npower mess up- where do we stand?

fawd1

Hi, quick question. Just over a year ago we had our meters changed from prepay to standard meters. We then switched over from EDF to npower for both of our accounts and have a contract confirming this. We checked that the direct debit came out for the first month and it did but at a lower rate than we expected. We queried this and they said not to worry it's because the electricity is taking longer to switch than the gas. Fine. We then received a bill for £35 from EDF which we took to be the final bill, we paid up and thought that was that.

Well, about 6 weeks ago we received a bill from EDF for a years worth of electricity at a standard tariff. Upon querying this it turns out npower never completed the switch and we can see that the direct debit never went up. I know we should have checked this but because of that £35 bill we just assumed it had all gone through. So, I guess what I really want to know is where do we go from here? Our dual fuel contract is now up for renewal but we can't renew it because of this outstanding bill with EDF. Npower have been about as helpful as expected and for the last 6 weeks they've been "looking into it".

Any ideas where we stand?

chanz4

Did EDF object to the electric transfer?

Consumerist

fawd1 wrote: »

. . . Any ideas where we stand?

On the face of it, npower have failed to complete the switch or advise you of any objection from EDF. Use the npower complaints procedure to make it a formal complaint which you can refer to the Ombudsman Services: Energy if you don't get a satisfactory response.

It seems likely that you will need to pay EDF and then claim compensation from npower for any difference in the charges until you are able to complete the switch or request another.

fawd1

Thanks guys. As far as EDF is telling us, they didn't object to the switch they never heard about it in the first place! According to npower they just had the switch in pending mode the whole time and never pushed it forward. I don't object to paying for electricity, I just don't think that it's fair that we should have to pay a far more expensive tarriff than we signed up for, without a chance to sign up for a new decent dual fuel account until this is all paid off.

Consumerist

fawd1 wrote: »

. . I don't object to paying for electricity, I just don't think that it's fair that we should have to pay a far more expensive tarriff than we signed up for, without a chance to sign up for a new decent dual fuel account until this is all paid off. . .

As said above, ask the ombudsman for compensation for the additional costs if npower doesn't offer compensation voluntarily.

I would advise starting npower's complaints procedure anyway. They are not renowned for good customer service (to put it politely). Make sure the word Complaint appears in bold in all communications.

nPower

fawd1 wrote: »

Hi, quick question. Just over a year ago we had our meters changed from prepay to standard meters. We then switched over from EDF to npower for both of our accounts and have a contract confirming this. We checked that the direct debit came out for the first month and it did but at a lower rate than we expected. We queried this and they said not to worry it's because the electricity is taking longer to switch than the gas. Fine. We then received a bill for £35 from EDF which we took to be the final bill, we paid up and thought that was that.

Well, about 6 weeks ago we received a bill from EDF for a years worth of electricity at a standard tariff. Upon querying this it turns out npower never completed the switch and we can see that the direct debit never went up. I know we should have checked this but because of that £35 bill we just assumed it had all gone through. So, I guess what I really want to know is where do we go from here? Our dual fuel contract is now up for renewal but we can't renew it because of this outstanding bill with EDF. Npower have been about as helpful as expected and for the last 6 weeks they've been "looking into it".

Any ideas where we stand?

Hi fawd1,

I'm disappointed to learn of the issues you've encountered in trying to transfer your electricity supply to us. So that I can see what has happened and what we can do for, please can you drop me an email with your details using the address on my profile page.

Thanks

Leigh