npower -havent changed my tariff.

twint

I changed our tariff from standard to a fixed price tariff April 2015
, I did this in october 2013. I have now contacted them on multiple occasions as we are still paying £168 per month for gas and electric on a standard tariff after being told there is a problem with their systems but my tariff will be backdated and be refunded the difference. I have now escalated this through to their executive complaints dept 3 wks ago and received a reference but still no one has contacted me to discuss it any further.

It is a nightmare contacting them as the message advises a 45 call wait time or 10-17 mins (such as today) but then after 30 mins of being on hold I give up. I am starting to think is a strategy of theirs!!!

I would change suppliers but want to wait until this is resolved otherwise I will not receive the refund of the difference from the standard tariff and price fix april 2015 for the past 5 months.

Has anyone else had this problem changing their tariff or getting a response from npower?

Robwiz

Yes. Do a forum search and you'll see lots of people have had problems. Their call centre response times are a joke.

npower changed their billing system last year and have been in turmoil ever since. I think they are just incompetent rather than fraudulent. I hope you are keeping meter readings so that you have evidence to challenge them if they estimate the reading for the start of your new tariff. I have been ripped off that way when prices have increased.

twint

Many thanks Robwiz. Yes I have made a note of my reading from ocotber and again each time i have taken them. i will have a look through the other forums. Honestly they are completely useless, no idea how they get away with it!

nPower

twint wrote: »

I changed our tariff from standard to a fixed price tariff April 2015
, I did this in october 2013. I have now contacted them on multiple occasions as we are still paying £168 per month for gas and electric on a standard tariff after being told there is a problem with their systems but my tariff will be backdated and be refunded the difference. I have now escalated this through to their executive complaints dept 3 wks ago and received a reference but still no one has contacted me to discuss it any further.

It is a nightmare contacting them as the message advises a 45 call wait time or 10-17 mins (such as today) but then after 30 mins of being on hold I give up. I am starting to think is a strategy of theirs!!!

I would change suppliers but want to wait until this is resolved otherwise I will not receive the refund of the difference from the standard tariff and price fix april 2015 for the past 5 months.

Has anyone else had this problem changing their tariff or getting a response from npower?

Hey twint,

I'm sorry to hear of the difficulties you've encountered trying to update your tariff and I'd like to help put this right for you.

Can you please send me an email (address in my profile) with your account information and I'll chase up the tariff change and ensure this is updated without any further delays.

Thanks

Leigh

peterwey

In February I received an email from npower confirming that that they had received my request to change from Price Fix August 2015 to a cheaper Price Fix May 2016. I was promised confirmation by post which did not arrive.

Today I twice spent an hour talking to npower and on both occasions I was assured the change would be made. On checking my on line account this evening I see that my tariff remains as it was in February ie Price Fix August 2015.

What can I do next?

Thank you.