Duped by EON???

DirectDebacle

Hi Malc,

Thanks for your efforts and the info and of course this is not a simple matter that can be resolved on here. I will liaise with backfoot on this.

Regards,

DD

Former_E.ON_Company_Representative:_Malc

libra10 wrote: »

I'm also really annoyed with Eon. We switched from EBICO to Eon around late November, after being promised that we would save at least £200 a year. In order to keep our custom EBICO promised to keep us on our present tariff, yet we declined due to Eon's promise to save us a considerable amount of money.

We are on E.ON Track and Save 6 and since late Novermber (approximately) we have now paid over £450! I realise this has been a harsh winter, but our monthly bills for both electric and gas are approximating £120 a month (much more than we were paying with EBICO).

Approximately a week ago, at Eon's request, I submitted accurate meter readings and a bill was generated for £116, I paid within one day. A few days later I received another bill for £23.60 and couldn't understand why another bill had been generated for February when I had just paid up to date.

I decided to phone customer services to see what was happening, and was absolutely amazed when the assistant would not discuss the bill with me, only my husband who was not in at the time.

I explained that I had been the person who dealt with all the arrangements for the changeover from previous supplier, had spoken to customer services previously, and I was the person who paid the bills. Yet he still wouldn't speak to me as my name is not on the bill, which it should be.

I am using a price comparison site this week and moving to an energy company who will deal with a mere woman!

Hi libra10

Sorry to hear you're unhappy with your switch to us. Thought I would try and explain a couple of things.

To comply with the Data Protection Act, our agents have to follow very strict guidelines when discussing customer accounts.

As your name is not on the account, agents will only be allowed to enter into a very limited discussion with you. This is easily rectified, though.

Provided both you and your husband agree, the account can be amended and your name added in a matter of seconds.

I would check the amount of kWh charged on our bills and compare this with a similar period a year ago. See if there have been any significant changes.

Track and Save tariffs are often chosen by customers who want better prices than our standard plans but who don't want to manage their accounts online.

Cheaper prices are available for online management and for paying with a Monthly Direct Debit.

You're doing exactly the right thing in checking out the comparison sites. These will list out all your options, both with us and the other suppliers.

Again, it's better to enter usage in kWh rather than a monthly spend. This will give you a much more accurate picture.

Just a heads up libra10; as mentioned elsewhere on this thread, we don't give discount on final bills when changing supplier. Therefore, it's best to time a switch to lessen the impact of this.

Without more details, I'm afraid I'm unable to say why a follow up bill was sent so close to one based on accurate meter readings.

Again, sorry you're unhappy with us but hope this gives you a couple of pointers.

Malc

libra10

Thank you for replying eon service representative, much appreciated.

I can't understand why my husband's name was put on the bill as he never spoke to Eon at any stage of the changeover, it's always my job!

Regarding Eon, I prefer paying monthly, online, but don't want to pay a standard sum throughout the year, would prefer paying each month for the energy which we actually use. Old fashioned, I know, but my preference.

Will take your advice and check comparison sites.

Much appreciated.

Former_E.ON_Company_Representative:_Malc

libra10 wrote: »

Thank you for replying eon service representative, much appreciated.

I can't understand why my husband's name was put on the bill as he never spoke to Eon at any stage of the changeover, it's always my job!

Most odd, libra10. The account would usually be set up in the name of the person sorting it all out. Difficult to add more without seeing the notes on the account.

libra10 wrote: »

Regarding Eon, I prefer paying monthly, online, but don't want to pay a standard sum throughout the year, would prefer paying each month for the energy which we actually use. Old fashioned, I know, but my preference.

Will take your advice and check comparison sites.

Much appreciated.

Just a thought on this. When you entered your meter readings online, did you ask for a bill through our Real Time Billing facility?

Was the second bill estimated?

If your account is set up for monthly billing, it may be a request for a bill was followed by a system generated bill a few days later.

Sorry if I'm on the wrong track here libra 10. Just trying to grasp what might have happened. It could be we need to change the date we ask for readings so it is in line with the actual billing date.

However, I'm speculating a lot and, as I say, could be well off track.

Let me know if I can help further as happy to do so.

Malc

libra10

E.ON_Company_Representative:_Malc wrote: »

Most odd, libra10. The account would usually be set up in the name of the person sorting it all out. Difficult to add more without seeing the notes on the account.

It was defintely myself who set everything up and spoke to various people involved. I thought it was very sexist, as I told the customer assistant.

Just a thought on this. When you entered your meter readings online, did you ask for a bill through our Real Time Billing facility?

Was the second bill estimated?

If your account is set up for monthly billing, it may be a request for a bill was followed by a system generated bill a few days later.

Regarding above, a little unsure whether I asked for a bill through Real Time Billing facility. The second bill was definitely estimated and within a few units of my actual meter readings on Sunday.

When your email asked for meter readings I understood they would be for the month of February, a bill would be generated and I would continue to give meter readings each month end.

I was certainly surprised to receive a second bill within a few days of already having paid.

Thank you very much for taking the time and trouble to respond.

backfoot

Malc,

Thank you for your comments. I have only just seen them as I had been bringing Direct Debacle up to speed on this matter.

We are often keen to knock Suppliers when they appear, and quite often do, have unfair policies. However, it is most refreshing to see that Eon have either relaxed or clarified their policy to Exit Fees following Price Increases. I think that is really excellent news for customers and competition.:T

Regarding the other matter, about final bill discounts after price increases, this is better taken off Forum for a while as discussions take place.

Of course Malc, if you have any good news, please let us know.

Once again thanks, it does show Eon are starting take genuine customer feedback seriously.

Former_E.ON_Company_Representative:_Malc

Sorry if our Data Protection policy came across as sexist libra10. This is certainly not the intention.

I can tell you, if the situation were reversed and the account was in your name but your husband called, he would have received a similar response. As I said, we take the requirements of the Data Protection Act very seriously.

With the billing, I suspect the date the first bill was issued was a little out of line with the actual billing date on our system. This would have caused a second bill to be issued in line with the normal monthly cycle.

I would suggest finding out the actual billing date and entering readings 5 days either side of this. This will make sure you only receive the one bill each month.

Hope this helps libra10. Give me a shout if I can help further as will be happy to do so.

Malc

libra10

Thank you for replying.

I agree that if my husband had arranged everything and the invoice was in my name, I would be annoyed. However, to my (cynical) mind, am pretty sure that would not happen. It seems that even though a woman organised the changeover, they preferred billing a male.

With the billing, I suspect the date the first bill was issued was a little out of line with the actual billing date on our system. This would have caused a second bill to be issued in line with the normal monthly cycle.

Regarding the above, I entered the meter readings when requested by an email from Eon. The previous month I decided to leave until month end to enter readings, and received an estimated bill before having chance to enter readings.

It seems that timing is the key!

I do appreciate your help, much appreciated.

egfcomps

Hi,

I changed over from Npower to Eon mid Feb, yesterday received the letter re price increases. I have been on the comparison sites and it appears I can save money by switching again.

So what happens now, I know I need to phone Eon, and set up new supplier again.

But, and I need this in simple terms as I have read your posts and my head now hurts, will I be charged old rate at what I signed up for and will I be charged the £30 to leave Eon as stated in T&C's. Is there anything else I should be aware of?

Guess I wont get my cashback either!

Thanks
EGF

DirectDebacle

As far as I understand it the situation is that if you refuse to accept the price increase within 10 days of receiving the notification and commence the switching process the E.ON will not charge you for cancelling the contract prematurely (exit fee). You will be charged at your old rate until such time as the switching process is complete. However you will not receive any discounts on your final bill.

Not sure on cashback. This will depend on the terms of the cashback site.

If any of the above is incorrect then no doubt one of the E.ON reps will put it right.