@JoeSoap No need to apologise, it's really busy atm with tags left right and centre. I'll pop an update to you all asap. I really do appreciate your patience. 🙏
@JoeSoap and @meldrewreborn I have had a response to your question re the backdating of tariffs.
We want to make sure that customers are paying no more than they need to for their energy. So we switched customers who were on a fixed tariff, that was more expensive than the Energy Price Guarantee (EPG), to our lower variable Next Flex tariff. This means that prices are now at the same level as the government’s EPG, which limits the amount that can be charged per unit of electricity and gas on a variable tariff. Reducing the prices for those fixed customers was our decision and not a government requirement. We thought it was only fair that customers on a fixed tariff should get the same benefit as customers on a variable tariff.
For fairness the EPG benefit was applied to all customers from 1 October 2022. E.ON Next are one of only a few suppliers that took the decision to automatically move fixed customers to a lower price without them having to contact us as we thought it was in the best interests of the customer to reduce the prices they pay.
@clairemorgan6765 - Can I ask what screen you are seeing when you try and log in?
I’m afraid that does not address the issue. Customers on this forum have reported contacting customer service in September asking to be switched to Next Flex only to be told it would happen in October anyway.
What about the period between the announcement of the EPG and the 1st October when customers were advised to wait. That was bad advice from more than one source.
Please see my post here which has screenshots of advice for those on fixes prior to 1st October to do nothing. The last one was from Eon Next in response to a request to move to Next Flex.
Last edited by JoeSoap; 14-10-22 at 09:30.
Reason: Added link
@JoeSoap Customers were advised at the time that these are the tariffs available and the conditions surrounding those tariffs. As always, the customer makes the tariff choice for themselves, after we have given them all the information we have about the terms and conditions of the said tariffs.
That being said, if there are customers who feel that they have been told to stay on those tariffs, we need to open up a complaint and also an investigation, including an in depth look at all the conversations that customer has had with an Energy Specialist.
@JoeSoap We have altered the fixed tariffs from 1st October in line with the EPG that was brought in on the 1st. These fixed tariffs have been reduced from the 1st October but will not be backdated further, as the customers have made those decisions themselves prior to the EPG announcement.
Just to add, if we told customer on those fixed tariffs to stay on those tariffs after the EPG announcement, this was because we had plans to reduce the fixed rate to fall inline with the EPG.
Just to add, if we told customer on those fixed tariffs to stay on those tariffs after the EPG announcement, this was because we had plans to reduce the fixed rate to fall inline with the EPG.
Yes, but from 1st October. The point I'm making is that some asked in September (after the EPG announcement) to move to Next Flex there and then, thereby immediately saving money. They were advised to wait so have lost money as a result.
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