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NPower - Not honouring a quote.
Hello,
In August 2013 just before i moved into my new address i applied to be an NPower Customer for both Gas & Electricity on a 3 year fixed rate deal; I've never moved house in the past so did not realise i would need to register with the current energy provider and be switched over at a later date.
After ringing NPower and British Gas (the current house supplier) they let me know what i needed to do, registering with British gas first and when i needed to give meter readings and they would transfer me over asap.
IMPORTANTLY: NPower said they would honor the 3 year fixed deal i applied for in August. Note this was before the price rises around December / January
So after alot of messing about and 3 months of waiting (i complained to British gas about how long this was taking and got a £15 credit to my account) in December I was an NPower Customer.
My direct debits have been coming out fine and i thought everything was in place and sorted; after checking recently on my online account... the deal i was on was only fixed for 1 year and i was not on the same price plan promised.
I rang them up and the gentleman i spoke to told me i'd applied online and agreed to the tariff they set me up on; i told them this cant be and about the phonecalls and delays when i first joined Npower and the conversations i'd had about them honouring the original quote / price plan.
He basically said i'm now on this plan and he can transfer me to a new plan at with £60 cancellation fee or i was stuck on this price plan, all i can do is submit a complaint.
Overall I'd say the information i received from NPower was poor, the effort required to change your supplier is excessive, what's on offer and especially with moving house is utterly complicated and confusing.
I dont see how this level of service is good enough; do they treat the elderly and people with disabilities the same way?NPower seem to have the same attitude when I ring up, they just dont care. Absolutely disgusted.
Has anyone had any issues like this with NPower? What's the best way i can approach this?
I apologise for the very long post.
In August 2013 just before i moved into my new address i applied to be an NPower Customer for both Gas & Electricity on a 3 year fixed rate deal; I've never moved house in the past so did not realise i would need to register with the current energy provider and be switched over at a later date.
After ringing NPower and British Gas (the current house supplier) they let me know what i needed to do, registering with British gas first and when i needed to give meter readings and they would transfer me over asap.
IMPORTANTLY: NPower said they would honor the 3 year fixed deal i applied for in August. Note this was before the price rises around December / January
So after alot of messing about and 3 months of waiting (i complained to British gas about how long this was taking and got a £15 credit to my account) in December I was an NPower Customer.
My direct debits have been coming out fine and i thought everything was in place and sorted; after checking recently on my online account... the deal i was on was only fixed for 1 year and i was not on the same price plan promised.
I rang them up and the gentleman i spoke to told me i'd applied online and agreed to the tariff they set me up on; i told them this cant be and about the phonecalls and delays when i first joined Npower and the conversations i'd had about them honouring the original quote / price plan.
He basically said i'm now on this plan and he can transfer me to a new plan at with £60 cancellation fee or i was stuck on this price plan, all i can do is submit a complaint.
Overall I'd say the information i received from NPower was poor, the effort required to change your supplier is excessive, what's on offer and especially with moving house is utterly complicated and confusing.
I dont see how this level of service is good enough; do they treat the elderly and people with disabilities the same way?NPower seem to have the same attitude when I ring up, they just dont care. Absolutely disgusted.
Has anyone had any issues like this with NPower? What's the best way i can approach this?
I apologise for the very long post.
0
Comments
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Ring them and ask to speak to the complaints team.Make £2018 in 2018 Challenge - Total to date £2,1080
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Current wait time for Npower complaints department is between 24-29 minutes, Wait time for their usual line is 7-11 minutes. Seems their complaints department is rather busy.0
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