nPower "Sorry you'd like to leave us" email

miller

nPower_email wrote:

please call us on 0800 197 3937 (if you haven’t spoken to us already), to talk about finalising your gas and electricity account so we can make sure the transfer goes smoothly. We’re here 8am to 8pm monday to friday and 8am to 2pm on saturdays.

The implication is pretty clear from the email, if you do not call your transfer will not go smoothly.

When I did call the employee began to read through a retentions script. I interrupted saying the email was misleading. The employee admitted they were going to change the wording of the email.

I then asked if any refund would be automatic when the account was finalised to which the answer was you will need to call.

I then asked why it did not happen automatically, to which the reply was it would but would probably take some time (contradicting the previous answer).

And they wonder why people are hacked off with energy companies!

spaceboy

Tell ofgem.

Dave_save

And if OFGEM don't reply or drag their feet, tell your MP

[Deleted User]

Great post, many thanks.

Now I know what to expect/do with my recent switch from npower to eon.

Cheers

JJ

nPower

miller wrote: »

The implication is pretty clear from the email, if you do not call your transfer will not go smoothly.

When I did call the employee began to read through a retentions script. I interrupted saying the email was misleading. The employee admitted they were going to change the wording of the email.

I then asked if any refund would be automatic when the account was finalised to which the answer was you will need to call.

I then asked why it did not happen automatically, to which the reply was it would but would probably take some time (contradicting the previous answer).

And they wonder why people are hacked off with energy companies!

Hi Miller

Thanks for your post.

I am sorry for the confusion caused on your recent call. I would like to clarify that when you change supplier, it's the incoming provider's responsibility to pass on the reads to the supplier you've moved from. When your account is finalised we would normally arrange for a refund of any surplus credit automatically. I'd be happy to look into this and ensure you receive any refund that may be due. You're more than welcome to send an email to the address showing on our profile page and I'll follow this up.

Kind regards

David

schneckster

nPower_company_representative wrote: »

Hi Miller

Thanks for your post.

I am sorry for the confusion caused on your recent call. I would like to clarify that when you change supplier, it's the incoming provider's responsibility to pass on the reads to the supplier you've moved from. When your account is finalised we would normally arrange for a refund of any surplus credit automatically. I'd be happy to look into this and ensure you receive any refund that may be due. You're more than welcome to send an email to the address showing on our profile page and I'll follow this up.

Kind regards

David

Hi David (nPower Representative),

Interesting that your post was over a year ago... I've received the exact same email implying that if I don't ring the transfer won't go through. Judging by the experience of the OP, and other's elsewhere online, I too would be subjected to a sales plea. I have better things to do so I guess I won't be ringing.

But its nice to see nPower are reactive to customer points of view on such things as misleading communications, eh? Er... oops!

Schneckster

System

They all do it in some form or other. There are 2 reasons for it. One, you might not have initiated the switch and, two, they would like the opportunity to try to talk you out of moving. The simple answer is just ignore it. IMHO, there is absolutely no way an energy company is going to interfere with a switch. It just doesn't make sense for any of them to do so given that they all gain and lose customers.

AndyPK

I then asked if any refund would be automatic when the account was finalised to which the answer was you will need to call.

HaHaHa. That's a good response. Can you tell me how much I am in credit please? Can I have it back ? :lol

Nual

I emailed npower about a refund after my supply switched. This is the response


Thank you forcontacting us about the energy supply.

I am sorry to learnthat you have left us . I understand that you switched theelectricity supply before gas and have received the gas final bill with acredit of £296.88 and would like to receive a refund. Having checked ourrecords, I confirm that the electricity supply was ended on 05 December 2014and gas on 2014. The final gas bill was issued on 07 December 2014 with a creditof £296.88; however, the electricity final bill is not generated. I would liketo inform you that it will take 28 working days from the supply end date togenerate the final bill and a further 07 to 10 working days for you to receiveit through the post.

I understand that yourelectricity usage is less; however, I notice that you have a credit of £296.88which will be adjusted with the final invoice. Any remaining amount will berefunded into your bank account which will take 03 to 05 working days or acheque will be sent to you within 10 to 14 working days.

Further to your query,you will be pleased to hear that we are always striving to improve our productsand services. If your new supplier does not meet your expectations, restassured you are more than welcome to discuss your energy supply with us againin the future. If this is something that does not interest you at present, Ifully understand this and would like to wish you all the best.

For more information,you can call our Joiners and Leavers team on 0800 316 3375, this number isusually free from any landline or if you are calling from your mobile, you canuse 0330 100 8674. They are open Monday to Friday 8am to 8pm and Saturday 8amto 6pm.
Itrust this information has been useful to you,

So hanging on to my money for another month and a half after the account is switched because it takes 28 days to generate an electricity bill and etc. The electric bill will be about £10. They are taking the p*ss. Just confirmed I did the right thing by switching.

energyworker

Nual wrote: »

I emailed npower about a refund after my supply switched. This is the response


Thank you forcontacting us about the energy supply.

I am sorry to learnthat you have left us . I understand that you switched theelectricity supply before gas and have received the gas final bill with acredit of £296.88 and would like to receive a refund. Having checked ourrecords, I confirm that the electricity supply was ended on 05 December 2014and gas on 2014. The final gas bill was issued on 07 December 2014 with a creditof £296.88; however, the electricity final bill is not generated. I would liketo inform you that it will take 28 working days from the supply end date togenerate the final bill and a further 07 to 10 working days for you to receiveit through the post.

I understand that yourelectricity usage is less; however, I notice that you have a credit of £296.88which will be adjusted with the final invoice. Any remaining amount will berefunded into your bank account which will take 03 to 05 working days or acheque will be sent to you within 10 to 14 working days.

Further to your query,you will be pleased to hear that we are always striving to improve our productsand services. If your new supplier does not meet your expectations, restassured you are more than welcome to discuss your energy supply with us againin the future. If this is something that does not interest you at present, Ifully understand this and would like to wish you all the best.

For more information,you can call our Joiners and Leavers team on 0800 316 3375, this number isusually free from any landline or if you are calling from your mobile, you canuse 0330 100 8674. They are open Monday to Friday 8am to 8pm and Saturday 8amto 6pm.
Itrust this information has been useful to you,

So hanging on to my money for another month and a half after the account is switched because it takes 28 days to generate an electricity bill and etc. The electric bill will be about £10. They are taking the p*ss. Just confirmed I did the right thing by switching.

All suppliers will be the same, they can't issue a final bill until the readings have come through validation from the new supplier. Standard wait time is 2-4 weeks. Sadly one of the pitfalls of the regulatory system on the industry.

That said I don't see why they can't issue you with at least a partial refund whilst they await the closing reading validation.

SeduLOUs

I got exactly the same email a couple of months ago. I ignored it and the transfer went ahead as planned.