E.ON Reps : Cant Switch Back to E.ON Via Cashback Site Cos Old Account Is Still Open

bristolleedsfan

E.ON reps :hello:

Previously when E.ON has blamed someone else for not having had opening meter readings on a transfer out. ( Only E.ON ever have the problem in my experience) at least the old accounts were not active.

I tried to switch back to E.O.N today via a Cashback Site and discovered that I am still considered to be a customer due to E.ON still not having closed my account despite me moving from E.ON in August 2009.


Ive emailed E.ON back asking why account is still active, I anticipate that ill get the waiting for opening meter readings from "new supplier" excuse even though Scottish Power gave me a statement regarding opening meter readings in November.


Ive not been with E.ON since August :eek: Is there a way I can switch back to E.ON without losing out on TCB 70.00 Cashback + 10% extra that I am entitled to until end of December. ?????????????? Please note that I do not phone chargeable Phone numbers.


Your Correspondence


Mail date: 16/11/2009
Subject: COMPLAINT

Why did EON not close down my electri...

Account number: 000000000000000

Hello Mr ......... and thank you for your email and for supplying your meter details.

I requested your meter details as we need to confirm that the account we have open for your supply is not the correct supply of electricity which, if cancelled may cause you insurmountable problems in the future if your new supplier discovered that the supply they were billing you for was not yours.

I have confirmed that the E.ON account we have billed you for was incorrectly kept open when you changed supplier to Scottish Power and I have arranged to have it closed. You will receive a final statement shortly showing that your account has been cloased to the correct date.

I trust that this has resolved this matter to your satisfaction, if there is anything further I can assist you with please contact me on 0845 3023 812 and I will be happy to help.

Kind regards

Patrick Allen
Customer Service

Premier_2

Calls to 0845 numbers are free using a BT landline during the free call period of your calling plan.

bristolleedsfan

Premier wrote: »

Calls to 0845 numbers are free using a BT landline during the free call period of your calling plan.

Thanks for info, I dont have a landline phone merely Tesco Internet PAYG so no line rental :money: ( Broadband is Virgin Cable with no phone)

E.ON_Company_Representative

Hi bristolleedsfan, :hello:

If my colleague has closed the old account down, then there should now be nothing to stop you transferring over to us.

However his correspondence does suggest he's arranging for this to happen and therefore may not have happened yet, processes like this aren't often instantaneous. If this is the case, you won't be able to transfer yet.

I'd send an email back to Patrick, asking for clarification on this.

Brian

bristolleedsfan

[QUOTE=E.ON Company Representative:

I'd send an email back to Patrick, asking for clarification on this.

Brian [/QUOTE]


Notice of intended third part action in respect of monies that are not owed to E.ON has also now been received.


Reply

from sysresponse-do-not-reply@eonenergy.com
to ......................

date Mon, Jan 4, 2010 at 10:27 AM
subject Your reply from E.ON
hide details 10:27 AM (4 hours ago)
Account number: 00000000000

Hello Mr ......... and thank you for your email.

I can confirm that your electricity transferred away from us on 7 August 2009 but we have not successfully closed your electricity account yet. This will be resolved as a matter of urgency.

We lost your gas supply also on 7 August 2009 and your gas account has been finalised.

After we have closed your electricity account we will produce you a final bill, and if you choose you will then be able to transfer your energy supplies to us.

Please note the £70.00 cashback is not offered through E.ON directly. It is offered through the broker site you have visited which is independent of E.ON.

I am sorry for any inconvenience caused. I trust that I have addressed your query. If you wish to see our complaint handling process, please feel free to visit our website at eonenergy.com/chp. You can always contact us on 0845 303 4010 and one of my colleagues will be happy to help.

Kind regards

John Wilford
Customer Service

bristolleedsfan

For the goodwill gesture which has made up or one complete dual fuel switch I missed out on due to E.ON not closing my August 2009 account down when I switched to Scottish Power resulting me being unable to switch back to E.ON until the August 2009 account closure was sorted. :T


Hello Mr ,,,,,, and thank you for your email.

I am sorry you have not received your final bill for the above account, this was due to Eon had not received the final reading for the account when you were with us earlier in the year, account number 01....... and then joined British Gas.

I have had both accounts resolved now and you will be able to view both final bills online. The final balance on account number 0,,,,,,, is £30.97 and on account number 0...... is £36.73.

As a gesture of goodwill I have cleared both balances :T :T :T as you were unable to return back to Eon when you applied via https://www.topcashback.co.uk.

As you change your supply regularly this problem may occur again in the future. This is due to the time it can take to receive the final readings from the new supplier when you leave.

The final reading comes to us electronically and is called a D86, if this information is not received then a final bill will not be produced.

The new supplier has to send the old supplier the final readings, but if you try to change supplier again and return to the old supplier before this information has been received, then the account will still show as being live and you may not be able to return to the old supplier.

We were still waiting for the final reading from British Gas when you left in March 2009, so when you left us in August 2009 we were unable to close that account down as we cannot have two accounts for the same property in the same status.

I would advise that you make sure you have received your final bill before you try to return to the same supplier again.

As advised I have cleared the balances on both accounts as a gesture of goodwill, but will not be giving any compensation for stress and inconvenience that may have been caused, or as you were unable to return and receive a £77.00 cashback via https://www.topcashback.co.uk.

Kind regards

John Murfin
Directors' Office

Joyful

I hope more people read Eons last response. This is where people being greedy for cashback cause the industry process to get messed up.:rolleyes:

It is usually no problem to change supplier but when the supply changes more often many times the information either gets messed up or does not appear. This then not only causes specialist teams including Complaints to get involved but incurrs a lot more cost which of course ends up being passed to the Customers.

bristolleedsfan

Joyful wrote: »

I hope more people read Eons last response. This is where people being greedy for cashback cause the industry process to get messed up.:rolleyes:

It is usually no problem to change supplier but when the supply changes more often many times the information either gets messed up or does not appear. This then not only causes specialist teams including Complaints to get involved but incurrs a lot more cost which of course ends up being passed to the Customers.

I should add that I have only had such problems with E.ON and I know of others who have only had such problems with E.ON.


From O/P you will notice E.ON statement "I have confirmed that the E.ON account we have billed you for was incorrectly kept open when you changed supplier to Scottish Power and I have arranged to have it closed."


Again I have not had this kind of problem when switching from other suppliers, even as late as 5th January 2010 I received communication from Energy Debt Recovery Services regarding an amount that related to E.ON billing me for a period of time when my supply had switched to SP. ( see above E.ON quote ), again not had a similar problem when switching from SP or BG. E.ON did not freeze or remove what they knew was an erroneous billing value when they became aware of it middle November 2009 so wasted more money chasing something that wasnt due to them. :rolleyes:


On the Cashback issue, is same in all industries, A+L Bank account regular switching offers. Nationwide Building Society regular switching offers.


Whilst I agree with the sentiments of what you have said as the saying goes " Turkeys dont vote for Christmas." Energy Companies will rip off consumers with/without regular switchers for Cashback. MSE site slogan is " Consumer Revenge" :cool:

I will also add that E.ON unlike SP always ignore my stated usage and send a letter stating that my monthly DD will be way above my historic usage which I believe is totally unacceptable so I cancel DD and apply to switch elsewhere.:cool:

I am in the process of switching to N-Power from EDF (90.00 Cashback) I will be fascinated to see how they conduct matters both switching in and I would imagine subsequently switching back out. :rolleyes: :rotfl:

Joyful

I can promise you it happens all the time within the industry and includes all suppliers. Usually the reason an account is not closed is the industry has not sent the correct flows to the old supplier. If the customer then changes again the next supplier will not have had an account open to close. I used to deal with these problems every day.

Spiro's info on the communications the industry go through for the change of supply is very informative.