E-On - 2 Year MSE Collective Feb 2019 standing charge?

Daveospy

Dear All,
Just giving you a quick heads up regarding E-on MSE 2-Year fix tariff.
Most of you like myself, joined took this fix due to the low daily standing charge of 5.250p. However, when I received my Direct debit mandate it had change to 10.378? instead just for gas. I rang up and queried the fact that the daily charge on the DD form was different to the standing charge was advertised on MSE and more importantly sent in their welcome letter.

They acknowledge that 5.250p should be the daily standing charge for gas as advertised and fully acknowledge it was a mistake and have awarded me a credit for the difference on my account.


However, I would like to encourage fellow MSE customers to check their DD mandate information. If yours is incorrect call them and explain. It may not be an isolated incident so please check.

Former_E.ON_Company_Representative:_Malc

Daveospy wrote: »

Dear All,
Just giving you a quick heads up regarding E-on MSE 2-Year fix tariff.
Most of you like myself, joined took this fix due to the low daily standing charge of 5.250p. However, when I received my Direct debit mandate it had change to 10.378? instead just for gas. I rang up and queried the fact that the daily charge on the DD form was different to the standing charge was advertised on MSE and more importantly sent in their welcome letter.

They acknowledge that 5.250p should be the daily standing charge for gas as advertised and fully acknowledge it was a mistake and have awarded me a credit for the difference on my account.


However, I would like to encourage fellow MSE customers to check their DD mandate information. If yours is incorrect call them and explain. It may not be an isolated incident so please check.

Hello Daveospy and welcome to the Forums.

I'm sorry we didn't apply the right daily standing charge. 5.25p per day (including VAT) is the daily charge in several regions for our 2 Year Fixed MSE Collective Feb 2019 tariff. 10.378p doesn't appear anywhere. The nearest is 10.395p per day in some other regions.

Must admit, neither Helena or myself have come across this issue. Nor have we seen any internal briefings advising of a problem.

Has anyone else had this issue? Happy to take this up.

Glad we sorted it for you Daveospy and sorry again it happened in the first place.

Malc

Daveospy

Dear Malcolm,

It appears that you have been kept in the dark by your resolutions team and in light of your post claiming not being made aware of this issue, I feel disappointed that this information which was promised to be shared to your sales team was not.

Here is an extract from your resolutions team manager from his letter to me.

"I’ve also fed back this information to our sales team so they can look into the issue and establish whether or not it is a wide reaching concern. Thank you for letting us know about this issue as it could potentially prevent a lot of inconvenience for our other customers, so thank you. "

To clarify I received an email and letter confirming that this was indeed an error and I can also confirm that it is not only the standard charge for the gas that is incorrect but the daily standing charge for the electricity is also incorrect. I sent an email to query about this to your resolutions team about this but to date I have not received a response.
As stated, 10.395p being charged for each daily standing charge is not in line with our contractual agreement and I await a response to my email to resolve this issue fully. I have reopened this matter with Eon as in light of the new issue found it has not been resolved to my satisfaction.

Also you are correct in my initial post there was a typing error and I incorrect posted 10.378p instead of 10.395p. However, this does and should not change the fact of the tariff error by Eon that I have highlighted.

Regards
Daveo

Former_E.ON_Company_Representative:_Malc

Daveospy wrote: »

Dear Malcolm,

It appears that you have been kept in the dark by your resolutions team and in light of your post claiming not being made aware of this issue, I feel disappointed that this information which was promised to be shared to your sales team was not.

Here is an extract from your resolutions team manager from his letter to me.

"I’ve also fed back this information to our sales team so they can look into the issue and establish whether or not it is a wide reaching concern. Thank you for letting us know about this issue as it could potentially prevent a lot of inconvenience for our other customers, so thank you. "

To clarify I received an email and letter confirming that this was indeed an error and I can also confirm that it is not only the standard charge for the gas that is incorrect but the daily standing charge for the electricity is also incorrect. I sent an email to query about this to your resolutions team about this but to date I have not received a response.
As stated, 10.395p being charged for each daily standing charge is not in line with our contractual agreement and I await a response to my email to resolve this issue fully. I have reopened this matter with Eon as in light of the new issue found it has not been resolved to my satisfaction.

Also you are correct in my initial post there was a typing error and I incorrect posted 10.378p instead of 10.395p. However, this does and should not change the fact of the tariff error by Eon that I have highlighted.

Regards
Daveo

Hello Daveo and many thanks for coming back to me with the additional information.

This is something I'm aware of. The typo threw me out last week as I couldn't see anything with that daily standing charge. The 10.395p per day is in regions adjacent to ones where the rate is 5.25p per day. There are a few addresses on the borders between regions which occasionally show this discrepancy. This is limited and is something our IT people are working to sort.

As you say, this is wrong and your Complaint Manager will deal with this for you.

Thanks again for coming back to me Daveo.

Malc

pysifr

I cane across the above questions when I was checking about my E.ON bill. I am on the "Fix 2 year MSE Collective Feb 2019" tariff, but I have been charged 10.395 p per day standing charges for both gas and electricity. I contacted E.ON by phone and was told this is nothing to do with them, I must contact MSE. 
Is that correct.
I could get nowhere with the person I was talking to.
Any advice would be very helpful

Ian