Energy club - eon

mkcj

Hello,

I had an email "E.ON - Fix 2 Year MSE Collective Feb 2019 is now in progress". on 20th February.

I have heard nothing since, says still in progress on site.

I thought a would receive a welcome pack in a week or so but have heard nothing.

I have never done this before.

Could anyone tell me if this is normal or I should heard something by now?

Thank you.

PeterGr

Unfortunately it seems to be the norm. I opted for an E-ON tariff in September and had to wait 20 days to hear from E-ON. They will normally process the switch to take effect from the date of your application. No one at E-ON is able to tell you anything during the process, and the In Progress tag on MSE stays in place long after the switch has happened. So fingers crossed!


I read a post yesterday from someone with a similar delay, and the E-ON rep acknowledged that high demand was the reason for the delay. https://forums.moneysavingexpert.com/discussion/5960866/mse-big-winter-energy-switch&page=4#topofpage

Former_E.ON_Company_Representative:_Malc

mkcj wrote: »

Hello,

I had an email "E.ON - Fix 2 Year MSE Collective Feb 2019 is now in progress". on 20th February.

I have heard nothing since, says still in progress on site.

I thought a would receive a welcome pack in a week or so but have heard nothing.

I have never done this before.

Could anyone tell me if this is normal or I should heard something by now?

Thank you.

Hello mkcj and thanks for moving to our MSE Collective tariff.

I'm sorry for the delay. As PeterGr says, we're currently working through a backlog due to the higher than expected take-up for this tariff. We're looking to be in a better position by the end of the week.

Don't worry, as you've received the confirmation email from the Cheap Energy Club, you'll go on to this tariff. The start date will also be backdated to the day you signed up. Once done, the Welcome Pack will be sent.

Sorry again for the delay mkcj.

Malc

Former_E.ON_Company_Representative:_Malc

PeterGr wrote: »

Unfortunately it seems to be the norm. I opted for an E-ON tariff in September and had to wait 20 days to hear from E-ON. They will normally process the switch to take effect from the date of your application. No one at E-ON is able to tell you anything during the process, and the In Progress tag on MSE stays in place long after the switch has happened. So fingers crossed!


I read a post yesterday from someone with a similar delay, and the E-ON rep acknowledged that high demand was the reason for the delay. https://forums.moneysavingexpert.com/discussion/5960866/mse-big-winter-energy-switch&page=4#topofpage

Hello PeterGr and thanks for posting the link.

I'm sorry you didn't have a very good experience when switching to another of our tariffs last September. Was this a collective deal similar to the one discussed here and in the linked thread? Also, was it an internal move or a change of supplier?

I'm feeding back to senior management on several things to do with tariffs/switches and will include your poor experience.

Thanks again for your input PeterGr.

Malc

PeterGr

Malc - It was an internal move in the last 6 weeks of the Go online 1 year v1 tariff, to move to the Go online 1 year v18 which was exclusive through comparison sites, and which MSE promoted in one of its emails, and advised of its imminent expiry.


May I suggest he considers the experience of changing landline & broadband supplier. In that case within 48 hrs of making an online application I had received emails, texts and letters through the post from the new and previous suppliers. So although it was a month until that switch took place I was certain that it was being arranged.


On contrast after expiry of the "cooling off" period I contacted E.ON for confirmation that my application was being processed but could not get any information, only advice that it could take 21 days. As the tariff was no longer available the customer is faced with uncertainty and the risk that another deal may be more expensive. ( The fact that I was an existing customer made this rather ridiculous.)


I have read similar accounts on this forum, which I joined when searching for information about processing of the v18 offer that had been promoted by MSE. Your contributions on this forum make the processes less uncertain, so are welcomed. Thanks, Peter

Former_E.ON_Company_Representative:_Malc

PeterGr wrote: »

Malc - It was an internal move in the last 6 weeks of the Go online 1 year v1 tariff, to move to the Go online 1 year v18 which was exclusive through comparison sites, and which MSE promoted in one of its emails, and advised of its imminent expiry.


May I suggest he considers the experience of changing landline & broadband supplier. In that case within 48 hrs of making an online application I had received emails, texts and letters through the post from the new and previous suppliers. So although it was a month until that switch took place I was certain that it was being arranged.


On contrast after expiry of the "cooling off" period I contacted E.ON for confirmation that my application was being processed but could not get any information, only advice that it could take 21 days. As the tariff was no longer available the customer is faced with uncertainty and the risk that another deal may be more expensive. ( The fact that I was an existing customer made this rather ridiculous.)


I have read similar accounts on this forum, which I joined when searching for information about processing of the v18 offer that had been promoted by MSE. Your contributions on this forum make the processes less uncertain, so are welcomed. Thanks, Peter

Many thanks for coming back to me Peter.

This is just the sort of information I'm looking for. I've been talking to management for a bit about delays handling collective tariffs. Although Go Online 18 wasn't a collective, it was as you say, only available through certain Price Comparison sites including MSE. As a result, it was handled here in the same way as a collective.

Requests to switch to Go Online 18, both internally and via a change of supplier, were received in batches and looked after manually by a ring-fenced team. The volume involved caused delays similar to those we're seeing now in relation to the Fix 2 Year MSE Collective Feb 2019. I spoke about this on the thread below.

https://forums.moneysavingexpert.com/discussion/5894081/e-on-go-online-1-year-v18-withdrawn&highlight=eon+go+online

Delays uploading tariffs have a knock-on effect. As you experienced, until the tariff's actually on the account, there's nothing an advisor can see to talk about.

We're suggesting a level of automation be introduced to help ease delays. The outcome will depend on the route the business takes regarding future use of Price Comparison sites.

Thanks again for your input Peter and for your comments about our contributions. Both Helena and I appreciate these and are on hand to help with any issues.

Malc