Just switched to nPower - Queries

darkblue_2

Hi,

I managed to get nPower's SC19 deal a day before it was pulled and have got my letter through from nPower.

Firstly, I'm owed about £60 from my previous supplier because they were doing estimated readings. I called and gave accurate readings, but I've never received a refund. Will I now receive one, or will I have to chase them up?

nPower have sent me a letter stating I'm on SO19 Gas, which is what I signed up to, but it says they've got me on SO20 Economy 7 Electricity. It's 4p more expensive to use than SO19. I signed as duel fuel, so why have they randomly changed my electricity to a different (more expensive) tariff? And is there anything I can do other than cancel the change? (Which I don't want to do, because SO19 is 2.6p p/kw for gas after the first 4572 units and is pretty damn cheap...)

Thanks,

energysavingexp

ring them up they will sort it out for you.
do you have an economy7 meter? (does your meter have 2 reading)
if so they will have put you on that tariff
if you dont want E7 and your meter does have two readings then they will change your meter for you.

Re the £60 refund if they do owe you something they will send it to you (may take a long time though)

darkblue_2

Thanks ese.

I don't have an economy 7 meter. It's just quite baffling in general.

I'll have to do some sums. It may actually work out better for me, seeing as I work full time - 9-5 - but it doesn't say when the eco 7 kicks in. It just says 'night time rate'. I've been through all the small print and can't see a time anywhere. But if it does need a special meter then I'll have to tell them I don't have it.

I'll probably receive the cashback from the comparison site I switched through faster than the cash back from my old supplier!

Thanks again.

energysavingexp

darkblue wrote: »

Thanks ese.

I don't have an economy 7 meter. It's just quite baffling in general.

I'll have to do some sums. It may actually work out better for me, seeing as I work full time - 9-5 - but it doesn't say when the eco 7 kicks in. It just says 'night time rate'. I've been through all the small print and can't see a time anywhere. But if it does need a special meter then I'll have to tell them I don't have it.

I'll probably receive the cashback from the comparison site I switched through faster than the cash back from my old supplier!

Thanks again.

you need to ring them.
you cannot have E7 tariff without an E7 meter as you need to have 2 different readings, one for day and one for night
the night time tariff will probably start at about 22.00hrs or 00.00 till about 7.00 or 8.00hrs

Terrylw1

Sounds like someone has set you up on the current deal when they should have seen you are on the old one. If so, they will just need to change your tariff so a simple affair.

Does your meter have a day & night reading? If not, they have put you on the wrong tariff. You can't have an E7 tariff on a 1 rate meter as it requires a day & night rate and your readings will never be used.

Check your meter.

It could be they have been advised incorrectly in the change that you have an E7. This is common as industry data can be out of synch. However, they get a record of what your meter is when you switch which should resolve it.

It could even be that the record they received if E7 for your meter. So, what have you got and how did your old Supplier bill you?

Airmike23

if they have offered sol19 on gas but sol20 on elec sounds like a !!!! at pos, they will be able to set the elec to sol19 once the supply chnage from current provider to npower complete. To be fair if you have an e7 meter and a gas supply, going on the assumption that the gas supply is for your heatuig and hot water, you would not want e7 rates any way, as a prev poster stated e7 times, typically, are from BST 1-8am GMT 12-7am, and unless you use 35-40% or more of your total electric consumption during these times, it would be unlikely that e7 rates on your electric tariff would ever be worth your while. Ensure on 1st day of supply with npower that you provide accurate reads to them, npower will send those reads to your current provider to do final bill, you will be billed from the date of your last normal bill with current provider up to the date supply changes to npower, cost of gas and electric will come out of the credit you have, any difference should be automatically repaid to you. Once you provide the reads to npower they they go onto what are called flows that all power companies pick reads up from, before being made available to current provider company in your area who read the meters verify them, before making them available, this has to be completed with in 42 working days, so do not be expecting final bill within a week to ten days of leaving current provider. I understand that this is frustrating for many customers, and I do not mean to say it will take 42 days after leaving cvurrent provider to get any credit you might be owed, on average it takes about 3-4 weeks from the supply leaving for you to get final bill and credit repaid.

darkblue_2

I called nPower today. It turns out they mixed up the address and were quoting for a meter in another address, which is E7. It doesn't explain why it was SO20, but I was told I would have a letter issued this week with confirmation that it's both SO19 and everything was corrected. They even gave me a reference for my call so I could track it or in case of any further hassle.

Not bad for a company voted the worst for customer service!

I'm now just worried that nPower will be wanting payment while the previous suppliers are taking payment and I won't get the credit for a few weeks, which will leave a cashflow problem during the meantime.

energysavingexp

darkblue wrote: »

I called nPower today. It turns out they mixed up the address and were quoting for a meter in another address, which is E7. It doesn't explain why it was SO20, but I was told I would have a letter issued this week with confirmation that it's both SO19 and everything was corrected. They even gave me a reference for my call so I could track it or in case of any further hassle.

Not bad for a company voted the worst for customer service!

I'm now just worried that nPower will be wanting payment while the previous suppliers are taking payment and I won't get the credit for a few weeks, which will leave a cashflow problem during the meantime.

No they wont take payment off you for a while so no need to worry.

you will also get a second letter asking you if your call was delt with
to your satifaction.

ps. dont forget to cancel your direct debit with your last supplyer. so they cannot take any more money from you.