Npower - how long does it take existing customers to switch tariff?

TinTin_57

I've been an npower customer for quite a number of years and on 11th November I requested a tariff switch using the 'my npower' area if the website. I had a confirmation email thanking me for requesting the switch but still to date they have not switched me and I remain on my original tariff.

I have complained via email as I think it is taking too long and I also expect them to backdate it to 11th Nov when it does happen. I had an automated mail back saying I would receive an answer to my complaint within 1 working day.... Still nothing though.

I'm wondering if this is a common experience for all npower customers?

I may well just go elsewhere, I don't think it's right when a company can't at least personally acknowledge a customer within a reasonable time.

Lorian

I have the same issue from a November switch with a relative's account. I need to chase it (again) sometime soon,

chanz4

when did you email them?

innovate

I have been an npower customer for several years since their tariffs used to be the best for me. They're ok if you don't need CS, and if there isn't a problem when switching tariff. A possible nightmare otherwise.

Keep your confirmation email for the switch in a safe place - you might need it again.

I changed tariff with them about a year ago but they only sent me a closing bill for the old tariff after I asked for it 6 months into the new tariff. Even though I am no expert in deciphering a utility bill, that closing bill looked terribly wrong. For about 5 months they had also constantly been sending me meter reading men, and at the same time asked me to submit countless meter readings on the phone and online. I had confirmation emails for all the online readings I submitted, and notes of the dates their men came to read the meters, yet they still said they could only produce a bill with estimated readings. And kept asking for more meter readings.

Their CS was more than useless, and when I eventually raised a complaint, they initially acknowledged it but never bothered responding to it. So I wrote to the Chief Exec who passed my case to their Executive Complaints Team (executive.complaints@npower.com). Luckily, that team seems to be equipped with more brains, knowledge and decision powers than the normal complaints team and CS. It still took them a month to clean up their home-made mess but they kept me informed throughout and it was all resolved ok. They corrected my tariff and meter readings, produced a proper bill, returned several hundred pounds of money incorrectly taken by direct debit, and paid me almost £200 for the stress and inconvenience caused. Meter reading and billing has since been working ok. For my complaint to succeed, it was critical that I had a good record of their emails, letters and phone calls, as well as the various meter readings.

I doubt I will be looking to stay with npower when my current tariff expires. Anything that is in their price range (or below, preferably) will be a possible replacement (apart from Spark, whose CS appear to be even more dreadful than npower's).

If you are committed to the new tariff, hang on in there and if necessary, complain right up to the top man. If you aren't committed yet, look at alternatives.

TinTin_57

chanz4 wrote: »

when did you email them?

Have the exact details on my PC however I think it was 12th December as I recall

macman

Ludicrous-it should be a couple of days at most.
I switched within EDF and even they managed it in 48 hours.

Wywth

I suggest you phone them. It sounds like you are having issues with emailing.

Suppliers will usually switch you to another of their tariffs whilst on the phone, and confirm it there and then

TinTin_57

Thanks for the replies

Just called them. On their log, my request to change tariff and my two e-mail contact attempts were all logged already!

He said his colleague had set the tariff change to 'Pending' and he didn't understand why, so it had just sat there in that status the whole time. Hmmmm! Anyway they don't offer my tariff anymore so he couldn't change it but he has sent it off to their backlog team who can process it (within 28 days) and backdate me to 11th Nov 'as theres absolutely no doubt you are entitled to the new tariff'.

I will wait and see what happens but I expect to be calling again after 28 days.

What annoys me in this world of technology is that companies bang on about the benefits of their various systems e.g. in this case 'my npower', then when you use them instead of the old fashioned phone call you get nowhere. I shall remember this in future.

I am maintaining a full log with dates/times/names etc for reference.

Cheers

chanz4

TinTin_57 wrote: »

Thanks for the replies

Just called them. On their log, my request to change tariff and my two e-mail contact attempts were all logged already!

He said his colleague had set the tariff change to 'Pending' and he didn't understand why, so it had just sat there in that status the whole time. Hmmmm! Anyway they don't offer my tariff anymore so he couldn't change it but he has sent it off to their backlog team who can process it (within 28 days) and backdate me to 11th Nov 'as theres absolutely no doubt you are entitled to the new tariff'.

I will wait and see what happens but I expect to be calling again after 28 days.

What annoys me in this world of technology is that companies bang on about the benefits of their various systems e.g. in this case 'my npower', then when you use them instead of the old fashioned phone call you get nowhere. I shall remember this in future.

I am maintaining a full log with dates/times/names etc for reference.

Cheers

It will be outsorted as what I believe their system has todo is bill to the old tariff on a read, close it and create a new contract id on your new tariff but they will do it from the date requested.

Bradfield

TinTin_57 wrote: »

Thanks for the replies

Just called them. On their log, my request to change tariff and my two e-mail contact attempts were all logged already!

He said his colleague had set the tariff change to 'Pending' and he didn't understand why, so it had just sat there in that status the whole time. Hmmmm! Anyway they don't offer my tariff anymore so he couldn't change it but he has sent it off to their backlog team who can process it (within 28 days) and backdate me to 11th Nov 'as theres absolutely no doubt you are entitled to the new tariff'.

I will wait and see what happens but I expect to be calling again after 28 days.

What annoys me in this world of technology is that companies bang on about the benefits of their various systems e.g. in this case 'my npower', then when you use them instead of the old fashioned phone call you get nowhere. I shall remember this in future.

I am maintaining a full log with dates/times/names etc for reference.

Cheers

I sent them an email on 29th of October and they replied on the 10th of December. They had changed the name on my account to that of a person I had never heard of. Their reply was in no way a resolution of the problem. They had obviously not even read my original email properly. I have now telephoned them twice but still not had the situation resolved. They are fetlocked by their own procedures and seemingly incapable of dealing with problems at a personal level.

You are right to be logging the situation.

Wywth

TinTin_57 wrote: »

Thanks for the replies

Just called them. On their log, my request to change tariff and my two e-mail contact attempts were all logged already!

He said his colleague had set the tariff change to 'Pending' and he didn't understand why, so it had just sat there in that status the whole time. Hmmmm! Anyway they don't offer my tariff anymore so he couldn't change it but he has sent it off to their backlog team who can process it (within 28 days) and backdate me to 11th Nov 'as theres absolutely no doubt you are entitled to the new tariff'.

I will wait and see what happens but I expect to be calling again after 28 days.

What annoys me in this world of technology is that companies bang on about the benefits of their various systems e.g. in this case 'my npower', then when you use them instead of the old fashioned phone call you get nowhere. I shall remember this in future.

I am maintaining a full log with dates/times/names etc for reference.

Cheers

If they can't resolve your query on the phone, then take it to the next stage.

http://www.npower.com/idc/groups/wcms_content/@wcms/@busi/documents/digitalassets/puttingthingsright100108.pdf

Don't email, but write. Head your letter COMPLAINT, and preferably send it recorded delivery