EON Saveonline 2 v's 3

Former_E.ON_Company_Representative:_Malc

ephorate wrote: »

This is for either of the 2 EON reps, Brian and Malc, who seem to monitor this forum. I rec'd a letter from EON this morning (1st of Oct) stating that my current Saveonline v1 plan was coming to an end which was a complete surprise to me. The letter stated that I would be automatically transferred to the Energy online standard, which when you cut through the arcane charging structure is 7.3% plus £6 per year more expensive. The letter also stated that if I did not want to go onto this tariff I should change to another before 1st Oct, a little tricky given the timing.

Three questions,

Why has V1 ended for existing customers,
Why have I automatically been put on a more expensive tariff and Can I still change to a cheaper option with effect from the 1st Oct, assuming there is one?

Many thanks

Hi ephorate

I'm really sorry you received the letter advising your Saveonline product was ending on the day it actually ended.

This was part of a much wider issue. These letters should have been sent out a fair time ago but were incorrectly held by our mailing house.

I can confirm, Saveonline 1 ended on 1 October 2010. This was always meant to be the case and was advised in the T&Cs.

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.

What should happen is a letter is sent out advising of the impending end of the current contract and asking customers to contact us to discuss the options available.

Clearly, this hasn't happened this time. You are, though, still able to switch to another tariff/supplier.

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.

I would also suggest popping your annual usage in kWh on to one of the comparison sites. This will give you a much wider picture of the options available to you.

Again, I'm sorry this mistake has caused confusion and inconvenience. Drop an email to the address in my Profile if you are still struggling to sort this out. Will be happy to take a look for you.

Malc

Former_E.ON_Company_Representative:_Malc

ephorate wrote: »

PS, I should have said that I've tried all morning to get a reply by phone or access the online system both of which appear to be inundated with calls about these tariff changes going by the automated phone messages.

Sorry about these delays also ephorate.

I haven't been in the office since Thursday afternoon, but my colleagues have told me the demand caused by the late despatch of the tariff letters was quite exceptional.

Consequently, our phones lines were extremely busy and there was a knock on effect on the website, too.

The website is now ok and the phones should have calmed down also.

Malc

Former_E.ON_Company_Representative:_Malc

ffym wrote: »

I've also had the same letter telling me my SaveOnline V1 plan is coming to an end. This is a great surprise to me also as I'm on the Saveonline V2 tariff, as confirmed online. Is V2 ending as well?

Hi ffym

I'm really sorry you received this letter. I'm afraid this is also related to the problem I posted about in relation to the issue ephorate experienced.

As you are on Saveonline 2, your product is still current and is actually due to end on 31 August 2011.

Please ignore the letter and, again, sorry for the inconvenience caused.

Malc

Former_E.ON_Company_Representative:_Malc

billieboy wrote: »

I've had the same letter! I'm trying to look at the other tariffs with a view to perhaps switching to V3 but the website is so slow today:(.

Hi billieboy

Apologies to you also. Hopefully my previous posts have cleared up the confusion over the letters.

Just a quick heads up; you can switch to Saveonline 3 if you wish but there may be a cancellation fee. Watch out for this.

As I advised ephorate, for a much fuller picture, pop your details on to one of the comparison sites.

Give me a shout if you need any more info billieboy. Will be happy to help.

Malc

Former_E.ON_Company_Representative:_Malc

BellyButtonFluff wrote: »

I hate posts like this, but "me too"!!!

Switched to saveonline V2 early Aug (i have the confirmation emails to prove it)

Letter this morning told me my "saveonline v1" was finishing 1/Oct and I was auto moving to EnergyOnline Std.

Finally managed to login to account just now (website is slower than a very slow thing tonight) and my account does say Eon Save O/L v2

Hopefully there has been a systems problem. Won't be too happy if the letter is correct.

Apologies to you also BellyButtonFluff.

The letter is not correct.

Please see the posts above. Hopefully these explain what has gone wrong.

Malc

Former_E.ON_Company_Representative:_Malc

disco-ian wrote: »

Hi,
I have good days and bad days when I speak to eon.

I think sometimes it just depends on who you get. Some employees know more than they need to and there the ones that are really helpfull. Others make you feel suicidal as they should probably be doing something a little bit mondane.

Anyway.

I was wondering if someone could let me have the unit prices for the eon online saver 3 (electric only) as I forgot to write them down when I signed up for it this morning and now can not find them on there site anywhere.

There are three
900kwh price
Normal price
Night price

Thanks in advance.

Ian

Hi Ian

Forum rules prevent me from putting prices on the general forum.

However, if you drop an email with your details to the address in my Profile I'll be happy to let you know what they are.

Hopefully, this will not leave you feeling suicidal.

Malc

Former_E.ON_Company_Representative:_Malc

pengers wrote: »

It is very poor that they give no notice whatsoever though the terms & conditions state clearly "We will contact you in advance to notify you of your new terms and conditions" after saying they may remove the SaveOnLine discount.
It is very poor that they deliberately put you on a tarriff which is inferior to others.
It is very poor that they will remove your discount if you leave them and get your energy elsewhere; you have to wait till your next bill and then bale out so that you lose very few days' discount.
It is very poor that their better plans have end-dates which automatically force you to do extra work to find a product suitable for you.

Quite agree pengers; the notice we have given in this particular instance is very poor.

This is not usual and I hope my previous posts have explained what has happened this time around.

You're also correct about no discount being given on final bills when changing supplier. However, this is a bit different where customers have completed the full term of a contract.

For instance, customers on Saveonline 1 who switch supplier after the end date on 1 October 2010 will receive the full amount of discount applicable to this tariff, even if part of this falls within the final bill.

Sorry for all the difficulties caused by these late/incorrect letters pengers but I hope this clarifies the situation.

Malc

Former_E.ON_Company_Representative:_Malc

MilliesMum wrote: »

Has anyone managed to switch to Saveonline 3 by using the website since receiving the letter? Ive tried switching many times since i received my letter but it wont let me complete my switch.

I'd rather switch online as i dont really want to sit in a queue forever and a day just to switch products (and i dont see why i should have to).

Hi MilliesMum

Really sorry for the delays you experienced with our website on Saturday.

Hopefully, my previous posts today have explained the problems caused by the extraordinary demand we encountered following the late/incorrect despatch of tariff ending letters.

All should be ok now but give me a shout if you're still having a problem as will be happy to help. Drop an email to the address in my Profile if you prefer.

Malc

Former_E.ON_Company_Representative:_Malc

verntern wrote: »

Totally agree with many previous comments. Received the Eon letter on October 1 advising that the Eon SaveOnline version 1 was 'coming to an end' . Sure was, it expired on October 1!
Quoting Eon ' we're going to transfer you to our Energy Online Standard plan. We'll do this automatically so you don't need to do anything'. Ho, ho. A deliberate trick with Eon hoping that most folks will not be aware of the inferior plan they have been moved to without customer agreement. For most, trying to access Eon online and by telephone this weekend has been frustrated by a 'systems update'. Normally their customer services has been very good. Strange that this period from October 1 has been mysteriously affected? For those not being offered rewards by Eon for long term customer loyalty NPower 'Sign online 19' looks attractive.

Really sorry about this state of affairs verntern.

This is not usual procedure as I hope my earlier emails have explained.

Also sorry for the frustrations caused in trying to contact us, either online or by phone, this weekend.

Malc

Bobjob_2

Thanks to Malc, the E.On Rep for the explanation of the ridiculous letters stating Saveonline v1 was ending sent to people who had already switched to Saveonline V2. I received this letter through the door as I was leaving for a holiday so it was doubly perturbing. It took a week to get a reply to an email about this, and no explanation was given, just a reassurance that I was on V2. The explanation would have been better as I can perfectly understand this, having dealt with mailing houses myself.

How about some more active emailing of online customers with this kind of information, and treating us more like adults? You're nowhere near as bad as ScottishPower, but you could improve the closeness of the email relationship - it might save you some incoming enquiries!