transfer to make sure everything went ahead okay. I have noticed one of Npower's favourite tricks is, after a transfer has failed, to send you a new contract for their standard tariff! and not the one you applied for. Of course, you've guess it, even with this wonderful person monitoring the transfer like a hawk, they screwed it up again - and once more when I complained about that! I am completely wasting my time with this shower.

Scott_Byrom

Pebx99,

Sorry to hear about the problems you are having with Npower.

If you forward your details to my email address ([EMAIL="scott.byrom@moneysupermarket.com"]scott.byrom@moneysupermarket.com[/EMAIL]), I'll be happy to help.

I'll need your name, address and postcode and then hopefully we can atleast sort you out with your £30 cashback.

Kind regards,

Scott Byrom

pebx99

Having said that. I had no problem at all changing from British Gas to my current gas supplier around three years ago, so someone must know what they are doing.

Terrylw1

pebx99 wrote: »

There are no problems with the address, which is straightforward. I asked my current supplier what the problem was, so did Energywatch on my behalf. They then gave the correct details to Npower, who proceeded to screw it up again. By the way, haven't heard much from them since I said I was going to move my electricity account. They problem is you never speak to the same person twice, and even though this is a dual fuel transfer, Npower have treated both transfers separately, so the fact that there is a problem has never been picked up and dealt with correctly. There are 2 MPRNs recorded on the Transco database for my address, even though there has only ever been one meter. But the average 5 year old would probably understand what is required.

Sounds like you need to stop speaking to advisors and speak to managers then. They have seperate registrations teams for gas & elec like most companies that bought out companies tend to.

As far as having 2 MPRN's on a new build - this confusion is the fault of the original Supplier to the plots. By leaving erroneous MPAN's/MPRN's on the registration networks, they contribute to many problems in data quality and customer service. 1 needs disconnecting.

If your address is correct to the MPRN that you know is right and the meter serial number also matches, you shouldn't really have a problem.

My experience of Energywatch is that they just liaise and don't do too much investigation, more monitor the Suppliers response to see if it fits. Then they bang the problem back to the consumer, resolved or not.

If it's been investigated, why have Energywatch allowed the other MPRN to remain, hence they have contributed to it by not resolving it. If the Supplier of the other MPRN gets rid of it, they can only register one, hence problem solved.

pebx99

Terrylw1 wrote: »

If your address is correct to the MPRN that you know is right and the meter serial number also matches, you shouldn't really have a problem.

They have had this information confirmed in several emails, phone calls and complaints going back the the first time the transfer failed in June.

Your comments about Energywatch are spot on too. I wonder how often they actually resolve ANYTHING.

By the way, I have had an email from the Energy Supply Ombudsman this morning, telling me everything they can't do and very little about what they can do. It was a standard form letter asking me if I have followed the correct complaint procedures. So, I wont hold my breath.

Terrylw1

pebx99 wrote: »

Terrylw1 wrote: »

If your address is correct to the MPRN that you know is right and the meter serial number also matches, you shouldn't really have a problem.

They have had this information confirmed in several emails, phone calls and complaints going back the the first time the transfer failed in June.

Your comments about Energywatch are spot on too. I wonder how often they actually resolve ANYTHING.

By the way, I have had an email from the Energy Supply Ombudsman this morning, telling me everything they can't do and very little about what they can do. It was a standard form letter asking me if I have followed the correct complaint procedures. So, I wont hold my breath.

Its amazing isn't it, no problems and they still can't follow a very simple procedure thats been in place for years!!!

The only thing I could possible advise you is this, but you've probably done most of it:

- contact Transco and ask the following:
1 - on this address, what MPRN's have you got
2 - then check your meter number
3 - make sure the address is correct

If everything on the above is correct and you only have 1 MPRN, everythings ok and nothing should be causing this. If Transco state only 1 MPRN and it matches your current Suppliers 1 (on your bill) then they should have no trouble doing any of this!!!

On Energywatch, they are often less useful than just writing to a director. The best thing about Energywatch is that all the complaints reflect on the Supplier, so the more the better! Seen lots of occasions where Energywatch's intervention has actually made things more complicated or not even tried to address the actual issue itself!

pebx99

Hi,

Terrylw1 wrote: »

pebx99 wrote: »

The only thing I could possible advise you is this, but you've probably done most of it:

- contact Transco and ask the following:
1 - on this address, what MPRN's have you got
2 - then check your meter number
3 - make sure the address is correct

Well, I've checked with Transco a couple of times, and the problem appears to be that there are 2 MPRNs for this property. I don't know why, but I assume it should not happen. I would have thought Energywatch should have done something about it.

The thing is, when you tell Npower the correct MPRN and confirm it matches with the correct meter serial number, and energywatch do the same, and Npower promise to put it through correctly - they still screw it up!

Now, being a simple soul, I would of thought that, if it's not the one MPRN, then it must be the other one!

Anyway, there's more........

The last time they screwed it up, I contacted them and told them not to bother and that I wanted to cancel my contract application. So, of course they have completely ignored my wishes and tried again - with the wrong MPRN of course.

Their letter says that, if they don't hear from me, they will assume I want to cancel.

I hope this is one promise they might actually keep.

Any idea how I should go about getting the incorrect information removed from Transco's database, just in case it continues to cause problems now I am trying to transfer to someone else?