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I think the thread started by Eon and including a new customer based approach (charter) should be kept free of detailed problems.
We should measure Eon's pledge on big ticket items of policy. Let's see in two months time what changes occur and whether they are fair and reasonable.
Although not an exhaustive list, I posted some of these policy issues above which (to me) are non customer friendly and in some cases non compliant with their Licence. Please add any others.What is Eon's response?
Helena et al do a good job here but lets judge Eon and not the nice friendly face the Reps portray.0 -
Morning guy's
Thank you all for your feed back and ideas, as always I have passed these on for you.
Also, for those of you that are our customers you can apply to join the your say panel, it's in my link on the first post.
Thanks
Helena
“Official Company Representative
I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
Having increased my DD from £82 to £100 in September coinciding with the price increases and the ending of my previous tariff, I've today received notification of a DECREASE to £70.
No doubt this is due to my higher than expected credit balance, at least partially due to the milder November than last year (I used 43% less gas this November than last). But the true monthly payment calculated by dividing my last 12 months usage by 12 should be about £90. So it will no doubt go back up again after the Spring review.0 -
We have released this to the press today, for your info here it is..
07 February 2012 11:29
E.ON responds to customer feedback and announces improvements to its Direct Debit policy
As part of its recently announced Reset Review, E.ON has today (TUESDAY) announced an overhaul of its Direct Debit policy. The move follows feedback from E.ON's 28,000-strong YourSay customer panel, the Independent Customer Council and consumer organisations.
E.ON manages its customers' Direct Debit payments to make sure that they reach a zero balance at the time of their annual Spring Review. However, customers who joined the company in the second half of the year told E.ON they were unhappy as they had not been able to build up enough credit over the summer months to cover their higher winter energy use. This meant some customers needed to pay disproportionately high monthly Direct Debit amounts for their first few months after joining E.ON.
E.ON has therefore changed its Direct Debit process so that any customer who joins in the second half of the year is given up to 18 months to get their Direct Debit accounts to a zero balance.
Tony Cocker, Chief Executive of E.ON, said: "We recognise that our Direct Debit policy was causing problems for some of our customers and so this is the first step in improving this.
"We'll now look at further improvements, including giving customers more choice about how we deal with any over or underspend at their annual review and allowing customers' Direct Debit levels to immediately reflect any change in circumstances which may affect the amount of energy they're using.
"We welcome all feedback from our customers - be it good or bad - and it's only by listening to our customers that we can deliver real and meaningful improvements in our services and processes."
E.ON is inviting customers to have their say with our YourSay panel.
“Official Company Representative
I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
E.ON manages its customers' Direct Debit payments to make sure that they reach a zero balance at the time of their annual Spring Review. However, customers who joined the company in the second half of the year told E.ON they were unhappy as they had not been able to build up enough credit over the summer months to cover their higher winter energy use. This meant some customers needed to pay disproportionately high monthly Direct Debit amounts for their first few months after joining E.ON.
They wouldn't have been so unhappy if this had been explained to them prior to signing up.
Can customers now expect contracts that will only run until the spring. E.g join Nov 12 and contract until April 2014 with high early termination conditions?
In what way does this benefit customers.
In what way does this benefit E.On?As part of its recently announced Reset Review, E.ON has today (TUESDAY) announced an overhaul of its Direct Debit policy. The move follows feedback from E.ON's 28,000-strong YourSay customer panel, the Independent Customer Council and consumer organisations.
I think The Times have it correct in their article of today. It is because of recent pressure brought by MSE, Consumer Focus and The Times that a (mal) practice which E.On have had in place for almost three years has finally been exposed."We'll now look at further improvements...."
Here's a suggestion.
Align everyone to achieve a zero balance on the 12th consecutive DD payment following their signup date.0 -
DirectDebacle wrote: »They wouldn't have been so unhappy if this had been explained to them prior to signing up.
Well done.
The "short year" syndrome is indeed one issue. Another issue however which is not yet addressed is the (IMO) full explanation required by SLC27.14 regardless of "spring" or "18 month" alignment. I cannot speak for E.ON though I recognise this in E.ON customer posts, but in the case of Edf, projected consumption assumptions appear to be based on last year's exceptionally severe weather (at least a 20% excess) and appear to be hardly influenced by actual customer reads. Also missing is a formal explanation regarding the seasonal weighting employed. Edf offer no explanation, E.ON only a "twitter table" of unknown provenence (though IME "accurate").
Meanwhile Ofgem (correctly) states that Edf reviews after every customer read. No idea where Ofgem got that from as its not what the Edf online information states:D.
PS DirectDebacle, do you have a means (other than subscribing online or buying the paper) of accessing Times articles?0 -
Proof of the pudding will be seen in due course, including proper explanation of any ongoing DD increases. Up to now only generic explanation has been given rather than the required information.
Eon know full well that it is the efforts, determination and diligence of ordinary MSE Campaigners and Posters which has brought about this partial change.
It does like damage limitation now we have finally got Ofgem sniffing round.
Pretending it results from a wider consultation is pretty shoddy and shows the 'reset initiative' has not extended to the PR Department.....:)0 -
PS DirectDebacle, do you have a means (other than subscribing online or buying the paper) of accessing Times articles?
Unfortunately not. Subscription is ongoing so for a one off you have to remember to cancel the subscription and the minmum access is for 1 month. Used to do a 24 hr pass for £1.00 and before that it was free. Shame.
Not much cheaper to buy a paper but it is then yesterdays news. The online article I mentioned was online before the E.On rep posted here.
Hope someone at Ofgem reads The Times. It is just over 2 years since SLC 27 introduced. Perhaps Ofgem would like to consider examining how it is working.0 -
Good plan.E.ON has therefore changed its Direct Debit process so that any customer who joins in the second half of the year is given up to 18 months to get their Direct Debit accounts to a zero balance.
In fact, I believe I suggested this way back when... 0
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