E-on Direct Debit Problems - anyone else?

bonzer

I'm just in the middle of trying to switch to E-on and am having a right load of hassle.

E-on sent me a letter saying my bank had cancelled my direct debit. So I phoned up and gave them the details again.

They then sent me a letter saying they had established a direct debit, which correctly quoted my bank account number and sort code (but the wrong amount of money). Then another letter a day later saying it has been cancelled.

Phoned my bank and they said E-on *have* definitely 100% established a direct debit on my account and they quoted my E-on account number back to me as proof that they've got it.

Phoned E-on again and they bloke was adamant that there is no direct debit and that it has been cancelled and it's definitely the bank and not them blah blah blah. Then he spoke to his manager who said yes it's always the bank and never them. However my bank is equally adamant that everything is in order and it's E-on that's at fault.

E-on bloke says he's going to speak to the "cash controller" on Monday.

Is it just me cursed with this one or is anyone else having trouble?

Who's responsibility is it to sort it out, E-on or the bank?

Thanks Bonzer

macman

Eon cannot either create or remove a direct debit. Only the bank or the account holder can do that. All Eon can do is fail to take a direct debit that is still in place.

bonzer

The problem I've got is E-on says it's the bank at fault. The bank says it's E-on at fault and that they've done everything correctly. I'm stuck in the middle.

claire111

Just accept that you'll never get to the bottom of it, cancel the existing DD and set up a new one

bonzer

Thanks, but I don't really want to cancel it myself as that's exactly the problem - E-on have twice claimed it's been cancelled when in fact it hasn't.

david39

The post above that says that Eon cannot create a direct debit is not correct.

Most large companies that trade with the general public have a paperless direct debit facility with the banks so that they can do just that - the company does have to have the account holder's permission to do so, though.

This is so that you can start dealing with a company immediately, without having to wait for DD forms to come and go through the post etc. - DD's can be set up online or over the phone and in these cases it is the trading company who advises the bank of the arrangements.

If you phoned up Eon now and arranged to transfer your electricity account to them, they could take your DD details straight away and set up the transactions without you informing your bank.

Obviously, this system is theoretically open to abuse but no trader using it would deliberately misuse it as withdrawal of the facility would seriously affect their future business.

macman

To set up a DD requires the originator's approval, whether by paper signature or by 'electronic' approval online.

pippy100

Hi, I have just come across your thread and have similar problem.
I have just transferred to E-On on the 23rd August and was told my first payment would be on the 1st of September, the date came and went and i didn't really think about it but then receive a letter to say my direct debit has been cancelled yet i never even saw one set up!!!
Rang them up, they said i needed to get in touch with the bank but argued that i didn't even think there was a D/D set up so he took my details again. A bit strange that i am not alone!

bonzer

pippy100 wrote: »

Hi, I have just come across your thread and have similar problem.
I have just transferred to E-On on the 23rd August and was told my first payment would be on the 1st of September, the date came and went and i didn't really think about it but then receive a letter to say my direct debit has been cancelled yet i never even saw one set up!!!
Rang them up, they said i needed to get in touch with the bank but argued that i didn't even think there was a D/D set up so he took my details again. A bit strange that i am not alone!

Thanks very much for your reply. On one hand very sorry you're having trouble too but on the other glad it's not just me!

Yes my DD was due to go out on Sept 1st and nothing happened, then I got a letter claiming the DD had been cancelled (not true).

Then I called them and tried to set it up again, then got a letter confirming the details and then another letter claiming it had been cancelled again (not true).

Called my bank and they said they had got the DD through OK and everything was fine and it hadn't been cancelled.

The 2nd operator I spoke to said he would speak to the "cash controller" and asked me to call him back today and gave me a number. However when I called it, it just went through to their normal call centre and the operator I spoke to said he had no method of putting me through to the specific operator I was speaking to previously.

He spoke to the cash controller himself and then advised setting up the DD again (for a 3rd time) which is due to go out on 1st October. I don't know what difference it is going to make when it's failed the previous two times.

The 3rd operator said they had tried to take £35 on the 1st September and it had been refunded to my account. There is no such transaction (either withdrawal or deposit) on my bank account and I also told them to take £70 anyway. The DD confirmation letter I got through said the DD amount was for £40. This amount was never mentioned in any conversation I have had with E-on, so I don't know where they got that from.

Hmmm...all turning into a total shambles.

Premier_2

I've had a similar issue previously with BT (after they told me to cancel a DDI to overcome a different issue they created).

Just complain and keep escalating it until you manage to speak to someone who has more than one brain cell and so can suggest and arrange a pragmatic solution to the problem that suits all.

In my case with BT, it was eventually agreed I would pay any bill using any means possible (Debit card, cheque, cash at a bank/post office, etc) where a DD collection was proving futile by the supplier. But I did insist that the discounts applicable to paying by DD were still included as it was not my fault they were unable to collect.

Only affected one bill after which they set up another DDI (with my authority) and resumed collection of later bills that way.

tk200

I've had a very similar problem with EON - has anyone found out where the problem lies? My bank are going to speak to EON tomorrow so hopefully that might resolve things...