Eon Exit Fee ?

Fergie76

E.ON_Company_Representative:_Malc wrote: »

Hi Fergie

I'm sorry you're unhappy with the behaviour of our rep.

Just thought I'd let you know, there is an industry wide agreement in situations like these called Erroneous Transfers.

Where a customer switches supplier based on incorrect information, we will return the account to the previous supplier as though they had never left.

I suspect this is what the agent dealing with your account is looking at.

If I'm correct, we will have contacted your old supplier and asked them to re-register your details. This takes approx 28 days.

When re-registration is complete, the old supplier will back date all charges to the date we took over and start billing again as though you had never left.

We will not charge anything although we have technically been supplying the property.

Just a heads up Fergie; there are time restrictions to Erroneous Transfers. Once the agent has completed their investigation and agreed this is an Erroneous Transfer, you will receive a letter confirming the process and outlining what will happen next.

This will be with you within 5 working days of your phone call. If this period has passed and you haven't received the letter, you need to contact the agent you spoke with asap.

As they have opened a complaint for you, they will have taken ownership and this will be logged on your account notes. Ask to be put through to this person.

Hope this helps give an insight into what to expect Fergie. Give me a shout if I can help further as will be happy to do so.

Malc

Thanks Malc.

It has actually been two weeks since I spoke with the person at E-on, but he said it would take 21 days, as they would need to listen to the tape of the call to decide if I was erroneously transferred.

Also, if there is a 5 day time frame for this, we are obviously well outside this, how does it work if it does transpire that I was falsely transferred?

Should I call tomorrow or wait for the 21 days?

Also, my final gas bill is due to be paid to Npower tomorrow, what happens in this case? I realise that this needs to be paid to stop a miss payment marker being registered.

Pincher

backfoot wrote: »

The policy of building it into the rates is much better for the customer.

All we have to do is to get you to change the Final bill policy and our efforts will be really worthwile and you may acquire a whole tranche of new customers (me included).

A tranche of what kind of customers?
The kind who wants to run before the year is up you mean?
That'll bring E.On round to your way of thinking?

The whole point of exit penalties is that if you try to welsh (sorry, Katherine Jenkins), it's supposed to hurt.

The solution is very simple. Ofgem needs to make it mandatory to set a switching date, for which you can give notice. Let us say the two laziest and most inefficient companies need six weeks to complete a transfer. So you must give at least six weeks notice to do a switch, but the date of switching can be at your choosing, so obviously you choose the day after the quarterly bill.

As far as I'm concerned, provided you don't switch in winter, which is when prices are hiked, what does it matter if you are on standard tariff for a few weeks?

backfoot

Pincher wrote: »

As far as I'm concerned, provided you don't switch in winter, which is when prices are hiked, what does it matter if you are on standard tariff for a few weeks?

You should join Money Spending Expert.com

Former_E.ON_Company_Representative:_Malc

Fergie76 wrote: »

Thanks Malc.

It has actually been two weeks since I spoke with the person at E-on, but he said it would take 21 days, as they would need to listen to the tape of the call to decide if I was erroneously transferred.

Also, if there is a 5 day time frame for this, we are obviously well outside this, how does it work if it does transpire that I was falsely transferred?

Should I call tomorrow or wait for the 21 days?

Also, my final gas bill is due to be paid to Npower tomorrow, what happens in this case? I realise that this needs to be paid to stop a miss payment marker being registered.

Hi Fergie

As you've logged your complaint already, the 5 day letter is not particularly critical; but there are time limits both E.ON and the other suppliers work within when dealing with Erroneous Transfers.

The important thing here is whether or not we agree it is an Erroneous Transfer.

If we do, then the process will kick in as per my previous post. If not, then we need to go down a different route.

I suggest you call the agent dealing with your complaint and find out definitively if we're going down the Erroneous Transfer road.

If we are, then we need to have started the process. Check this is happening as there is no guarantee the old supplier will agree to an Erroneous Transfer.

I have to say, it certainly sounds as though this is being treated as an Erroneous Transfer as the 21 days you've been quoted fits in with our general time frame in these instances. Best to be sure, though.

Also, the way the billing/payments are handled will depend on whether or not this is being dealt with as an Erroneous Transfer.

Hope this helps Fergie. As before, give me a shout if I can help further as will be happy to do so.

Malc

Colthetroll

Malc

I'm really frustrated with the whole switching process, and with your company's policies.
I switched to Scottish power 12 plan from your online 6 plan nice 28% disc, my final bill included no discount that's roughly £60 out of pocket. My switching date was 31 March my end of contract was 1st April. I phoned both companies concerned three weeks before the switching took place both said they cound not change the date.

I spent a lot of my time last year on one of your marketing panels and this is how I am treated.

The process is flawed

Colin

backfoot

Colthetroll wrote: »

I'm really frustrated with the whole switching process, and with your company's policies.

I spent a lot of my time last year on one of your marketing panels and this is how I am treated.

The process is flawed

Correct.

Eon will need to address this unfair and confusing policy in their proposals to Ofgem to simplify their tariff structures.

Make a representation to Ofgem under their consultation process.

If EON don't rectify this voluntarily, they risk some very strong action by the Regulator.

Colthetroll

Spoke to customer service and they have refunded the discount after I pointed out that the (no discount on last bill) rule was not clear on its website overview of the plan I was on.

Former_E.ON_Company_Representative:_Malc

Colthetroll wrote: »

Malc

I'm really frustrated with the whole switching process, and with your company's policies.
I switched to Scottish power 12 plan from your online 6 plan nice 28% disc, my final bill included no discount that's roughly £60 out of pocket. My switching date was 31 March my end of contract was 1st April. I phoned both companies concerned three weeks before the switching took place both said they cound not change the date.

I spent a lot of my time last year on one of your marketing panels and this is how I am treated.

The process is flawed

Colin

Colthetroll wrote: »

Spoke to customer service and they have refunded the discount after I pointed out that the (no discount on last bill) rule was not clear on its website overview of the plan I was on.

Hi Colin

Sorry for the late reply, only just noticed you're post.

I'm also sorry for the confusion over the discount when you changed suppliers. It seems this has now been sorted but let me know if you've any further difficulties as will be happy to help.

Malc

backfoot

E.ON_Company_Representative:_Malc wrote: »

Hi Colin

Sorry for the late reply, only just noticed you're post.

I'm also sorry for the confusion over the discount when you changed suppliers. It seems this has now been sorted but let me know if you've any further difficulties as will be happy to help.

Malc

Malc,

Can you confirm whether Eon will be dropping this unique and confusing policy of disallowing discounts on final bills.

Writing something into the the small print, to overide discounts for DD and Dual Fuel when customers still qualify materially for such discounts, will fall foul of Ofgem's proposals for the Retail Market.

As you know,representation on this matter has been put forward by Consumer Focus and the Confidence Code Manager, so is of relevance to other Eon customers, current and future.

Former_E.ON_Company_Representative:_Malc

Hi backfoot

Sorry but nothing further to add to previous posts/threads on this subject.

At the moment, our policy of not giving discounts on final bills when changing supplier (unless a contracted product has been completed) is still in place.

I'm only a cog in the wheel, though, and there may be things in the pipeline I'm not aware of. We at the coalface are often the last to know.

What I can tell you is, I have forwarded the comments people have made on MSE and other forums about this subject directly to the people at E.ON who make these decisions. This is right at the top of the company.

Can't say what impact it will have but I will let you know if there are any developments.

Sorry I can't offer anything more positive backfoot but, as I say, I will happily keep you informed if things change.

Malc