Trouble leaving Eon Staywarm

tuneless_nightingale

We've all heard about Eon ending its Staywarm tariff but my in-laws are currently struggling to leave the contract. They are getting increasingly frail and have moved out of their house, into accommodation nearer us, and plan to rent out their property. Eon has told them they will have to pay the fixed monthly amount until someone else (in this case a tenant) takes on the supply. Meanwhile, Eon says, my in-laws as the owners have responsibility to pay for the supply. This means that they're paying £140 each month to Eon for an empty house, plus their supply at their new address, until their contract ends (March 2014). Has anyone come across this or does anyone have any advice on how to get out of it? It seems ridiculous that a tariff designed to help pensioners is now going to cripple them financially.

Joyful

It does sound odd. Why don't you get the account in your name and choose a tariff with no termination fees until a tenant is found.That way they will pay a lot less.

elle_may

As i understand it you have a contract for 12 mths and you can use as much energy in that time without your dd going up. Much like a fixed tariff, as it is costing to much they are moving people onto other prices. As they estimate your useage over that time you have to stay with them as they have given you a promise not to change your tariff or give you any price rises in that 12mths. So to get their pound of flesh, they need you to keep paying this dd till it ends. It a bit underhand as it gives the impression you can use a much as you like, but it will go up the next year.

abiabc

It is not true that it is a 12 month contract that you cannot leave before the 12 months is up or have exit penalties for leaving. It might appear at first glance to be such but it isn't. There is no mention of exit penalties in the terms and conditions. Or the requirement to stay for 12 months.

This is a fixed 12 months price but you can leave at any time. If you still have last year's renewal documents look at page 3 - Cancellation Fee - none.

So push E-on hard to let your parents change their tariff now to a variable rate tariff with E-on where they actually pay for the energy they use ie very little. Don't let them fob you off. Ask to speak to someone who understands how Staywarm works. As it is now redundant the staff training will have probably gone out of the window.

If this doesn't work they are free to change supplier at any time and leave E-on Staywarm and go to another company that will charge them for what they use. Don't go on a fixed monthly direct debit as they are going to be using very little. Go for billing for what is actually used.

See section 3 of their Terms and Conditions - transferring your supply:- opens as pdf. Sorry as a new user - I joined to make this post - I can't include a link. Do a google search for - eon terms and conditions staywarm. Should bring a link to it or look on the back of your renewal docs from last year. The terms are on the last page. At the end of section 3 it actually states "please tell us if you wish to end this contact".

Plus there has been a material change in the household details - ie number of people living there so that should have reduced the price anyway. If the worst comes to the worst you could stop paying them and they will have to end the contract. But try everything else first.

Hope this is of help. Only someone on Staywarm still - which we are - would be able to navigate their terms and I believe you should be able to leave without penalty

Former_E.ON_Company_Representative:_Malc

Sorry all, missed this one previously.

Just to confirm what abiabc says, there are no cancellation fees or tie-ins with Staywarm. Customers can come off this tariff whenever they like, either to go on to another product or to switch supplier.

OP, your in laws can change tariff immediately and cancel their monthly payments. All our tariffs, though, do have Standing Charges. Therefore, even if there's no usage at the property, there will be a daily charge.

Sorry you were given poor advice OP but hope this helps.

Malc

tattonlady

As an EON user I am really frustrated with their inability to reply to my emails.I finally received a reply today ,which had been sent by a Customer Services representative, but not checked for mistakes,it was incomprehensible.It did not address the problems or refund any money to my bank account as requested and agreed by EON on the phone.

Former_E.ON_Company_Representative:_Malc

Hi tattonlady

I'm really sorry for the delay replying to your emails. I do know there's a backlog in that particular area at the moment but we're working to reduce the waiting times.

No excuse, though, for an incomprehensible reply.

If you drop an email to the address in my Profile with the details, I'll be happy to look into this and feed back to the advisor in question.

Sorry again for the late and poor reply.

Malc