Energyhelpline Switch to Eon cancelled without explanation

mabinogion_2

This is a strange one. I followed the links from MSE to switch my mother in law from her current supplier to Eon two weeks ago.

Everything seemed fine, then today a letter comes from Eon cancelling the contract. Didn't address her by name just 'dear customer' and gave a telephone number to ring which has an automated message indicating that this telephone number does not receive calls.

It all strikes me as a bit odd and very disappointing especially as there is no reason given. Has anyone else received similar or got any thoughts on it? Usually websites linked via MSE are pretty darned useful and good to deal with. Here's the content of the letter:

WE`VE CANCELLED YOUR SWITCH TO US
Dear Customer,

We`ve cancelled your contract with us and we will not take your switch any further.This means you will stay with your current customer. If you think about switching in the future, please call us we`d be glas to talk to you about any of our products and services.

If you`d like to talk to us about this or anything else, please call us on 0845 300 6497

Yours sincerely
Francesca Plant
Customer service.
:cool:

E.ON_Company_Representative:_Helena

Hi mabinogion,

I think the best thing to do is to contact E.ON and ask what has happened here.

However, it may be a case of your current supplier objecting to the switch, E.ON won't have the details for this so you would need to contact your current supplier to ask them the reason for this.

Let me know if you need any more help.

Helena

DVardysShadow

E.ON_Company_Representative:_Helena wrote: »

Hi mabinogion,

I think the best thing to do is to contact E.ON and ask what has happened here.

However, it may be a case of your current supplier objecting to the switch, E.ON won't have the details for this so you would need to contact your current supplier to ask them the reason for this.

Let me know if you need any more help.

Helena

Helena,

If the reason for the cancellation is that the current supplier objects, I cannot see any reason why you could not tell the [prospective] customer just that. The email sent to the OP is completely unhelpful and to give a phone number which does not accept incoming calls for a prospective customer is nearly unforgivable from a shareholder perspective.

Perhaps this is something to feed into your improvement process?

macman

Is there outstanding debt with the existing supplier? If so, they are not going to reveal that to Eon.

E.ON_Company_Representative:_Helena

Hi DVardysShadow,

To be honest, if the current supplier has objected to the switch I did think this would be put in the letter (but not with any specific details of why). The reason for the objection is something the customer would need to ask the current supplier.

I will double check this.

There appears to be no reasons at all in the OP's email and I agree this does appear unhelpful. I think the OP needs to ask why this has happened.

I agree with you about the phone number and I will feed this back (as we always do with this sort of info on the forum).

Helena

E.ON_Company_Representative:_Helena

macman wrote: »

Is there outstanding debt with the existing supplier? If so, they are not going to reveal that to Eon.

That's correct, if a transfer has been objected to the gaining supplier isn't given the specific reasons for this. This is due to DPA.

Helena

mabinogion_2

Thanks for giving this your attention Helena and co. Helena I can see no obvious reason why anyone would not allow a switch.

The household has been occupied by the same person for 14 years and bills have always been paid promptly. Also there is no history of debt in any shape or form. The flat does not have gas so it would have been (I imagine) a straightforward switch. Perhaps I'm missing something. Can you explain the phone number that doesnt accept calls? Is that the phone number that is usually given out?

cheers

E.ON_Company_Representative:_Helena

mabinogion wrote: »

Thanks for giving this your attention Helena and co. Helena I can see no obvious reason why anyone would not allow a switch.

The household has been occupied by the same person for 14 years and bills have always been paid promptly. Also there is no history of debt in any shape or form. The flat does not have gas so it would have been (I imagine) a straightforward switch. Perhaps I'm missing something. Can you explain the phone number that doesnt accept calls? Is that the phone number that is usually given out?

cheers

Hi mabinogion,

I will look in to that phone number and see what's going on .

Did the email mention an objection at all? if it is an objection that is stopping the transfer the only people that will know the reason is your current supplier, so you will need to ask them.

Do you have a different sort of metering set up, E10, E18, heatwise etc, as this may have made something go wrong with the transfer?

Helena

mabinogion_2

Helena it was a letter not an email and I've copied the content of it in my original post.

It contained no mention of an objection or a reason why the 'contract' was cancelled. Its my mother in law who is trying to change providers with my help. We've already made the switch to Eon via MSE. I don't know the exact type of metering she has. I will try and find what it is called. thanks:)

DVardysShadow

E.ON_Company_Representative:_Helena wrote: »

Hi DVardysShadow,

To be honest, if the current supplier has objected to the switch I did think this would be put in the letter (but not with any specific details of why). The reason for the objection is something the customer would need to ask the current supplier.

I think it is as simple as that - if the customer knows that the current supplier has refused, then they know who to go and see. I would not expect eon to tell the customer why another supplier has refused - or even to know.

E.ON_Company_Representative:_Helena

DVardysShadow wrote: »

I think it is as simple as that - if the customer knows that the current supplier has refused, then they know who to go and see. I would not expect eon to tell the customer why another supplier has refused - or even to know.

I agree with you.

I will check, but my understanding was that if the switch had been objected to then the letter said this and to contact the current supplier.

That's why I'm a bit unsure about the OP's letter, it doesn't give any reasons at all. So the first thing to do would be to contact E.ON and ask.

It was just an idea that it may be something to do with the metering (if we had only taken one meter number, when there is two or something along these lines)

Helena:)