Just a Rant about Eon!

Candy53

And, to see if this is happening to anybody else.
So, paid my August electricity bill. (We pay quarterly, with debit card.)

But, on the 22nd August someone came to read the meter. I also read it. Then, read it on 12th September at nearly midnight, because their prices went up on 13th. Put the reading in online and it was accepted. (I always send readings in.)

Waited for next bill email reminder to send readings in, which I thought was due around 2nd or 3rd of Nov. No email. Rang Eon on 13th and gave my reading. The bill came.

Was the reading on it from the meter reader? No! Instead it had been estimated on 25th August?? What was the point in them coming then!
Checked for my reading from 12th Sep. Was it there? Nope, they hadn't taken any notice of it, and estimated it. Fortunately, it was nearly right this time, but not the point.
Paid the bill.

Emailed them to ask why I hadn't received a reminder. They said they sent one on the 2nd Nov. Well they didn't.

A knock on the door today, and lo and behold, yet another meter reader!? Haven't even bothered to read it this time. :mad:

Candy.

E.ON_Company_Representative:_Helena

Hi Candy53,

Sorry that you have had such a poor experience here.

It sounds like your readings have been entered outside the billing window, this is the time that when we receive readings we will use them on the bill.

I know you have said that the estimates are close, but we can re-bill your account to the readings you have provided on the specific dates if you would like us to.

Your next bill date will show on the 'your account' page of your online account, the billing window is 14 days either side of the bill date, I always suggest putting your readings on just before the bill date.

If we have received your readings or a meter reader has been round then we don't normally send an email reminder, if we have sent one then this shows on your account, but I do know they can default to junk folders etc.

What is the actual next bill date on your online account? is this why the meter reader has called now?

If you need me to help with your account specifically, just let me know and I will be happy to do so.

Helena

Candy53

Hi Helena,

I don't have an online account, but when I first started with Eon they told me I could still have a reminder sent, and in the past, they did send one.

The thing is, I always do enter my readings within the window. Twice now theyve come to read the meter when I've already paid the bill, and I don't know why. Do Eon read the meters alot? But if so, when the reader came in August, (and I did receive a reminder for the bill before she came) why wasn't their reading used, and why wasn't mine for the price change?

I don't need the bill changing as it was nearly correct.

Thanks,
Candy.

E.ON_Company_Rep_Chris

Hi Candy

Thanks for giving Helena some more info, she’s not around today but I’d like to help if that’s ok?

There does seem to be a mix up with the dates here. The billing window is based on when our meter readers are in your area and the email we send to ask for meter readings is sent on day 1 of this 14 day period.

The meter readers won't know if you've already given us your readings, so will still call as planned, but they should only be doing this within 14 days of the emails we’re sending. If we normally email you around 2nd of the month, then the latest the meter reader’s call would be 16th. but they seem to be coming a week later than this.

I can ‘t be certain without looking at your account but this suggests that things are out of sync and this could be why actual readings have been overlooked.

The whole point of this 'belt and braces' approach is to avoid any estimates. If you want to email your details to the address on my profile page, I’ll take a look and make sure things run much more smoothly in future.

Amanda

Candy53

Hi Amanda,

Thanks for replying to me. I've sent you an email.

Candy.

E.ON_Company_Rep_Chris

Thanks Candy,

All sorted now and reply sent

Amanda

Candy53

Read your email Amanda, thankyou for clarifying everything, and sorting things out for me, and explaining the future readings. I'll know where I am now.

Candy.