Given the wrong information from NPower twice

w00519772

My fixed rate expired at the end of July. I contacted NPower on Monday evening and I was advised to move to the Price Fix April 2021. I was told the unit prices/KWH for gas and electric and also the standing charge per day for each. I was told the total cost per year based on my current usage (from my current bill). I said I would think about it.

I contacted USwitch and could not find a better deal (their best deal was about £5 more expensive so I decided to stay). I then called back (by chat) the next night and was told that all the information I was given was wrong (the chat dialect was checked) and I was given an apology. I was told that the price was actually £115 more than I was quoted. I said I would think about it. I contacted USwitch again and the cheapest offer was about £30 cheaper at that time, however it would mean that I would lose my smart reader so I declined.

I contacted NPower to switch to the tarriff they recommended and I was told that the second person made a mistake and it actually costs another £130.

Therefore the NPower deal was £245 more than I was quoted on the first chat. NPower advised me to make a complaint, which I did and the complaint officer called today and offered me £15 compensation. I am debating whether to accept it or complain to the energy ombudsman.

Biscuit_Tin

w00519772 wrote: »

My fixed rate expired at the end of July. I contacted NPower on Monday evening and I was advised to move to the Price Fix April 2021. I was told the unit prices/KWH for gas and electric and also the standing charge per day for each. I was told the total cost per year based on my current usage (from my current bill). I said I would think about it.

I contacted USwitch and could not find a better deal (their best deal was about £5 more expensive so I decided to stay). I then called back (by chat) the next night and was told that all the information I was given was wrong (the chat dialect was checked) and I was given an apology. I was told that the price was actually £115 more than I was quoted. I said I would think about it. I contacted USwitch again and the cheapest offer was about £30 cheaper at that time, however it would mean that I would lose my smart reader so I declined.

I contacted NPower to switch to the tarriff they recommended and I was told that the second person made a mistake and it actually costs another £130.

Therefore the NPower deal was £245 more than I was quoted on the first chat. NPower advised me to make a complaint, which I did and the complaint officer called today and offered me £15 compensation. I am debating whether to accept it or complain to the energy ombudsman.

The ombudsman will not entertain any complaint until you have exhausted the supplier's own complaint procedure.