Problems with dual fuel switch - am I liable?

WalkingOnADream

I used the MSE energy club to switch from British Gas to NPower back in September, on a duel fuel basis.

By the end of October I was informed that I was switched over and received final bills from BG. However only my electricity has switched, I rang NPower and was told I had to chase the gas up with the national grid as they couldn't see the status of the switch on their end. The national grid told me the switch had been done and npower should be able to see this now.

Anyway to cut a long story short, my gas is still not switched. I am getting gas and using it but it's not being supplied by anyone if you see what I mean? My BG accounts are closed but npower has not set my gas account up. I have emailed them numerous times and just keep getting told that it's getting passed on and has also been passed to the complaints department.

I still haven't heard from them and it's difficult for me to ring them as I've got a new baby at home so I can only really email (my baby cries, a lot!!). I'm getting really worried that they are going to hit me with a big bill once (if?!?) they finally complete the switch. Could anyone tell me what my rights are regarding this? Obviously I'm not trying to get out of paying for what I have used but surely I'm going to be in a lot of 'debt' as it's already been 4 months of only electricity bills and I'm not on the right tariff either as I switched to a fixed term dual fuel tariff but I have been put on a standard elec tariff due to the gas problem.

Sorry if this is long winded but any help anyone can provide would be much appreciated as I don't fully understand what my rights would be.

Thanks in advance.

jobdone1

have you emailed this department, executive.complaints@npower.com
This might gee it up a bit. Give fourteen days notice for response and outline what product you signed to switch to and claim compensation for the single fuel standard elec tariff. Explain and attach emails from previous attempts to resolve and also inform failure to respond within said time scale and due to the length of time of dispute you will escalate the complaint to the energy ombudsman.

nPower

WalkingOnADream wrote: »

I used the MSE energy club to switch from British Gas to NPower back in September, on a duel fuel basis.

By the end of October I was informed that I was switched over and received final bills from BG. However only my electricity has switched, I rang NPower and was told I had to chase the gas up with the national grid as they couldn't see the status of the switch on their end. The national grid told me the switch had been done and npower should be able to see this now.

Anyway to cut a long story short, my gas is still not switched. I am getting gas and using it but it's not being supplied by anyone if you see what I mean? My BG accounts are closed but npower has not set my gas account up. I have emailed them numerous times and just keep getting told that it's getting passed on and has also been passed to the complaints department.

I still haven't heard from them and it's difficult for me to ring them as I've got a new baby at home so I can only really email (my baby cries, a lot!!). I'm getting really worried that they are going to hit me with a big bill once (if?!?) they finally complete the switch. Could anyone tell me what my rights are regarding this? Obviously I'm not trying to get out of paying for what I have used but surely I'm going to be in a lot of 'debt' as it's already been 4 months of only electricity bills and I'm not on the right tariff either as I switched to a fixed term dual fuel tariff but I have been put on a standard elec tariff due to the gas problem.

Sorry if this is long winded but any help anyone can provide would be much appreciated as I don't fully understand what my rights would be.

Thanks in advance.

Hello WalkingOnADream,

Thank you for your email.

If you can send me your account details to the email address on my profile page I can have a look into your account and see if I can get the Gas side sorted for you.

Thanks

Carmel