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  • FIRST POST
    • lloydyyy
    • By lloydyyy 17th Dec 17, 8:40 PM
    • 346Posts
    • 56Thanks
    lloydyyy
    npower - sheer incompetence
    • #1
    • 17th Dec 17, 8:40 PM
    npower - sheer incompetence 17th Dec 17 at 8:40 PM
    Having a bit of a nightmare with npower at the moment...

    September last year I had my meter safety inspection. A few months later, my npower account was thrown into cayos - I had two account numbers instead of one, my tariffs had disappeared, lost my bills, meter readings, etc. It turned out that the meter safety inspector had gone back to npower and told them I had changed to a PAYG meter which wasn't the case. It took npower a month and a half to find out what had happened and why. npower had to roll back months' worth of bills because I had been charged at the standard rate instead of my fixed rate. I was re-billed at the lowest rate and compensated for the hassle.

    Friday this week, I received a text from npower thanking me for telling them that I'm moving home. My first thought was, "Oh, here we go". I logged into my account to check what was going on and found out that my electric tariff had disappeared, my bills and meter readings have disappeared, and my credit amount has been grossly miscalculated. I complained to npower and they promised to look into the issue and get back to me. Less than 5 minutes after speaking to them on the phone, they called me back and said they had taken a look into my account in the background and the problem is more complicated than they thought, and they strongly suspect it's linked to the erroneous meter exchange update that happened earlier this year. I don't understand why it could be linked because my account and bills have been fine since then.

    They know they're in the sh*t this time. I just don't understand how they can be so incompetent.
    Last edited by lloydyyy; 17-12-2017 at 9:10 PM.
Page 2
    • Smodlet
    • By Smodlet 26th Feb 18, 1:38 PM
    • 3,628 Posts
    • 6,811 Thanks
    Smodlet
    If it was resolved in the first place, they would not need to "roll back" anything (undo it all and redo it correctly, doh!) would they? They really must think we are all as thick as they are!

    Well done for sticking with it, lloydyyy. I have found the only way to deal with energy/telecoms companies is to treat them as challenged children while ensuring they know there are boundaries I will not allow them to cross, such as shafting me.

    Hope I was of some use.
    What is this life if, sweet wordsmith, we have no time to take the pith?
    Every stew starts with the first onion.
    I took it upon myself to investigate a trifle; it had custard, jelly, soggy sponge things...
    • lloydyyy
    • By lloydyyy 26th Feb 18, 2:11 PM
    • 346 Posts
    • 56 Thanks
    lloydyyy
    If it was resolved in the first place, they would not need to "roll back" anything (undo it all and redo it correctly, doh!) would they? They really must think we are all as thick as they are!
    Originally posted by Smodlet
    Exactly. They had no choice but to admit it when I questioned their reasons to rollback to July 2016.

    Well done for sticking with it, lloydyyy. I have found the only way to deal with energy/telecoms companies is to treat them as challenged children while ensuring they know there are boundaries I will not allow them to cross, such as shafting me.

    Hope I was of some use.
    Originally posted by Smodlet
    I appreciate the confidence boost and your posts have definitely been useful. Luckily I've kept detailed notes of what happened the first time and this time, including call logs and e-mails - all have been sent to the EO. I can't wait to switch supplier and start again.
    • lloydyyy
    • By lloydyyy 26th Feb 18, 10:31 PM
    • 346 Posts
    • 56 Thanks
    lloydyyy
    There's been an update applied to my online account where I logged the complaint with the EO. I made a resolution proposal for npower to clear the 97.75 on the account as full and final resolution of the complaint. The EO's update is that this proposal is being issued. I'm not sure if I could've perhaps asked for more, but it's a step in the right direction at least.
    • Smodlet
    • By Smodlet 27th Feb 18, 8:55 AM
    • 3,628 Posts
    • 6,811 Thanks
    Smodlet
    I think asking for more would be taking the proverbial. Keeping things reasonable and civil stands one in good stead for the next complaint/compo, I find. Good result.
    What is this life if, sweet wordsmith, we have no time to take the pith?
    Every stew starts with the first onion.
    I took it upon myself to investigate a trifle; it had custard, jelly, soggy sponge things...
    • lloydyyy
    • By lloydyyy 27th Feb 18, 3:37 PM
    • 346 Posts
    • 56 Thanks
    lloydyyy
    Great news - I've won the case without any dispute from npower!

    The EO has reviewed the evidence and ruled in my favour. The proposed resolution is credit of 97.75 to clear the outstanding balance as a gesture of goodwill and a letter of apology. I'm really pleased with the outcome and that the whole issue is finally over for good. I can now switch to a cheaper supplier and start again.
    Last edited by lloydyyy; 27-02-2018 at 4:12 PM.
    • Smodlet
    • By Smodlet 1st Mar 18, 9:24 AM
    • 3,628 Posts
    • 6,811 Thanks
    Smodlet
    Well done, lloydyyy. You really need to be persistent with these companies. I think they rely on the fact most people just can't be bothered with their tsunamis of BS and give up. Give yourself a pat on the back.
    What is this life if, sweet wordsmith, we have no time to take the pith?
    Every stew starts with the first onion.
    I took it upon myself to investigate a trifle; it had custard, jelly, soggy sponge things...
    • lloydyyy
    • By lloydyyy 17th May 18, 9:00 AM
    • 346 Posts
    • 56 Thanks
    lloydyyy
    I can't believe it but it's happened again.

    My dual-fuel account has been messed up again - separate account number for electricity which is now apparently on a PAYG meter, someone else's payments and meter readings. It's a mess.

    Can I go straight back to the EO or do I need to log a new complaint with npower and reference the previous complaints? This is the final straw.

    Update: I spoke to the EO this morning and asked for their advice. They're classing this is as a failed remedy and failed investigation, so the case is being re-opened and it'll be escalated. I'll hear from the EO in a few days. In the meantime I'll contact npower to raise a complaint and refer to the most recent complaint which was escalated to the EO. Then when npower provides a reference number, I'll pass this along with my evidence to the EO.
    Last edited by lloydyyy; 17-05-2018 at 11:23 AM. Reason: Update
    • lloydyyy
    • By lloydyyy 25th May 18, 12:57 PM
    • 346 Posts
    • 56 Thanks
    lloydyyy
    Good news, I had an update from the EO this morning: "After consulting with an ombudsman it has been decided that your case will now progress to a full investigation. An investigation officer will be in touch in due course."
    • lloydyyy
    • By lloydyyy 19th Jun 18, 3:05 PM
    • 346 Posts
    • 56 Thanks
    lloydyyy
    The EO has ruled in my favour, again.

    The investigating officer said he is not satisfied the complaint has been dealt with correctly. npower took no further steps to resolve this issue, as he would have expected. There was a lack of ownership of my complaint, which resulted in me escalating the complaint to Ombudsman Services causing further delays and inconvenience.

    Following his investigation of my complaint, his decision requires npower to:
    • issue letter of apology for any inconvenience caused;
    • provide confirmation that npower have arranged for electricity metering details to be amended by local Meter Operator to show credit meter at site and not a prepayment meter;
    • provide confirmation that once MOPs (Meter Operators) have amended to show the credit meter msn 1368974 is still at site address and not removed then npower will arrange a revised bill for energy from 21 July 2016 onwards; and
    • provide an additional 50.00 goodwill to account.

    He mentioned that npower will arrange for a revised bill to be produced from 21st July 2016 onwards. As the matter was previously resolved, my account should've been correctly billed up until the point where the issue reoccurred on 17th June 2018.

    I was recently billed for period from 2nd February 2018 to 25th April 2018, with a debit which I cleared. A Direct Debit of 61 was taken on 8th May 2018, and another of 32 was taken on 6th June 2018. Therefore, my account should be 93 in credit. The issue in question reoccurred on 17th June 2018 - I asked if npower would be able to bill me from the date I was last billed (25th April 2018), rather than produce a new bill from 21st July 2016. The investigating officer said a new bill would be produced and I can raise any questions should I need to do so.

    As soon as a new bill has been produced, I'm switching supplier.
    • lloydyyy
    • By lloydyyy 6th Aug 18, 8:37 PM
    • 346 Posts
    • 56 Thanks
    lloydyyy
    The EO ruled in my favour again recently and awarded an additional 50 in compensation. I've had a revised bill from July 2016 to July 2018 which is correct. I asked to see a statement of account, and that seems to be in order as well. npower has updated my electricity meter details on the national database to the correct details. I asked npower why this issue reoccurred again, and their response was that the meter supplier had informed them of the incorrect details. Which is strange, because I hadn't had a meter inspection in the months before this issue reoccurred. Anyway, all seems to be well and I'm now looking to switch supplier.
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