Eon launch of FixOnline v6

KimYeovil

DirectDebacle wrote: »

And if it is applied what then? Any complaint will be met with the answer 'its in the T&Cs'.

The point is if there is a penalty clause it should be applied evenly to all accounts and the customer should know what will happen as a result of breaching the T&Cs, not what may or might happen.

Sorry, Debacle, but I do not agree that this is unreasonable. Or ambiguous.

Any reasonable customer will assume that such a penalty will be applied.

E.ON_Company_Representative

Pincher wrote: »

Maybe this has something to do with it:

"Please note that you can only change your product online twice every three months."

The online restriction to changing tariff online isn't connected to the cancellation fee.

The restriction is in place to ensure that customer won't receive complicated quarterly bills with high numbers of tariff changes on.

We ask that if a customer wishes to change tariff again after the restriction that they do this by calling us so we can discuss this with them.

Brian

hgm

I also telephoned first and was told that the penalty is only charged if you change supplier and not for a change of tariff.
If E-ON are going to charge for a change of tariff, I might just as well change supplier and get cashback from Quidco - I then make a profit and E-ON lose a customer.

DirectDebacle

KimYeovil wrote: »

Sorry, Debacle, but I do not agree that this is unreasonable. Or ambiguous.

Any reasonable customer will assume that such a penalty will be applied.

The T&Cs (contract) are legally binding and their wording is carefully framed by lawyers. Therefore a reasonable person should have no need to assume anything.

They know that such a penalty may be applied. This wording is deliberately wooly and gives E.ON the apparent right to randomly apply charges to accounts as they see fit.

Even the E.ON rep does not know how this clause operates and does not know if their reps are giving customers correct advice in respect of it.

Clearly it is causing confusion which could be avoided by changing the word from may to will or not having the clause in the first place.

KimYeovil

But if they use 'will' instead of 'may' then only bigmouths will be treated fairly. The vast majority of passive consumers will take it on the chin. Whereas with the word 'may' it is more likely the consumer will plead their case when appropriate.

DirectDebacle

The point is to remove the confusion that this clause causes. If it is changed to 'will' then it applies to all customers, irrespective of the size of their mouths.

It can then be properly challenged as to whether it is fair or not, by the 'bigmouths'.

I take your point. My gripe is the (deliberate) lack of clarity used by suppliers, not just in T&Cs but in their marketing methods in general. Many people (I include myself) do not possess your depth of knowledge and it is they who need a fair, clear and honest description of what they are buying.

tweatee

My fixed tariff ends march this year so if i switch before then will i incure a charge?
EON have suggested some tariff's what i might be interested so if i choose one will i be charged?

DirectDebacle

tweatee wrote: »

My fixed tariff ends march this year so if i switch before then will i incure a charge?
EON have suggested some tariff's what i might be interested so if i choose one will i be charged?

Here is the answer given by the EON rep:

Quote:
Originally Posted by june.elizabeth
I do not think you pay the penalty unless you change supplier. I have just switched from 5 to 6 with no penalty



Hi june.elizabeth,

The FixOnline T&C about cancellation fees applies to both changing supplier and changing tariff. As it states this charge may be applied.

At present it seems you've not suffered this charge, bear in mind this may not have been instantly applied when you switched tariff, and may not even be applied at all, however it may be picked up at a later date.

I feel the advice you were given over the phone was inaccurate. Alternatively the agent you spoke may have waived the charge when you called in.

Keep an eye open over the next few weeks, to see if it's applied.

Brian



“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 [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL] This does NOT imply any form of approval of my company or its products by MSE"

Now what could be clearer than that. If you are not sure send them an email or letter asking for clarification. At least then you will have something in writing.

E.ON_Company_Representative

tweatee wrote: »

My fixed tariff ends march this year so if i switch before then will i incure a charge?
EON have suggested some tariff's what i might be interested so if i choose one will i be charged?

Hi Tweatee,

If I'm right it sounds like your tariff that is coming to an end soon is either Capped version 8 or version 9 (you would have taken this Cap out in 2006).

If so, neither of these tariffs carry a cancellation fee, so if you find the right tariff you can change without incurring a charge.

Brian

Geoffo_M

DirectDebacle wrote: »

It is a good job we have a powerful regulator in Ofgem that work tirelesssly on behalf of consumers and in the next 15 years or so will stamp out these ludicrous marketing ploys.:(

Nice one!

And I agree, there should be NO ambiguity in the contract. I have just changed from fixonline3 to fixonline6, and it seems wrong that I now have to wait to see if Eon decide to charge me £30 or not.