Big hikes in direct debit payments - EON

MisterCee72

Thank you for the positive feedback backfoot and DirectDebacle. It's good to finally feel some shared sense of getting somewhere with this issue and hopefully other E.ON customers will end benefitting from this too.

Just returned to the forum and happened upon a post from E.ON rep Helena, which I cannot link to as I'm a new user, but the thread number is 3629707 and headed 'E.ON press the re-set button'. That in turn leads to the link on E.ON's website about this apparent "reset" and what that is proposed to do.

Maybe it's a coincidence with the timing, but it's a step in the right direction that they've finally decided to stop playing make believe on this matter.

A couple of quick thoughts upon first read of the CEO's comments.....

The E.ON review is broader than simply the direct debit problem and looks like it will encompass the complexity of their many and various price plans, per Ofgem's recent report recommending that energy companies simplify their price plans.

E.ON state that this review will take some SIX months to complete, which you can effectively call seven months as Ofgem's recommendation went out on 14th October. It's not my place to state whether that seems too long, but six months from today's date gets them comfortably clear of the most profitable part of the calender for consumer energy consumption.

As has been pointed out on here, E.ON would still have a legal responsibility, under their licence requirements, to clearly explain how the direct debit is calculated to anyone who requests it.

Perhaps one of the E.ON reps would like to jump back into this thread, rather than just starting a new one, and make it known how their company plans to comply with their licence requirements per direct debits whilst this review is ongoing, as whilst Helena refers to direct debits in her post this morning, the CEO makes no reference to that at all in his statement.

As before, I would be happy to receive details of the Consumer Focus contact info, as I'm sitting on some detailed email trails to and from E.ON, which might be of interest or value to any investigation that Consumer Focus seek to undertake.

DirectDebacle

Have now heard back from C.F. They monitor the inbox so send an email from here using the address shown under Email us.
Subject title: Eon DD Policy Attn C Urquhart.

State of play at the moment. C.F. have made enquiries of Eon and are waiting for a response.

At the moment no need to change position on challenging unexplained/unwarranted DD adjustments and copying same to Consumer Focus. Eon may well review their policy but that doesn't necessarily mean they will change it.

Please note the contact details above are only in respect of Eons Direct Debit zero spring balance policy.

For other Eon related matters and all other suppliers follow the link to Consumer Direct.

minnie123

I just got a letter from eon today stating they are upping my DD from £120 a month to £188 - I am only £30 in debit!!. I have just been on uswitch and i'm just changing suppliers now. I got all my energy bills out for the last 3 years and I have never spent more than £110 a month - the most I ever paid on a DD was £153 and that was because I was playing catch up as I moved and didn't pay any DD for 3 months. I would ring eon but last time I got spoken to like I was an idiot.

I am about to cancel my DD too don't want them taking £188 out next week!! I will just pay the last bill as what it is. Ridiculous!!

chris-j

My DD was increased by £19 despite being in credit. I calculated my usage and suggested to them a £9 increase was more appropriate at most although I thought no change needed. EON got back to me and said they knew better.
When my current plan expires in January EON will have 1 less customer.

They are all robbers so everyone should keep switching.

Teg

I'm another person who has registered for these forums in response to this issue.

I was facing a £35 increase despite being in credit. When I rang to complain, I was firstly told that the systems didn't allow the direct debit figure to be changed once it had been calculated. Knowing this to be untrue, I stuck it out and insisted my call was escalated to someone who could change it.

Having joined Eon in November 2009, the fact that I was in credit 2 years later would seem to indicate that the direct debit system was working with me paying the right amount over the last 2 years for the energy I used ... not according to Eon, who were insistent that the balance on the account has to be around zero next May. Therefore, they were insisting that the monthly direct debit payment be set at the level I use through winter, rather than what I will use over the year.

Eventually, we compromised on the level of increase - but the bottom line is that I am now leaving Eon. This issue has turned a happy, satisfied customer into a disappointed ex-customer.

DirectDebacle

minnie123 wrote: »

I just got a letter from eon today stating they are upping my DD from £120 a month to £188

chris-j wrote: »

My DD was increased by £19 despite being in credit. I calculated my usage and suggested to them a £9 increase was more appropriate

Teg wrote: »

I'm another person who has registered for these forums in response to this issue.

Teg welcome to MSE and thank you all for posting. Would you all consider copying Eons demands to Consumer Focus using the link and C.F. staff member stated in post #143. I see you are all voting with your feet. However if C.F. have more ammunition to fire at Eon it may help prevent others from becoming victims of their practice.

Thanks.

elliesmemory1

Ive just got off the phone with Eon after being told that they are going to double my dd dispite me being ove r£110 in credit. Oh no you are not I say, to be told it has to go up.
Cut a long story short Im leaving Eon.
This was the last straw after many recent mistakes.

rainbow143

My father has just had a letter from Eon to say they are increasing his Direct Debit from £61 to £135!! Over double. Is that a record?
He is nearly £30 in credit by the way.
I have phoned Eon today. No option. Pay the increase or else.
How do you console your father? He is 89 years old. I will encourage him to switch supplier.
Eon - you should be ashamed.

jalexa

Hardupandfedup wrote: »

Oh no you are not I say, to be told it has to go up.
Cut a long story short Im leaving Eon.

Well, the calculation may or may not be correct in accordance with Eon's discredited short year or "spring-aligned" calculation, but the correctness cannot be determined without reference to a "clear explanation" of the calculation, something you are entitled to and the failure to provide such is a breach of supply regulations. That is grounds for a formal complaint to Eon and you could also add disatisfaction with the intransigent conduct of the "so-called" adviser.

Almost certainly a new supplier payment calculation will be calculated over 12 months, not the 6 months Eon are trying to impose.

BTW leaving makes no difference to the entitlement to raise a complaint. If you complain and switch you will score a double blow against Eon.

snowcat53

Same issue with EDF. There is another thread discussing whether these increases (unjustified and not properly explained) breach the SLCs 27.14 and 27.15