I now have to type in a GREEN code: etcherpr
A reply from npower (NPREF:LE-97882602)Tuesday, 27 July, 2010 11:45From: "helpline@npower.com"
Our Reference Number: 97882602
Good Morning Miss Gyde
Thank you for your email regarding complaint reference 97527151.
I am sorry that you did not feel that all the points in your previous email were fully answered so I have therefore sent the details of your complaint to our manual billing department and have asked for your account to be completely rebilled from the opening reading that we hold for you to the most recent read you gave to us of 1290 taken on the 20/07/10. Someone from our manual billing department will be in touch with you once this has been done.
Regarding the tariff that we are billing you on. We do have a cheaper alternative and this is normally only available to customers who sign over to npower via the internet. This is our sign on line 19 tariff and came into effect on the 05/07/10. If you decided to opt for this tariff then we would as a gesture of goodwill re-bill your account on this tariff from the 05/07/10. I am afraid that we would not be able to backdate this any further than the 05/07/10 as the tariff did not exist prior to that date.
The unit prices that we would be charging you for gas would be 4.660p for the first rate units and then 2.572p thereafter. If you decided you would like to change your electric to this tariff also then the prices for this would be 15.16p for the first units and then 7.73p thereafter. The prices quoted are excluding VAT.
In order to qualify for this tariff however the account must be paid by monthly direct debit and must also, if it is not the case already, be on paperless billing. This tariff also carries a cancellation fee of £20 per fuel should you change your mind anytime between signing over for this and the 30/09/2011. This would include moving your accounts to another service provider.
Should you wish to go ahead with the offer of backdating this to the 05/07/10 then as we do not appear to have a firm reading for that date we would need to estimate this on your behalf. The estimated reading would be based on gas & electricity if applicable that you have previously used.
The full details of the terms and conditions for this tariff are readily available on our website www.npower.com.
If you do decide to go ahead with this tariff then please contact us at your earliest convenience and we will be happy to apply this for you. Our number here is 0845 070 4856 and we are open from 8:00am to 8:00pm Monday to Friday and 8:00am to 6:00pm Saturdays. Alternatively we can deal with your request via email.
Kind regards
Melanie Underwood
npower Customer Service
No comments:
Post a Comment