Eon backtracking on deal agreement

valpatt101

Hi there, we are with eon and my husband phoned about a month ago and got a verbal agreement to the v11 deal they offered.  He hadn't heard back from them and its due to start 1st April and so emailed asking for confirmation of everything.  They replied saying they cannot honour this deal and we need to get a new deal.  He has been on the phone to eon all morning.  They have listed to the phone conversation and agree it was given to us verbally but as the girl forgot to put the deal through they can no longer offer it to us.  They have then said that the next best deal is also not available to us as its gone now as well.  They offered us £50 in compensation but the new deal is going to cost us about £3000 more in a year so my husband kindly (not really )refused their £50 and now going through a complaints process with them.  Is there anyone who can help put us in the right direction of who to talk to about this.  It seems madness as they have admitted it's their fault and yet cannot offer us our deal??

MWT

You are already going in the right direction, you've opened the formal complaint, work though that process and the aim is to get a conclusion you are happy with or get a 'deadlock letter' from them if they will not offer something you can accept.

At that point you can go to the Ombudsman with your complaint for adjudication.

As long as they are not saying that the v11 deal had already gone at the point where your husband phoned then you stand a good chance of getting what you want.

valpatt101

Yes they have said they are sending us a deadlock letter so I guess the next step is the ombudsman.  They agreed to the deal on the phone so it hadn't gone.  They said the reason was that the girl hadn't inputted the details and that's why we didn't get it.  Thanks for the help!

MWT

valpatt101 said:

They agreed to the deal on the phone so it hadn't gone.  They said the reason was that the girl hadn't inputted the details and that's why we didn't get it.  Thanks for the help!

Just stick with the CS rep error as the root cause and it should be fine.

In general terms you cannot depend on a CS rep as the basis for a contract if they make a mistake about the availability of a tariff, so just because they say 'yes' doesn't ensure it is really available, but the important thing here is that is not what they are saying.

Hopefully you have that in writing somewhere like a chat transcript or an email? 

valpatt101

Okay, thanks for the tip.  I will get transcripts of the phone conversations as well.  Cheers!

SkintAsFlip

After 3 weeks of too-ing and fro-ing with Eon via email they have today (22 March) honoured the V11 tariff.  Thankfully I had everything documented I also needed to speak directly to CS rep. Probably depends on each individual case but it is still possible. Good luck!