Changing tariff with E.ON - with IGT

RobertinHerts

Having recieved a letter stating the E.ON fixed rate was due to end and the family member would be put on a new fixed rate unless they requested a change I checked MSE.

I then looked at the comparison sites and E.ON's website, which merely said 'phone us', i.e. no tariffs listed.

We were only looking to review the Gas tariff and they recommended 'Energy discount'. However when the letter arrived there were a number of aspects (3) which they failed to mention on the phone. One of which was the 'Independent Gas Transporters' charge which I had been completely unaware of, MSE however says that E.ON always charge £42 pa in this situation.

I phoned the complaints line pointing out the multiple failure to be clear about the Energy Discount tariff and that, according to MSE, Southern ceased charging IGT in 2006.

They then proposed the 'Age concern' tariff and set it up as the repacement for when the existing fixed rate expires. I queried my assumption of a minimum age for this tariff and they said there wasn't one! The key point being that they said the Age concern tariff doesn't carry an IGT charge.

Strange how they can find a more appropriate tariff now:j
We still may compare other suppliers and the possibility of Dual fuel but at least the IGT charge has been dropped.

Robert
P.S. It appears that the Housing association must have had another provider install the pipes then dumped the charges on the tennants, nice:(

Former_E.ON_Company_Representative:_Malc

Hi Robert

You are doing exactly the right thing in checking the comparison sites to make sure you are on the best deal for your circumstances.

IGT charges only apply to properties where the gas is transported by a company other than the National Grid. It is to cover the additional charges these independent companies impose for maintaining and using the gas pipeline they own.

Builders and developers have the choice of using these independent companies when they arrange for gas to be installed at their sites. We have no control over this.

We pass on only the charges imposed on us and these are spread out over a year. However, it is not always passed on and certain tariffs exclude it altogether.

As the agent on our complaints line advised, one of the tariffs exempt from IGT charges is Age Concern.

It is because these charges are not universally applied that they are not listed on our website.

The first agent you spoke to should definitely have highlighted this charge and I apologise for this failure.

I can't see the notes relating to your actual call but I would assume the agent on the complaints line will have fed this failure back to the first agent's manager. This is normal procedure.

Once a customer agrees to a tariff, a letter is sent out detailing all the relevant charges plus the T&C's. There is then a 2 week cooling off period to give people the opportunity to make sure they are happy with the deal. They can cancel the switch at any time during this period without penalty.

Again, I'm sorry you weren't told about the IGT charge during your first call but hope this explains our position in these cases. Give me a shout if you need any more info as will be happy to help.

Malc

RobertinHerts

E.ON_Company_Representative:_Malc wrote: »

I can't see the notes relating to your actual call but I would assume the agent on the complaints line will have fed this failure back to the first agent's manager. This is normal procedure.

Again, I'm sorry you weren't told about the IGT charge during your first call but hope this explains our position in these cases. Give me a shout if you need any more info as will be happy to help.

Malc

Good to know that at least one energy company takes comments on MSE seriously.

Unfortunately it wasn't only the IGT charge that the fist advisor forgot to mention

I was disappointed that E.ON's list of tariffs was't listed on the website.

Is the Age concern tariff normally restricted to those over a certain age and an exception given in this particular case by the complaints staff?

Robert

Former_E.ON_Company_Representative:_Malc

Hi Robert

What else was missed off during your initial conversation with us? There may well be a training issue involved here.

If you would like to let me know the details through the email address on the left, I will gladly look into this for you.

When did you check out our website for tariffs? I wasn't here last week but I think there was a technical issue one day which may explain why you couldn't see them.

I know the website is ok at the moment if you want to have a look now. Just select Products & Services and then click on to Prices & Discounts. This will open a page where you can enter your Post Code. Pop this in and select Show Prices.

This will list all the tariffs currently available for single rate and Economy 7 meters in your region.

The Age Concern tariff is available to anyone, regardless of age. However, only gas customers aged 60 and over will receive any additional cold weather payments.

Sorry you were given a lot of duff info Robert. I hope I have made things a little clearer. Give me a shout if you need any more details.

Malc

RobertinHerts

Thanks Malcolm,

You've just highlighted another concern about the conversation with the original advisor. He did ask the age of the account holder and I questioned the reason. I believe he was looking to see if they were over 60 and, I suspect, in his mind therefore eligible for the Age concern tariff. Although you say there is no age limit. This call was on the 5th Feb and I checked E.ON online on that day or possibly the previous day.

I noted the rates for the Energy discount tariff during the call and certainly would have noted both the fixed period AND the cancellation charge had they been mentioned by the advisor.

Unfortunately your website is still presenting the same message:

Our records show that your address already receives energy from us. If you would like to talk to us about this, or change to another product, please call us on 0800 092 3986.

So I and other existing customers can only go by what we can get over the phone from E.ON's advisors Can you explain why this is?

Robert

Former_E.ON_Company_Representative:_Malc

Hi Robert

The agent would have asked for a date of birth because of the additional cold weather payments for customers who have gas on the Age Concern tariff. :snow_grin

Whereas anyone can go on the Age Concern tariff, only customers over 60 are eligible for any additional cold weather payments. Also, customers over 80 are entitled to a higher minimum cold weather payment.

Therefore, we need to know a customers age in order to make sure they receive the amount of cold weather payments they are entitled to.

The message you are receiving from our website is being displayed because you are using the Quick Quote & Switch option. This is a switching tool. As an existing E.ON customer you will be unable to find the info you are looking for through this route.

However, it is available through the Product & Services option as I described above.

Hope this clears up the points raised Robert but, as before, give me a shout if I can help further as will be happy to do so.

Malc

RobertinHerts

Thanks for the further info.

However the Advisor merely asked the account holders age but never mentioned that there was an Age concern tariff so what you say doesn't add up. It does look like he believes there is an age limit for this tariff.

How is the customer supposed to know that they can't use a price comparison site? I followed the route recommended by MSE.

Going onto the Age concern tariff was a holding measure proposed by E.ON's complaint advisor until I check out the competition. I note that some Southern Electric tariffs include an Electricity monitor. Given that the account holder is on Benefits, this could be very useful.

Robert

Former_E.ON_Company_Representative:_Malc

Morning Robert

I think we may be talking about different things in respect of comparison websites.

The message you highlighted in post number 5 and my subsequent response referred directly to the E.ON website. However, the comparison sites recommended by MSE are a completely different kettle of fish.

These are independent sites which list all the tariffs available to you in order of the cheapest. If you pop your usage on to any one of these sites you will see all the tariffs currently on offer from all the different suppliers. This will allow you to select the supplier/tariff which best suits your needs.

The Age Concern tariff you are now on has no restrictions, so you can leave us without a problem. However, please be aware we don't give discount on final bills when changing supplier, so it would be better to time a move away to lessen the impact of this.

The individual agent you originally spoke to may well have been unsure about certain aspects of particular tariffs. Hence, my comments in post number 4 about the possibility of a training issue in this instance.

Hope this makes things clearer Robert. As always, give me a shout if you need any more info.

Malc