Just realised Npower did not switch me to cheapest tariff!

isushi

I pay for gas and electricity bills for two houses (mine and to help relatives I pay for their's as well). In 2016 I was on NPowers Online Fix Dec 2016 deal for both houses. After checking their Online Fix Dec 2017 was the cheapest for both. I called them up to switch both and thought job done.

I was double checking the tariffs as the Online Fix Dec 2017 is coming to an end (feeling very smug that I was so well organised because I had Cheap Energy Club reminder) and it turns out that they only switched me to the fix for one house. The other house I have been on a standard tariff all this time!

I manage my account via the app and a single email account. I checked my emails. While I got a notification for switching to the Online Fix Dec 2017... I did not realise it was only for one house (in my defence there was also no email saying I was being switched to standard for the other house). Similarly, I did not check my statements properly. I would check for one house and everything was fine and then glance at the other just for the price... I looked closer and the other house's statement does say standard tariff.

I feel so stupid that I did not check both houses properly. I am going to phone Npower on Monday...

Any advice on what to expect? Am I going to have to accept my losses?

spiro

Highly likely.

macman

Probably, but you have nothing to lose by presenting your case, they might offer some sort of credit.

nPower

isushi wrote: »

I pay for gas and electricity bills for two houses (mine and to help relatives I pay for their's as well). In 2016 I was on NPowers Online Fix Dec 2016 deal for both houses. After checking their Online Fix Dec 2017 was the cheapest for both. I called them up to switch both and thought job done.

I was double checking the tariffs as the Online Fix Dec 2017 is coming to an end (feeling very smug that I was so well organised because I had Cheap Energy Club reminder) and it turns out that they only switched me to the fix for one house. The other house I have been on a standard tariff all this time!

I manage my account via the app and a single email account. I checked my emails. While I got a notification for switching to the Online Fix Dec 2017... I did not realise it was only for one house (in my defence there was also no email saying I was being switched to standard for the other house). Similarly, I did not check my statements properly. I would check for one house and everything was fine and then glance at the other just for the price... I looked closer and the other house's statement does say standard tariff.

I feel so stupid that I did not check both houses properly. I am going to phone Npower on Monday...

Any advice on what to expect? Am I going to have to accept my losses?

Hello isushi

Thank you for your post.

When you requested the tariff change, did you specify that both properties needed updating? Please email the address shown in our signature with the account numbers or addresses of the properties in question and we'll be happy to look into this with you.

Best wishes

Beth

isushi

nPower wrote: »

Hello isushi

Thank you for your post.

When you requested the tariff change, did you specify that both properties needed updating? Please email the address shown in our signature with the account numbers or addresses of the properties in question and we'll be happy to look into this with you.

Best wishes

Beth

Hello Beth, sorry for the delay in responding. I had phoned NPower and got through to a call centre that logged it. I was told someone would get in touch with me, but have not received a response yet.


Yes, when I did it I specified both properties. I will email across the details shortly.


Thank you in advance for your help!

isushi

Quick update - I just want to say that nPower have been amazing. Sent the email as Beth suggested. All resolved (property has now been switched to the proper tariff and backdated) and apology given from nPower.

It was very simple and quick too!

Thank you for your help nPower!