I have been an IONITY customer for some time because, as a registered app user, I benefited from the lower charging tariff available through the IONITY app. When I first signed up, this was 71p/kWh, later increasing to 79p/kWh.

On 16 July 2026, I charged at IONITY Cambridge and was billed 85p/kWh. When I queried this, I was initially told that the UK app tariff was "from 79p/kWh", which did not explain why I had been charged 85p/kWh.

After several exchanges with customer support, IONITY explained that it had moved to location-based pricing. Whilst I understand that companies can change their pricing models, my concern is the lack of clear communication to existing customers. The previous nationwide app tariff has effectively been replaced by variable location-based pricing, yet this significant change was not made sufficiently clear.

IONITY states that a mass email was sent to customers in June 2026. However, despite my requests, they have been unable to confirm that I received it or provide a copy of the communication they say was sent.

I also asked IONITY to confirm whether I actually received any saving compared with the standard IONITY Direct price for my charging session at Cambridge and, if so, what that saving was. This simple question has never been answered.

My concern is not that prices have increased. My concern is the lack of transparency around the changes and the difficulty in obtaining clear answers to straightforward questions.

Based on this experience, I have lost confidence in IONITY's pricing transparency and customer communication. As a result, I will be using alternative charging providers where possible in the future.