I am sorry that this situation has happened. The previous tenant had the Gas and electric meters changed to pre-payment meters without consent. As we are not the occupier we had to arrange for the new meters to be installed once you moved in, which had been booked. Ordering new gas and electric cards for new occupiers in the meantime is usually a very straight forward however on this occasion it seems that it was far from that, and as you, we spent quite some time on the phone to Npower. Had you not said you would wait until Tuesday for the meters to be changed we would have continued to try and sort this out for you. Npower should be refunding the £40.00 to you but we will cover this cost if this is not the case. I appreciate this was not the best start to your new home and we sincerely apologise for that and moving forward we hope will meet your expectations.