Simply Switch / Npower problem

Johne

Last year I used a comparison website (Energy helpline I think) to switch to the cheapest provider which was Npower. The transfer went through very quickly and I received the cashback with no problems.

After 12 months I did another check, but used Simply Switch due to the higher cashback. The cheapest provider was Npower again, but with a different tariff. Simply Switch confirmed the cashback was still applicable, and Npower also confirmed this so I went ahead with the application through Simply Switch on 31/10/12.

After a month I heard nothing so I rang Npower who told me they had not received anything from Simply Switch. Simply Switch told me that they had been upgrading their computer system but the applications would be going ahead the following week, so I would hear something then.

I heard nothing so rang simply switch again a couple of weeks later. They told me the applications were due to go out the next day.

I have since received a letter from Npower informing me that they would be automatically switching me to the cheapest tariff in February 2013. However, I did not hear anything about my application, so rang Npower and Simply Switch yesterday. Simply Switch told me that the application had already gone out, but Npower told me that they have still not received anything, but as it is Christmas, this may be in a backlog. They also told me that when they do receive the application, this will be backdated to 31/10/12 when I made my application, and I should still receive the cashback even if this takes place after February 2013.

Does anybody know if there are any problems with Simply Switch or if the information provided by Npower is correct, or am I worrying about nothing? Thanks for any advice.

25.6_Pre-contract_oblig

Hi Johne,

It looks to me that you are another Customer who has been caught up in the
Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611
issue. It is quite difficult to deal with when npower have NOT sent anything!
In my experience, on the phone, many of the npower CS Team are
trying to do the best they can with their 'broken system'.

However, npower have NOT been forthcoming and have been, in public, trying to play down the whole issue.

The main thread (above) has links to other threads where some of these issues, impacting switching sites, have been raised.

One of these is
nPower complain (official). What body to send it to?
https://forums.moneysavingexpert.com/discussion/4353315

In Post #9 of that thread I gave more information (about how difficult it is to deal with a Company (npower) when they have not sent you anything - I've called this "a strange 'limbo land' ").

Johne wrote:

... Does anybody know if there are any problems with Simply Switch or if the information provided by Npower is correct, or am I worrying about nothing? Thanks for any advice.

As far as I know the (Computer) 'issues' are at npower. Simply Switch could have been more informative.
Ofgem are aware: see Post #134.

Johne wrote:

... letter from Npower informing me that they would be automatically switching me to the cheapest tariff in February 2013

I imagine this is a 'circular' to all Customers on your Tariff. Is this the 'old Tariff' or the 'new Tarriff'? As you are already a Customer of npower, you already know your Account Number. I recommend that you follow up with npower.
Unless you are happy with their answers, I would Complain.

Next time you are in touch with Simply Switch please tell them about the main thread (above) so that they can better inform their Customers. Simply Switch can also complain to Ofgem: so that nothing like this ever happens again.

25.6_Pre-contract_oblig