Eon energy reviews: Give your feedback

Mrs_Arcanum

I have been on hold and cut off twice without having my call answered after 20 minutes each time.
In addition, a response to contact via e-mail suggested I try Live Chat, which I have yet to find available.

I am trying to get bills for a vulnerable adult re-directed in order to avoid future problems and them fitting a key meter which would be useless in a shared house.

All in all, I am disgusted by the appalling service they are currently offering.

Former_E.ON_Company_Representative:_Malc

tranceporter wrote: »

Hi Malc,

I am looking to switch from Ovo Energy to you. I have a Secure Smart Meter fitted in my home. As per Ovo website, both you and First Utility use Secure Smart Meters, so should the switch be seamless? Will I be able to use my smart meter and IHD (In Home Display) after switching over to you?

Thanks,
Shreyas

Hello Shreyas and thanks for your interest in joining us.

Having a smart meter won't affect how a switch goes through. This will happen in the same way as any switch whether the meter is smart or the more traditional (dumb) type. As I posted above (#983), though, it's likely the meter will become dumb and need to be read manually. As above, this is only temporary until all suppliers use a centralised database or Data Communications Company (DCC).

The In Home Display will also lose some functions. The display will no longer show usage in pounds and pence although it will continue to give this in kWh.

Hope this explains Shreyas. Let me know if you need any more information as happy to help.

Malc

Former_E.ON_Company_Representative:_Malc

Mrs_Arcanum wrote: »

I have been on hold and cut off twice without having my call answered after 20 minutes each time.
In addition, a response to contact via e-mail suggested I try Live Chat, which I have yet to find available.

I am trying to get bills for a vulnerable adult re-directed in order to avoid future problems and them fitting a key meter which would be useless in a shared house.

All in all, I am disgusted by the appalling service they are currently offering.

Hello Mrs Arcanum and sorry for the difficulties you've had talking to us.

I agree, call waiting times haven't been what we would've liked of late. No excuses, we're aware this isn't good enough and are working to put it right. This includes taking on more advisors to plug the gaps.

A number of new advisors have been going through extensive training but it does take time before they're fully up to speed. In the meantime, there are other ways to contact us like the Live Chat service you looked at. This is open from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays. I've just checked and advisors are available now and will be happy to talk to you.

There are our social media channels too. Advisors are on our twitter and Facebook feeds at similar times to the Live Chatters. Alternatively, Helena and I will be happy to help although we're not here now until Tuesday.

Is the account noted with permission for you to act on behalf of the vulnerable adult you're helping? If not, this can soon be sorted by sending us a 'Letter of Authority.' There's a link to this on our website. Please type 'Letter of Authority' in the search bar and click on the top item. Without the account holder's permission, advisors won't be able to do what you're asking.

Sorry again for the difficulties Mrs Arcanum and hope this gives you some options.

Malc[FONT=&quot]
[/FONT]

vlg

Sadly a very poor experience.

Loyal E.on customer for 5 and a half years, not changing despite better deals elsewhere. Always happy, me we in arrears and often substantially in credit. Paid by DD every month, never a payment missed.


Moved to a new property last November, which had a credit meter for gas and prepayment for electricity. New credit account set up for the gas no issues, however 10 months of trying in vein to get the electricity meter swapped with no joy, just constant lies and running around in circles.

Eventually had enough, submitted a formal complaint about the situation. Waited weeks for a reply, eventually received an email confirming that they needed to speak to me over the phone to arrange an appointment for the meter to be swapped. Called this morning, spoke to a very helpful lady called Holly who explained they would need to carry out a credit check to do the switch, no problem - conferences the call with another lady who took the details, completed the credit check and advises they would be happy to swap the meter as long as a fixed monthly DD was set up, which is exactly what she wanted so happy all around. Holly then placed me back on hold to call the appointments team, only to come back and say that as my gas account currently has a small debit balance (due to the nature of the fixed DD, which has just been increases following my meter readings) they would not be prepared to switch the meter after all.

Explained more than happy to pay the current debit balance if necessary as it's only a token amount, however was then advised that they're not prepared to fit a credit meter after all based on the credit check, even though they'd just said that they will...and all this after 5 and a half years of loyalty as a credit customer.

Got offered £13 goodwill gesture, but even after being reviewed by their review team that was that, and I was as good as told to take my business elsewhere if I'm unhappy.

Now awaiting a deadlock letter to take to the Ombudsman, and in the meantime have requested a switch to EDF who are happy to accept me as a customer and ever swap the meter, without any history as a customer and even without a credit check.

So much for loyalty eh!

Mrs_Arcanum

E.ON_Company_Representative:_Malc wrote: »

Hello Mrs Arcanum and sorry for the difficulties you've had talking to us.

I agree, call waiting times haven't been what we would've liked of late. No excuses, we're aware this isn't good enough and are working to put it right. This includes taking on more advisors to plug the gaps.

A number of new advisors have been going through extensive training but it does take time before they're fully up to speed. In the meantime, there are other ways to contact us like the Live Chat service you looked at. This is open from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays. I've just checked and advisors are available now and will be happy to talk to you.

There are our social media channels too. Advisors are on our twitter and Facebook feeds at similar times to the Live Chatters. Alternatively, Helena and I will be happy to help although we're not here now until Tuesday.

Is the account noted with permission for you to act on behalf of the vulnerable adult you're helping? If not, this can soon be sorted by sending us a 'Letter of Authority.' There's a link to this on our website. Please type 'Letter of Authority' in the search bar and click on the top item. Without the account holder's permission, advisors won't be able to do what you're asking.

Sorry again for the difficulties Mrs Arcanum and hope this gives you some options.

Malc[FONT=&quot]
[/FONT]

Problem is as the landlords representative I need to sort this during working hours via e-mail phone or Chat, not social media which is far too public for this purpose. It was desperation drove me to MSE due to the frustration over the inability to make contact.

The bill needs to be in the HAs name not a person before we can pay. So not the same as needing authority. Other companies have straightforward systems for Landlords to sort out bills very quickly. Water company has already sorted things for the same person via a single phone call.

Mrs_Arcanum

The Landlord dept are now sending a bill and I actually managed to speak to someone even if the call dropped after she transferred me.

Still the most convoluted script driven system with not enough understanding for out of the box situations to be dealt with promptly.

Former_E.ON_Company_Representative:_Malc

vlg wrote: »

Sadly a very poor experience.

Loyal E.on customer for 5 and a half years, not changing despite better deals elsewhere. Always happy, me we in arrears and often substantially in credit. Paid by DD every month, never a payment missed.


Moved to a new property last November, which had a credit meter for gas and prepayment for electricity. New credit account set up for the gas no issues, however 10 months of trying in vein to get the electricity meter swapped with no joy, just constant lies and running around in circles.

Eventually had enough, submitted a formal complaint about the situation. Waited weeks for a reply, eventually received an email confirming that they needed to speak to me over the phone to arrange an appointment for the meter to be swapped. Called this morning, spoke to a very helpful lady called Holly who explained they would need to carry out a credit check to do the switch, no problem - conferences the call with another lady who took the details, completed the credit check and advises they would be happy to swap the meter as long as a fixed monthly DD was set up, which is exactly what she wanted so happy all around. Holly then placed me back on hold to call the appointments team, only to come back and say that as my gas account currently has a small debit balance (due to the nature of the fixed DD, which has just been increases following my meter readings) they would not be prepared to switch the meter after all.

Explained more than happy to pay the current debit balance if necessary as it's only a token amount, however was then advised that they're not prepared to fit a credit meter after all based on the credit check, even though they'd just said that they will...and all this after 5 and a half years of loyalty as a credit customer.

Got offered £13 goodwill gesture, but even after being reviewed by their review team that was that, and I was as good as told to take my business elsewhere if I'm unhappy.

Now awaiting a deadlock letter to take to the Ombudsman, and in the meantime have requested a switch to EDF who are happy to accept me as a customer and ever swap the meter, without any history as a customer and even without a credit check.

So much for loyalty eh!

Hello vlg and welcome to the Forums. I'm sorry this is taking so long to sort out and that we're unable to change your prepayment meter for a credit one.

As you say, before we can arrange for this type of meter exchange, we need to carry out an external credit check. Guessing but it looks like this has influenced our final decision not to change the meter. What's odd is why we didn't make this clear to you in the first place instead of leading you to believe all was okay. I'm sorry we didn't make you aware of this from the start and you're right to raise a complaint and refer it to the Energy Ombudsman as you're not happy with the resolution offered. Our Final Resolution Offer (deadlock) letter will set out our position and help when the Ombudsman reviews your situation.

Sorry to lose you vlg but can understand why.

Malc

molerat

Just received my final bill, Iresa have obviously pushed the numbers through as my meter details have appeared on their site after almost 7 months, but it is an estimated final bill. Why ? The figure is only 6kWh out from my submitted read but why "estimated" or is that how you classify the validated reading ? Or have you just given up and guessed ?

Former_E.ON_Company_Representative:_Malc

Mrs_Arcanum wrote: »

Problem is as the landlords representative I need to sort this during working hours via e-mail phone or Chat, not social media which is far too public for this purpose. It was desperation drove me to MSE due to the frustration over the inability to make contact.

The bill needs to be in the HAs name not a person before we can pay. So not the same as needing authority. Other companies have straightforward systems for Landlords to sort out bills very quickly. Water company has already sorted things for the same person via a single phone call.

Mrs_Arcanum wrote: »

The Landlord dept are now sending a bill and I actually managed to speak to someone even if the call dropped after she transferred me.

Still the most convoluted script driven system with not enough understanding for out of the box situations to be dealt with promptly.

Hello Mrs Arcanum and thank you for the additional information.

Looks like you've sorted this now through our Home Moves team which includes a special service for private landlords to tell us about changes of tenancy. This is a specialist area and, if you need it again, they've their own Live Chat service available at the times I mentioned on Friday.

Also, there's a form on our website that might help and save you the hassle of waiting on the phone.

Sorry this took so long to sort out Mrs Arcanum.

Malc

Former_E.ON_Company_Representative:_Malc

molerat wrote: »

Just received my final bill, Iresa have obviously pushed the numbers through as my meter details have appeared on their site after almost 7 months, but it is an estimated final bill. Why ? The figure is only 6kWh out from my submitted read but why "estimated" or is that how you classify the validated reading ? Or have you just given up and guessed ?

Hello molerat.

If the meter readings have come from Iresa via the third party (Data Collector) who checks they're in line with past usage, they'll be shown as estimated on our final bill. This is because they're not your readings or from a meter reader. Do they match Iresa's opening readings?

Sorry to lose you molerat and hope this helps explain.

Malc