Problems Switching to Npower

BoracicLint

Morning all,

I recently switched to Npower, received confirmation that they would be supplying my dual fuel from the 29/11/2013 and so I submitted my opening meter readings on the same day.

A few days later I received another e-mail from them asking for an opening meter reading, so I checked online and found that only the gas reading I had provided had been registered. So I input new meter readings on the website and assumed it was all fine.

A week later I checked the website again and find that only the gas reading has registered again. So putting it down to issues with the website I gave them a call. They confirmed only the gas reading had registered so I gave them new readings over the phone. I was told that these will be sent to my old supplier so that they can give me a final bill.

Just been online again, and find that all the previous meter readings have been erased from the history, and it now just states an estimated gas reading?!

I've had enough of trying to sort this out now, everytime I call I'm put on hold for at least 20 minutes. My concern is, I currently have a £370 credit with my old supplier but they won't relinquish it until Npower give them a final reading. If Npower dont have a record of my initial reading from the 29th November, how will I get an accurate final bill and refund from my old supplier? Will Npower just adjust the switching date accordingly to suit the latest readings?

I'm starting to wish I hadn't bothered switching. I wonder what the record is for minimum time spent before switching away from a new supplier? I'm seriously starting to consider it!

Clairabella

I too am having problems with changing to NPower.

I changed to a fixed dual fuel account (20017), So far I have had three letters from them about changing the electricity. I have made two lengthy phone calls telling them that it is for gas too. They say they know that. I had had a monthly price for electricity but still nothing for gas. Today I received a letter dated 13th December asking me to read the gas meter between 20th and 20th November 2013!!! Do I really want to make another 40 minute phone call?

In the meantime I have had a letter from my previous supplier. I was £262.13 in credit and, lo and behold my new bill is for £262.13 and the account now £00.00. I find that hard to believe. I'm now not sure who is supplying what.

I wish I'd never changed.:mad:

Bobxall

Oct did the switch via MSE. I am switched with elec but not gas and trying to get some action is numbing. If did it via MSE can MSE deal with this?

SnowMan

An almost identical thing has happened to me. I switched from EDF to Npower on 29th November.

I entered my gas and electricity readings at 29th November on-line on 29th November.

Spotting later that my electricity reading hadn't been picked up by Npower when I logged in, I rang Npower up on two separate occasions and mentioned this and gave them my readings again (and a couple more times on-line also).

Npower claim to have sent them through the 'flow' to EDF twice but EDF say they haven't received it.

I've also got Npower to phone through the opening reads twice to EDF. I feel a bit sorry for Npower's complaints department, one person I spoke to called Margaret was trying to do everything humanly possibly to sort things, but their systems are just in meltdown.

EDF say they can't finalise my account without the 'flow' coming through even though they have the final readings. There is over £100 credit on the account.

Eventually I got EDF to refund my credit based on the meter readings. This is after EDF said they were unable to contact Npower to sort this (even though I had at that point already rung Npower twice and told EDF I had done that).

And when EDF eventually agreed to refund my credit, they wanted to refund all but £5 on my account saying their 'computer said no'. I said I wanted the full amount refunded. The EDF customer service operator then made a desperate attempt to try and end the call (their customer service staff are clearly being put under huge pressure to end calls quickly). I had to point out it was very poor customer service to try and end the call before the issue had been resolved. She then went away to speak to a manager. And the full credit, fingers crossed is being refunded.

What a palaver :rotfl: