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    • Did you send the note giving them the extension of time? When does the extension expire/date for issue of claim? I see that this thread started on 25 October. I have to say that when it started I thought it was going to be a quick fix and hadn't bargained for virgin's ineptitude which has certainly made it a lot more interesting but I'm hoping that March is going to be the month that it will finally all get sorted out. Surely someone responsible within Virgin has got to start taking a look and understanding the extraordinary mess that they have built for themselves and want to sort it out.  
    • Dispute with Vodafone and get copy invoices last invoice 2016 no balance on old number I have invoices upto nov16 showing no balance brought forward just before upgraded.   you say above you have all the bills that state a zero balance up until nov2016 are they in the SAR return too,? and all the ones after nov 2016?   the account number in the poc is this the same number as on those bills you have? and the number on the pages of the comms log you uploaded? as the comms log appears to show payments were being made right through the period you say the bills you have all show £0? then being transferred to other invoice numbers  , do these invoice numbers the payments were transferred too match the invoice numbers show £0 balance you have?          
    • no go back and read my guide earlier CAREFULLY...
    • Oh ok.   I thought I would need to write some sort of defence when I acknowledge the claim on the mcol website.
    • woe SLOWDOWN>   your defence is weeks away. (day 33) no there are no templates as each claim is unique. however, if you use our search top right. for say claimform card you'll see numerous versions people have adapted based upon our std holding/no paperwork defence , one of which, might well be suitable.   get CCA/CPR requests running monday and get AOS done now on mcol, you've already lost 10 of your 19days to do AOS   then get reading up as i detailed above the more you read here the stronger we become   dx      
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    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
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    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
       
      I opted for mediation, and it played out very similarly to other people's experiences.
       
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
       
      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
       
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
       
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
       
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
       
      Many thanks, stay safe and have a good Christmas!
       
       
        • Thanks
    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
      • 1 reply
    • Natwest Bank Transfer Fraud Call HMRC Please help. https://www.consumeractiongroup.co.uk/topic/428951-natwest-bank-transfer-fraud-call-hmrc-please-help/&do=findComment&comment=5079786
      • 33 replies

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Tens of thousands of elderly customers face a rise in their energy bills, after one of the UK's biggest suppliers withdrew a tariff for the over 60s.

 

E.on has announced that it will scrap its StayWarm scheme, which offered fixed-price bills.

 

The firm blamed new rules which limit the number of tariffs that energy companies can offer.

 

The changes are part of the government's plans to cut bills, and have been backed by the Prime Minister.

 

They are being implemented by the regulator, Ofgem, and will limit the total number of tariffs to four per fuel.

 

"Due to new Ofgem rules, which includes limiting the number of tariffs we can offer, the StayWarm tariff will close as current contracts come to an end from October 7th," an E.on spokesperson said.

The customers concerned will be written to, and advised to switch to another tariff.

 

However, if they cannot be contacted, they will be automatically moved to the company's more expensive standard tariff.

http://www.bbc.co.uk/news/business-24363796

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They can't get away with blaming this one on the government. They could have removed one of their other, more expensive, tariffs instead. Eon chose instead to remove this one.

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I think this might have something to do with Ed Milliband's speech that he will freeze energy prices "When" he gets into government !!

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I think this might have something to do with Ed Milliband's speech that he will freeze energy prices "When" he gets into government !!

 

Yes, so E.on thought they'd get in first by freezing pensioners instead.

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Yes, so E.on thought they'd get in first by freezing pensioners instead.

 

That sounds about right !!

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2: Take back control of your finances - Debt Diaries

3: Feel Bullied by Creditors or Debt Collectors? Read Here

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2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

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Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

 

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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Hi All

 

Thought I'd just confirm, we have decided to close our Staywarm tariff.

 

We've decided it will close as current contracts come to an end from 7 October 13. Staywarm has not been available for customers to switch to since September 12.

 

We'll continue to honour existing contracts with the last customers moving off in October 2014.

 

Unless we're told differently, Staywarm customers will be renewed on to our standard tariff (E.ON Energy Plan). Unlike some other tariffs, our standard plan has no restrictions or tie-ins. This leaves customers free to switch tariff/supplier at any time without penalty.

 

We're trying to contact all customers affected by this decision. We're writing to customers as their contracts end and, where possible, contacting them by phone so we can discuss the options most suitable for their individual needs. We started doing this in August.

 

Hope this is of interest.

 

Malc

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They can't get away with blaming this one on the government. They could have removed one of their other, more expensive, tariffs instead. Eon chose instead to remove this one.

 

Hi MaxxPower

 

As a result of the need to reduce the number of tariffs offered, we've had to make certain decisions that, we believe, are in the best interests of the majority of our customers.

 

We've removed a number of tariffs in recent months. As there's only a small proportion of customers remaining on Staywarm, it was decided to include this product among the tariffs no longer offered.

 

Also, as we continue to offer a tariff exclusively for people aged 60 and over, we're unable to offer Staywarm as well.

 

Hope this explains.

 

Malc

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  • 4 weeks later...

Malc.

I am interested in your statement about closing Staywarm that states "we believe, are in the best interests of the majority of our customers" - perhaps you could explain this as as I cannot see how it is in the best interests of the majority of customers - should this not read in the best interests of E.ON and it's shareholders.

I cannot possibly see how it is in the best interests of people that were on this plan as my monthly account has increased by nearly £40 which is certainly not in my interests.

I was always very happy with Staywarm which as a senior citizen gave me peace of mind at a reasonable price and with very good customer service. I have now decided to move from E.ON as I have now found a plan that gives me some peace of mind (not as good as the Staywarm plan) but a fixed rate for 4 years.

Could you not have combined the Staywarm and Age UK Plan rather than just moving people onto a more expensive plan because I see this simply as an opportunity for you to make more money out of the elderly. Why did you not move people on to the Age UK plan rather than your standard tariff?

I would be interested in your comments.

Alan

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Why do customers on pre-payment meters have to pay more for their fuel?,doesnt seem fair,and I had to laugh at a postcard from E.on yesterday which said something like 'Save money use less gas',jeeze never thought of that haha!

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The headline is misleading because the StayWarm scheme is not the cheapest tariff available anyway. Just as with insurance products and savings accounts that are promoted as 'exclusive to the over 60s/50s they are never the cheapest available on the market. They are designed to deceive this clent group into thinking thay are getting a special deal due their age when in fact they can get lower prices simply by shopping around.

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Malc.

I am interested in your statement about closing Staywarm that states "we believe, are in the best interests of the majority of our customers" - perhaps you could explain this as as I cannot see how it is in the best interests of the majority of customers - should this not read in the best interests of E.ON and it's shareholders.

I cannot possibly see how it is in the best interests of people that were on this plan as my monthly account has increased by nearly £40 which is certainly not in my interests.

I was always very happy with Staywarm which as a senior citizen gave me peace of mind at a reasonable price and with very good customer service. I have now decided to move from E.ON as I have now found a plan that gives me some peace of mind (not as good as the Staywarm plan) but a fixed rate for 4 years.

Could you not have combined the Staywarm and Age UK Plan rather than just moving people onto a more expensive plan because I see this simply as an opportunity for you to make more money out of the elderly. Why did you not move people on to the Age UK plan rather than your standard tariff?

I would be interested in your comments.

Alan

 

Hi Alan

 

Staywarm hasn't been available for customers to switch to for over a year now. Consequently, the number of customers remaining on this product has dwindled significantly. To the extent, that it now forms only a very small proportion of our overall customer base.

 

We've reduced the number of tariffs offered to credit customers to 4. This involved removing several other tariffs from sale.

 

As there are relatively few customers remaining on Staywarm, it was decided this was one of the tariffs that had to go.

 

Although choosing to remove Staywarm has affected some customers, an overwhelming number are unaffected. This is what I meant by the decision 'being in the best interests of the majority of our customers.'

 

Sorry I wasn't clear before Alan but hope this is a better explanation.

 

Malc

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Why do customers on pre-payment meters have to pay more for their fuel?,doesnt seem fair,and I had to laugh at a postcard from E.on yesterday which said something like 'Save money use less gas',jeeze never thought of that haha!

 

Hi mrbigjase

 

The unit prices for our Prepayment customers are a little lower than those for customers with credit meters. Prepayment customers, though, aren't able to take advantage of the discount for paying with a Monthly Direct Debit.

 

Hope this is of interest.

 

Malc

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Malc,

Thank you for your reply but I don't believe that you have answered my questions fully e.g. combining Staywarm with the Age UK plan and why you automatically moved people on to your standard tariff?

You make it sound like you only had a few customers on this plan but the press have reported that you had many thousands on the plan - would you like to confirm just how many that were on it?

It is interesting to note that nPower have also closed their Warm Home Scheme which was aimed at those on Income Support and I suppose that this was also in the interests of the majority of customers.

Alan

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Hi Alan

 

Sorry not fully answered before.

 

It wasn't possible to combine the two tariffs. Our intention is to show clearly how we've charged for the energy used. This means detailing the usage, daily Standing Charge and price per kWh. Age UK does this but Staywarm didn't.

 

Staywarm customers also had to meet a number of conditions before becoming eligible for the product. As well as age, things like the size of the property, number of occupants and the need to pay with a Monthly Direct Debit came into play. With the AgeUK tariff, apart from age, all the other factors have been stripped away.

 

Our standard tariff is a rolling, non-contracted product with no tie-ins. All our other tariffs, including AgeUK, are contracted products. We're not able to put customers on to a contracted product without talking to them first.

 

We've written to each Staywarm customer to explain the changes and asked them to contact us. In this way, we can help them find our most suitable alternative tariff. If customers don't contact us, where possible, we're calling them to talk about the changes.

 

As above, compared with our other tariffs, the number of customers still on Staywarm is a very small proportion of our overall customer base. I'm not, though, at liberty to post actual numbers on a public forum. This is restricted business information.

 

Similarly, I'm not able to comment about another supplier.

 

Hope this reply is a bit fuller.

 

Malc

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Malc,

Thanks for your reply and whilst I understand that there may have been some difficulties in combining the two plans I don't think they were unsurmountable and if you had the will to offer a a better plan for the elderly I think that you could have done it. Obviously, now that all the plans are comparable there is no real reason to stay with your company and if you do not have a plan which meets a customers needs they will now move to another provider but I guess that you took that into consideration when you closed the scheme.

I know that when I was on Staywarm no other provider could give me a better deal and the peace of mind about unexpectedly high bills that it gave me was extremely important. I would also guess that you realised that a number of your customers would not change to another provider and just accepted the situation and the new tariff.

Hopefully, you will agree that whilst it may have been in the best interests of many - it was not in the interests of the elderly who will lose out on this change.

Alan

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I guess it would have been to easy to acknowledge that anyone on the StayWarm tariff were elderly people and simply switch them to the most economical tariff available rather than one of the more expensive!

Have we helped you ...?         Please Donate button to the Consumer Action Group

 

Uploading documents to CAG ** Instructions **

 

Looking for a draft letter? Use the CAG Library

Dealing with Customer Service Departments? - read the CAG Guide first

 

1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE

2: Take back control of your finances - Debt Diaries

3: Feel Bullied by Creditors or Debt Collectors? Read Here

4: Staying Calm About Debt  Read Here

5: Forum rules - These have been updated - Please Read

 

 

BCOBS

 

2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly

5: Fair Treatment for Credit Card Holders and Borrowers - COBS

 

Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

 

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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