Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • FIRST POST
    • Former MSE Samantha
    • By Former MSE Samantha 28th Jan 13, 4:19 PM
    • 23Posts
    • 6Thanks
    Former MSE Samantha
    Add your feedback on energy supplier Eon
    • #1
    • 28th Jan 13, 4:19 PM
    Add your feedback on energy supplier Eon 28th Jan 13 at 4:19 PM
    This is a feedback thread on energy supplier

    Eon

    Please share your experience with other MoneySavers. Click reply to take part
    • Did you switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Last edited by MSE Andrea; 23-10-2014 at 10:18 AM.
Page 49
  • E.ON Company Representative: Malc
    E.ON Direct Debits
    Welcome to the forum.

    Without knowing any details of your case, the above quote needs comment.

    The Direct Debit we sign with any utility company gives them authority to vary the sum they take from your account PROVIDED you are informed of any increase in advance. This can be by letter or on a bill, and can be a sum to clear an outstanding debt.

    If they had not given you notice of 'hiving off' money from your account, you could have got it repaid from your bank under the Direct Debit Guarantee with your bank. You don't need to justify your case with your bank as you are the bank's customer and they will act on your instructions.
    Originally posted by Cardew
    Spot on Cardew. Whenever we set up or change a Direct Debit, customers are protected by the Direct Debit Guarantee offered by banks and building societies.

    We let customers know of any changes to the amount, date or frequency of the arrangement 10 working days before the change happens. We do this by letter or email (where they've consented to contact this way). Where the amount changes, we'll put a message on the front page of the next bill advising the new amount and when this payment starts.

    If a mistake is made with the arrangement, customers are entitled to a full and immediate refund of the amount paid from the bank or building society. The relevant bank or building society will arrange this.

    Totally appreciate you probably already know this Cardew but thought it might be of use to others reading this thread.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • gsmlnx
    • By gsmlnx 15th Jun 17, 9:35 AM
    • 642 Posts
    • 517 Thanks
    gsmlnx
    Completed my move away from E.ON (due to non competitive prices at the end of a collective deal). Final bill has been produced 14 days after the leaving date so small credit due back within 10 days.
    Quick turn around and the final bill was exactly as expected.

    Over the two and a quarter years of being a customer, the only minor complaint has been the direct debit being moved upwards when not necessary. But you can adjust that online yourself.

    @Malc/Helen E.ON Reps
    Seeing all the changes being done to the look of the website, I'm glad to leave as the new look makes for more mouse clicking to get where you want to be. Not a fan of this new look at all.
    If you get price competitive I would return in the future though but I'd still hate the website look .

    Quick update to say that the credit balance was repaid into bank account 7 days after the final bill was produced.
    Last edited by gsmlnx; 23-06-2017 at 11:38 AM. Reason: Add date of refund
  • E.ON Company Representative: Malc
    Switching from E.ON
    Completed my move away from E.ON (due to non competitive prices at the end of a collective deal). Final bill has been produced 14 days after the leaving date so small credit due back within 10 days.
    Quick turn around and the final bill was exactly as expected.

    Over the two and a quarter years of being a customer, the only minor complaint has been the direct debit being moved upwards when not necessary. But you can adjust that online yourself.

    @Malc/Helen E.ON Reps
    Seeing all the changes being done to the look of the website, I'm glad to leave as the new look makes for more mouse clicking to get where you want to be. Not a fan of this new look at all.
    If you get price competitive I would return in the future though but I'd still hate the website look .
    Originally posted by gsmlnx
    Sorry to lose you gsmlnx and that you're not impressed with the new website layout. Happy to feed this back.

    Glad the switch went as it should and that we looked after you during your time with us (Direct Debit apart that is).

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • GVW
    • By GVW 27th Jun 17, 3:14 PM
    • 1 Posts
    • 0 Thanks
    GVW
    EON Rubbish
    I tried to switch to them over a month ago. Nothing much happening - except they keep trying to take over my neighbors supply. They obviously refuse - so I can't switch???
    Contacting E.ON is a nightmare. E.mails take 5 days to get a useless bland reply. Live chat waste of time -they know nothing. Telephone - over 30 mins to get an answer. Then he was useless.
    Now can't switch to another supplier because "switch is in progress".
    Who said switching supplies was easy?
  • E.ON Company Representative: Malc
    Switching to E.ON
    I tried to switch to them over a month ago. Nothing much happening - except they keep trying to take over my neighbors supply. They obviously refuse - so I can't switch???
    Contacting E.ON is a nightmare. E.mails take 5 days to get a useless bland reply. Live chat waste of time -they know nothing. Telephone - over 30 mins to get an answer. Then he was useless.
    Now can't switch to another supplier because "switch is in progress".
    Who said switching supplies was easy?
    Originally posted by GVW
    Hello GVW and welcome to the Forums.

    Sounds like there could be a problem with the information held by the national databases. These databases hold details of the electricity and gas meters in the country and are used by all suppliers when arranging a switch. This includes the address details, supply numbers and meter serial numbers. A discrepancy here could lead to the sort of thing you describe.

    Don't worry, if this is the case, it can be put right but only by the existing supplier. Industry rules stop any other supplier from changing these details. Please contact your current supplier and confirm your full postal address including the post code, the supply numbers (on your bills) and meter serial numbers as they appear on the meters themselves. They'll be able to update the databases so switches can go ahead.

    I'm sorry you weren't impressed with our contact channels but hope this helps point you in the right direction.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • footyguy
    • By footyguy 30th Jun 17, 6:10 PM
    • 3,467 Posts
    • 1,367 Thanks
    footyguy
    Hello Eggatha and welcome to the Forums.

    I'm sorry you feel your complaint has been poorly handled. As you're not happy with our response/resolution, you've done the right thing in referring this to the Energy Ombudsman. Their decision will be binding on us but not on you....
    Originally posted by E.ON Company Representative: Malc
    Just to clarify the situation, the ombudsman's resolution is only binding upon a supplier IF the customer accepts such resolution in full and final settlement of the complaint.

    It would appear from this other thread
    http://forums.moneysavingexpert.com/showthread.php?t=5665198
    that Eggatha has now elected to reject that proposed resolution from the ombudsman too.

    So that's the end of it ... unless Eggatha gets a court order (and I can't see that happening)
    • pineapple
    • By pineapple 30th Jun 17, 7:01 PM
    • 5,929 Posts
    • 27,866 Thanks
    pineapple
    Eon just gave me a huge shock! I transferred to another supplier in February when my deal came to an end. But today I got an email saying my bill was ready to view. WHAT? I am still able to log in so checked and it is confirmed the account is closed with nothing owing. Phew. OK a glitch but please Eon no more - my heart won't take it!
    • Eggatha
    • By Eggatha 1st Jul 17, 11:41 AM
    • 7 Posts
    • 1 Thanks
    Eggatha
    Thank you for linking to this thread Malc- I'm still getting the hang of navigation on here

    When I eventually got to the bottom of what happened, it transpired that EON had set up two accounts with different numbers. We paid a bill over the phone using a debit card (the bill itself was unexpected, as we'd understood that we'd been on a dual fuel direct debit scheme and we knew that we'd had been paying direct debits). Unknown to us, the call handler apparently applied the payment to the wrong account before merging the accounts together, and we have been told that the disputed balance was never paid off when we made the payment. As you have said, any balance owed should have been transferred to the live account when the accounts were merged; we understood that the payment we made cleared the disputed balance before merging took place so there was no debt to transfer. EON now claim that they didn't apply the payment made to the in-debt account. Obviously we have no way of checking that, because the account ceased to exist as far as we knew- until the day that the letter threatening action for non-payment arrived, over 3 years later.

    The above is a very, very long story cut short, and summarises a protracted correspondence with a complaints department who couldn't understand the case at all. It worries me greatly that nobody in the complaints resolution team (or, presumably, the account management department) could understand their own payment and accounting system until I pieced things together from our own documents.

    Frankly, I'm sorry that I ever bothered looking through my own documentation in a bid to resolve it, because as soon as I unearthed the possibility of EON having mismanaged payments to the two accounts and messing up the merging process, a member of the complaints team transferred funds without our agreement from our live EON account (not bank account) to pay the disputed bill. We have still never seen any evidence from EON that this amount was ever actually owed- as far as we were concerned, we'd paid the bill three years previously and had a receipt for it- let alone given options to pay off in installments, as the regulations state we should have the chance to do.

    The licensing standards oblige suppliers to review accounts annually, and update customers with new payment arrangements. Over a period of three years, EON failed to notify us of any outstanding debt (debt that we couldn't possibly have been aware of, since we'd been given a receipt for paying it) and I believe that this therefore breaches their licensing agreement.

    That said, my concern now is the bigger picture. I had understood that we were protected by the back-billing regulations and the licensing standards. However, it would appear that suppliers have free rein to mismanage payments and accounts, fail to meet their obligations to annually review accounts, and demand enormous sums many years after customers have paid the bill, as long as the original bill was sent within 12 months of energy use.

    I will be reporting what I believe to be a breach of the licensing standards (failure to review accounts annually) to OFGEM- I know that they cannot intervene in our particular case, but they should have the opportunity to investigate EON. I will also be asking OFGEM to consider protecting consumers by extending the back-billing regulations to prevent customers being forced to pay for a supplier's accounting error which is over 12 months old. Finally, I will be contacting as many consumer groups as possible to raise awareness of this loophole, as I don't think customers are aware of the limitations of the back-billing regulations.
    • Eggatha
    • By Eggatha 1st Jul 17, 2:31 PM
    • 7 Posts
    • 1 Thanks
    Eggatha
    Just to clarify- 'account' referred to our EON account rather than bank account. Eon transferred funds from our live EON account to pay a disputed sum on an account which we had been told had been fully paid up 3 years previously , and as far as we knew no longer existed. They didn't take money from our bank account.
    • Wolf3
    • By Wolf3 2nd Jul 17, 12:04 AM
    • 210 Posts
    • 107 Thanks
    Wolf3
    Whilst i agree it doesn't sound like you have been treated well Eggatha, i think you might have a slight misconception.
    I believe the back-billing regulations relate to live accounts which you say have been paid by a Direct Debit. Whereas closed accounts with no live gas or electricity can be chased for outstanding balance for up to 5 years. If that amount was outstanding on the closed account when the accounts were merged they are able to pursue that payment.
    • SpotlandRules
    • By SpotlandRules 2nd Jul 17, 9:40 AM
    • 102 Posts
    • 37 Thanks
    SpotlandRules
    My transfer over to EON and their v9 tariff, went live on 7 June. Since then, I have been contacted about going onto their vulnerable persons registered and have also been allowed to set up a password, that I can request all EON callers to give, before allowing them access.

    I have given them weekly readings, two statements have been issued, both of which have been spot on.

    For my estimated usage, my TCR is 14.85p and is the cheapest I have been paying in a very long time.

    Although early days, very happy so far.
    • MoneyMate
    • By MoneyMate 2nd Jul 17, 11:46 AM
    • 2,736 Posts
    • 12,869 Thanks
    MoneyMate
    Hi lucky to get the E.ON Energy Fixed 2 Year both fuels v9 fixed until Oct 18 before it closed, no complaints.
    There are more questions than answers
    WARNING ! May go silent for unfriendly replies
    Please excuse me Spell it MOST times
    UK Resident
  • E.ON Company Representative: Malc
    E.ON Ombudsman Complaints
    Just to clarify the situation, the ombudsman's resolution is only binding upon a supplier IF the customer accepts such resolution in full and final settlement of the complaint.

    It would appear from this other thread
    http://forums.moneysavingexpert.com/showthread.php?t=5665198
    that Eggatha has now elected to reject that proposed resolution from the ombudsman too.

    So that's the end of it ... unless Eggatha gets a court order (and I can't see that happening)
    Originally posted by footyguy
    Spot on footyguy. Customers need to agree to the Energy Ombudsman's findings. Once they do this, we'll carry out whatever actions the Ombudsman has told us we need to do.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • E.ON Company Representative: Malc
    E.ON System Issues
    Eon just gave me a huge shock! I transferred to another supplier in February when my deal came to an end. But today I got an email saying my bill was ready to view. WHAT? I am still able to log in so checked and it is confirmed the account is closed with nothing owing. Phew. OK a glitch but please Eon no more - my heart won't take it!
    Originally posted by pineapple
    Sorry about this pineapple. I was aware of a system issue that has had an impact on how we've communicated with certain customers both existing and previous. Not sure what caused it as, to be honest, the techy stuff goes over my head but our IT people are working to make sure it doesn't happen again.

    Hope your heart has recovered.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • E.ON Company Representative: Malc
    E.ON Billing
    Thank you for linking to this thread Malc- I'm still getting the hang of navigation on here

    When I eventually got to the bottom of what happened, it transpired that EON had set up two accounts with different numbers. We paid a bill over the phone using a debit card (the bill itself was unexpected, as we'd understood that we'd been on a dual fuel direct debit scheme and we knew that we'd had been paying direct debits). Unknown to us, the call handler apparently applied the payment to the wrong account before merging the accounts together, and we have been told that the disputed balance was never paid off when we made the payment. As you have said, any balance owed should have been transferred to the live account when the accounts were merged; we understood that the payment we made cleared the disputed balance before merging took place so there was no debt to transfer. EON now claim that they didn't apply the payment made to the in-debt account. Obviously we have no way of checking that, because the account ceased to exist as far as we knew- until the day that the letter threatening action for non-payment arrived, over 3 years later.

    The above is a very, very long story cut short, and summarises a protracted correspondence with a complaints department who couldn't understand the case at all. It worries me greatly that nobody in the complaints resolution team (or, presumably, the account management department) could understand their own payment and accounting system until I pieced things together from our own documents.

    Frankly, I'm sorry that I ever bothered looking through my own documentation in a bid to resolve it, because as soon as I unearthed the possibility of EON having mismanaged payments to the two accounts and messing up the merging process, a member of the complaints team transferred funds without our agreement from our live EON account (not bank account) to pay the disputed bill. We have still never seen any evidence from EON that this amount was ever actually owed- as far as we were concerned, we'd paid the bill three years previously and had a receipt for it- let alone given options to pay off in installments, as the regulations state we should have the chance to do.

    The licensing standards oblige suppliers to review accounts annually, and update customers with new payment arrangements. Over a period of three years, EON failed to notify us of any outstanding debt (debt that we couldn't possibly have been aware of, since we'd been given a receipt for paying it) and I believe that this therefore breaches their licensing agreement.

    That said, my concern now is the bigger picture. I had understood that we were protected by the back-billing regulations and the licensing standards. However, it would appear that suppliers have free rein to mismanage payments and accounts, fail to meet their obligations to annually review accounts, and demand enormous sums many years after customers have paid the bill, as long as the original bill was sent within 12 months of energy use.

    I will be reporting what I believe to be a breach of the licensing standards (failure to review accounts annually) to OFGEM- I know that they cannot intervene in our particular case, but they should have the opportunity to investigate EON. I will also be asking OFGEM to consider protecting consumers by extending the back-billing regulations to prevent customers being forced to pay for a supplier's accounting error which is over 12 months old. Finally, I will be contacting as many consumer groups as possible to raise awareness of this loophole, as I don't think customers are aware of the limitations of the back-billing regulations.
    Originally posted by Eggatha
    Just to clarify- 'account' referred to our EON account rather than bank account. Eon transferred funds from our live EON account to pay a disputed sum on an account which we had been told had been fully paid up 3 years previously , and as far as we knew no longer existed. They didn't take money from our bank account.
    Originally posted by Eggatha
    Hello Eggatha and thanks for posting some more details.

    My first thought was that the electricity and gas had been set up as separate accounts with their own unique numbers and then merged as a One Bill under a single number (either the electricity or gas). The other number becoming redundant. This is a common practice and, as I mentioned above, balances are automatically transferred to the live account.

    The additional information doesn't match with this though. If it did, the payment you made 3 years ago should've either cleared the amount outstanding so a zero balance was transferred or have been switched to the new One Bill as a credit.

    I can understand your frustration as it certainly seems we haven't adequately explained what has happened. Has the Ombudsman told us to provide a better, more detailed explanation as part of their findings?

    From what I understand from your posts, it doesn't sound like the Billing Code will apply. This is a specific industry mechanism where we've failed to bill accurately due to something we've done wrong. It applies where we're at fault for customers not receiving an accurate bill. Here, we won't charge for any unbilled energy used more than 12 months from the point the problem was fixed.

    I take your point about a suitable mechanism to deal with failings outside of these billing issues but, as things stand, this wouldn't be the Billing Code in its current form.

    We do transfer balances from one account to another where appropriate. The complaint handler should've explained what they were doing and why.

    Sorry we weren't able to sort this to your satisfaction
    Eggatha.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • E.ON Company Representative: Malc
    E.ON Billing Code
    Whilst i agree it doesn't sound like you have been treated well Eggatha, i think you might have a slight misconception.
    I believe the back-billing regulations relate to live accounts which you say have been paid by a Direct Debit. Whereas closed accounts with no live gas or electricity can be chased for outstanding balance for up to 5 years. If that amount was outstanding on the closed account when the accounts were merged they are able to pursue that payment.
    Originally posted by Wolf3
    I agree, Wolf3. It sounds like this case falls outside of the Billing Code. As above, this applies where we're at fault for not billing or not billing accurately. It comes under the Code of Practice for Accurate Bills and we're audited each year by an independent body that check we're applying it properly.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • E.ON Company Representative: Malc
    E.ON Priority Services Register
    My transfer over to EON and their v9 tariff, went live on 7 June. Since then, I have been contacted about going onto their vulnerable persons registered and have also been allowed to set up a password, that I can request all EON callers to give, before allowing them access.

    I have given them weekly readings, two statements have been issued, both of which have been spot on.

    For my estimated usage, my TCR is 14.85p and is the cheapest I have been paying in a very long time.

    Although early days, very happy so far.
    Originally posted by SpotlandRules
    Hello SpotlandRules and glad things have gone well so far.

    It's good you've signed to our Priority Services Register (PSR). This is a record of any vulnerability or disability in the household that could be affected by a loss of power or gas. It also means we can give you access to certain services that might be suited to your particular circumstances or needs.

    As well as setting up a password to help protect against bogus callers, there are other things we can do too. This includes notification of planned supply interruptions; large print, Braille or talking bills if visually impaired; pre-arranged quarterly meter readings; free annual gas safety checks; and a bill nominee scheme where we send bills to family members, carers etc where they're looking after accounts. There's more about our PSR on the website.

    Hope this is of interest SpotlandRules. Let me know if you need any more information as happy to help.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • E.ON Company Representative: Malc
    E.ON Fixed 2 Year v9
    Hi lucky to get the E.ON Energy Fixed 2 Year both fuels v9 fixed until Oct 18 before it closed, no complaints.
    Originally posted by MoneyMate
    Nice one MoneyMate. This tariff was withdrawn from sale on 25 October 16 but you're okay as your prices are fixed until the end date in October 18. If something better did come along, there are no exit fees with this product leaving you free to switch tariff or supplier without penalty.

    Glad no complaints so far.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

2,103Posts Today

7,074Users online

Martin's Twitter