Eon say I can not switch supplier?

JJ_Egan

You can estimate month 12 .

mnw1888

Hi,


Firstly I would not accept one word EON tell you. The are well know for mis- leading customer.


Secondly you state the building installation was 2008 and I am assuming that is when you started with EON? Is that correct?


Prior to 2012 EON never attributed Standing charges to Bills, so check your old bills to see if standing charges where levied before or on or after that date. that will be the most like reason your bills are going up.


However also remember energy cost should be at an all time low and EON dropped their prices recently by approx. 4 to 5 % , thus your bills should be dropping compared with previous years.


Did EON Mutually agree to levy standing charges n your account anytime after 2011? Suggest you do a double check!


Please note that standard Licence conditions ( SLC ) 22A.2(b) below:-


22A.2 In respect of supplying electricity to a Domestic Customer under a Deemed Contract or Domestic Supply Contract, the licensee must ensure that all Charges for Supply Activities are incorporated within:


22A.2(a) where the Domestic Supply Contract or Deemed Contract is for a NonTime of Use Tariff:


(i) a single Standing Charge; and/or


(ii) a single Unit Rate; and


22A.2 (b) where the Domestic Supply Contract or Deemed Contract is for a Time of Use Tariff:


(i) a single Standing Charge; and/or


(ii) Time of Use Rates.


So why have the not offered this to you.


Are they charging you a standing charge now?


You also say that EON have placed you on a commercial tariff. Please not a commercial tariff is typically more expensive than a domestic tariff, so if anything your bills should be coming down after this has been rectified.
Also to have placed you on a tariff you did not ask or or request is a reach of contract of the original terms and conditions.


I have no reason to believe you are using more energy as you have not enlarged the flat and or added new appliances I.e bigger heaters into the property, so EON reasons to you for the Increase in monthly are untenable. So challenge it and ask them to justify it in writing.


Also shop around if no one else will offer the tariff make a complainant to Ofgem under the Monopolies commission rules and or write to CMA at [EMAIL="energymarket@cma.gsi.gov.uk"]energymarket@cma.gsi.gov.uk[/EMAIL] stating that EON are placing a monopoly hold on your account which is illegal under the Enterprise Act 2002.


One last piece of advice get everything in writing between you and EON including taping your phone calls.


Write to them asking them to explain the commercial tariff mix up. Stick to your guns I see nothing that leads me to believe you are using more energy!

E.ON_Company_Representative:_Helena

mnw1888 wrote: »

Hi,

Welcome to the forum.

It appears you may have missed some of the thread.


Firstly I would not accept one word EON tell you. The are well know for mis- leading customer.


Secondly you state the building installation was 2008 and I am assuming that is when you started with EON? Is that correct?

Our customer (jag64154) has only been in the property 11 months. So they didn't start with E.ON in 2008.


Prior to 2012 EON never attributed Standing charges to Bills, so check your old bills to see if standing charges where levied before or on or after that date. that will be the most like reason your bills are going up.

jag64154 won't have bills from then, as I say they've only been in the property 11 months. Also applies to your comments below.


However also remember energy cost should be at an all time low and EON dropped their prices recently by approx. 4 to 5 % , thus your bills should be dropping compared with previous years.

We'd need to look at usage in kWh, jag64154 has also said it appears they have been put on an incorrect tariff.


Did EON Mutually agree to levy standing charges n your account anytime after 2011? Suggest you do a double check!

Account start date 11 months ago.


Please note that standard Licence conditions ( SLC ) 22A.2(b) below:-


22A.2 In respect of supplying electricity to a Domestic Customer under a Deemed Contract or Domestic Supply Contract, the licensee must ensure that all Charges for Supply Activities are incorporated within:


22A.2(a) where the Domestic Supply Contract or Deemed Contract is for a NonTime of Use Tariff:


(i) a single Standing Charge; and/or


(ii) a single Unit Rate; and


22A.2 (b) where the Domestic Supply Contract or Deemed Contract is for a Time of Use Tariff:


(i) a single Standing Charge; and/or


(ii) Time of Use Rates.


So why have the not offered this to you.


Are they charging you a standing charge now?


You also say that EON have placed you on a commercial tariff. Please not a commercial tariff is typically more expensive than a domestic tariff, so if anything your bills should be coming down after this has been rectified.
Also to have placed you on a tariff you did not ask or or request is a reach of contract of the original terms and conditions.

There is only the one tariff available for Economy 18. This is what the customer should be billed on and we'll investigate if they have been placed on an incorrect tariff.


I have no reason to believe you are using more energy as you have not enlarged the flat and or added new appliances I.e bigger heaters into the property, so EON reasons to you for the Increase in monthly are untenable. So challenge it and ask them to justify it in writing.

We need to look at usage in kWh.


Also shop around if no one else will offer the tariff make a complainant to Ofgem under the Monopolies commission rules and or write to CMA at [EMAIL="energymarket@cma.gsi.gov.uk"]energymarket@cma.gsi.gov.uk[/EMAIL] stating that EON are placing a monopoly hold on your account which is illegal under the Enterprise Act 2002.

As I say, we are not objecting to the switch, the customer may leave. But they need to ensure other suppliers can support the metering set up and bill the account.


One last piece of advice get everything in writing between you and EON including taping your phone calls.


Write to them asking them to explain the commercial tariff mix up. Stick to your guns I see nothing that leads me to believe you are using more energy!

My replies are in bold, I hope it's clear.

Thank you

Helena

mnw1888

Hi Helena EON rep,


I see nothing in your reply that justifies additional or almost double monthly charges.


Ignoring for the moment the wrong tariff problem, Why have you / EON not justified in writing to the customer a full explanation for the increase in monthly charge?


Their are no additional appliances , no higher kW rated appliances in use, the customer Is not using equipment 25 Hrs a day, so why should the costs double?


At least be honest and fair with the customer as it appears EON where at fault applying a commercial tariff to a domestic property and that should reflect a credit in energy costs when you have sorted it out. Remember the EON obligation pursuant to the requirement of SLC 25C.4.


I see no fault here on the customer part. I see no justification for increase monthly costs. I await your detailed calculation to prove me wrong!

jag64154

mnw1888

thank you for your input, however, I will now wait to see the response from Eon and go from there.

As Helena has said, I can contact her directly in the future concerning this single issue, and again I thank her for her input.

Nada666

mnw1888 wrote: »

Hi Helena EON rep,


I see nothing in your reply that justifies additional or almost double monthly charges.


Ignoring for the moment the wrong tariff problem, Why have you / EON not justified in writing to the customer a full explanation for the increase in monthly charge?


Their are no additional appliances , no higher kW rated appliances in use, the customer Is not using equipment 25 Hrs a day, so why should the costs double?


At least be honest and fair with the customer as it appears EON where at fault applying a commercial tariff to a domestic property and that should reflect a credit in energy costs when you have sorted it out. Remember the EON obligation pursuant to the requirement of SLC 25C.4.


I see no fault here on the customer part. I see no justification for increase monthly costs. I await your detailed calculation to prove me wrong!

Again, more nonsense.

The OP has only now explained the problem - a commercial tariff which can indeed quadruple the standing charge (from 26p to £1 a day).

The telephone representative was talking nonsense - if there was an incorrect transfer then, of course, the customer can claim. But you are attacking the online rep for no reason.

mnw1888

Nada666 wrote: »

Again, more nonsense.

The OP has only now explained the problem - a commercial tariff which can indeed quadruple the standing charge (from 26p to £1 a day).


As I said Commercial tariff are more expensive than domestic , so no justification for higher monthly charge. The rep should have known this without the need for facts. Commercial are always higher than domestic properties.

The telephone representative was talking nonsense - if there was an incorrect transfer then, of course, the customer can claim. But you are attacking the online rep for no reason.

I assume that you mean EON telephone rep , but have to disagree . All Energy companies are obliged to tell the truth by reference to standard licence conditions (SLC) 25C.4 pursuant to the Electricity Act 1989, namely

SCL 25C.4 The Standards of Conduct are that: (a) the licensee and any Representative behave and carry out any actions in a Fair, honest, transparent, appropriate and professional manner;

(b) the licensee and any Representative provide information (whether in Writing or orally) to each Domestic Customer which:

(i) is complete, accurate and not misleading (in terms of the information provided or omitted);

(ii) is communicated (and, if provided in Writing, drafted) in plain and intelligible language;

(iii) relates to products or services which are appropriate to the Domestic Customer to whom it is directed; and


(iv) is otherwise Fair both in terms of its content and in terms of how it is presented (with more important information being given appropriate prominence);
In a public forum, that places even greater responsibility on any rep explaining matters and one of the reasons EON's customer service is very poor. But they are not the only one's who have that problem. Let EON reps be it on a forum or by telephone explain in more detail which is fair , accurate professional and not misleading, and does not omit relevant facts, but the problem is there head office will not allow to do that.

There is telling the truth and being economical with the truth I only wish they would tell the truth in accordance with UK law. We d not want them to break the law now do we?

E.ON_Company_Representative:_Helena

We appear to have really upset you mnw1888, do you have an account with us? Has something gone wrong?

Is there something I can look at, or help you with?

Please let me know

Helena

mnw1888

E.ON_Company_Representative:_Helena wrote: »

We appear to have really upset you mnw1888, do you have an account with us? Has something gone wrong?

Is there something I can look at, or help you with?

Please let me know

Helena

yes, all I ask is that any energy company rep, do your job in a professional, fair accurate , and transparent way, which is completely, accurate and does not mis lead or omit material information all in accordance with SLC 25C.4 be that on this forum or by telephone, to your call centre and or by mail.


You never know if EON try compliance with SLC 25C.4, the 200,000+ customers complaining every month for over the last two years, might even reduce by half, next month and then by half the month after and keep going to there is zero complaints. At the same time other energy companies can follow suit.


What upset me, is representatives not telling the whole truth whichever company you work for.


Clearly there is a major mix up with Jag account and I trust that you will now ensure it all sort quickly and professionally without further delay and as a sign of goodwill send him a large cheque for his loss and inconvenience.


Cash and a reduction in customer complaints, now that would be something for EON to aspire to. Lets see it happens with Jag problem.

Bluebirdman_of_Alcathays

mnw1888 wrote: »

yes, all I ask is that any energy company rep, do your job in a professional, fair accurate , and transparent way, which is completely, accurate and does not mis lead or omit material information all in accordance with SLC 25C.4 be that on this forum or by telephone, to your call centre and or by mail.


You never know if EON try compliance with SLC 25C.4, the 200,000+ customers complaining every month for over the last two years, might even reduce by half, next month and then by half the month after and keep going to there is zero complaints. At the same time other energy companies can follow suit.


What upset me, is representatives not telling the whole truth whichever company you work for.


Clearly there is a major mix up with Jag account and I trust that you will now ensure it all sort quickly and professionally without further delay and as a sign of goodwill send him a large cheque for his loss and inconvenience.


Cash and a reduction in customer complaints, now that would be something for EON to aspire to. Lets see it happens with Jag problem.

And who the !!!! made you judge and jury?!

Eon are the only company that bother coming here anymore, and they do a great job. And then pillocks like you come along.

They probably wonder why they bother.