E.ON Energy Fixed 1 Year v19 NOT ending today (04/02/16)

onzey

Thought you were on a collective tariff now FOREVER21?

If so, how come you're getting Price Alerts? Isn't that against E.ON rules?

(referring to what I was told in post #12)

FOREVER21

onzey wrote: »

Thought you were on a collective tariff now FOREVER21?

If so, how come you're getting Price Alerts? Isn't that against E.ON rules?

(referring to what I was told in post #12)

Yes I am now on EHL collective wef 15Feb .This was changed on19Feb and backdated to when I applied.

No idea how I got my alert,must have been generated by them whilst in the process of updating my account😀

Mind having said that the e-mail telling me about my new tarif includes the message that I will get alerts⚠️

onzey

FOREVER21 wrote: »

Mind having said that the e-mail telling me about my new tarif includes the message that I will get alerts⚠️

Can't see that in my email on 4th Feb for my new MSE Collective tariff. (Have the rules changed? If so, where's my Price Alert email?)


One thing I have just noticed in my email is, it starts off:

"We're really pleased you've found our best tariff for you* and etc.etc."

Hmm, "you" with an asterisk or perhaps "best tariff for you" with an asterisk. What does the asterisk mean?

So I went searching for what * indicates and way down towards the bottom of the email it says:

* Excludes Collective Switches

Does that make any sense? I've just switched to a collective.

:huh:

Former_E.ON_Company_Representative:_Malc

youravinalarrrf wrote: »

My Price Alert email for V20 has finally arrived. Woohooo!

It's shocking that E.ON think this length of delay between a new tariff being released and them notifying customers via the Price Alert email is acceptable.

The only surprising thing is that V20 hasn't already been replaced. :rotfl:

I agree youravinalarrrf. For those who've opted in, we send Price Alerts within 10 days of the launch of a new version of a customer's fixed tariff. This isn't particularly helpful when tariffs change as quickly as they have recently.

I've raised this as an official issue to see if this service can be improved. Not promising I can make a difference but I'll follow this through and let you know the outcome.

Malc

Former_E.ON_Company_Representative:_Malc

FOREVER21 wrote: »

Mine only arrived on Saturday, I guess if the v 20 had been any good and better than the v19, it might well have been withdrawn before I got the alert!

FOREVER21 wrote: »

Yes I am now on EHL collective wef 15Feb .This was changed on19Feb and backdated to when I applied.

No idea how I got my alert,must have been generated by them whilst in the process of updating my account😀

Mind having said that the e-mail telling me about my new tarif includes the message that I will get alerts⚠️

Hi Forever21

I suspect you're right. Price Alerts go out in batches and yours may well have been in the pipeline before your switch to the EHL Collective was uploaded on to your account. Probably too late to stop the alert going out.

Just to confirm, going forward, customers on a collective tariff with us won't receive Price Alerts. This is because collectives are one off standalone tariffs. As such, no future versions of the tariff will be released.

As above, I take on board the drawbacks with the current Price Alerts system. Am doing what I can to help improve this.

Malc

Former_E.ON_Company_Representative:_Malc

onzey wrote: »

Thought you were on a collective tariff now FOREVER21?

If so, how come you're getting Price Alerts? Isn't that against E.ON rules?

(referring to what I was told in post #12)

onzey wrote: »

Can't see that in my email on 4th Feb for my new MSE Collective tariff. (Have the rules changed? If so, where's my Price Alert email?)


One thing I have just noticed in my email is, it starts off:

"We're really pleased you've found our best tariff for you* and etc.etc."

Hmm, "you" with an asterisk or perhaps "best tariff for you" with an asterisk. What does the asterisk mean?

So I went searching for what * indicates and way down towards the bottom of the email it says:

* Excludes Collective Switches

Does that make any sense? I've just switched to a collective.

:huh:

Hi onzey

No, the rules haven't changed regarding the collective tariffs we're involved with and our Price Alerts. As above, customers on collective tariffs won't receive Price Alerts as these products are one offs and no future versions will be released. I agree, this needs to be made clearer on the emails we send out. I'll add this to the internal request I've raised with suggestions to help improve this service.

Malc

onzey

E.ON_Company_Representative:_Malc wrote: »

Hi onzey

No, the rules haven't changed regarding the collective tariffs we're involved with and our Price Alerts. As above, customers on collective tariffs won't receive Price Alerts as these products are one offs and no future versions will be released. I agree, this needs to be made clearer on the emails we send out. I'll add this to the internal request I've raised with suggestions to help improve this service.

Malc

Hi Malc

Who is setting the rules on this Price Alert service? Is it E.ON or is Ofgem involved, i.e. E.ON's hands are tied in some way?

Why won't E.ON implement the suggestions to improve the service I made in post #13, i.e.

"....... a system of Price Alerts (preferably to be received well within 10 working days) that tells any customer who is signed up to it of any new tariff that becomes available in case it is of interest?"

I don't think anyone would object to such a Price Alert service. Do you?

Former_E.ON_Company_Representative:_Malc

onzey wrote: »

Hi Malc

Who is setting the rules on this Price Alert service? Is it E.ON or is Ofgem involved, i.e. E.ON's hands are tied in some way?

Why won't E.ON implement the suggestions to improve the service I made in post #13, i.e.

"....... a system of Price Alerts (preferably to be received well within 10 working days) that tells any customer who is signed up to it of any new tariff that becomes available in case it is of interest?"

I don't think anyone would object to such a Price Alert service. Do you?

Morning onzey

Couple of things here. We've a regulatory requirement to let customers know if there's a cheaper tariff available. This is done through a 'Could You Pay Less?' message on every annual summary, renewal and bill/statement raised.

Price Alerts are an added online service we provide to let customers on fixed tariffs know if another version of their product becomes available. The mechanics of this operation is down to us and this is what I've raised as per some of my earlier posts in this thread.

Collective tariffs are a different kettle of fish. They're only provided through a third party, like MSE, with no affiliation with an energy supplier. We're not allowed to offer the tariff directly through our website or over the phone. If we did, we may be breaking our licence conditions. Similarly with Price Alerts. They could be seen as a form of promotion.

The rules have been eased a little and we're now allowed to let customers know about collectives through the 'Could You Pay Less?' message. This, though, only applies to those collectives that can be signed up to after the auction has taken place and before the offer closes.

At the moment, Price Alerts only apply to our fixed term contracts so aren't relevant to our variable tariffs. This is under review. As above, collectives stand outside of this framework altogether and need to be handled differently.

I'll update this thread when I've more information about the issues I've raised but hope this explains where we're currently at.

Malc

onzey

E.ON_Company_Representative:_Malc wrote: »

Morning onzey

We've a regulatory requirement to let customers know if there's a cheaper tariff available. This is done through a 'Could You Pay Less' message on every annual summary, renewal and bill/statement raised.

Malc

So, leaving collectives aside for the moment, does that statement mean any cheaper tariff available, or does the 'Could You Pay Less' message only tell if there's a cheaper version of the product the customer is on?

For example, were people on the Age UK fixed 2 year tariff told at anytime via this method that a Fixed 1 year tariff would mean they could pay less?

Or would they only be told if a new Age UK fixed 2 year tariff with lower costs became available?

If some other, cheaper, non Age UK fixed 2 year tariff had been announced, would that have been conveyed to them via the 'Could You Pay Less' message?

Former_E.ON_Company_Representative:_Malc

onzey wrote: »

So, leaving collectives aside for the moment, does that statement mean any cheaper tariff available, or does the 'Could You Pay Less' message only tell if there's a cheaper version of the product the customer is on?

For example, were people on the Age UK fixed 2 year tariff told at anytime via this method that a Fixed 1 year tariff would mean they could pay less?

Or would they only be told if a new Age UK fixed 2 year tariff with lower costs became available?

If some other, cheaper, non Age UK fixed 2 year tariff had been announced, would that have been conveyed to them via the 'Could You Pay Less' message?

Yes, that's right onzey. The 'Could You Pay Less?' message on bills/statements, annual summaries and renewals compares the customers current tariff with those we've available at the time the relevant document is raised.

In the example you mention, customers on our Age UK Fixed 2 Year tariff will have been told of any cheaper options available at the time the message was issued.

Hope this explains. There's more information about these messages on our website in the 'Help and Support' section - 'understanding your bill' (item 7).

Malc