EON cancellation fees??

ess0two

Just had a letter explaining the fuel increases in the New year.

Can i waive the cancellation fees if i move provider due to the impending increases?

backfoot

They can't charge you a cancellation fee following the announcement of a price increase.

The reliable Eon Reps will confirm this tomorrow I am sure.:)

If they don't, ask for further advice and I will provide more detail.

dogshome

Yes, you can move supplier penalty free when you are notified of price increases but you must advise your present supplier in writing, ( An email will do but keep a copy). that you reject the increase and are Switching to another supplier

E.ON_Company_Representative:_Helena

Morning

Thanks guys.

If you decide the change supplier because of the price increase, you must let us know so that we can record this correctly on your account.

Let us know on or before 18 January 2013 that you’d like to change supplier.


Once you’ve let us know, you’ll have 7 days to sign up to a new supplier to make sure we hear from your new supplier within 15 working days.

This then means that you will not pay the increased unit prices and you won't be charged the cancellation fee.

Hope this is clear.

Helena

backfoot

The Ofgem rules are laid out here:

http://www.ofgem.gov.uk/Markets/RetMkts/Compl/pricechange/Pages/Noticeofpricechanges.aspx

You will see that there are no time limits applicable to the Termination Fees and switching. I don't know where any 7 day notification rule has come from, relating to avoiding price increases.

jalexa

E.ON_Company_Representative:_Helena wrote: »

Once you’ve let us know, you’ll have 7 days to sign up to a new supplier to make sure we hear from your new supplier within 15 working days.

I agree with backfoot but two points. Contrary to a previous posters information that "you must advise your present supplier in writing" the Ofgem commentary states that "oral" notification is sufficient.

Regarding the "15 days" issue, the Ofgem commentary does link the "15 days" to the date of the notice of intent to switch, though IMO the actual regulation is worded differently. In practice the increased rates cannot in any event be charged until the notified date of the increase. The issue therefore is only of potential concern if the notice of intent is given close to the increase date.

My advice, given the prospect of festive disruption, intended switchers should get on the case immediately they receive (technically hear about) the increase.

E.ON_Company_Representative:_Helena

Thanks guys, sorry if I've confused this, I didn't mean to.

As it says in the Ofgem rules here. 'Once the customer notifies their existing supplier of their intention to switch, their existing supplier must receive notice (within 15 working days) that the new (gaining) supplier will begin supplying the customer within a reasonable period of time. The new (gaining) supplier is responsible for triggering this notice.'

So, to help the customer we are suggesting they contact their new supplier within 7 days of letting us know they want to change, to give enough time for the loss notification to come through.

The 7 day thing isn't a rule, it is meant as advice to make sure everything is done in the 15 working days.

Is this clearer.

Helena

backfoot

I have a serious suggestion for Eon which could be part of the 'reset' initiative.

Termination Fees are of customer concern as we can see from the Original Poster and many other customers. They can be significant amounts and cause confusion.

Instead of quoting even more conditions, after a price increase, why don't you remove the opportunity to charge a Termination Fee from the system. Any switching customer is then not subjected to spurious argments about notification, oral or written, timings and processing errors.i.e. no termination fees become the default position.

You could point this out in the price notification message stating that cancellation charges are not now applicable to this product.

Otherwise, Eon casts itself as a desperate organisation out to take advantage of any opportunity to penalise you because you opt to use the right to switch.

An easy IT amendment and a customer service win.:)

Better still remove all exit fees and have the courage to compete on price in an open competive market. Such fees are made up penalties for basically doing nothing and have no place in variable priced contracts.

E.ON_Company_Representative:_Helena

Understood.

You know I will pass it on backfoot

Helena

Wywth

ess0two wrote: »

Just had a letter explaining the fuel increases in the New year.

Can i waive the cancellation fees if i move provider due to the impending increases?

Wow, another person who appears to have got a letter from E.on Tuesday morning despite the increase only being announced the day before. Are E.on sending these notices out first class or something?

Anyway, if you are affected by the price increase announced, is there any early exit fee on your current tariff anyway?

ess0two

Wywth wrote: »

Wow, another person who appears to have got a letter from E.on Tuesday morning despite the increase only being announced the day before. Are E.on sending these notices out first class or something?

Anyway, if you are affected by the price increase announced, is there any early exit fee on your current tariff anyway?

I had a £20 termination fee on gas and £10 on electric,if i moved plan or provider.

Just spoke to them,rep told me termination fee was still payable,i disputed this due to them increasing prices within my fuel contract 'saveonline 12'.

Quoted this thread and the replies,got put on hold,then told don't have to pay it.

Have moved to Sainsburys duel fuel 2014 deal through Uswitch.