Eon pushing loyal customers away - is it an April Fool in November???

Peasey1970 wrote: »

We've been domestic customers of Eon's for approx. 3 years and business customers for several properties for 5+ years. Until now we've been more than happy with their customer service and communications. HOWEVER, after receiving a bill showing we need to increase our monthly payment from £56 to £112, I wasn't impressed. The person I spoke to on 6/11 said I needed to go on to moneysupermarket or uswitch websites to get their best deal which was on the go online 1year V22 contract. He said I would find deals with standard charges as low as 7p or 8p per day....unheard of in my experience. I was stunned to be told Eon couldn't help me with a better deal there and then and were actively encouraging me to go elsewhere. There are many other companies on the comparison website lists before scrolling down to find Eon's 'best' deal. After sleeping on it, I called Eon back yesterday and asked to speak to a Manager so I could complain about the situation and find out if turning me (and other customers) away was actually Eon's intention. I was told I couldn't take the matter any further as Eon had made a 'business decision' to direct people towards the above-mentioned comparison websites. I was also told I was misinformed as the go online V22 deal was Not their best. So, Eon are looking to lose customers and staff then? OH MY WORD - I'm gobsmacked. So, now I've joined this fab forum, I'll be looking at all the helpful reviews for the likes of Green Network Energy, Bulb, Octopus, SSE, Scottish Power and others on the lists with Money Supermarket and Uswitch who have lower rates than Eon. As an added bonus, we use the Top Cashback website (Highly recommended) where Money Supermarket & USwitch will give us some money too. Win, win I will also look at Pure Planet & Avro Energy as recommended by MSE. Thanks all

Hello Peasey1970 and welcome to the Forums.

We certainly don't want to turn you or any other customer away. In these changing times we've been looking at different ways to interact with both existing and potentially new customers. Part of this venture has involved using Price Comparison websites (PCW) for existing customers as well as those looking to join us.

We've been offering certain tariffs exclusively through these sites for quite a time now. We suspended this practice for existing customers today. Go Online has been replaced with Fix Online.

Fix Online is still available to new customers exclusively through PCWs and to existing customers only via our website. We're looking to offer more products and services online as we develop our website and the way we use other online services. This is meant to help customers who prefer dealing with us through these channels. Totally understand this doesn't apply to all customers and we're continuing to offer a range of tariffs both through our website and telephone sales channels. As wavelets says, our advisor will have been trying to steer you towards a tariff that they thought best met your needs.


With all such changes, it's best to pop your usage in kWh on to a PCW. This will give a fuller picture of what's available both with us and with the other suppliers.


Just a quick heads up on the increase to your monthly payments. We look to achieve as near as possible to a zero balance by the annual review. To do this, payments are based on current prices and past usage. A significant change to either will trigger an increase/decrease in the monthly amounts. There's a tool on our website to help you keep on top of this arrangement including being able to change the payments by up to 20 per cent (with readings); or by up to 5 per cent (without readings). This is the Direct Debit manager and it's there to help you react to changing circumstances should your usage move significantly up or down.

I'm sorry we gave you the impression we didn't want your custom Peasey1970. This is definitely not the case.

Malc