EON's rubbish computer ....

Mr_K

Just had the usual experience that many are having. Bill from EON, with me in credit, and them wanting to increase my DD significantly (I thought they only reviewed DD's in April ?)

Finally managed to get through to somebody at EON (handy tip : unable to get through on their 0845 no. for a couple of days, tried 0800 0511626 and got directly through to somebody). They agreed it was rubbish and decreased DD to a figure I was happy with. They blamed their 'rubbish computer'.

Moral of the story, if you're not happy with your DD, challenge it. They may claim its to cover winter usage, but they are certainly adding a bit extra so they can have your money in their bank in advance. If it means paying a lump sum at the end of winter, so be it. The longer the money is in your hands and earning interest for you (not them) the better.

backfoot

Do any of the suppliers not have a rubbish computer?

Some are definately more rubbish than others,especially new ones, but after that it's becoming a very close race.

victor2

Customer service rule #1: Blame the computer.

But if you think EON's is bad, try using EDF's.
Wonder if there's a group of programmers somewhere, patting themselves on the back for a job well done? Somebody's been done anyway.:)

jalexa

Mr_K wrote: »

Bill from EON, with me in credit, and them wanting to increase my DD significantly (I thought they only reviewed DD's in April ?)

No, they "review" after every bill. "April" is the date they calculate a zero-balance for. See here...

http://www.eonenergy.com/FAQ/Paying-By-Direct-Debit/Direct-Debit-Payment-Calculation.htm

backfoot

jalexa wrote: »

No, they "review" after every bill. "April" is the date they calculate a zero-balance for. See here...

http://www.edfenergy.com/products-services/for-your-home/direct-debit/direct-debit-existing-direct-debit-customers.shtml

I thought the OP was talking about EON?

Anyway, haven't we established, several times that it doesn't say they calculate a zero balance at April ?

jalexa

backfoot wrote: »

I thought the OP was talking about EON?

You are right. I pasted in the wrong link by mistake (adjacent in my Bookmarks). Will edit my post. You will see the Eon procedure is very clear. I said "clear" not "right". The Eon rep has posted an important confirmation in one of today's threads.

Thanks:)

Anyway, haven't we established, several times that it doesn't say they calculate a zero balance at April ?

What is your point there? That "April" isn't "spring"? Who is "they"? In this thread "April" was used by the OP, and I was responding to the OP.

meggsy

I thought npower were having a new billing system this year, whatever, they are still sending me random emails telling me my password has been reset ! My password was ..........1 then ..........2 until by the time I left last month it was ..........12 :mad: Rubbish indeed !

verntern

Mr_K wrote: »

Just had the usual experience that many are having. Bill from EON, with me in credit, and them wanting to increase my DD significantly (I thought they only reviewed DD's in April ?)

Finally managed to get through to somebody at EON (handy tip : unable to get through on their 0845 no. for a couple of days, tried 0800 0511626 and got directly through to somebody). They agreed it was rubbish and decreased DD to a figure I was happy with. They blamed their 'rubbish computer'.

Moral of the story, if you're not happy with your DD, challenge it. They may claim its to cover winter usage, but they are certainly adding a bit extra so they can have your money in their bank in advance. If it means paying a lump sum at the end of winter, so be it. The longer the money is in your hands and earning interest for you (not them) the better.

Interesting. I have had the opposite experience. For me, not 'the usual experience that many are having'. Eon contacted me mid-term in their accounting year and said they were reducing my DD based on their estimate of my usage for the rest of the period, including the winter months. I told them to keep the DD as it was. Foolhardy? No, I live on my own. I know that with visitors in December and January my heating and hot water costs will rocket. It is merely a convenient cushion against a big winter bill and no shock DD increases.

backfoot

jalexa wrote: »

You are right. I pasted in the wrong link by mistake (adjacent in my Bookmarks). Will edit my post. You will see the Eon procedure is very clear. I said "clear" not "right". The Eon rep has posted an important confirmation in one of today's threads.

Thanks:)



What is your point there? That "April" isn't "spring"? Who is "they"? In this thread "April" was used by the OP, and I was responding to the OP.

Just seen your later edit. My point is just what I have said.

They are EDF and they don't have a written policy to create a zero balance at April or spring however you want to define it.

Eon apparently do, and I am astonished that they are allowed to get away with it. It may suit some people, but for many customers depending on joining date, such a policy could be financially crippling. Notwithstanding whether it is a Licence breach.

Airmike23

A lot of the comapny's structure the direct debits thus - Nil balance by Spring bill. Each bill quarter credit/debit is reviewed against project usage and current payment amount, if that does not match then you will either see an increase or decrease in the mdd or no change. EG if you head into the autumn period (say bill start of October), and altho credit it's not that much £20-£60 on that Oct bill. The power company, based on prev years usage, estimates next 6 months only, which at this time of year covers the highest cost period so a lot of folks find themselves getting a letter advising them their mdd is going to increase by a quite considerable amount. Regretfully, the Eon policy is to nil bill by April/May review and often the billing agents can be quite hard headed about putting the direct debit back to something more reasonable. I usually use the tack of explaining to them I know what my average cost per month is based on annual consumption, which wont change any more than a few kWh's year in year out, and they can't really argue the fact, sometimes you do get met with the attitude, well that's what the system says and they will not budge, and can often be quite defensive and say basically, if you don't like it you can cancel the direct debit which is not the right attitude to have. The majority of not all of the big six operate mdd paying customers in this way, unless you are on BG Energysmart or whatever it is where you can submit a read once a month and pay avariable dd each month. Most people like to budget on set amount per month. The irony is when quoting customers all power companys relate mdd as a 12th of total annual ocst so the way then mange the customers payments flies in the face of the way they sell and change peoples pricing. Long and short, challenge an increase and if needs be raise a complaint with your power co if the initial advisor is being a tool. N.B if youre already in debit then you're on to a loser as the power company does not wantthe already outstanding balance compounded

backfoot

Airmike23 wrote: »

A lot of the comapny's structure the direct debits thus - Nil balance by Spring bill. Each bill quarter credit/debit is reviewed against project usage and current payment amount, if that does not match then you will either see an increase or decrease in the mdd or no change. EG if you head into the autumn period (say bill start of October), and altho credit it's not that much £20-£60 on that Oct bill. The power company, based on prev years usage, estimates next 6 months only, which at this time of year covers the highest cost period so a lot of folks find themselves getting a letter advising them their mdd is going to increase by a quite considerable amount.

What is described is a completely flawed process. The more so, the further away from April that your Supply first commenced.It would result in a customer having to pay more than the cost of their annual consumption.

Can the Eon Reps confirm whether or not Airmike's description is correct, please?