MSE News: Escape energy lock-ins as prices soar

backfoot

Consumerist wrote: »

And a good job you appear to be doing too - for all of us. :beer:

As a point of information, how do you get the ear of Ofgem?

That's a very good question.

[EMAIL="consumeraffairs@ofgem.gov.uk"]consumeraffairs@ofgem.gov.uk[/EMAIL]

The key is determination. I have written many times and at first you will be fobbed off with general spiel that individual complaints aren't within their remit.

You will have to word your correspondence regarding matters of policy,regulation or malpractice. Get across the point that these matters are affecting many customers.

I have followed up non substance replies by phoning the replier and pressing them to actually address the content of my correspondence instead of hiding from their responsibilities. I guess my name is now known.

After pushing them and challenging them on Termination Fees there was a time gap and the next I heard was a reply containing the Guidance Letter.

I realise that you can overstay your welcome, so tactically, I have used good contacts at Consumer Focus to raise the heat on the 'deferred discounts' and Eon's final bill policy. They have campaigned themselves on similar issues and are feeding these things into the Retail Market Review. I am happy to piggy back onto that for the moment.

Please all add your input to whoever you want. There is no one size fits all and you may have more success in a different way.

backfoot

bendaw wrote: »

I did email KB but she didn't reply - the break-through came from Dan Miller in Customer Liaison.

His message ends "If it is possible could you please send me a copy of Ofgem’s Guidance letter of 16th August that you mentioned in your email".

So perhaps the "confusion" is just because EDF didn't receive Ofgem's guidance letter and all will be well now???

Perhaps the EDF secret agent might have a quiet little word with Dan that it might be better to ask a Supervisor or their legal team before he writes anything.

EDF had the guidance. I discussed it personally with their lead Commercial Solicitor on the day of it's issue. Not to gloat of course...;)

I also received personal guidance from EDF that Termination Fees wouldn't be applied to OS7 following their price increase as a matter of policy. That was prior to the Ofgem guidance.

bendaw

backfoot wrote: »

Perhaps the EDF secret agent might have a quiet little word with Dan that it might be better to ask a Supervisor or their legal team before he writes anything.

EDF had the guidance. I discussed it personally with their lead Commercial Solicitor on the day of it's issue. Not to gloat of course...;)

I also received personal guidance from EDF that Termination Fees wouldn't be applied to OS7 following their price increase as a matter of policy. That was prior to the Ofgem guidance.

Result - I don't pay a penalty and will probably fix for 39 months with SP at a cost of about £140 more than current contract

So the Forum works it's magic again - thanks guys.

Consumerist

backfoot wrote: »

. . . I have used good contacts at Consumer Focus to raise the heat on the 'deferred discounts' and Eon's final bill policy. They have campaigned themselves on similar issues and are feeding these things into the Retail Market Review. . .

OK. So, for the moment, feeding examples of bad practice to Consumer Focus would seem to be as good a way as any of influencing the provisions of the Ofgem RMR. Is there any cut-off date for input that you are aware of?

backfoot

I was told the proposals will be later this year. I don't have specific dates. Ofgem issued the first part earlier this week regarding high level guidance on standard tariffs and fixed term contracts.

The important bit are the variable contracts,where as we know, the Supplier's play their dirty tricks.

Consumerist

backfoot wrote: »

The important bit are the variable contracts,where as we know, the Supplier's play their dirty tricks.

Perhaps this gives us some hope that Ofgem are taking our concerns seriously and are really trying to find ways of curtailing bad practice without seriously damaging the viability of the industry.

csiman

jalexa wrote: »

I think the issue here is that to escape an Early Termination Charge it is necessary to give notice to reject a rate increase and then promptly initiate a switch. If I understand other posts OS7 is not currently subject to increase, having been increased a few months ago, at which time, had you been aware, you could have rejected the increase and escaped the ETC.

I have to laugh though at the hardball "which you agreed to be bound by". I'll be turning that attitude back on Edf soon unless the billing system shapes up.

If only that were true. OS7 has risen again and now stands 52% higher for gas and 35% higher for electric on the price I was being charged in June of this year!

See my post about 10 up from this one!

csiman

csiman wrote: »

If only that were true. OS7 has risen again and now stands 52% higher for gas and 35% higher for electric on the price I was being charged in July of this year!

See my post about 1 page up from this one!

EDF OnlineSaver@v7 prices per kwh (Southern region excl VAT) - HUGE INCREASES

Prior to 14 July 10 2011
Gas - 2.639p
Electric - 8.36p

July 14 2011
Gas - 3.141p
Electric - 10.1p

From Nov 10 2011
Gas - 3.353p
Electric - 13.16p

jalexa

csiman wrote: »

If only that were true. OS7 has risen again...

I post mainly for the benefit of others but take what you want out of it, it's largely a repeat of my (and others) previous advice to you.

In your earlier post you state "I have received no communication whatsoever about any price increases.

EDF are a complete shambles (emails ignored..."

I completely agree with you about Edf:(. Regarding the increases, since only quite recently increases are required to be notified in advance, previously increases were only required to be notified in arrears. Nevertherless in both cases the "increase" can be avoided by "rejecting" the increase and then promptly initiating a switch. That provision is "clearly" stated in the regulations though there is plenty of consumer evidence it isn't well understood.

In your case, your "understanding" is irrelevent until you establish whether or not you were ever sent the required notice(s) of increase. At this stage you can only attempt to find out via the Edf Complaints procedure, though I would not be totally surprised if it became one person's word against another. If that happens you have nothing to lose by invoking your right to let the Energy Ombudsman decide whether (in their opinion) Edf gave you the required notice.

And again for the benefit of others wanting to escape Early Termination Charges (or "lock-in", the topic of this thread), to escape the charge (on "guaranteed discount" tariffs) it is necessary to "reject" an increase before the increase date and then promply initiate a switch.

Another poster posts ( I think) that "rejection" is not required in the case of Edf OS7, though apparently some customer service staff still act to prove that "Edf is a complete shambles":(.

If you feel agrieved raise a formal complaint. Given that EDF are poor with emails perhaps email is a good channel. If you remain dissatisfied after 8 weeks you are then entitled to refer the issue to the Energy Ombudsman with the additional issue of email failure.

csiman

jalexa wrote: »

I post mainly for the benefit of others but take what you want out of it, it's largely a repeat of my (and others) previous advice to you.

In your earlier post you state "I have received no communication whatsoever about any price increases.

EDF are a complete shambles (emails ignored..."

I completely agree with you about Edf:(. Regarding the increases, since only quite recently increases are required to be notified in advance, previously increases were only required to be notified in arrears. Nevertherless in both cases the "increase" can be avoided by "rejecting" the increase and then promptly initiating a switch. That provision is "clearly" stated in the regulations though there is plenty of consumer evidence it isn't well understood.

In your case, your "understanding" is irrelevent until you establish whether or not you were ever sent the required notice(s) of increase. At this stage you can only attempt to find out via the Edf Complaints procedure, though I would not be totally surprised if it became one person's word against another. If that happens you have nothing to lose by invoking your right to let the Energy Ombudsman decide whether (in their opinion) Edf gave you the required notice.

And again for the benefit of others wanting to escape Early Termination Charges (or "lock-in", the topic of this thread), to escape the charge (on "guaranteed discount" tariffs) it is necessary to "reject" an increase before the increase date and then promply initiate a switch.

Another poster posts ( I think) that "rejection" is not required in the case of Edf OS7, though apparently some customer service staff still act to prove that "Edf is a complete shambles":(.

If you feel agrieved raise a formal complaint. Given that EDF are poor with emails perhaps email is a good channel. If you remain dissatisfied after 8 weeks you are then entitled to refer the issue to the Energy Ombudsman with the additional issue of email failure.

Thanks for the info but I;m quite happy to sit it out until my contract ends as its only about 50 days at the new rates.

My point (expressed badly I assume) is that EDF have raised prices 35-55% on the OS7 product Sine July which everyone seems to be unaware of. Some even quoting the product didnt have any rises announced last week yet the price tariff on my online account shows prices going up a further 20-25% from 10/11/11.

Even the comparison sites use rates about 20% less than what they will be on the 10th Nov, despite them saying they have included last weeks EDF rises.

Surprised the media havent picked up on these extortionate rises either.