E.ON complaints saga: opaque tariffs and phantom responses

MCMLXXVII

We switched to E.ON via MSE Energy Club in December. The tariff has a "night" rate which is roughly half the unit price of the "day" rate, but the hours during which these rates apply are not stated anywhere. On top of that, going by the unit rates shown on the bill, the expensive rate is charged at night, yet actual charges logged in the app showed the exact opposite.

So I emailed them. A confusingly worded response came back, saying that the nighttime rate applies during the day, and the daytime rate applies at night. I asked them to clarify, twice, and they repeated the same advice, even specifically advising that we should not run energy-hungry appliances at night.

On the last go, I did some calculations which showed I am definitely paying a lower rate at night, and we've been saving money running the dishwasher and washing machine in the early hours. Finally, they admitted the information on the bill is wrong — but glossed over the fact their customer service team had also repeatedly insisted on wrong information.

So I opened a formal complaint, on the grounds that:

1. Ofgem requires that “the structure, terms and conditions” of tariffs should be "clear and easily comprehensible". Failing to publish the off-peak hours, or even explain them when asked, breaches that requirement.
2. The unit rates printed on the bill are, by their own admission, wrong.
3. Customer services gave out incorrect information, and even insisted on it repeatedly when questioned.

After a few days, we got a standard acknowledgment email. Today, almost a month later with no further response, we received a request for feedback which says that our complaint has been resolved.

So… before I refer this to the ombudsman, if you're an E.ON customer on a tariff with "day" and "night" rates, please check and let me know:

1. If the unit rates printed on your bill seem wrong (e.g. as in my case, opposite to what is shown in actual charges).
2. If the times at which your on- and off-peak rates apply were/are clearly stated at sign-up, on your bill, or in your online account.

Thank you!

QrizB

You've posted in "praise, vents and warnings" rather than "Energy" so I'm not sure if you're looking for help, or just want to have a whinge.

The tariff has a "night" rate which is roughly half the unit price of the "day" rate, but the hours during which these rates apply are not stated anywhere.

If this is an Economy 7 tariff, the switching tumes are set in your meter. Your supplier won't know the specific times your meter is programmed to; you'll need to check for yourself, most likely by staying up late and getting up early.

If it isn't Economy 7, more information is required.

On top of that, going by the unit rates shown on the bill, the expensive rate is charged at night, yet actual charges logged in the app showed the exact opposite.

This is a relatively common problem with smart meters. There's no requirement for Rate 1 to be "day" and Rate 2 to be "night", and sometimes they are reversed. Your supplier can sort this out easily once informed of the problem.

Has E.ON resolved things now, or are you still getting incorrect bills?

MCMLXXVII

Sorry you found it unclear. I'm just sharing information, and enquiring if anyone has similar issues. It isn't a request for help.

If it isn't Economy 7, more information is required.

It isn't. Or at least, E.ON don't describe it as such and we don't have night storage heating etc. We simply have peak and off-peak rates.

This is a relatively common problem with smart meters. There's no requirement for Rate 1 to be "day" and Rate 2 to be "night", and sometimes they are reversed. Your supplier can sort this out easily once informed of the problem.

They're charging us correctly. The issue – or one of them — is that the on- and off-peak rates listed on the bill, and originally explained by E.ON, were inverted. Their usage data (shown in the app) is not inverted — i.e. energy used at peak times is charged at the higher rate.

E.ON themselves now admit the bill and their customer service team are wrong.

Has E.ON resolved things now, or are you still getting incorrect bills?

As I say my original post, they haven't and I'll refer it to the ombudsman.