EON's rubbish computer ....

dshart

As much as people appreciate the lengths you have gone to to try and explain an overly complicated DD system, can you please explain to me how EON's system can justify the increases in the region of 27% when the bill estimated my consumption would drop and the average price rise for dual fuel supply was 15%.

This is not a hypothetical case, these are actual figures that I have quoted several times in this thread but have not received a response to. There are others in this thread who have also quoted similar increases in their DD payments and I am sure they to would like an explanation.

If it is simply that EON always want your account in credit and they refund it to zero at the annual review and start over again, then please let us know that this is the policy.

E.ON_Company_Representative:_Helena

dshart wrote: »

As much as people appreciate the lengths you have gone to to try and explain an overly complicated DD system, can you please explain to me how EON's system can justify the increases in the region of 27% when the bill estimated my consumption would drop and the average price rise for dual fuel supply was 15%.

This is not a hypothetical case, these are actual figures that I have quoted several times in this thread but have not received a response to. There are others in this thread who have also quoted similar increases in their DD payments and I am sure they to would like an explanation.

If it is simply that EON always want your account in credit and they refund it to zero at the annual review and start over again, then please let us know that this is the policy.

Hi dshart,

First off let me just say, it's not that we always have the account in credit, if you look at my table you will see that for 6 months, you will be using more than you are paying for. The other 6 months you will be paying more than you're using so it balances out.

I will be happy to help you, if you email me your account details to the email address in my profile page, I can take a look at your account and explain the figures for you.

This is really the only way I can give correct information on specific accounts. Just knowing the amount that you use in the year isn't enough, I need to be able to the variation in the seasonal usage.

I will either email you back or give you ring.

Hope I can help.

Helena

backfoot

E.ON_Company_Representative:_Helena wrote: »

Hi guys,


Spot on DirectDebacle, you're right I am spending most of my time on this thread at the mo, explaining something E.ON related to a lot of non E.ON customers

Helena

I think that is irrelevant. We are all potential customers if not current. Many of us have experience of the sector and are trying to give help and advice to customers of all Suppliers.I see that as the primary aim of this Forum.

In this case,the policy has thrown up a number of alarming queries and there are legitimate questions about whether the system is compliant with a Licence Condition.

I personally have thanked you for your open input to these discussions and will repeat it here.Thank you:T

I think a number of us have identified something Eon would do well to heed because I can only see it generating further problems. The system,the complexity,the communications,the inflexibiliity and the Regulatory aspects.

Of course, if the heat of the questions is too difficult, then it only suggests that posters have identified something that you feel uncomfortable about.:)

dshart

E.ON_Company_Representative:_Helena wrote: »

Just knowing the amount that you use in the year isn't enough, I need to be able to the variation in the seasonal usage.

This is the bit I do not understand! Why is it not as simple as knowing the amount you use in a year?

If the amount is known and the price is known then it is very simple to work out the cost for the year. Why make it any more complex?

I can understand if it is a new customer and usage is an unknown, or there is an indication of increase in consumption or a change in the tariffs. But for a customer of over 4 years with a history of stable or slight reduction in consumption there is no justification for the increases proposed.

There is no point me emailing my account details as I am currently in the process of changing suppliers due partly to this issue and the poor response I received from EON's telephone support.

The main reason I post here is to inform others to watch their bills for this unreasonable increase in their DD. I think the more people that take a closer look at their bills the more they will realise that the billing system is designed to favour EON rather than spread a customers costs over the year.

E.ON_Company_Representative:_Helena

dshart wrote: »

This is the bit I do not understand! Why is it not as simple as knowing the amount you use in a year?

If the amount is known and the price is known then it is very simple to work out the cost for the year. Why make it any more complex?

I can understand if it is a new customer and usage is an unknown, or there is an indication of increase in consumption or a change in the tariffs. But for a customer of over 4 years with a history of stable or slight reduction in consumption there is no justification for the increases proposed.

There is no point me emailing my account details as I am currently in the process of changing suppliers due partly to this issue and the poor response I received from EON's telephone support.

The main reason I post here is to inform others to watch their bills for this unreasonable increase in their DD. I think the more people that take a closer look at their bills the more they will realise that the billing system is designed to favour EON rather than spread a customers costs over the year.

Have a look at my table, this should help you.

Even though you are leaving I can still look at your account and give you the specific info you need, but I can't do it without seeing the seasonal variation. As I want to give you correct information relating to your account.

As we know this is the policy we have, the customer just pays for what they use. For 6 months of the year they will be paying less than they actually use and the other 6 months they will pay more, so it evens out.

The offer is there.

Helena

jalexa

E.ON_Company_Representative:_Helena wrote: »

if you look at my table you will see that for 6 months, you will be using more than you are paying for. The other 6 months you will be paying more than you're using so it balances out.

Like others I acknowledge the way you and your colleagues engage with the forum, but...

Thank you for the table. So far I have only had time to enter the June start into a spreadsheet. The results show that the "6 month" remark you make is "true", but the results appear to show something else, that the number of "£ days" (something I hope our "banking experts" will understand) is quite significantly a customer balance taken over the 12 months. In other words the June start customer is "lending" free money to Eon.

Interestingly, I would not personally have been critical of level payments over 12 month to an "annual review" and for an Eon June start "spring aligned" and "annual review" are identical. Would I be happy lending "free money"? Fortunately in respect of Eon its hypothetical. I await Edf's even more rubbish computer attempts to justify their payments.

BTW, I don't personally consider the Eon computer "rubbish". Not a helpful subject for a serious issue. The gas winter weighting may or may not be "reasonable" but that is another matter.

E.ON_Company_Representative:_Helena

jalexa wrote: »

Like others I acknowledge the way you and your colleagues engage with the forum, but...

Thank you for the table. So far I have only had time to enter the June start into a spreadsheet. The results show that the "6 month" remark you make is "true", but the results appear to show something else, that the number of "£ days" (something I hope our "banking experts" will understand) is quite significantly a customer balance taken over the 12 months. In other words the June start customer is "lending" free money to Eon.

Interestingly, I would not personally have been critical of level payments over 12 month to an "annual review" and for an Eon June start "spring aligned" and "annual review" are identical. Would I be happy lending "free money"? Fortunately in respect of Eon its hypothetical. I await Edf's even more rubbish computer attempts to justify their payments.

BTW, I don't personally consider the Eon computer "rubbish". Not a helpful subject for a serious issue. The gas winter weighting may or may not be "reasonable" but that is another matter.

Hi jalexa,

I don't know about the lending free money to E.ON thing, that is best left to the finance guys.

But as we all know, paying by Direct Debit does have an impact on cash-flow and this is why we offer higher discounts for paying this way.

It's not just our industry, loads of others do this and give more discount for DD's.

Helena

backfoot

Any Customer adversly affected by the Eon 'spring zero balance' policy should contact Consumer Focus to provide details as part of a formal complaint.

It is my view,that the absence of any explicit Contract Terms and Conditions, regarding the operation of this policy, renders it unenforceable.

In addition, it would also be caught by SLC 27 and specifically SLC 27.15.

backfoot

I.ve just had reason to ring Eon regarding my 77 year old mother's StayWarm account with Eon. They had rung her last evening to give her the confusing and worrying news.

They have quoted a ridiculous increase from £77.44 to £129 per month for next year. (66% increase). :eek:

I asked for their best quote on one of their other tariffs, which was Track and Save at £130 per month till April and £110 after that. So much for the concept of a fixed monthly direct debit. Not only that,she told me all Suppliers do the same.

Anyway,just switched to Scottish Power for a fixed term product at £500 cheaper.

Poor show Eon, you should be ashamed.

maddipops

Eon give generous percentage discounts for paying by dd. why should they be owed money when discounting the bill heavily for dd customers? You get a discount because you pay in advance for your usage. If you don't like I don't pay this way. How much discount does the council give you for paying by dd? The water board? Tv licensing? Car insurance companies? Energy companies are painted as monsters but in this instance people whining about dd increases however large, right before winter need to get a grip. You are only paying for what you use, any left over credit if there is any, will most likely be automatically refunded on April to June bill.