something of a nightmare (NPower)

Name: cat44

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Product:	NPower
Date:	16/10/02 (1519 review reads)
Rating:

Advantages: none

Disadvantages: no custmer service, bullying behaviour, threatening letters

I moved into my new house in september 2000. The property had been empty for some time before moving in and the owner had allowed us access etc. so I was able to take meter readings and arrange for my electricity and gas to be supplied by TXU energi, (then eastern energy). The gas went through without a hitch, but because apparently the previous occupiers owed money, so there was a delay for the electricity. Eventually though the electricity was switched too. Soon after, in about October 2000 I started receiving bills from Npower, even though they didn't supply my electricity. I didn't worry to much at first, I just would phone them and they would tell me sorry, that they would correct the mistake and that I should just ignore the bills.

Instead of correcting their mistake though, they transferred me to them without my permission in August 2001. I immediatly called them, and my electricity provider (TXU). Npower said that they had no details of me on their system, although I had an account
number and had previously corresponded with them. TXU said that it was an erroneous transfer and that they would take my electricity supply back. This took 2 months as Npower did not respond to any of the formal requests that TXU made.
Even though Npower were yet again not my suppliers the bills still continued, along with threats to my credit, of disconnection, and of court action. Over the past two years not a week has gone by where I have not written, phoned or emailed them with no success. Npower said that I had a contract with them, and when I officially requested a copy of the contract in writing I heard nothing.

After numerous phone calls and emails, the response was always the same, that I should just keep writing in to request the contract and that there was nothing that they could do if the contracts department didn't respond. Finally, on the 4/10/02 at 7:50pm a manager in the contracts department called Lisa Smith phoned me and
said that
I could only have a copy of my contract if I sent them my passport or driving license as proof of my signature. I was quite short with her and told her that if they had a contract with me that I had a legal right to see it, and that I was under no obligation to send personal documents to a company that I had no dealings with. She told me that unless I sent it they would not send my contract. I asked if Npower would pay to have my passport sent to them recorded delivery and she said no. I said that I wouldn't send it, and she told me that I wouldn't be sent the contract.

After contacting energywatch and trading standards for advice I called the contracts department again, and told them that I had been advised that if they were peruing me for money that they believed I owed them on the basis of a contract I had signed then I was legally allowed to see a copy of this contract, and was under no obligation to send them my passport. After a lot of pushing I finally was told that Npower did not hold a contract with me, but that I still owed them money. I am unable to resolve this issue with them. Even my electricity company as phoned them, only for Npower to tell them that they have closed my account and that the problem is sorted. This is not the case. I feel that this company uses extremely dubious practices, and finds that the most efficiant way to deal with complaints and mistakes is to ignore them. For example, I have been waiting for a manager to call me back to discuss this further. I was told he would call me in 48hrs. When he didn't I called back and was told that they would escalate it to the manager again, but that it would take up to 48 hrs for a callback. When it didn't happen, you've guessed it, another 48 hours. It was first escalated to a manager on the 11th October 2001, over a year ago now.
In case anyone is thinking that I should have passed this over to energywatch, the governing body, I have a good reason
why I haven't.

I am also trying to obtain records of personal information held about me from Npower under the data protection act. As they have no consent from me to process my information, they are not legally allowed to process it but they do. This information will tell me. among other things of any references that they will have made to credit agencies. Npower told me that if I pass my complaint to energywatch that they will no longer have any dealings with me directly, even about this seperate issue. How is that for a little extra bullying?
All I can say is that if this is the way they treat people that they don't supply electricity to then I wouldn't like to be an actual customer of theirs with a problem.


Update- I have been told by Npower that my account is now closed and that I don't owe any money, but before you get excited, I have heard this a few times before. I asked for this to be put in writing and was told that I would receive the letter shortly. When I phoned them to ask why I hadn't received the letter yet I was told that there was no letter being sent, and If I wanted it in writing that they are no longer planning to sue me that I have to request it in writing. I have now done so but I want to say this very loudly:
NPOWER HAVE NOT RESPONDED TO A SINGLE PIECE OF CORRESPONDENCE THAT I HAVE SENT IN THE PAST 2 YEARS+.

Summary: