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NPower disaster.
A long story but with big problems.
I am an accountant and financial advisor for self-employed persons (preferable not speaking English)
One of my clients who also lives in the same street asked me for advice last month.
They received a letter from NPower that they are in arrears for almost £1500.
And they were threatening to install a prepayment meter.
I explained them the options they had and they decided that a prepayment meter
is probably the best.
So on 13 may they installed the meter and added £10 credit on the meter.
And she was told the card would be sent out that week.
After 2 weeks I called NPower to send a card again because it did not arrive.
After a total of 3 weeks I called again but told them they don't want to wait again for a card that will not arrive.
So they got a code to can pick up a card at a local shop.
There they told them that the code was only for British gas.
No problem they got send to another shop, (liquor shop) to can go with the kids.
But there the shopkeeper told her that he only have Eon cards and send her away.
Called again,
NPower said: but you can use the Eon cards as well.
Eon confirmed this. (still strange to me)
Again back to the shop, me to to can help with translating.
Okay shopkeeper tries and RTI number declined. (shopkeeper laughing "told you so!!")
Again on the phone, NPower claimed that the system was down, so received another number.
Tried that one at a total of 6!!! shops.
You can guess: all declined. (all shops were given by NPower through Twitter)
Again on the phone, asked for special delivery what they refused.
So than on the phone with CAB and Ofgem.
They advised me to call National Grid!?! to tell them that she have 3 children in the house
and to ask them to make sure that the gas is working. (I'm recording all calls)
So I called and they came out in half an hour, with the most angry guy to could find.
After I told him that he have to make sure they have gas, he did put on £5 emergency credit.
I told him, if it is this easy I will call him again after the credit is finished.
Funny for me, but he did not like it. (but this resolved the problem!!!)
When I knew that National Grid would be very angry with that, I started to play it out with them.
After almost 4 weeks I can do this, no?
Well it went very quick after this, NPower called me (instead of client, wait this is funny)
NPower asked my client over the phone if they could talk to me about this case.
But my clients English is just Yes or No, but he has no idea what they are saying.
And at the moment they said they called him, he was sitting next to me)
Than also CAB and Ofgem called me.
But the call from CAB is what is important, they told me that they talked with NPower and
that there is not any kind of problem and that my clients did not went to any shop!!
I asked this person also directly for who he is working, because I'm not sure now if he
is from NPower and said he is from CAB or that he is from CAB but gets his money from NPower I anyway disconnected the call because he was calling on my mobile which I'm not recording.
He did not want to call back on the office phone. (?)
Anyway, I called and Twittered NPower again and told them to don't worry about the card anymore,
as National Grid will give them emergency credit again.
That took just half an hour, they were calling again.
Offered £75,- (what my clients accepted) I know they can get more if they want, but they just want gas.
And the card can be delivered by special delivery.
Was that now so hard?
I am an accountant and financial advisor for self-employed persons (preferable not speaking English)
One of my clients who also lives in the same street asked me for advice last month.
They received a letter from NPower that they are in arrears for almost £1500.
And they were threatening to install a prepayment meter.
I explained them the options they had and they decided that a prepayment meter
is probably the best.
So on 13 may they installed the meter and added £10 credit on the meter.
And she was told the card would be sent out that week.
After 2 weeks I called NPower to send a card again because it did not arrive.
After a total of 3 weeks I called again but told them they don't want to wait again for a card that will not arrive.
So they got a code to can pick up a card at a local shop.
There they told them that the code was only for British gas.
No problem they got send to another shop, (liquor shop) to can go with the kids.
But there the shopkeeper told her that he only have Eon cards and send her away.
Called again,
NPower said: but you can use the Eon cards as well.
Eon confirmed this. (still strange to me)
Again back to the shop, me to to can help with translating.
Okay shopkeeper tries and RTI number declined. (shopkeeper laughing "told you so!!")
Again on the phone, NPower claimed that the system was down, so received another number.
Tried that one at a total of 6!!! shops.
You can guess: all declined. (all shops were given by NPower through Twitter)
Again on the phone, asked for special delivery what they refused.
So than on the phone with CAB and Ofgem.
They advised me to call National Grid!?! to tell them that she have 3 children in the house
and to ask them to make sure that the gas is working. (I'm recording all calls)
So I called and they came out in half an hour, with the most angry guy to could find.
After I told him that he have to make sure they have gas, he did put on £5 emergency credit.
I told him, if it is this easy I will call him again after the credit is finished.
Funny for me, but he did not like it. (but this resolved the problem!!!)
When I knew that National Grid would be very angry with that, I started to play it out with them.
After almost 4 weeks I can do this, no?
Well it went very quick after this, NPower called me (instead of client, wait this is funny)
NPower asked my client over the phone if they could talk to me about this case.
But my clients English is just Yes or No, but he has no idea what they are saying.
And at the moment they said they called him, he was sitting next to me)
Than also CAB and Ofgem called me.
But the call from CAB is what is important, they told me that they talked with NPower and
that there is not any kind of problem and that my clients did not went to any shop!!
I asked this person also directly for who he is working, because I'm not sure now if he
is from NPower and said he is from CAB or that he is from CAB but gets his money from NPower I anyway disconnected the call because he was calling on my mobile which I'm not recording.
He did not want to call back on the office phone. (?)
Anyway, I called and Twittered NPower again and told them to don't worry about the card anymore,
as National Grid will give them emergency credit again.
That took just half an hour, they were calling again.
Offered £75,- (what my clients accepted) I know they can get more if they want, but they just want gas.
And the card can be delivered by special delivery.
Was that now so hard?
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