EON internal tariff transfer exit fees

Level 1

Pete1965

02-02-24

1450 views

Hi,
I am an Eon next customer. On my last bill it said I could make a considerable saving if I switched from my 12 month loyalty tariff July v1 2023 to next secure fixed 12 v4 . I emailed Eon to confirm I could switch exit fee free and got no answer . I read my loyalty tariff welcome letter and it said I would only get charged an exit fee if I changed supplier, this is also stated on Eons terms and conditions . This was also confirmed by an Eon adviser on another thread on this community forum . With that in mind I switched tariffs , and to my dismay was instantly charged 75 pounds . Surely this is not right ? I feel mislead , and that I should be reimbursed the fee .
I have sent emails to eon next , but I wondered if anyone had any further advice for me . Thanks. Pete

8 Replies

Best Answer

Level 91

JoeSoap

02-02-24

Best Answer

@Pete1965

This mistake seems to happen. If your contract says only exit fees if you switch supplier then customer service will correct their mistake and credit your account to put it right.

I'm an Eon Next dual fuel customer with no particular expertise but have some time on my hands that I am using to try and help out a bit.

Level 1

Pete1965

02-02-24

Hi,
thank you for your reply. I have contacted customer services and they have put it right straight away . Many thanks. Pete

Community Team

Connor_EONNext

21-02-24

Hello @Pete1965 👋 Welcome to the community. Glad to see everything was corrected for you, thank you for the update. If there's ever anything else don't hesitate to pop back, don't be a stranger 😁

🌳Together we can work to achieve a more sustainable Future 🌳

Level 18

Johnh1995

22-02-24

The same thing happened to me today. I just switched from Loyalty v4 to the Pledge tracker and was horrified to see on my account 20 minutes later, two exit fees of £75 each, when I had specifically been told by the guy on the phone that there were no exit fees. I immediately got back on the phone and the fees were taken off, but this inefficiency is very poor when the terms are clearly stated. Is it not time that when changing tariffs, that Eon staff take the time to look at the T and C's before upsetting customers with incorrect charges.

Level 91

JoeSoap

22-02-24

@Johnh1995

What are the conditions of your exit fees on your new tariff?

I've just looked at...

Next Pledge Tracker 12m V3

and it says...

£25 exit fee per fuel if you change supplier.

When I drill down into the Full Tariff Information it says for each fuel...

Exit fees (if you cancel this tariff before the end date)	£25.00

No mention of changing supplier on that one.

It would be interesting to know what it actually says on your contract.

Level 18

Johnh1995

22-02-24

@JoeSoap
An exit fee of £25 per fuel will be applied if you change supplier before your tariff ends

Level 91

JoeSoap

22-02-24

@Johnh1995

Thanks for clarifying 👍

Level 18

Johnh1995

22-02-24

Whilst I was happy to switch tariff to Next Pledge 12m v3, I feel that coming off the "Loyalty" tariff, has lost the point of being a loyal customer. When I started the Loyalty tariff, it was only available to existing customers. Now the pledge tariff is open to anybody.