Since trying to change from npower to a cleaner energy provider, Good Energy, last September I have received no fewer than 25 identical letters from npower offering to “do everything we can to make your switch go smoothly”, while pleading with me not to make the switch and/or to await their final bill. Yet, at the same time, I have received a letter informing me that its system is currently unable to work out a final bill. IW, Barnet, Hertfordshire
Oh the joys of switching … we contacted npower which admitted there had been a bit of a mix-up. It transpired that there was one gas supply that was taken over as planned by the new supplier in October 2015, but there were two electricity meters and therefore two accounts – only one of which was taken over by Good Energy, the other remaining with npower. This was because Good Energy only requested the one supply. To resolve the problem npower needed to arrange for the already transferred electricity account to be returned.
It is the rule that only when it has all the accounts back under its control, can a firm look at fully closing them so the switch can be completed.
Npower said: “We are sorry to see the issues IW has had but these will be easily resolved. Once his new supplier has returned the electricity account to us we can then correctly close both the gas and electricity accounts.”
A so-called “erroneous transfer” can take up to eight weeks to complete, so hopefully this should be done by the beginning of February. Npower has promised to keep you updated.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
