[meldrewreborn]

@Anasa_EONNext

Have I got this right?

So if one is on a flex tariff one can pay by fixed direct debit or variable direct debit and pay the same rates.

But if you are on a Fixed tariff those same options are not open to you - its one or the other.

Can somebody explain the logic, given that 70% plus of customers are on flex tariffs?

However, note that other suppliers might be regarded just as bad or worse. OVO do not allow DD other than by fixed monthly payments. Given the amount of confusion that many customers face with fixed monthly Direct Debits, I would have thought allowing Variable Direct Debit once a bill is produced would save a lot of customer service calls.

[Mailman]

Originally Posted by meldrewreborn

@Anasa_EONNext

Have I got this right?

So if one is on a flex tariff one can pay by fixed direct debit or variable direct debit and pay the same rates.

But if you are on a Fixed tariff those same options are not open to you - its one or the other.

Can somebody explain the logic, given that 70% plus of customers are on flex tariffs?

However, note that other suppliers might be regarded just as bad or worse. OVO do not allow DD other than by fixed monthly payments. Given the amount of confusion that many customers face with fixed monthly Direct Debits, I would have thought allowing Variable Direct Debit once a bill is produced would save a lot of customer service calls.

The only tariff mentioned in the recent post by @Anasa_EONNext was Next 1 year Fixed

So it appears that Variable DD is now not an option if you go on the Next Flex variable rate tariff. The tariff should be irrelevant (but it appears that it is not). The option should be that if you pay a tariff by DD you should have the option of either a fixed or variable DD. If this is the way of Eon Next from now on, than all of a sudden Octopus looks a better fit for my billing arrangements (i.e variable DD).

[Anasa_EONNext]

@Mailman I'm sorry to hear that your are still not happy with the way the tariffs work over at EON Next, the Direct Debit guide lines are correct as you can choose to pay by any of those methods but the online tariff requires a fixed Direct Debit.

As mentioned there does seem to have been some confusion with this and that's how you've ended up being set up a variable plan, officially it seems that you DO need to be on a Fixed Direct Debit it just seems that there has been some all round confusion with the interpretation of this through no fault of your own, there have been quite a lot of question around this. I'm going to find out what this means for you going forward as you may not be the only customer in this situation.

@Mailman Also Next Flex variable you can have a variable Direct Debit I was referring to FIXED tariffs to show we have an option of Fixed ONLINE Direct Debit only and Fixed 1 year where you can pay a Variable Direct Debit.🙂


Leave it with me and I'll get back to you 🙂

[meldrewreborn]

@Landmark

Your initial post has certainly stirred up a hornets nest. I think its fair to say that most of the volunteer contributors to this thread are confused and gobsmacked in equal measure.

[Anasa_EONNext]

@meldrewreborn Good evening! I know it's all been a little confusing! it has stirred the hornets nest but its important we get it right for our customers and there has been some confusion not just for our customer but amongst our Specialists as well, so we do offer fixed price plans where you can pay by Variable Direct Debit or Direct Debit but we do an ONLINE FIXED plan this requires you to have a SMART METER and a FIXED DIRECT DEBIT. Some customer prefer not to have smart meters and some prefer to by Variable Direct Debit and so we try and have a variety for everyone. Some tariffs have more of an incentive than others and have different benefits.

I've checked our website today and clarified with some of our Specialists and it does state this however it seems that there has been some confusion in the early days and people have assumed its either a FIXED DIRECT DEBIT and a VARIABLE DIRECT basically as long as you pay by Direct Debit you can have the ONLINE tariff but this does not seem to be the case and this is why @Landmark was told recently told this recently which is correct.

I imagine there might be a few customers that will be confused by this so we need to know what we can do going forward with those customers 🙂

[Mailman]

Originally Posted by Anasa_EONNext

I've checked our website today and clarified with some of our Specialists and it does state this however it seems that there has been some confusion in the early days and people have assumed its either a FIXED DIRECT DEBIT and a VARIABLE DIRECT basically as long as you pay by Direct Debit you can have the ONLINE tariff but this does not seem to be the case and this is why @Landmark was told recently told this recently which is correct.

I imagine there might be a few customers that will be confused by this so we need to know what we can do going forward with those customers 🙂

Can you point me to the section on the website that states what you (Eon Next) are now saying because I cannot find the section other than the section on the help page
Managing Your Direct Debit where it clearly states the 2 methods of DD management (fixed or variable). with no mention at all of the tariffs they are now seemingly intended for.

It is confusing because I see no mention anywhere as to these restrictions.

[Anasa_EONNext]

Hi @Mailman @Landmark After doing some further digging it seems that some of our Specialist have gotten confused with this and all the evidence I've found states that you CAN have a FIXED ONLINE tariff as long as you have either a Variable Direct Debit or Fixed Direct Debit - I think the confusion may have come from when we use to do quarterly billing and a Fixed online Tariff would require a monthly Direct Debit, with EON Next all our customers are billed monthly. However I will be feeding this back and will ask for this to be made clearer on the website as I don't think it is at all so thank you for flagging this up, these are the kind of things are so important and we need to get this right.

For a Fixed Online tariff:

Principle terms:

• 12-month tariff - Unit rates and standing charges are fixed for 12 months from your tariff start date.
• Direct Debit reduction - If you pay by Direct Debit, you’ll see a reduction in your standing charges and unit rates. If the Direct Debit is cancelled they will see an increase in the unit rate and standing charge.
• Must pay by Direct Debit - By choosing this tariff you agree to pay by Direct Debit (Fixed or Variable).
• Agree to have smart meters installed - By choosing this tariff you agree to a smart meter installation, where eligible.

Online Account Management - You must manage your account online.

I hope that this has helped clear up the confusion @Landmark I'm sorry that you were given the incorrect information when you got in touch with one of our Specialist, if this happens again please get in touch with us.🙂

[Mailman]

Originally Posted by Anasa_EONNext

all the evidence I've found states that you CAN have a FIXED ONLINE tariff as long as you have either a Variable Direct Debit or Fixed Direct Debit

For a Fixed Online tariff:

Principle terms:

• 12-month tariff - Unit rates and standing charges are fixed for 12 months from your tariff start date.
• Direct Debit reduction - If you pay by Direct Debit, you’ll see a reduction in your standing charges and unit rates. If the Direct Debit is cancelled they will see an increase in the unit rate and standing charge.
• Must pay by Direct Debit - By choosing this tariff you agree to pay by Direct Debit (Fixed or Variable).
• Agree to have smart meters installed - By choosing this tariff you agree to a smart meter installation, where eligible.

Online Account Management - You must manage your account online.

I hope that this has helped clear up the confusion

Crystal clear now confusion gone away. Thank you for resolving 😁

[meldrewreborn]

A good result in the end - well done forum members and moderators. It was resolved relatively quickly - with the outcome we wanted.

[Beki]

And this is exactly why this forum is so important. 😍
Excellent work from you all ⭐