Erroneous transfer question

robk456

I started a switch to Npower last year and to cut a long story short, they switched a neighbour's meter instead due to the address being very similar. They initiated the erroneous transfer process to switch the neighbour back to their original supplier, but this is taking a very long time.

Npower says they cannot continue with my own switch until the erroneous transfer is completed, but is this really true? Since they are different meters I don't see any reason why they can't do both at the same time.

nPower

robk456 wrote: »

I started a switch to Npower last year and to cut a long story short, they switched a neighbour's meter instead due to the address being very similar. They initiated the erroneous transfer process to switch the neighbour back to their original supplier, but this is taking a very long time.

Npower says they cannot continue with my own switch until the erroneous transfer is completed, but is this really true? Since they are different meters I don't see any reason why they can't do both at the same time.

Hi robk456,

Please contact us using the details on our profile page so we can provide further information regarding the Erroneous Transfer.

Thanks

Jen

Johnster

I switched to npower 3 years ago and they messed up my direct debits so I under paid and then they put me on their debt management payments but didn't collect those and so the debt got worse. It ended up at nearly £700 for which I got £100 deducted as compensation but I still had to pay the rest, rightly so as I had used the energy, but it meant big bills for 6 months whilst I cleared it off.

In the process of switching from them now as my fixed price ends in March. I hope my new provider has better customer service and agents who follow through with their promises of action rather than me thinking it is all sorted at the end of the phone call and then finding out at the next billing period it has actually got worse!

footyguy

robk456 wrote: »

I started a switch to Npower last year and to cut a long story short, they switched a neighbour's meter instead due to the address being very similar. They initiated the erroneous transfer process to switch the neighbour back to their original supplier, but this is taking a very long time.

Npower says they cannot continue with my own switch until the erroneous transfer is completed, but is this really true? Since they are different meters I don't see any reason why they can't do both at the same time.

The supplier will not usually provide details about your neighbours account.
I would usually suggest a person who suffers an erroneous transfer contacts their original supplier to enact the reversal, as they have a vested interest in getting the customer back.
However, customers can choose either supplier to progress the ET.
I would suggest your neighbour contacts nPower and raises a formal complaint against them. That will give them 8 weeks to resolve the matter, or your neighbour can then go to the ombudsman service.
Whatever the outcome, where an ET occurs, the customer is put back in same positiuon they would have been in had the ET not occurred.
i.e. they pay the original supplier, not the new supplier, for the entire consumption. Difficulties may occur as the orginal supplier may for example stop collecting DD payments whilst the new supplier has the supply. Further difficulties can also arise if, for example, the customer was on a fixed deal with teh old supplier that comes to a planned end during the whole ET period.

In regards to your own supply, I cannot see any reason why the supplier cannot take over your supply whislt they resolve the ET.
But do you still want them to baering in mind the service level they have shown you so far???
Perhaps consult a comparison site and find yourself an alternative supplier & tariff?

(It may be worthwhile findout out how the ET occurred. If, for exmaple, it is because your meter is incorrectly registered, you need to get that resolved first otherswise the same will happen again. Only your current supplier can resolve such an issue)

Edit: I remember from your earlier thread that it must be a good 7 months since you originally applied for the nPower tariff, a tariff that would in any event end in 6 months time.
It ain't going to happen is it?
Are you still paying your existing supplier? If so, what tariff are you on? Please dont say it's their default standard variable rate tariff (probably their most expensive)

https://forums.moneysavingexpert.com/discussion/5503559

robk456

Thanks for the replies. The original switch was meant to have been in September. They started the ET in November when it transpired that they had the wrong meter, and I have just heard this week that the neighbour's former supplier have rejected it for some reason. Now npower say they have to start the whole process again.

My own supply is with Eon and it is unfortunately their standard tariff, which is double what the npower tariff costs. Npower say they will pay the difference once it is all sorted, which is the only reason I haven't canceled the whole thing.

dogshome

The rule with ER's is that the affected customer/s should suffer no financial disadvatage
1) You have lost the tariff you applied for, which would have much cheaper than those on offer today
2) You are presently paying Eon's 'Standard Variable' tariff, ( The Most Expensive).

"Npower say they will pay the difference........"?
Get this in writing - Npower have huge problems with just normal billing, heaven only knows how long they will take to sort this.
It has already taken 5 months, so that you can take it to the Ombudsman you must WRITE a letter headed Compliant to Npower, listing the important dates and asking them how they will "Calculate the difference" that they have promised to pay you, and do they require copies of Eon's Bills.

The underlined wording is important - If this goes to the Ombudsman you need written evidence the offer was made

robk456

I have an escalated complaint in the system already which I logged using Resolver. This is what they said about the compensation:

"I acknowledge your comments regarding the financial loss received due to paying a higher priced tariff with E.ON Energy. For this type of complaint, once all corrective actions have been complete we would be able to calculate the difference in what you have been charged with E.ON Energy and compare this with what you would have been charged on our Online Price Fix August 2017 tariff, covering the period of 6 September 2016 when you supply was meant to join us to the date the correct gas actually joins. When you have received the final bill from your previous supplier, we will need this to be sent to us so the calculation can be complete."

I would hope that calclulate the difference means they will pay the difference, although the wording seems to leave a bit of room to wriggle out of it.

dogshome

Sounds Good, but check n'powers calculations by keeping all of Eon's Bills and do them yourself, bill by bill