I would like to ask you for explanation of few things:
- I concluded new contract with Eneco and I was told that my monthly payments will be Euro 127. I had Euro 145 with my previous provider Nuon, so my key motivation and also YOUR REPRESENTATIVE selling story was that I will save costs. In my Eneco and also in the e-mail I received is that my monthly payments will be Euro 225. In the contract you sent me on 31st December 2018 is the total year costs for me Euro 1.527, which divided by 12 is expected Euro 127 per month. Can you pls explain me the difference? I expect my monthly payments will be Euro 127!!!
- your service representative confirmed to me, that Eneco will deal with Nuon, will end the Nuon contract and pay the earlier cancellation fee to Nuon and that my contract will start with Eneco 6th or 7th of January. This was also confirmed to my by your contact center. Apparently I saw that 7th of January Nuon deducted still January 2019 payment, which in my opinion should not happen if you would properly took over the contract from Nuon. Pls, explain, what you are going to do with this issue. I assume that you have not dealt with this process step properly. Nuon still consider I am their client and therefore sent me invoice for January. How will I get the money back?
- lastly I was told that there is a starting bonus, which I will get in cash of Euro 200. That has not been yet processed. Same also payment of January to you has not yet been deducted from my account. I assume that will still happen in a due course of January, but pls, can you confirm when are you going to process these 2 payments?
I will appreciate if you contact me on 06 836 291 92 and properly explain me all related to my question above.
Beste antwoord door Rodney
Hi @M. Havelka,
Thanks for your post, happy to inform you.
Our representative offers you a bid based upon your estimated consumption, I reckon you've talked this through. Whenever our supply starts however, the proposed installement is not based upon these numbers but calculated with the historical consumption of the adress you're living at. That's one of the reasons we offer the option to adjust your monthly installment. I've just did so (to 127 euro's) and will send you a confirmation by e-mail.
Our supply on your adress started on the 6th of January 2019. This fact also means that your previous supplier has stopped, it's (technically) not possible to have two suppliers at the same time. When you switch it is quite regular to still pay one more installment to your previous supplier. This is for the simple reason that they will need some time (six weeks at the most, decided by legislation) to make your final invoice.
On this invoice your monthly installment, which are actually payments in advance or deposits, will be settled with your usage. This usage is determined by your final readings at the 6th of January, the same readings you started with at Eneco. This makes it impossible to pay for the same consumption twice. In short, the switch has been processed as it should.
Regarding your final remark. By now you should have received an e-mail with the proposed cashback in it. Also, after our supply starts, it takes several weeks to charge the first monthly deposit. You'll soon receive a payment slip for the first installment. This is not necessarily the payment for your consumption in January (bear in mind the answer to your second remark) but simply your estimated yearly consumption divided by twelve installments, so the first in this series.
A final advice might be to change your method of payment to automatically. This has the advantage for you to pick a fixed date every month when we will deduct the monthly installment.
Do not hesitate to ask if there are any questions left!