Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

Bloblik wrote: »

Thanks for your reply.

Went to find where this real time billing is, but can't find it under 'enter meter readings', is that the wrong place to look ?

Now we have opened this back up, guess I would really like to know why this additional bill was created, here are the dates:

Bill 1 - dated 27-01-2018 for £49.49
FIRST Meter reading given 24-01-2018
Paid in full 19-02-2018

(I am told this first meter reading starts the quarterly billing period, I am told to give meter readings 3 months from 24-01-18, with a 2 week window ether side.
I am then told this week that the quarter in fact started on 01-02-18, however should that make any difference - I was within the 'two week either side' period).

Bill 2 dated 17-04-18 £74.98
Meter reading given 17-01-18
Paid in full 04-05-18

Bill 3 dated 17-05-18 £24.82
Estimated

Why did my second meter reading on 17-04-18 give rise to Bill 3 ?

I would have expected to give my next meter reading two weeks either side of 17-07-18, and receive my next bill on or around the 17-07-18, instead I am told my next bill will in fact be on 1st August.

EON seems to not have accepted meter reading 2 as being within the two week period, which I think it is, and as a result spewed out this extra bill.

Ironically, yesterday your debt collection department was chasing payment for Bill 3.
It was agreed to leave it unpaid until the next bill in August, so why chase in the first place, the electricity bill for the house has been paid regular as clockwork every quarter for the last 50 years !

Personally I can live with all this, but trying to explain it all to a frail 90 year old recently widowed woman, has just been made impossible by your company.
Your bills or website do not give any guidance of when the quarter starts and ends, and so you do not know when to give meter readings ... even your email reminders do not give a suggested window of dates for readings ...

I find it all very vague ....

Hello Bloblik and thank you for your patience.

I totally understand the difficulties explaining this to your Mum. My own mother will be 97 in November and I've had many similar conversations. I'm sorry we've not made this any easier with the information we've given you.

The important thing is the next bill date as shown on the first page once logged in to the online account. It's also on the page where you enter readings. Billing dates are tied in as closely as possible with the meter readers cycle for the area. This is still the case even though we're installing smart meters and encourage customers to let us have readings. Dates are set as near as possible to a quarter but as this is 91.25 days, there are small variations over a 12 month period. Slight adjustments are made over this period to keep as close to 4 evenly spaced quarters over a full year as possible. It looks like one of these adjustments resulted in the second bill on 17 April just missing the billing window I spoke about earlier.

Bill 1 issued 27 January. 92 days forward was 29 April. Adjustment as above of 1-2 days means next bill date would've been round about 30 April/1 May. Here, the billing window would've opened on 18/19 April, missing your readings by 1-2 days. Billing window closes 15 May leading to estimated bill on 17 May.

The next bill date should be around 30/31 July with the relevant billing window opening 16/17 July. As above, once logged in, you'll be able to see the date of the next bill on the first screen. If you enter readings around this date, you'll avoid this situation happening again.

Sorry for the convoluted nature of this. We do try to keep as near as possible to a full quarter but, as above, it isn't always possible and bill dates can be out by a couple of days either side of a perfect quarter.

Malc

Bloblik

Hi Malc,

I have logged into my online account and cannot find the next bill date on the first page, but I can see on the meter readings page 'Estimated bill date: 01-08-18'.

My dates are wrong on one reading, sorry, it should read:

"Bill 2 dated 17-04-18 £74.98
Meter reading given 17-04-18
Paid in full 04-05-18"


With the above in mind, and with a bill produced on 17/05/2018, if I take your dates below and work the worst case of the 92 days, and add your 2 days, say 01-05-18, I am told meter readings can be given 2 weeks (14 days either side of that) - does that make the cut off the 18-04-18, so was I just one day out then ?

Thanks

Former_E.ON_Company_Representative:_Malc

Bloblik wrote: »

Hi Malc,

I have logged into my online account and cannot find the next bill date on the first page, but I can see on the meter readings page 'Estimated bill date: 01-08-18'.

My dates are wrong on one reading, sorry, it should read:

"Bill 2 dated 17-04-18 £74.98
Meter reading given 17-04-18
Paid in full 04-05-18"


With the above in mind, and with a bill produced on 17/05/2018, if I take your dates below and work the worst case of the 92 days, and add your 2 days, say 01-05-18, I am told meter readings can be given 2 weeks (14 days either side of that) - does that make the cut off the 18-04-18, so was I just one day out then ?

Thanks

Morning Bloblik and yes, it looks like you were a day out.

Thanks for the updated information. I guessed you meant 17 April.

Very strange you can't see the next bill date on the first page. It should be there but it's good you've found it on the meter readings page. Going forward, if you pop readings in around this date, you'll be guaranteed to be inside the billing window and a bill based on your readings will follow. If you continue to do this in the coming quarters, your Mum will only receive the one bill per period. This should help clear up the confusion.

Hope this helps Bloblik.

Malc

Bloblik

Thank you for explaining, this has been more typing - but better than dealing with the call centre, I know they are only doing their job, but its too confusing for ones harassed brain to absorb over the phone.

Thank you for your time.

MoneyMate

I hope E.on will be introducing better future tariffs before September this year, unfortunately after 3 content years it may be time to change supplier for dual energy.

Former_E.ON_Company_Representative:_Malc

Bloblik wrote: »

Thank you for explaining, this has been more typing - but better than dealing with the call centre, I know they are only doing their job, but its too confusing for ones harassed brain to absorb over the phone.

Thank you for your time.

You're welcome Bloblik. Happy to help.

Hope your Mum is doing okay.

Malc

Former_E.ON_Company_Representative:_Malc

MoneyMate wrote: »

I hope E.on will be introducing better future tariffs before September this year, unfortunately after 3 content years it may be time to change supplier for dual energy.

Hello MoneyMate.

Our website and the independent Price Comparison sites are the best places to keep an eye on the tariffs we've available. This is where anything new will appear first. Often before we're told in the office.

At the moment, I'm not aware of anything other than what's listed on our website but, as I say, this could change quickly.

Sorry I can't be more positive MoneyMate.

Malc

MarcoM

Hello,

My mother has just bought a retirement flat and she is already having
problems with Eon even before taking a supply contract with them.
We rang electricity north west to find out who the current supplier is.
We gave the address and was told it does not come up on their system.
They told us to then try with the mpan number from the meter.
This returned an address which is obviously wrong, basically it is missing a line and postcode is half wrong. looks like someone selected the wrong address on a system at some point.
electricity north west said eon is the supplier according to the mpan reference. they suggested we rang eon to get the address changed properly as the responsibility is with the supplier.
so hoping for the best we rang eon, they would not speak to me even tough my mum is very old which did not help. Anyway after explaining the problem tbe call centre operator did not have a clue where to start.
We wasted an hour between waiting for our call to be asnswered and then trying to explain the problem. no solution was offered.

Basically all we want is for the mpan to be paired against the right address and for the supply to be changed over from previous owner to my mother.
Should not be that difficult but seems like call centre cannot deal with this problem.
We have posted a complaint but this could take ages before it is looked at.

Is there any chance an Eon rep on here could help?

At the end of the day we are not responsible for this error.

Bloblik

Hi Malc,

Eon have just sent me a reminder to pay the May's £24.82, I guess I should ask my mum to get to the bank to pay it, otherwise you will be badgering me till August ?

Thanks

potts8

Having some strange issues with EON and can't wait to get away tbh.
After the constant badgering to install a smart meter they now want to increase my DD from £44.50 up to £99. My account is £30 in debit and they seem to think I'm using £98 a month on electricity.
Customer service is poor and of no help.
It was an eye opener going back to one of the major companies after having great service from Flow and OVO etc