Tariff removed after switch request

robk456

I started a switch to npower - Online Price Fix August 2017 for my gas supply on 26/7 through the cheap energy club. I've now created my npower online account and it's listing my tariff as "Fixed Energy Online August 2017 Gas DD" which is a different and more expensive one. I've checked and the tariff I wanted was removed on 28/7. Will I still get it since my request was before then, or should I cancel my switch?

Former_MSE_Laura_B

Hi robk456,

If you applied for the tariff before it was taken down, then you should still be able to get it.

If you want us to have a look into this further for you, send us an email to energyclub@moneysavingexpert.com

Thanks,
MSE Laura

footyguy

robk456 wrote: »

I started a switch to npower - Online Price Fix August 2017 for my gas supply on 26/7 through the cheap energy club. I've now created my npower online account and it's listing my tariff as "Fixed Energy Online August 2017 Gas DD" which is a different and more expensive one. I've checked and the tariff I wanted was removed on 28/7. Will I still get it since my request was before then, or should I cancel my switch?

The supplier will presumably attempt to charge you based on the tariff they have advised you, and provided you with 14 days to change your mind.

However, as MSE Laura says, you should be charged based on the tariff you actually applied for (even though it has since been removed)

This may need MSE to help you, but ultimately you'll only get it if the supplier agrees to honour it (which they should) - normally it isn't an issue with tariffs being removed; you should get the tariff you applied for. But keep that 14 day cooling off period in your mind as it could be the best exit strategy if the supplier is not willing to correct your tariff accordingly ... and swiftly.

robk456

Thanks for the reply, Laura. Npower's online chat person said the tariff will change when the switch goes through but I'm somewhat skeptical. Would it be too late to do anything I waited until then?

footyguy

robk456 wrote: »

Thanks for the reply, Laura. Npower's online chat person said the tariff will change when the switch goes through but I'm somewhat skeptical. Would it be too late to do anything I waited until then?

The problem with online chat is you rarely get a written record.

Having said that, I was dealing with one supplier (BT?) who said they do provide written records on request. I don't know if nPower will provide something similar.

So unless you have a written record, I would suggest you try and get one, or at least confirmation in writing of what you claim was agreed. You may need it in future should a dispute arise.

Otherwise, all you have is the 14 day cooling off period to rely upon.