MSE News: Escape energy lock-ins as prices soar

grahamc2003

Careful to read your bills during the switching process! I'm with British Gas websaver 11 (which increased 34% in my case), switching to Scottish power 2015 fix. The switch is scheduled to go through in a weeks time. I received my normal quartely bill a few days ago (so not the closing bill), and, guess what, the £30 cancellation charge was on there, even though I had it confirmed a few weeks ago by BG that I would have to pay it.

I rang, and after asking why I was leaving - answer, because of the 34% increase you've given me - I got the now usual 'no it can't be, no one has an increase that big' (the same as last time I rang, when the lady went away, checked the old and new tariff and my usage, and was surprised it actually was a 34% increase) but then she checked that a note had been made on the account that no closing fee would be charged, and then she refunded it.

Looks like you have to keep very alert even after they've agreed not to charge you, as they still do!

What a terrible business the whole electricity supply industry has become.

John_Pierpoint

I've switched away from EDF to National Power(fixed).

These things are never problem free, I notice about £200 taken from my bank account but I could no longer view the invoice on line - my on-line access had been revoked; then a few days later I got a letter telling me to check the invoice.

So I had to telephone [Thanks heaven for the EDF 0800 telephone number]

It seems there is a second later invoice already in the system and I was offered a photocopy of both - A letter with photocopies of the two invoices arrived a day or two later. The second of the two invoiceas agrees with my meter readings.

Since then I have had 6 more envelopes; that is three reprints of each of the two cyber space invoices marked in black "certified copy".

What does EDF think it is playing at?

jalexa

John_Pierpoint wrote: »

I've switched away from EDF to National Power(fixed).

These things are never problem free, I notice about £200 taken from my bank account but I could no longer view the invoice on line...

I assume the £200 was taken by Direct Debit. Did you make an indemity claim citing inadequate notice?

Does your use of the word "invoice" indicate a business supply? No matter, as long as you were a domestic (or micro-business) customer you could have referred an unresolved Complaint to the Energy Ombudsman.

What does EDF think it is playing at? Mocking a customer happy to rant but not to Complain, sadly.

John_Pierpoint

I don't want to play games with EDF - too busy. The hard copy invoices agree with the meter so I have no real complaints
Had they not tried to dump me back on "the standard rate" but offered me their fixed price deal, when my previous contract came to an end - I might well have stayed, BUT it does not come up on the search sites for existing customers (probably does not pay them a commission?!?)

I had the usual farce of: "Our computer has decided you need to pay 100 GBP a month not the 65 your are currently paying" - so I haggled that down to 75 for a few months, then the EDF computer had a brain storm and wrote to tell me it had decided to only charge 49 GBP a month.

I did not exactly rush to argue with it, especially as the winter would not be lasting for ever. and 49 might be appropriate in the summer, when the economy 7 is only heating water, doing the washing of dishes and clothes and running the freezer etc. .

Former_E.ON_Company_Representative:_Malc

martinfan1 wrote: »

I am with Eon (dual fuel), on their SaveOnline 4 tariff which is variable, paid by monthly direct debit. As they are hiking prices in September, I have just phoned them to query whether I can leave them before my year's term is up (middle January 2012), to be told there will be a £30 fee unless I choose a different tariff with Eon, in which case there is no charge.

This seems to be at odds with what I'm reading in this forum. Do they have the right to insist on a charge like this? As I received £30 via a comparison website for joining them (thanks Martin!), it's not actually too bad, but if they are not correct I don't like to see them taking advantage.

Keep warm this winter

Sorry martinfan1, but the info you were given when you called in is wrong.

You don't have to stay with us to avoid a cancellation fee.

Any customer switching supplier because of our price increase will not be charged a cancellation fee or be affected by the new prices.

To make sure of this, you need to let us know before the 13 September 2011 of your intention to switch. Your new supplier then has 15 working days from this time to contact us to apply for the account.

Sorry again for the poor advice when you called but hope this clears things up. Give me a shout if you need any more info as glad to help.

Malc

Consumerist

E.ON_Company_Representative:_Malc wrote: »

Sorry martinfan1, but the info you were given when you called in is wrong.

Whereas we are grateful STRIKE]for[/STRIKE to Malc for clarification, "Sorry", in my book, just doesn't cut it.

It should not be necessary to "claim" exemption from termination fees when they should never have been charged in the first place. There must be a vast majority of customers who are not even aware of the STRIKE]ILCs[/STRIKE SLCs who are being wrongly charged termination fees.

My question to Malc is: what is E.on doing to make sure termination fees are charged only when properly due? Or will E.on continue leaving the decision to the whim of uninformed Customer Service staff?

backfoot

Consumerist wrote: »

Whereas we are grateful for Malc for clarification, "Sorry", in my book, just doesn't cut it.

It should not be necessary to "claim" exemption from termination fees when they should never have been charged in the first place. There must be a vast majority of customers who are not even aware of the ILCs who are being wrongly charged termination fees.

My question to Malc is: what is E.on doing to make sure termination fees are charged only when properly due? Or will E.on continue leaving the decision to the whim of uninformed Customer Service staff?

Consumerist beat me to it.

This isn't the first case we have seen from Eon.

I would like Eon to tell us exactly how they are going to prevent this happening in the first case?

As Eon will know, EDF had a faulty meter reading input system which caused incorrect bills to produced. Knowingly operating a system which produces incorrect bills is in breach of license conditions and will result in very hefty fines.

I am already in touch with Consumer Focus and Ofgem over this matter as Eon fully know. I have no hesitation in referring these examples to both regulatory bodies in the absence of a substantive answer.

I can assure posters that both parties are finally listening to consumer input and are reacting positively to such information.

Former_E.ON_Company_Representative:_Malc

Hi guys

This message has been briefed out very loudly and very clearly several times now following the announcement of our price increase.

Frankly, there are no excuses for agents not knowing/understanding this particular message.

If there's any of our customers who come across instances where they're told something different then please let me or Helena know. You can use the email address in our Profiles.

We'll identify the agent concerned and make sure they do not talk to customers until they fully understand what is required.

Malc

backfoot

E.ON_Company_Representative:_Malc wrote: »

Hi guys

This message has been briefed out very loudly and very clearly several times now following the announcement of our price increase.

Frankly, there are no excuses for agents not knowing/understanding this particular message.

If there's any of our customers who come across instances where they're told something different then please let me or Helena know. You can use the email address in our Profiles.

We'll identify the agent concerned and make sure they do not talk to customers until they fully understand what is required.

Malc

Thanks Malc,:)

I will hold fire for now, as you are always most responsive to comments here. I also know you feed back comments to those responsible. :T

It is utterly frustrating to have spent so much personal time, on behalf of ALL customers,getting to the position we are now, to find that procedures are incorrect.

I did expect a bit of bedding in time on the call centres. I don't expect anyone to be incorrectly billed as system checks should be incorporated to prevent it happening.

I often feel that some call centre ops (all suppliers) actually enjoy giving out messages which annoy customers. Unfortunately,this one is now a no go area.

Former_E.ON_Company_Representative:_Malc

Many thanks for the kind comments backfoot.

Yes, both Helena and I feed back threads/posts from MSE and this feedback goes right up to board level.

We share your frustration when things are not done correctly, particularly when they've been fully and clearly briefed.

I spoke with a couple of senior managers this morning about this specific issue and, believe me, this matter is taken very seriously indeed.

Malc