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Consumer Power: Have your say on energy contracts
Former_MSE_Wendy
Posts: 929 Forumite
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What this is all about[/title]
We think energy misselling is rife and want to pass your stories on to the energy regulator, Ofgem.
It's currently investigating whether npower, Scottish Power, Scottish and Southern Energy and EDF Energy are meeting their obligations (see MSE News story) but you can give stories on any provider as the info it collects during its investigation could lead to other areas that need looking into.
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How to have your say[/title]
For details of other ways to have your say see the Consumer Power! guide.
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Extra note for electric top up meter users[/title]
If you have an elecricity top ups meter, an estimated 85,000 households have been affected by a doorstep scam, find out more on what to do on the Top Up Safe site.
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We think energy misselling is rife and want to pass your stories on to the energy regulator, Ofgem.
It's currently investigating whether npower, Scottish Power, Scottish and Southern Energy and EDF Energy are meeting their obligations (see MSE News story) but you can give stories on any provider as the info it collects during its investigation could lead to other areas that need looking into.
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Post your miselling stories below, giving as much of the following info as possible, and we'll pass them on to the regulator.
- Date of contact: eg Jan 2010
- Type of contact: eg phone call, home visit, stall in a shopping center
- Name of previous provider: Which company you were with before the contact above
- Name of provider suggesting you move: Company name is fine here but if you have details of the salesperson that's useful too
- Details on why you think you were missold: eg what did the salesperson say to you, how did they compare the new contract to your existing one, did they ask for info on your current package, how did they try and convince you to move?
For details of other ways to have your say see the Consumer Power! guide.
[title=http://images2.moneysavingexpert.com/images/dp/wtd_underline.gif]
If you have an elecricity top ups meter, an estimated 85,000 households have been affected by a doorstep scam, find out more on what to do on the Top Up Safe site.
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Comments
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LETTER TO E.ON
Ref: your letter July 2010
Dear Sirs,
The referenced letter advised me that my existing tariff was close to ending and advised me that I would be switched to a new tariff; this EnergyOnline tariff has higher gas charges (next unit rate +3%) and lower total discounts (10% vs current 13.8%) meaning you were increasing my bills.
I checked your internet site and discovered an EnergyOnline 2 tariff which, although the gas increase remained, it had significantly better discounts (25.4% vs proposed 10%), meaning, if I switched, I could save money.
I want to know why E.ON feels it can fleece existing customers by switching them to an uncompetitive tariff. It is morally wrong to con customers this way, many of whom will trust your recommendations. This is just nasty greed.
Why was I not offered the EnergyOnline 2 tariff upfront? Your response will determine my choice of supplier.
E.ON REPLY
Unable to offer the EnergyOnline 2 tariff in the renewal letter. Agreed it was better than the rate to which I had been directed. I asked that my issue be logged.i.e. not only was it not offered but there was no mention of possible better terms.
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About every 2 years Scottish Hydro come knocking. The salesman says SH supply the rest of the industry and therefore one must be cheaper buying direct (cutting out the middlemen being the other suppliers); says they are a Scottish company and therefore profits stay in Scotland (the callcentre isn't in Scotland!); says the Scottish Government want people to be with SH.
All he needs is you direct debit amount and he does the rest - calculates your monthly amount and savings with SH, fills in the forms and phones the office for you to confirm the switch. All very easy.
He left the tariffs and I calculated my bills with SH compared to my current supplier, based on my actual usage. Guess what - SH were more expensive. Why? because they conveniently ignore any discounts you get for online management.
I immediately contacted them to complain about mis-selling - the salesman is to be trained properly - and cancelled my contract.
I know my 3 immediate neighbours had signed up and 2 cancelled - unfortunately the 3rd had gone on holiday.0 -
Hi capondoug
I'm sorry you feel we are trying to fleece you.
Thought it might help if I gave a brief explanation of what happens when an existing product ends.
It sounds as though you may be on the Energy Online Extra Saver (version 14) tariff. This ends on 1 September.
When a tariff comes to an end we have to put you on a replacement product to cover usage after this time.
As you already have an online tariff, unless you contact us, your account will automatically be placed on the standard online product after the current contract end date.
Our basic online product has no tie-ins, cancellation fees or restrictions leaving you free to change tariff/supplier at any time. Consequently, the discount is less than some of our other tariffs.
A letter will be sent confirming this and asking you to contact us if you would like to discuss other options
We have a number of other tariffs available with different discounts and T&C's which may or may not be acceptable. It very much depends on the requirements of the individual customer. These tariffs are all listed on our website or you can call us for the info.
On your current product, you receive extra discount for managing your account online.
One aspect of online management is checking the website to see if any of the offers/deals posted there are of interest. Therefore, we would expect you to be aware of the alternative tariffs as these are also included. It is possible to switch to another tariff online, too.
Again, I'm sorry you're unhappy with our renewal letter but hope this explains our approach to tariff changes. Give me a shout if you need any more details as will be happy to help.
Malc“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 -
RE: "We think energy misselling is rife and want to pass your stories on to the energy regulator, Ofgem."
What makes you think they will be remotely interested in "mere consumer stories"? It's about time the so called Regulator was obliged to listen to & communicate direct with consumers as at present they seem far to remote & disinterested in the realities of their so called regulation0 -
I think that the energy companies should reduce the amount of different tariffs that they have to one standard tariff.
They could then give a % discount depending on the way that payment is made.
Also make the doorstep callers carry a recording device so that what they say can be confirmed.
Next time the person from Hydro Electric comes to my door and says that because there is a label with Hydro Electric on my meter I must get my Electricity from them I am going to have my video camera running.
He didn't know what to say when I said it had property of Scottish Gas on my gas meter0 -
I became an Eon customer in 2006 when I moved to this council property. At the time Eon was quite competative and I after talking to Eon, they advised that it would be cheaper for me to go on their duel fuel package. I liked the fact of getting everything from one provider and was told their was a discount for this.
I had no idea at this point what my consumption was, as it was my first house, as apposed to a flat, and with 3 children , I was ' told' what this may be roughly and was put on a plan of paying £60 per mth..... I did this for over a year with no issue, then I was written to and asked in increase my payments to over £70, which again i did as advised.
Later that year, out of the blue, I got a letter TELLING me DD had to be amended to £222 per mth, to cover my debt and my ongoing consumption.
I had to later agree to a pre-payment meter to stop action being taken against us on a vey large debt that was accumulated...... me and my partner agreed to what ever was needed to stop action. I had just gone back out to work after maternity leave and couldn't beleive it. 2 yrs + later, were still paying off the debt on these two meters having to put in on average £14 per week per meter into one meter (elec) it's a nightmare
Eon have stopped their standing charge, but even if their is a better supplier, could not change over as we are on a meter and owe debt to our current provider.......Paula0 -
pannetteb - that cant be the full story. - did you check your bills during this time? a lot of DD customers dont bother to do this as they assume the onus is on the utility company to do this. If you checked your quarterly statement you would notice your debt getting bigger and bigger.
Eon would never have forced you into a PPM if you were paying by DD.
If Eon sharply increased your DD then you had the opportunity to call them and discuss this, and discuss a compromize on a new figure.
They are the most reasonable of the big 6 energy companies.
They have the best net promotor score and they have a common sense approach to customer services.0 -
I think there are two sides to a story, companys get bills wrong and should be made to correct. However their are a lot of people that signup for things without the intention to pay like loans etc. Suppose what you have to ask is how can something be 100%, our day and age is to shy away from responsability. Any sales person caught should be sacked0
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Hi Maddipops,
would you care to back up why you think e.on is the most reasonable of the 6 energy companies? Have they topped any customer satisfaction surveys recently - the one that springs to mind is the recent uswitch one.
If you work for eon, you need to make it clear. eon has (quite decent IMO) official reps on this website and i assume you are here in a non official capacity.0 -
I had to later agree to a pre-payment meter to stop action being taken against us on a vey large debt that was accumulated...... me and my partner agreed to what ever was needed to stop action. I had just gone back out to work after maternity leave and couldn't beleive it. 2 yrs + later, were still paying off the debt on these two meters having to put in on average £14 per week per meter into one meter (elec) it's a nightmare
Eon have stopped their standing charge, but even if their is a better supplier, could not change over as we are on a meter and owe debt to our current provider.......
Hi pannetteb
Sorry for the delay replying. Just a couple of things that might help.
Check how much we are taking each week for the debt. You can see this by looking at the settings on your meter.
If you have a standard key meter, keep pressing the blue button until setting T is displayed (the key will need to be inserted). This will tell you the weekly collection rate.
Give us a call if you are struggling with these payments. It may be possible to reduce them; although this will extend the time needed to clear the debt.
You may still be able to change supplier even though you have a debt on the meter. This is through a process known as the Debt Assignment Protocol (DAP).
Basically, if a prepayment customer has a debt of £200 or less and wants to change supplier, the new supplier must take on the debt. This process applies to all suppliers and is enforced by the industry Ombudsman, Ofgem.
If you would like to change supplier and qualify to do so under DAP, please ask your preferred supplier to apply to take over the supply under these terms.
Finally, although we have removed the Standing Charge from our gas prepayment product, I'm afraid it remains in place for our prepayment electric product.
Hope this is useful pannetteb. Give me a shout if you need any more details as will be happy to help.
Malc“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
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