Issues with moving home and npower!

FreddieFrugal

Hello,

We moved home in April to a home that was set up with British Gas as suplier. I called npower (suppliers at the old property) and asked to move supply over to them and keep our fixed tariff. Which they said was fine. Should all be sorted within a few weeks.

Well electricity was switched very quickly within a couple of weeks. But no sign of gas a month later, so I called again. They said it was down as in progress and should have happened a few days before I called. Was promised compensation if it wasn't sorted within the next couple of weeks for any difference in price we'd paid to British Gas during that time.

Another month passed and still no sign of the gas being switched. Called again, was passed around between people and was eventually hung up on during a transfer.

Left it another few weeks and called again. This time person said she would have to email someone or other to find out what was happening and would then call me back to let me know the result.

No call but the next Monday I received an email from Npower saying that unfortunately they were having problems setting up the gas (as if I hadn't already figured that out) and as a result would be cancelling the gas account.

This would therefore affect the price I'm paying for electricity as any bonus from dual fuel/direct debit would be lost.
It's now 5 months since I asked to switch.

Anyway I've checked today and their services are down for the weekend, really don't have the time to be wasting over this.

I'm thinking of just switching everything to a different supplier. But I wanted to be certain that what I was told in the email was true before I try doing anything that could confuse things further.

Any advice would be much appreciated. Would I be due any form of compensation over this? Although that's not my main concern, just want to be getting best deal I can on the energy.

Thanks

jbainbridge

Find the number for the complaints team on their website and call them. Start a complaint and deal with no one else.

If after 60 days it still isn't sorted - start a case with the ombudsman.

Been there - it's very frustrating.

naedanger

IanRi wrote: »

Hello,

We moved home in April to a home that was set up with British Gas as suplier. I called npower (suppliers at the old property) and asked to move supply over to them and keep our fixed tariff. Which they said was fine. Should all be sorted within a few weeks.

Well electricity was switched very quickly within a couple of weeks. But no sign of gas a month later, so I called again. They said it was down as in progress and should have happened a few days before I called. Was promised compensation if it wasn't sorted within the next couple of weeks for any difference in price we'd paid to British Gas during that time.

Another month passed and still no sign of the gas being switched. Called again, was passed around between people and was eventually hung up on during a transfer.

Left it another few weeks and called again. This time person said she would have to email someone or other to find out what was happening and would then call me back to let me know the result.

No call but the next Monday I received an email from Npower saying that unfortunately they were having problems setting up the gas (as if I hadn't already figured that out) and as a result would be cancelling the gas account.

This would therefore affect the price I'm paying for electricity as any bonus from dual fuel/direct debit would be lost.
It's now 5 months since I asked to switch.

Anyway I've checked today and their services are down for the weekend, really don't have the time to be wasting over this.

I'm thinking of just switching everything to a different supplier. But I wanted to be certain that what I was told in the email was true before I try doing anything that could confuse things further.

Any advice would be much appreciated. Would I be due any form of compensation over this? Although that's not my main concern, just want to be getting best deal I can on the energy.

Thanks

npower's complaints process is here:http://www.npower.com/home/help-and-support/contact-us/complaints/complaints-handling-policy/

I suggest you put your complaint in an email to the following address: complaintsteam@npower.com That way you have evidence of what is said and don't need to keep repeating yourself.

Be clear to say what you want them to do.

When they reply you can post back here if you want further advice.

What did they say was the problem with switching the gas supply? You probably want to find that out before attempting to switch to another supplier in case you have the same problem there.

nPower

IanRi wrote: »

Hello,

We moved home in April to a home that was set up with British Gas as suplier. I called npower (suppliers at the old property) and asked to move supply over to them and keep our fixed tariff. Which they said was fine. Should all be sorted within a few weeks.

Well electricity was switched very quickly within a couple of weeks. But no sign of gas a month later, so I called again. They said it was down as in progress and should have happened a few days before I called. Was promised compensation if it wasn't sorted within the next couple of weeks for any difference in price we'd paid to British Gas during that time.

Another month passed and still no sign of the gas being switched. Called again, was passed around between people and was eventually hung up on during a transfer.

Left it another few weeks and called again. This time person said she would have to email someone or other to find out what was happening and would then call me back to let me know the result.

No call but the next Monday I received an email from Npower saying that unfortunately they were having problems setting up the gas (as if I hadn't already figured that out) and as a result would be cancelling the gas account.

This would therefore affect the price I'm paying for electricity as any bonus from dual fuel/direct debit would be lost.
It's now 5 months since I asked to switch.

Anyway I've checked today and their services are down for the weekend, really don't have the time to be wasting over this.

I'm thinking of just switching everything to a different supplier. But I wanted to be certain that what I was told in the email was true before I try doing anything that could confuse things further.

Any advice would be much appreciated. Would I be due any form of compensation over this? Although that's not my main concern, just want to be getting best deal I can on the energy.

Thanks

Hi IanRi

Thanks for your post.

I'm sorry to learn that there's been a technical issue and we're unable to transfer your gas supply to us. This normally relates to a supply which is "off the grid", known as an Independent Gas Transporter.

In relation to the tariffs, I can confirm we no longer offer any dual fuel discounts as this is unfair to those with electric only properties. Any Direct Debit discount is included as a reduction to our daily standing charges.

In terms of compensation, if you have been financially disadvantaged as a result of npower not being able to transfer your gas, if you can send us copies of your energy bills from your previous supplier up until the date you either switched to a more beneficial tariff with them or switched to another supplier, we'll be happy to reimburse you for the difference between what you've been charged and what you would have been charged had npower transferred your gas correctly.

If you can forward this information to me using the details on our profile, I'll be happy to calculate this for you. Please mark it for my attention so I know to pick it up and advise you contacted via MSE. With regards to the information I need, copies of bills from your supplier are the best way to do this, as it includes dates, meter readings and charges for the period concerned.

Regards

Jess