Nightmare switch to npower - now cancelled
I'm looking for a bit of advice and opinions from people on this. Me and my partner initiated a switch to npower for Gas and Elec in December 2016. The elec part of it set up fine, but the gas has never completed. It got to March 17 and things seemed to be moving. My previous supplier no longer supplies the gas and it states this in the online account (closing statement provided).
At this stage, a complaint had been raised as to why it was taking so long.
Nothing seemed to be happening and the 8 week period passed for the complaint. We raised it with the ombudsman. They came to a agreement and that was npower were to sort our supply within 28 days, give us a monetary goodwill gesture and if it couldn't be sorted then they would let us leave for both gas and elec without penalty.
28 days has come and gone and we have received a letter from npower saying it can't be completed. They have accordingly added a credit to our account which will cover the early termination charge.
Now, our predicament is that our previous supplier no longer supplies our gas as of march (we have a closing statement from them). The national database is showing that npower is our gas supplier but for whatever reasons they couldn't sort it out.
If we were to leave for another supplier, what happens to the gas we've used since March seeing that npower can't seem to sort whatever problem they had out? We know it's not going to disappear into the ether, but we also don't want to be hit with a bill in one go (as we're paying off our wedding next year next).
The biggest problem we've had with npower is that they haven't told us why it isn't working. We appreciate things go wrong and unexpected things happen - but if they'd explain what the cause of the issue is it might help us understand that npower aren't completely incompetent. In lieu of this explanation we're left thinking npower aren't fit to provide anyone's energy supply (which is what the ombudsman also took issue with).
If it helps, we've learnt that our gas supply is via an IGT and not the national grid - I'd be surprised if npower can't cope with this? Looks like we never will get our free Nest thermostat!
At this stage, a complaint had been raised as to why it was taking so long.
Nothing seemed to be happening and the 8 week period passed for the complaint. We raised it with the ombudsman. They came to a agreement and that was npower were to sort our supply within 28 days, give us a monetary goodwill gesture and if it couldn't be sorted then they would let us leave for both gas and elec without penalty.
28 days has come and gone and we have received a letter from npower saying it can't be completed. They have accordingly added a credit to our account which will cover the early termination charge.
Now, our predicament is that our previous supplier no longer supplies our gas as of march (we have a closing statement from them). The national database is showing that npower is our gas supplier but for whatever reasons they couldn't sort it out.
If we were to leave for another supplier, what happens to the gas we've used since March seeing that npower can't seem to sort whatever problem they had out? We know it's not going to disappear into the ether, but we also don't want to be hit with a bill in one go (as we're paying off our wedding next year next).
The biggest problem we've had with npower is that they haven't told us why it isn't working. We appreciate things go wrong and unexpected things happen - but if they'd explain what the cause of the issue is it might help us understand that npower aren't completely incompetent. In lieu of this explanation we're left thinking npower aren't fit to provide anyone's energy supply (which is what the ombudsman also took issue with).
If it helps, we've learnt that our gas supply is via an IGT and not the national grid - I'd be surprised if npower can't cope with this? Looks like we never will get our free Nest thermostat!
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Comments
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First thought was to change supplier - However with N'power already in a pickle it's likely to cause more problems than there are now.
You have had a Final Bill from your previous supplier, and the date and final meter reading on it are your Start Date & meter reading for N'power.
You know the costs of the N'power gas tariff, so with that start date and current meter reads, you can work out what you owe and put money away to cover it
Keep safe a record of all communications with N'power
This problem has already resulted in you not recieving any kind of bill for over 6 months, if it goes to 12 months you are entitled to claim 'Back-Billing' relief, (You don't have to pay for), on all gas supplied after that0 -
I'm looking for a bit of advice and opinions from people on this. Me and my partner initiated a switch to npower for Gas and Elec in December 2016. The elec part of it set up fine, but the gas has never completed. It got to March 17 and things seemed to be moving. My previous supplier no longer supplies the gas and it states this in the online account (closing statement provided).
At this stage, a complaint had been raised as to why it was taking so long.
Nothing seemed to be happening and the 8 week period passed for the complaint. We raised it with the ombudsman. They came to a agreement and that was npower were to sort our supply within 28 days, give us a monetary goodwill gesture and if it couldn't be sorted then they would let us leave for both gas and elec without penalty.
28 days has come and gone and we have received a letter from npower saying it can't be completed. They have accordingly added a credit to our account which will cover the early termination charge.
Now, our predicament is that our previous supplier no longer supplies our gas as of march (we have a closing statement from them). The national database is showing that npower is our gas supplier but for whatever reasons they couldn't sort it out.
If we were to leave for another supplier, what happens to the gas we've used since March seeing that npower can't seem to sort whatever problem they had out? We know it's not going to disappear into the ether, but we also don't want to be hit with a bill in one go (as we're paying off our wedding next year next).
The biggest problem we've had with npower is that they haven't told us why it isn't working. We appreciate things go wrong and unexpected things happen - but if they'd explain what the cause of the issue is it might help us understand that npower aren't completely incompetent. In lieu of this explanation we're left thinking npower aren't fit to provide anyone's energy supply (which is what the ombudsman also took issue with).
If it helps, we've learnt that our gas supply is via an IGT and not the national grid - I'd be surprised if npower can't cope with this? Looks like we never will get our free Nest thermostat!
No, no, no.
That is not the way the ombudsman should work. They should have given you a resolution that the supplier can definitely achieve. (not options for the supplier to wriggle out of)
Why would nPower not be able to take over your gas supply??? :huh:
Who is supplying your gas if the previous supplier is not??? :huh:
You'll have to pay that supplier for the gas you have used since the previous supplier no longer supplied you.
If, as is very likely, that is indeed nPower, presumably you chose that supplier as it was the cheapest option for you, and with energy prices generally rising, switching now (even with no exit penalty) will almost certainly mean you'll be paying more with a new supplier.
Go back to the ombudsman service and try and get this sorted out.
(It may be too late if you have accepted a unsatifactory proposed resolution by the ombudsman - but there is an ombudsman complaint procedure if that is the case)0 -
I'm looking for a bit of advice and opinions from people on this. Me and my partner initiated a switch to npower for Gas and Elec in December 2016. The elec part of it set up fine, but the gas has never completed. It got to March 17 and things seemed to be moving. My previous supplier no longer supplies the gas and it states this in the online account (closing statement provided).
At this stage, a complaint had been raised as to why it was taking so long.
Nothing seemed to be happening and the 8 week period passed for the complaint. We raised it with the ombudsman. They came to a agreement and that was npower were to sort our supply within 28 days, give us a monetary goodwill gesture and if it couldn't be sorted then they would let us leave for both gas and elec without penalty.
28 days has come and gone and we have received a letter from npower saying it can't be completed. They have accordingly added a credit to our account which will cover the early termination charge.
Now, our predicament is that our previous supplier no longer supplies our gas as of march (we have a closing statement from them). The national database is showing that npower is our gas supplier but for whatever reasons they couldn't sort it out.
If we were to leave for another supplier, what happens to the gas we've used since March seeing that npower can't seem to sort whatever problem they had out? We know it's not going to disappear into the ether, but we also don't want to be hit with a bill in one go (as we're paying off our wedding next year next).
The biggest problem we've had with npower is that they haven't told us why it isn't working. We appreciate things go wrong and unexpected things happen - but if they'd explain what the cause of the issue is it might help us understand that npower aren't completely incompetent. In lieu of this explanation we're left thinking npower aren't fit to provide anyone's energy supply (which is what the ombudsman also took issue with).
If it helps, we've learnt that our gas supply is via an IGT and not the national grid - I'd be surprised if npower can't cope with this? Looks like we never will get our free Nest thermostat!
Hi biohead,
Thanks for your message. Please contact us using the details on our profile page so we can help with your supply query.
Thanks
Jen
“Official Company Representative"
I am the official company representative of nPower. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
If we ask you to contact us, please do so using helpandsupport@npower.com - MSE Forum has temporarily allowed the display of our contact details in our signature due to a technical issue with our profile0 -
Thanks for the advice. I have messaged npower as requested above - unfortunately I have little faith in an outcome from them.
The "who's supplying our gas" question is the one we're most worried about as the outcome is a complete unknown. I've got all correspondence now saved together, combined with the current meter reading and an approximation of the cost of gas to this date.
Jokingly, me and my partner were talking about the 12 month limit at the start of this debacle - quite the joke it's actually getting far enough to consider that.
I'll head back to the ombudsman tomorrow and try to take some more steps with them.0 -
The National Data Base for gas meters is KING of the system, and if says that N'power are your supplier, then they are and no arguement.
Correction
I've noticed that on Post #2 I wrote that on back-billing you shouldn't pay for gas delivered after a late bill - It's actually gas delivered priorto a first bill that is issued12 months or later - The 12 months is calculated back from theissue date on that 1st bill0 -
Thanks for that little bit of extra info - it does all help.
Surprisingly enough, not a single response from npower after their post on here asking me to contact them - now there's a surprise.0 -
So there's still be not a single response from npower. Talk about non-existent Customer Service!
We've started a switch to another supplier and the Ombudsman is monitoring the progress.0 -
Well well well... here we are some months later and despite receiving this in writing:
This was sent to us via email by a nPower Social Media Specialist Advisor (name withheld) on 12 July 2017:I trust that this is inconvenient for you and may have led to stress and I am very sorry for this. As we have been unable to set up a gas account for you, when the switch away completes we will not bill you for any gas used for the period we have been responsible.
We have today received a bill for £300. As the wedding is now just 8 weeks away this is physically impossible to pay. Nice present from nPower for the newlyweds eh?! :mad:
Do any of you kind users have any words of wisdom?
Given the above evidence, do we have a strong case if this were to progress to court? From our previous dealings with nPower (being passed from pillar to post) we feel this would be the least stressful option (now THAT'S when a company should know how poor their CS is!).0 -
Well well well... here we are some months later and despite receiving this in writing:
This was sent to us via email by a nPower Social Media Specialist Advisor (name withheld) on 12 July 2017:
We have today received a bill for £300. As the wedding is now just 8 weeks away this is physically impossible to pay. Nice present from nPower for the newlyweds eh?! :mad:
Do any of you kind users have any words of wisdom?
Given the above evidence, do we have a strong case if this were to progress to court? From our previous dealings with nPower (being passed from pillar to post) we feel this would be the least stressful option (now THAT'S when a company should know how poor their CS is!).
Before you go to Court, you need to be sure of the outcome that you are looking for. If a supplier is billing you for gas then, despite what you think that you have been told, the supplier clearly thinks that it was your supplier for a given period of time. You are therefore entitled to a statement showing how the £300 due has been calculated.
If I were you, I would raise a further written complaint (not by social media) asking for a full breakdown of the amount due. Point out in your response that you were given an assurance by NPower CS that you would not be billed for any gas consumed, and that you request that the matter be investigated before any payment is taken.
All that said, the statement from CS doesn't stack up if your property was never on supply.0
This discussion has been closed.
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