Eon incapable of dealing with complaints

Consumerist

CKhalvashi wrote: »

I have asked for the 2nd post to be deleted.

If you hit the blue Edit button there is an option for you to delete it yourself (underneath the post area).

Hope you get back on the wagon soon. Regrettably I failed after 10 days.

CKhalvashi

Consumerist wrote: »

If you hit the blue Edit button there is an option for you to delete it yourself (underneath the post area).

Hope you get back on the wagon soon. Regrettably I failed after 10 days.

I’m going to be giving it a go again tomorrow. Cigarettes are like money; out of reach, out of mind!

backfoot

supersuperpav wrote: »

I'm not just going to go with the whole 'the customer is always right' nonsense just because it upsets a handful of you wallies. It's not always as black and white and that. In this instance, the customer built up the debt and owes the company money. Simple. So the company has every right to dictate terms.

There is so much wrong with this it is difficult to know where to start.

Recognising that there is a significant debt, there are two main methods of ways of reducing it. A prepayment meter or a monthly payment of the arrears .

It seems that Eon are amenable to monthly payments but there is a dispute mainly over the ongoing consumption. Even a simple search of Eon and direct debits will show that Eon assess and operate differently to other Suppliers.

It could well account for the £20 discrepancy. Any customer has the right, with regard to future estimated monthly payments, to be given a clear and understandable explanation. It is governed by their Standard Licence Conditions .Until Eon fully explain how their figure is calculated,the customer has the right to question it and enter into dispute until they have done so.

So it's not a matter of the customer always being right, but a matter of legislation governing the way a Supplier operates.In addition,the supplier is bound to follow a specific procedure for complaints and resolution.

Two suppliers were recently fined £1m each for failing to abide their own complaints process. In this case the Eon rep themselves have recognised this by admitting if the customer wanted written responses only, that is their entitlement.

So hopefully,the clock will be stopped for the OP and they can resolve the future consumption estimates and agree a payment arrangement, of which they are not far apart. £20 to £30 is a great deal to the customer but a drop in the ocean to Eon.

It's hard to fathom why you have taken such an aggressive line with a customer trying to seek help and advice. All you have done is appear to have enjoyed that person's difficulties.

You are pretty new to the Utility forum but the general ethos of the regular posters is to try and help customers. The suppliers if needed can rely on huge resources and legal teams to give them advice. It has been found on many occasions they abuse that power.

Cardew

I don't disagree with the thrust of your post about this forum helping people.

However the OP hasn't asked for advice, it is(in his own words) a rant and seems to feel all the fault lies with E.ON

Have you noted that the OP will not pay by Direct Debit but insists on payment by Standing Order?

Do you consider that a reasonable demand?

backfoot

I am happy to offer advice whatever the posting, rant , complaint,cry for help etc.

He may forsake the discount for paying by SO, so he may want to reconsider. I guess he doesn't trust Eon with his bank account. No I don't think it's unreasonable as it's a legitimate payment method.

Why 'Surprised' ? I am even more surprised you object to Consumerist's post via me. The wally thing was directed at me for trying to help, so I responded to that and added more helpful background.

For what it's worth, I think Consumerist is generally a great poster and very knowledgeable.:D