Have I switched too soon?

overlandrover

I'm currently on the NPower Go-Fix 8 electricity tariff, which is due to finish on 3 February.

Before Christmas I determined that EDF's Blue Price Promise was the best deal, and as it would take "approximately 5 weeks" to transfer to the new supplier, I decided to wait until January before applying to EDF, so I didn't incur NPower's early leaving fee.

However a couple of days ago I logged onto my EDF account to check the progress of my transfer, only to find that the changeover will take place on 28 January.

Unfortunately I don't think I can cancel or delay the transfer - I have already passed the 12-day cooling off period.

Do I have any recourse to avoid the early leaving fee?
I've seen this other thread - is there a possibility to exploit a loophole?

Many thanks in advance.

keith1950

Hi, once you pass the cooling off period the switch cannot be stopped , just keep your fingers crossed that it is delayed naturally.

Another thing to consider if the switch occurs earlier is that not only will you be charged exit fees but also lose their annual discount.

A couple of years ago I switched and it took only 21 days in total so it's more safe to generalise by saying a switch can take from 3 - 6 weeks , although it can occasionally be as long as 8 weeks.

SnowMan

I would ring up Npower and ask them to waive the £20 exit penalty(s). Explain that you weren't trying to leave early but that the uncertainty over the switching time made it impossible to time the switch. Explain their website indicates that switches wouldn't normally take place as quickly (up to 43 days they say for switches to them = 7 + 25 + 11). So you would expect a switch away to be the same.

When they refuse to waive the £20 penalty(s) put a letter in writing to Npower headed complaint explaining exactly the same thing.

Ring up edf and explain the situation and see if there is any way to move the switch back a few days to 4th February . Then if they can't (which is the likely scenario) you could write to them also heading the letter complaint. Explain that their website says that the switch could take up to 3 weeks from after the cooling off period (check it still says that and take a screenprint of their page that says this). As it has happened earlier than that here and that is causing you problems, either they should delay the switch or credit you with the exit penalty Npower are charging.

Both companies are supposed to make switching easy under the license conditions. So make it clear in your letters you feel both companies are not making it easy because you have been unable to switch away at the end of the tarriff.

In both cases make it clear you will complain to the Energy Ombudsman in 8 weeks if neither company backs down. After 8 weeks complain to the Energy Ombudsman.

Don't expect to win because there is a an issue that consumers can't easily switch away at the end of the tarriff and have to spend some time on expensive tarriffs because of your inability to control the switch date and suppliers unwillingness to act reasonably here. Completely ridiculous and unfair but OFGEM, Consumer Focus and the Citizens Advice Consumer Service sadly have done nothing to stop this situation continuing. But there is a good chance one of the suppliers will cave in at some point.

Ring up the Citizens Advice Consumer Service (08454 040506). Explain what has happened and ask what action they are taking to make it easier for consumers to switch away with confidence at the end of their tarriffs. They have it recorded on their system that consumers are unhappy with this issue of not being able to switch away at the end of their tarriffs so would like to know specifically what they are doing about it.


On the separate issue of the direct debit discount, when is your qualification date for the direct debit discount? Does your early switch date cause any problems here or is just the exit penalties that is the issue? So if your direct debit qualification discount date was 15th January say then there won't be a problem. That said if you are switching after say 15 months and so don't get any direct debit discount for the last 3 months include this is your complaint letter to Npower, as they probably won't want their direct debit discount scam being highlighted to the Energy Ombudsman.

Finally good luck.

SnowMan

It would be good if the Npower representative on this forum would be able to confirm if Npower are able to show some flexibility in a circumstance like this, where someone has genuinely attempted to time their switch away for the end of the tarriff?

Not looking for anything specific just that they will show some flexibility on an individual basis?

overlandrover

Thanks for your responses.


The last couple of times I changed suppliers it took six weeks to do the switch, which is why I thought the four-week leadtime I gave them would offer a safe and minimal overlap. At least on the new EDF tariff there is no exit fee, something I think all suppliers should take on board to simplify the process and avoid annoying situations like this.

Anyway, I first spoke to EDF and they weren't very helpful, saying the date is set and can't be controlled. It might be possible that it may be a few days after the 28th, but this could still be too early.

Then I spoke to NPower who were more helpful despite the fact that I was leaving them. They said to call back in a few days (Friday to be precise) to see if a date for transfer had been confirmed. I will need to use that opportunity to elevate the situation and appeal to their better nature.

If/when I get a result I'll report back and let you know the outcome.

Thanks again, overlandrover

Wywth

overlandrover wrote: »

I'm currently on the NPower Go-Fix 8 electricity tariff, which is due to finish on 3 February.

Before Christmas I determined that EDF's Blue Price Promise was the best deal, and as it would take "approximately 5 weeks" to transfer to the new supplier, I decided to wait until January before applying to EDF, so I didn't incur NPower's early leaving fee.

However a couple of days ago I logged onto my EDF account to check the progress of my transfer, only to find that the changeover will take place on 28 January.

Unfortunately I don't think I can cancel or delay the transfer - I have already passed the 12-day cooling off period.

Do I have any recourse to avoid the early leaving fee?
I've seen this other thread - is there a possibility to exploit a loophole?

Many thanks in advance.

That thread you linked to refers to a price hike you are advised about regarding an existing tariff.

It does not apply to a higher cost you will incur as a result of an existing tariff coming to its agreed end.

SnowMan

overlandrover wrote: »

Anyway, I first spoke to EDF and they weren't very helpful, saying the date is set and can't be controlled. It might be possible that it may be a few days after the 28th, but this could still be too early.

Then I spoke to NPower who were more helpful despite the fact that I was leaving them. They said to call back in a few days (Friday to be precise) to see if a date for transfer had been confirmed. I will need to use that opportunity to elevate the situation and appeal to their better nature.

If/when I get a result I'll report back and let you know the outcome.

Thanks again, overlandrover

I was expecting Npower to play hardball over this. But it sounds like they might be reasonable here. And if they are then fair play to them.

Please do report back how you get on that would be really interesting to know.

SnowMan

SnowMan wrote: »

It would be good if the Npower representative on this forum would be able to confirm if Npower are able to show some flexibility in a circumstance like this, where someone has genuinely attempted to time their switch away for the end of the tarriff?

Not looking for anything specific just that they will show some flexibility on an individual basis?

The silence is deafening

overlandrover

For one reason or another I didn't manage to call NPower on Friday, however I did get an email from them confirming that the changeover date is the 29th. The email also instructed me not to cancel my direct debit so that they could settle the account (and presumably deduct the exit fee too).

I tried to get onto the NPower website today, but the "My Account" section was not working. When I called them they said they could not help me as the "system was down" - probably due to all their customers leaving for EDF.

I'll try them again on Monday, but in the meantime I might try to cancel the direct debit so that they can't deduct any more money than I am prepared to pay.

nPower

Hi overlandrover,

If you can pop over your details to forumresponse@npower.com, I can take a look at this and see what we can do for you.

Kind regards,

Adam

Wywth

overlandrover wrote: »

For one reason or another I didn't manage to call NPower on Friday, however I did get an email from them confirming that the changeover date is the 29th. The email also instructed me not to cancel my direct debit so that they could settle the account (and presumably deduct the exit fee too).

I tried to get onto the NPower website today, but the "My Account" section was not working. When I called them they said they could not help me as the "system was down" - probably due to all their customers leaving for EDF.

I'll try them again on Monday, but in the meantime I might try to cancel the direct debit so that they can't deduct any more money than I am prepared to pay.

I would urge you against this.

You agreed to pay by DD and must continue to do so until the end of the contract. Failure to do so may result in the supplier putting you onto a non-DD tariff (which is probably more expensive) or even you losing out on the annual DD discount nPower pays (which is quite considerable)