EON -Complaint been open 180 days and still not dealt with!

Former_E.ON_Company_Representative:_Malc

Hi snuggle69

This sounds like a complete nightmare and I'm really sorry you've had to put up with so many problems.

I totally agree, there's no excuse for rudeness and I apologise for the attitude of the manager you spoke to.

It looks as though the lady you're now talking to has taken ownership of the complaint. Have you mentioned this conversation to her?

If not, I'd bring it to her attention. A lot of our calls are recorded and it may be possible to listen to what he said. Failing this, there'll be notes on the account to help us identify the person in question.

Our inability to fit the correct gas meter has definitely contributed to this situation. It's good you've an appointment booked for this Friday to fit another meter, although I do appreciate your frustration at previous failed attempts.

Ask if you're due any payments under the Guaranteed Standards of Service rules.

Once the correct meter has been fitted safely, we can see about setting up the account in the way we discussed with you in the first place. The advisor owning your complaint will do this for you.

We can certainly put the gas debt on to the electricity prepayment meter provided we have your permission. We definitely can't do it without your permission.

It's also not possible to do the other way round.

Just a thought, but have you registered your account with our website? If you have, your bills will be available online only. We don't send them through the post.

If not, you should've received bills by now for both fuels. Ask what's happened to them.

I can also confirm, G4S do carry out work for us.

Regardless of any of this, you can certainly go to the Ombudsman whenever you like now. There's details on our website about how to do this. The lady you're dealing with will also be able to advise.

Again, I'm sorry for all the difficulties you've had. Just let me know if I can advise further as happy to do so.

Malc

Wywth

snuggle69 wrote: »

Do you know where I can find out that this 2 hour appointment rule exists, as I asked for a restricted time slot and was told that was not an option as it would be fitted by a third party supplier called G4S

It's not a rule; you just have to ask nicely

snuggle69

Wywth wrote: »

It's not a rule; you just have to ask nicely

I just called to try to get this for tomorrows appt to avoid more lost wages, sadly I come under G4S guidelines which narrows it down to morning or afternoon, which sadly from my last 2 experiences they dont stick to anyway :-(

snuggle69

E.ON_Company_Representative:_Malc wrote: »

Hi snuggle69

This sounds like a complete nightmare and I'm really sorry you've had to put up with so many problems.

I totally agree, there's no excuse for rudeness and I apologise for the attitude of the manager you spoke to.

It looks as though the lady you're now talking to has taken ownership of the complaint. Have you mentioned this conversation to her?

If not, I'd bring it to her attention. A lot of our calls are recorded and it may be possible to listen to what he said. Failing this, there'll be notes on the account to help us identify the person in question.

Our inability to fit the correct gas meter has definitely contributed to this situation. It's good you've an appointment booked for this Friday to fit another meter, although I do appreciate your frustration at previous failed attempts.

Ask if you're due any payments under the Guaranteed Standards of Service rules.

Once the correct meter has been fitted safely, we can see about setting up the account in the way we discussed with you in the first place. The advisor owning your complaint will do this for you.

We can certainly put the gas debt on to the electricity prepayment meter provided we have your permission. We definitely can't do it without your permission.

It's also not possible to do the other way round.

Just a thought, but have you registered your account with our website? If you have, your bills will be available online only. We don't send them through the post.

If not, you should've received bills by now for both fuels. Ask what's happened to them.

I can also confirm, G4S do carry out work for us.

Regardless of any of this, you can certainly go to the Ombudsman whenever you like now. There's details on our website about how to do this. The lady you're dealing with will also be able to advise.

Again, I'm sorry for all the difficulties you've had. Just let me know if I can advise further as happy to do so.

Malc

Hi Malc

I have given the supposed supervisors name to the lady now dealing with the complaint, but sadly the conversation was not recorded and because I initally dealt with another young girl then asked to speak to a Manager or Supervisor he failed to log her off and himself in, he did tell me during the conversation that he was sat right next to her. That kind of rudeness and discrimination is totally unacceptable and I hope that the situation is being dealt with through the correct channels. I have requested the outcome of the investigation.

Could you please explain to me what the Guaranteed Standards of Service are and what the payments are made for at all?

I havent ever registered for online billing, and when I asked about bills or statements I was told I receive them quarterly but until August I had never received a thing!!

SwanJon

E.ON_Company_Representative:_Malc wrote: »

We can certainly put the gas debt on to the electricity prepayment meter provided we have your permission. We definitely can't do it without your permission.

It's also not possible to do the other way round.

Cheers Malc,

Learn something new everyday!

undaunted

snuggle69 wrote: »

I have now found out that as my complaint has been open for so long I can take it to the industry regulator which I am now doing.

Not quite I'm afraid (the regulator is Ofgem & they wont deal with customer complaints) but you can take it to the Energy Ombudsman - as Eon should have advised you long before now

http://www.ombudsman-services.org/energy.html

The performance standrads regulations referred to above can be found here & part II includes reference to timed & missed appointments - for which you may be entitled to nominal compensation

http://www.legislation.gov.uk/uksi/2005/1135/contents/made

Good luck

Former_E.ON_Company_Representative:_Malc

snuggle69 wrote: »

Hi Malc

I have given the supposed supervisors name to the lady now dealing with the complaint, but sadly the conversation was not recorded and because I initally dealt with another young girl then asked to speak to a Manager or Supervisor he failed to log her off and himself in, he did tell me during the conversation that he was sat right next to her. That kind of rudeness and discrimination is totally unacceptable and I hope that the situation is being dealt with through the correct channels. I have requested the outcome of the investigation.

Could you please explain to me what the Guaranteed Standards of Service are and what the payments are made for at all?

I havent ever registered for online billing, and when I asked about bills or statements I was told I receive them quarterly but until August I had never received a thing!!

Hi snuggles

The Guaranteed Standards of Service sets out the levels of service you can expect from us. When we don't meet these standards, we'll pay set amounts of compensation.

One of the areas covered is meter appointments. If we don't turn up when we should, we'll pay you.

At the moment, if we don't turn up when we said we would, we'll pay £22 for electricity or £20 for gas. This is paid for each failed appointment.

Looking through your posts, it seems this could apply to at least 2 or 3 visits. It depends on the actual circumstances in each case but details will be on your account. Ask the advisor owning your complaint.

With regards to the statements. These are sent to prepayment customers every 6 months not quarterly. I'm sorry you were told wrongly.

I totally agree, there's no excuse for rudeness and the lady dealing with your complaint will be feeding back about this.

Hope this is of interest. Let me know if you need more details as will be happy to help.

Malc

snuggle69

And the saga continues!!

A morning appointment was booked to fit the credit meter, its 12.08pm and no one has turned up. To say that I am sick of this is an understatement. I have another appointment at 1.15pm so cant wait around all day again.

EON what a complete and utter joke!

penrhyn

We already know that G4S are, I wonder why EON use them?

snuggle69

When I finally after being on hold for 45 minutes spoke to EON they contacted G4S who said they had no record of the appointment, which the lady at EON assured me they did have as it goes through several systems to be made in the first place. This doesnt help me at all though...... EON agree the appointment was made but now G4S cannot attend until week commencing the 7th January (I havent even been given a confirmed appointment yet!) and my prepayment meter which is the 3rd one I have had is once again soaking wet and not accepting cards. I have £18 credit left and again EON can do nothing until it runs out. Happy bloomin christmas to me. Yet again I will have to take a day off to be here when it runs out and yet another one to have the new meter fitted. That will be 6 days unpaid leave thats if my boss even agrees to me having them.
At the end of my tether with this one now and I dont know where to turn does anyone have any suggestions please?