E.On Refund

Duffers4768

I switched from E.On to another supplier and my new supplier took over my supply from 29th December 2009. As I was in credit by £120 I rang E.On on 6th Jan 2010 to ask when they were going to issue my refund and was told it would take ten working days. I had heard nothing so rang again today to be told that they have not yet raised my final bill. I asked why this was as my new supplier had taken over on 29th December and was told by E.On rep today that it would take a further ten days for a refund. Unhappy at this I asked him when they had received my final reading and was told that they had received it on 8th Jan. I then asked why it takes so long to issue a refund yet when they rang last year to increase my direct debit this was done in a matter of days. The E-On rep now assures me that my refund will be in my account by next Tuesday latest. I still do not have an explanation why it has taken 22 working days to obtain a refund from the date they received my final meter reading. I expect that I would have heard from them much sooner had I owed them money.

E.ON_Company_Representative:_Helena

Hi Duffers4768,

The change of supply process does involve more than the two companies you are changing to and from and it takes around 4-6 weeks to change supplier.

The data collectors need to verify the readings that the new supplier passes to the old supplier to enable them to produce the final bills, this can sometimes take some time.

Even though E.ON have had the reading, it sounds like they have been waiting for this to be verified electronically before they can use it.

I am sorry that you have had to wait for your refund, I know this is very frustrating.

The credit that is on your account will go towards the final charges.

Did you have a Direct Debit set up or are you expecting a cheque?

Helena:)

Duffers4768

Helena,
I paid by direct debit.
I am now more confused as I have received a copy of my final bill which shows a different amount to what I was told 24 hours ago. My bill is showing a refund due of £126.00 against an amount of £154.00 that I was informed lverbally last night. I have just been told by an E.On rep that they have deducted this amount as I am not entitled to a discount on my final bill. Effectively this means that anyone choosing to leave a supplier will be receiving a cancellation charge equivalent to the discount they should have received on their last quarterly bill. I am in the process of contacting Ofgem to ask whether they are aware of this practice.

KimYeovil

Yes, you should never leave Eon in winter or early spring. Very bad idea.

E.ON_Company_Representative:_Helena

Duffers4768 wrote: »

Helena,
I paid by direct debit.
I am now more confused as I have received a copy of my final bill which shows a different amount to what I was told 24 hours ago. My bill is showing a refund due of £126.00 against an amount of £154.00 that I was informed lverbally last night. I have just been told by an E.On rep that they have deducted this amount as I am not entitled to a discount on my final bill. Effectively this means that anyone choosing to leave a supplier will be receiving a cancellation charge equivalent to the discount they should have received on their last quarterly bill. I am in the process of contacting Ofgem to ask whether they are aware of this practice.

Hi Duffers4768,

E.ON don't give discount on final bills, this is the reason the amount is different.

It is listed in the T&C's.

I am sorry for the confusion.

Helena

st999

Yes, you should never leave Eon in winter or early spring. Very bad idea

When is the best time then?

Stan

kay041980

Duffers4768 wrote: »

I switched from E.On to another supplier and my new supplier took over my supply from 29th December 2009. As I was in credit by £120 I rang E.On on 6th Jan 2010 to ask when they were going to issue my refund and was told it would take ten working days. I had heard nothing so rang again today to be told that they have not yet raised my final bill. I asked why this was as my new supplier had taken over on 29th December and was told by E.On rep today that it would take a further ten days for a refund. Unhappy at this I asked him when they had received my final reading and was told that they had received it on 8th Jan. I then asked why it takes so long to issue a refund yet when they rang last year to increase my direct debit this was done in a matter of days. The E-On rep now assures me that my refund will be in my account by next Tuesday latest. I still do not have an explanation why it has taken 22 working days to obtain a refund from the date they received my final meter reading. I expect that I would have heard from them much sooner had I owed them money.

I'd check your final bill if I was you, I left E-on on 7th Dec 09 and still waiting for a refund!! They orginally over charged me by £70 on my final Gas Bill, Their final reading was over 100 units greater than my starting reading with the new supplier. This has now been resolved but I am still waiting for my refund. If you have cancelled you DD request a cheque cos the bank will reject a transfer, this happened to me and they don't automatically check that this has been successful. I had to phone them again to re issue me a cheque. Been told it takes 4 days to issue a one, day 3 now. See what happens. Good luck

Duffers4768

Well, after being promised my refund by no later than 9th February by E.On representative I am still waiting. I have now been promised that it will be in my account by 17th February but I am not holding my breath.
A friend of mine was going to change to E.On but given the problems I have experienced he is now looking at other suppliers.
We need more competition in the UK market for energy but GB's government are too scared to take any action against these rip off merchants.
I believe the market in France is much tougher and there is also legislation that limits how much energy suppliers can increase their prices.

DirectDebacle

E.ON_Company_Representative:_Helena wrote: »

Hi Duffers4768,

E.ON don't give discount on final bills, this is the reason the amount is different.

It is listed in the T&C's.

I am sorry for the confusion.

Helena

The confusion is caused by E.ON mis-leading marketing.

DD discounts quoted are for 12 monthly payments. However applying a policy that no discounts will be applied to the final bill (why?) means that in the case of quarterly billing up to 3 months of promised discounts might not be applied to the final bill.

The discount should be applied to each and every DD payment made. By having a condition in the T&C's which E.ON claim entitles them to dishonour the promise they make is an unfair term and condition.

An explanation with working examples should be included in the T&C's/DD information literature so that customers are fully aware of the practice. The fact it isn't is purely to confuse the customer, which the rep laughably apologises for.

If I were a customer of E.ON then I would strongly challenge this practice.