Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • FIRST POST
    • isushi
    • By isushi 25th Nov 17, 7:55 PM
    • 40Posts
    • 4Thanks
    isushi
    Just realised Npower did not switch me to cheapest tariff!
    • #1
    • 25th Nov 17, 7:55 PM
    Just realised Npower did not switch me to cheapest tariff! 25th Nov 17 at 7:55 PM
    I pay for gas and electricity bills for two houses (mine and to help relatives I pay for their's as well). In 2016 I was on NPowers Online Fix Dec 2016 deal for both houses. After checking their Online Fix Dec 2017 was the cheapest for both. I called them up to switch both and thought job done.

    I was double checking the tariffs as the Online Fix Dec 2017 is coming to an end (feeling very smug that I was so well organised because I had Cheap Energy Club reminder) and it turns out that they only switched me to the fix for one house. The other house I have been on a standard tariff all this time!

    I manage my account via the app and a single email account. I checked my emails. While I got a notification for switching to the Online Fix Dec 2017... I did not realise it was only for one house (in my defence there was also no email saying I was being switched to standard for the other house). Similarly, I did not check my statements properly. I would check for one house and everything was fine and then glance at the other just for the price... I looked closer and the other house's statement does say standard tariff.

    I feel so stupid that I did not check both houses properly. I am going to phone Npower on Monday...

    Any advice on what to expect? Am I going to have to accept my losses?
Page 1
    • spiro
    • By spiro 26th Nov 17, 8:11 AM
    • 5,861 Posts
    • 2,818 Thanks
    spiro
    • #2
    • 26th Nov 17, 8:11 AM
    • #2
    • 26th Nov 17, 8:11 AM
    Highly likely.
    IT Consultant in the utilities industry specialising in the retail electricity market.

    4 Credit Card and 1 Loan PPI claims settled for £26k, 1 rejected (Opus).
    • macman
    • By macman 26th Nov 17, 3:48 PM
    • 41,423 Posts
    • 17,045 Thanks
    macman
    • #3
    • 26th Nov 17, 3:48 PM
    • #3
    • 26th Nov 17, 3:48 PM
    Probably, but you have nothing to lose by presenting your case, they might offer some sort of credit.
    No free lunch, and no free laptop
  • nPower
    • #4
    • 27th Nov 17, 9:42 AM
    • #4
    • 27th Nov 17, 9:42 AM
    I pay for gas and electricity bills for two houses (mine and to help relatives I pay for their's as well). In 2016 I was on NPowers Online Fix Dec 2016 deal for both houses. After checking their Online Fix Dec 2017 was the cheapest for both. I called them up to switch both and thought job done.

    I was double checking the tariffs as the Online Fix Dec 2017 is coming to an end (feeling very smug that I was so well organised because I had Cheap Energy Club reminder) and it turns out that they only switched me to the fix for one house. The other house I have been on a standard tariff all this time!

    I manage my account via the app and a single email account. I checked my emails. While I got a notification for switching to the Online Fix Dec 2017... I did not realise it was only for one house (in my defence there was also no email saying I was being switched to standard for the other house). Similarly, I did not check my statements properly. I would check for one house and everything was fine and then glance at the other just for the price... I looked closer and the other house's statement does say standard tariff.

    I feel so stupid that I did not check both houses properly. I am going to phone Npower on Monday...

    Any advice on what to expect? Am I going to have to accept my losses?
    Originally posted by isushi








    Hello isushi

    Thank you for your post.

    When you requested the tariff change, did you specify that both properties needed updating? Please email the address shown in our signature with the account numbers or addresses of the properties in question and we'll be happy to look into this with you.

    Best wishes

    Beth
    Official Company Representative"
    I am the official company representative of nPower. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE.
    If we ask you to contact us, please do so using helpandsupport@npower.com - MSE Forum has temporarily allowed the display of our contact details in our signature due to a technical issue with our profile
    • isushi
    • By isushi 3rd Dec 17, 4:46 PM
    • 40 Posts
    • 4 Thanks
    isushi
    • #5
    • 3rd Dec 17, 4:46 PM
    • #5
    • 3rd Dec 17, 4:46 PM
    Hello isushi

    Thank you for your post.

    When you requested the tariff change, did you specify that both properties needed updating? Please email the address shown in our signature with the account numbers or addresses of the properties in question and we'll be happy to look into this with you.

    Best wishes

    Beth
    Originally posted by nPower

    Hello Beth, sorry for the delay in responding. I had phoned NPower and got through to a call centre that logged it. I was told someone would get in touch with me, but have not received a response yet.


    Yes, when I did it I specified both properties. I will email across the details shortly.


    Thank you in advance for your help!
    • isushi
    • By isushi 5th Dec 17, 7:35 PM
    • 40 Posts
    • 4 Thanks
    isushi
    • #6
    • 5th Dec 17, 7:35 PM
    • #6
    • 5th Dec 17, 7:35 PM
    Quick update - I just want to say that nPower have been amazing. Sent the email as Beth suggested. All resolved (property has now been switched to the proper tariff and backdated) and apology given from nPower.

    It was very simple and quick too!

    Thank you for your help nPower!
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

131Posts Today

3,280Users online

Martin's Twitter
  • Nice debating with (all but the rude ones) of you. Bedtime for me now. Goodnight #bbcqt

  • RT @kevmthomas: @MartinSLewis It was a comment you made about the referendum being a binary choice on a non binary issue that helped me rea?

  • To clarify this. Cameron's gamble that having a stark vote'd mean his team won. He gambled wrong (that's not a stat? https://t.co/NSCT3aKvGS

  • Follow Martin