Call our customer services line 03300 414 902, we will investigate the problem with you and ensure you are back on supply as soon as possible.
The most likely reasons are
- There is an issue with the meter, in these circumstances, we will arrange for an engineer to attend your home within 3 hours from the time of your call to fix or replace the meter.
- The meter has run out of credit, in which case you would need to top up. Usually, in these circumstances, you will have also used up your emergency credit. Therefore, when topping up you will need to credit the meter with your usual amount e.g. £10 plus an additional £5 to reimburse the emergency credit used.
I have received a notification from Nabuh Energy that I am leaving/have cancelled my account. However, I have not asked to cancel my supply nor have I agreed to switch to another supplier what do I do next?
At Nabuh Energy, we would never cancel a customer’s account without their instruction either via phone call or email. Therefore, if you have received communication from us regarding your wish to leave, this may be because another member of the household has entered into an agreement with a different provider, or an alternative provider is trying to take over your supply in error.
If you do not wish to leave, contact our customer service team on 03300 414 902 or email@example.com so that we can make the necessary arrangements to ensure you remain with Nabuh.
If you are within your 14 days cooling off period, (14 consecutive calendar days from the date that you agreed to switch, NOT 14 working days) you must call our customer service team and notify them of your wish to cancel.
If you are outside the 14 days cooling off period, After agreeing to our terms and conditions, all customers are required to stay with us for a minimum of 28 days from your initial start date. Once the 28 days is over you will then be able to contact a new energy company to begin the switch of your supply.
Direct debit customers, cancelling your direct debit mandate will not be accepted as notification of your wish to cancel your switch. You must call the customer services team and instruct them accordingly.
NO – credit is non-transferable between two suppliers, you should run down any remaining credit on your current supplier prepayment key/card before inserting your new Nabuh key/card.
If your circumstances change or you can’t afford the agreed regular repayment amount, please contact our customer care team. We’ll try to agree on a new debt repayment level with you and arrange for the prepayment meter to be adjusted to collect the new agreed regular repayment amount.
If you need impartial advice, you can contact the organisations listed at the end of this document. They can help you understand how much you can afford to pay and we’ll work together with them to agree on an acceptable regular repayment amount based on the advice that they give us
You will be sent an email giving you the link to register for an online account on email when you first sign up with Nabuh Energy.
If you have not received the email, or cannot find it, please contact our customer service team, who will resend the email out to you: firstname.lastname@example.org or 03300 414 902.
Nabuh Energy do not charge any transaction fees, however some banks may apply this. Please contact your bank if you have any questions or clarification around any fees.
Once the debt has been repaid, the prepayment meter will continue to allow you to pay for your energy in advance and you’ll only pay for the energy you use along with the daily standing charge. If your prepayment meter doesn’t automatically reset, please contact our customer care team. Once your meter has been reset we’ll send you an updated statement.
If we change our prices for your tariff, we’ll update the tariff on your prepayment meter. If the change is a price rise, we’ll give you 30 calendar days’ advance notice of this. If you don’t want this price rise to be applied to you, you can switch to another Nabuh Energy tariff or switch to another supplier by telling us (either by phone or in writing) before or on the date the price rise is due to take effect. If you choose to switch to another supplier, you’ll need to arrange for your new supplier to take over your energy supply within 20 working days of the date on which you told us you wanted to switch. You can then leave Nabuh Energy without the price rise being applied to your account.
As a prepayment customer, if you’re repaying a debt to us of £500 or less and your new supplier agrees that you can repay the debt to it rather than to us, we won’t object to your switch. If you want to switch and your debt is more than £500 and we object, you have 30 working days from the date we tell you that we have objected to repay the debt above £500 to bring it to or below that level. Once you’ve done this you can complete the switch without the price rise being applied to your account.
If the change is a price reduction, this will take effect on the date that we tell you it will take effect
Your prepayment meter features an emergency credit facility. This will provide you with a certain amount of extra credit once any other credit that you have bought for the meter has been used.
We recommend that this is only used as a last resort where you are temporarily unable to buy credit for whatever reason.
If you use all the emergency credit and don’t buy more credit, the prepayment meter will self-disconnect which means that you won’t be supplied with energy until you buy more credit. To reconnect your supply, you’ll need to buy enough credit to cover the amount of the emergency credit used plus at least £1.
Please note that the prepayment meter will continue to take payment for the standing charge and any outstanding debt which you’re currently repaying to us while it’s running on emergency credit.
We’ll send you a statement of account annually or when you ask us to send you one. This will give you details of your energy usage, what payments you’ve made and any debt which may be outstanding.
If you switch to another supplier, we’ll send you a final statement based on the final meter read that you give us within 6 weeks of the switch being completed. You must pay any outstanding debt in full before we’ll agree to the switch unless it’s £500 or less and your new supplier has agreed that you can repay that debt to it rather than to us.