Eon 9V vs 10V refund

Legacy_user

hi,am adding this just in case anybody else had the situation

i was coming to the end of a fixed rate duel fuel with Eon,the lady on the phone found me a better deal with the V10 a saving of £100

all good and excepted it,3days later i had a letter of Eon saying i could save £170 duel fuel on the V9

had a look into this and found the offer had stopped,gutted as they had sent me info on it

anyway i have just phoned them complaining that they had sent me the offer better than the V10 and said i thought it was unfair to advertise this then withdraw the offer

they have now credited my account with £72 for the loss of offer so when you add it up although im on the V10 my savings come out as if i was on the V9,total approx £170yr,

so if anybody has the same problem complain,it is worth it

Former_E.ON_Company_Representative:_Malc

Hi bournemouth bell

Thought I'd pop on and confirm, we made a mistake with our Economy 7 Fixed 1 Year v9 prices. To put this right, we launched version 10.

Economy 7 prices on version 10 are more expensive. Any Economy 7 customer we quoted on version 9 who've been disadvantaged as a result of this mistake should contact us.

As well as phoning, customers can let us know through our website. We've put a message near the top of the 'Products and Services' page.

This also applies to those customers who've received a 'could you pay less' message that specifically mentions version 9.

These customers will be put on version 10 but we'll give them £71 to make up for the difference. This will appear on their first bill in the New Year.

We believe this amount will cover most cases but anyone who thinks it falls short should tell us. We'll then do a personalised calculation based on the difference between versions 9 and 10.

If it turns out a customer is owed more, we'll give them the higher amount. If it's less, they'll still receive £71.

Really sorry for this mistake bournemouth bell but hope you're ok with your refund.

Malc

Canny_mal

E.ON_Company_Representative:_Malc wrote: »

Hi bournemouth bell

Thought I'd pop on and confirm, we made a mistake with our Economy 7 Fixed 1 Year v9 prices. To put this right, we launched version 10.

Economy 7 prices on version 10 are more expensive. Any Economy 7 customer we quoted on version 9 who've been disadvantaged as a result of this mistake should contact us.

As well as phoning, customers can let us know through our website. We've put a message near the top of the 'Products and Services' page.

This also applies to those customers who've received a 'could you pay less' message that specifically mentions version 9.

These customers will be put on version 10 but we'll give them £71 to make up for the difference. This will appear on their first bill in the New Year.

We believe this amount will cover most cases but anyone who thinks it falls short should tell us. We'll then do a personalised calculation based on the difference between versions 9 and 10.

If it turns out a customer is owed more, we'll give them the higher amount. If it's less, they'll still receive £71.

Really sorry for this mistake bournemouth bell but hope you're ok with your refund.

Malc

Hi Malc

I'm in the exact position you describe in your post, ie I'm an Economy 7 customer who got a quote for the v9 tariff (I still have the print out of the quote) but by the time I'd requested to switch it it had been replaced by v10. I used the contact form on the E.on website and spoke with someone in the resolutions team last Friday.

At first he wasn't prepared to do anything for me at all and merely invited me to contact the ombudsman. When I pressed the matter he offered a £50 credit on my account which I accepted. However having read your post it seems the standard resolution to this issue is a £71 credit so I now feel I've been fobbed off with a inferior offer.

Are you able to look into this for me and credit my account with an additional £21 to bring me in line with other customers in the same situation if I provide you with my details?

Former_E.ON_Company_Representative:_Malc

Hi Canny_mal

I'm sorry you didn't have a very good experience when you spoke to us recently. I'll be happy to take a look for you.

Have you switched to version 10 now?

I ask because changing tariff isn't something I can do. This is dealt with by a particular team who've different access to me. To change tariff, you'll need to either talk to this team or switch online through our website.

Version 10 ended yesterday and isn't available any longer. It's been replaced by version 11 which is more expensive.

I can, though, look to see what's been done on your account. To be honest, the £50 credit doesn't sound like it's to do with the Economy 7 prices on version 9. This may be for something different.

The £71 I mentioned isn't added to accounts immediately by an advisor. It needs to be raised as a separate complaint category and refunds are automatically applied on the first bill in the New Year. This is so we can keep track of the impact of this mistake and report to our regulators.

I'm speculating a lot here and could be way off the mark. If you drop an email to the address in my Profile, I'll take a look and give you an accurate answer.

Look forward to hearing from you Canny_mal.

Malc

legalfreak22

Hi Malc,

I'm in the same boat. I had to call Eon customer services to obtain the refund. However, what I don't understand is what the 'first bill in the New Year' means. In my case, my last bill for 2014 is in December and I'm billed quarterly. Does this mean I will have to wait until March 2015? Or can I can I generate a bill on January 1st to obtain the £71?

Waiting until March seems quite excessive.

Many thanks.

Former_E.ON_Company_Representative:_Malc

Hi legalfreak22

As far as I'm aware, payment of the £71 will be on the next scheduled bill in the New Year. Creating your own bill won't pick up the payment.

This is because the payments need to be registered and reported. Unscheduled bills may not be picked up and this could give a skewed impression of the impact this has had.

To be honest, I'm not sure as I haven't been asked this before. I'll go away and find out.

I'm not in for a few days so will pick up again next week.

Thanks.

Malc