9 Months to accept a cancellation (NPower)

Member Name: REALTRAVELLER

Product:	NPower
Date:	25/10/09 (123 review reads)
Rating:

Advantages: None

Disadvantages: Nightmare

This is the first time I write a review which really should be saying only STAY AWAY FROM THESE PEOPLE.

This is the story.

I have been living with my boyfriend for 3 years already, but at the same time I kept the lease for a house in London I was subletting. The landlord is a friend of mine and one of the tenants is also a friend of mine. I have never bothered to find out who provides the cheapest gas, but last year, I decided to change the way I charge rent to the tenants. Previously I was charging an all inclusive rent, but due to some stupid tenants who left the heating on all day, I decided that they would pay their own bills.

I sent a resiliation letter to Npower and at the same time the tenant who was my friend found out that another gas provider was cheaper. She therefore decided to sign with the new provider.

After 3 weeks, not having received the final bill in my name, I called Npower from work. It took me 20 minutes and 3 people before I could get though the cancellation department. They told me they did not have my cancellation. I asked if I could email it, they said I can liase with them by email, but the cancellation had to be sent by fax. I did so.

After 2 more weeks, the bill came in my name. At the same time, a letter from the new supplier was informing my friend that the previous supplier had denied the change of ownership of the gas supply, because there was an unpaid bill (presumably mine)

I called Npower again. This time I spent nearly 1 hour before finding out that my cancellation letter had been received, but not processed yet, and this is why the bill in my nam ehad been issued, but after asking to talk to a supervisor, I was advised that the cancellation would take place.

After an extra 2 weeks, we got a letter in my name saying that Npower was sorry I was leaving, bla bla, and after a week the final bill arrived.

I only picked up that bill after 2 more weeks since I was abroad, and settled it.

At this point, and nearly 4 months after sending the first letter of cancellation, I thought that my colleague could move to the new supplier.

She contacted the new supplier and at the same time Npower was sending a leter to "the new occupier" welcoming them as NPower clients.

My friend ignored this.

After 2-3 weeks the new supplier confirmed they did not get the authorization of Npower to move the contract. I personally called NPower pretending to be my friend (it makes me laugh how in UK we have all these privacy laws, and if I say I am a friend of Tanya, they cannot give me info, but if I say I am Tanya, they gave me all the info)

NPower told us that Tanya (my friend) had to pay one bill in her name and then the account could be moved over. Or, at least, have the account in her own name, because Npower had to charge for the period which was under "the new occupier" and raise a bill in the name of a person. We gave Tanya's details and waited.

After one month, since the bill had not arrived, we called again and they told us that a bill would be issued soon.

After 2-3 extra weeks, nothing. We called again threatening to take them to the watchdog and asking to speak to a supervisor. Finally they promised to raise the bill.

This was finally done, probably 3 months if not 4 after they had confirmed my cacellation. It was not 7-8 months after my first letter of cancellation!!

My friend paid the bill.

She then contacted the new supplier and after 1 month, finally she was with them.

It took 8-9 months from the day I had sent my first letter of cancellation.

Apparently this is not only Npower, but in my experience they proved to be deliberately tryin to keep the account on their book as long as they could.

I hope they are reading this!

Summary: Awful