MSE big switch eon to eon?

Former_E.ON_Company_Representative:_Malc

youravinalarrrf wrote: »

The terms and conditions are here https://www.moneysupermarket.com/gas-and-electricity/policydocuments/MSETCsSept15Collective.pdf

(I found this link during the application process)

Thanks for posting the link youravinalarrrf. Much appreciated.

Malc

Former_E.ON_Company_Representative:_Malc

Shrimply wrote: »

There is really no point me complaining as it won't make any difference, but I do think that charging extra to customers who wish to consistently clear all their debt with you each month is very unfair. And I can't possibly see how it costs more to take a variable direct debt than a fixed one. You still have to generate a bill each month. If other companies can do it without penalising customers then why can't E.ON?

Ultimately though I think you are kindof missing my point here, because you are still doing it. If you offer both a fixed monthly direct debit and a variable monthly direct debit there is no logic into referring to the fixed one as a "Monthly Direct Debit", because it's incredibly confusing and misleading.

Why from reading this sentence;

Would I be incorrect in assuming that I could pay Monthly by variable Direct Debt (which you offer) and still get the discount?

Hi Shrimply

I agree. I personally dislike the term 'Fixed' when referring to Direct Debits as it implies they don't change. As they're based on prices and usage, there's the possibility they might go up/down if either of these change. That's why I refer to them as 'Monthly.' As can be seen in various threads on these Forums, there's a tendency for some to regard 'Fixed' as meaning the monthly amounts will never change regardless of how much energy's used. Not saying this applies to you, it's just something that crops up regularly. In fact, my colleague Helena was talking to a customer about this very thing in another thread earlier this week. Totally understand, the term 'Fixed Direct Debit' still appears in parts of our website and in letters/emails. It's something I've raised a few times.

Just to be clear, the payment adjustment only applies to customers paying with a regular Monthly Direct Debit where we collect a set amount on an agreed date each month. Customers paying different amounts through a Variable Direct Debit will not receive this adjustment. Variable Direct Debit accounts are billed quarterly.

A benefit with Monthly Direct Debits is the ability to take more control over the arrangement. This is through the 'Direct Debit Manager.' This online tool helps customers keep an eye on the arrangement, including being able to alter the amount to better suit changing circumstances.

Sorry you don't like our payment arrangements Shrimply. I'll be honest, I know of no plans to change the current set up either now or in the foreseeable future.

Malc

jwatt

To Eon rep

I'm considering switching to Eon from the Co-op.

Are Eon thinking of changing their web site or billing software in the forseeable future?

7_week_wonder

E.ON_Company_Representative:_Malc wrote: »

Morning 7 week wonder

Not a daft question at all. I can see the concern but don't worry. When accounts are applied for by any supplier, it's the unique industry supply numbers that are used. For electricity, it's the Meter Point Administration Number (MPAN) and for gas it's the Meter Point Reference Number (MPRN).

Among other things, these numbers identify the meters at individual properties and it's these that are applied for during a switch. How accounts are set up is down to individual suppliers. Having separate accounts for electricity and gas won't affect any switch.

If you want to know your particular supply numbers, have a look at your bills. They'll be listed on there.

Hope this helps 7 week wonder.

Malc

That's my last excuse for not switching gone! Thanks for the explanation and reassurance.

youravinalarrrf

E.ON_Company_Representative:_Malc wrote: »

Customers coming to us from another supplier will receive a Welcome Pack within about 6 working days of starting the switch. This will include the T&Cs. Customers changing tariff will receive an email confirming the change within about 4 working days. This will have a link to the T&Cs.

Malc any chance E.ON could add an initial email to the process confirming that the application from CEC has been received and will be processed in the next few days?

The reason for asking is that I have previously had an application to another supplier made via CEC vanish down a black hole for an unbelievable 6 weeks with no explanation provided by CEC.

MSE_Dan_L

youravinalarrrf wrote: »

Malc any chance E.ON could add an initial email to the process confirming that the application from CEC has been received and will be processed in the next few days?

The reason for asking is that I have previously had an application to another supplier made via CEC vanish down a black hole for an unbelievable 6 weeks with no explanation provided by CEC.

Hi Youravinalarrf

Sorry to hear that you had this problem in the past. When you switch through Cheap Energy Club, as long as you receive our switch confirmation email, you can be assured that your chosen supplier will get your application.

The frustrating part is that sometimes suppliers can have technical issues after MoneySuperMarket (we use MSM's application process as part of Cheap Energy Club) have sent the switch to them. It is quite rare for this to happen and certainly if you've waited more than a few weeks and your chosen supplier can't help you, we'd be happy to step in and get this escalated for you.

For the collective, we've put in special processes with Eon to go over and above the normal send process to try and make sure glitches like this don't happen. This includes internal escalation routes for Eon's call agents to speak to its back-office team to locate switches if they don't automatically appear on their systems.

I hope this goes some way to reassuring you.

youravinalarrrf

MSE Dan L no point arguing over water that's gone under the bridge a long time ago. An extra initial email from E.ON confirming receipt of the application would avoid the black hole that existed previously and add peace of mind for the customer.

Former_E.ON_Company_Representative:_Malc

NittyGritty wrote: »

I forgot to ask, as I,m currently with Eon, and thinking of switching to the new Eon Mse Tarriff, do I keep my current account number and email address associated with that account ? or do I have to sign up again to log into my new account

Hi NittyGritty

Yes, apart from the tariff, just about everything else stays the same. You'll continue with the same account number and the email address you've registered doesn't need changing unless by your choice. Also, there's no need to re-register with our website. You can continue with the same username and password as now. Similarly with Rewards. If you've opted in to this scheme, you'll continue to earn points at about 4 a day.

One thing that will be affected is Price Alerts. They don't apply to this tariff as it's a standalone product and there won't be future versions.

Hope this helps NittyGritty.

Malc

molerat

youravinalarrrf wrote: »

MSE Dan L no point arguing over water that's gone under the bridge a long time ago. An extra initial email from E.ON confirming receipt of the application would avoid the black hole that existed previously and add peace of mind for the customer.

I received an e-mail from CEC as soon as I applied and an e-mail from EOn the next morning.

Former_E.ON_Company_Representative:_Malc

jwatt wrote: »

To Eon rep

I'm considering switching to Eon from the Co-op.

Are Eon thinking of changing their web site or billing software in the forseeable future?

Hi jwatt

We're always looking to improve our products and services. Development of both the website and billing processes are ongoing projects.

For instance, earlier this year we introduced a new online tool called 'Track My Switch.' This lets customers see where they are on their switching journey and what will be happening next. Recently, we added a facility to our phone app too. Now, depending on the type of phone they have, customers can leave reviews about their experiences with us. This is being trialled at the moment with a view to widening its availability.

Similarly, we're continually looking to improve our billing system. A lot of this is behind the scenes but customers will see the benefits as improvements start to have an impact.

Is there anything in particular you would like to see jwatt? Not making any promises but I'm always happy to feed suggestions/criticisms back to the relevant areas of the business.

These are just a few examples of what we're doing but hope they're of interest.

Malc