Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

MothballsWallet wrote: »

I'm currently switching from SSE to E.On, but the latter's website is confusing regarding giving the opening meter readings:

1. I received an email on the 7th November asking me to provide an opening electricity meter reading as soon as possible (I forget the deadline date given), which I did on the 12th November, and appears to be recorded but doesn't show.
2. I received another email today (13th November) asking me to provide an opening gas meter reading as soon as possible.

When I logged in again today, the electric account tab didn't show the reading I supplied about 24 hours ago (probably because of the verification process) and the gas tab wouldn't let me enter the gas reading I took just 6 minutes ago saying it wasn't set up yet.

I've also noticed that the dates on both tabs for when the readings are required have changed a few times (up until yesterday they were saying the 16th November, now they're saying the 19th and 24th November for electricity and gas respectively).

This website doesn't fill me with confidence at the moment, and neither does their smartphone app (but that's another story), hopefully it'll get sorted soon - I don't want to be receiving emails every other day asking for opening reads and then being unable to input them into their system.

Hi MothballsWallet

I'm really sorry our website has caused confusion. We're currently aware of some technical difficulties around entering starting meter readings online when changing supplier.

We've made this worse by sending customers multiple requests for these readings.

We shouldn't be asking for readings until much closer to the start date. If your start date is 24 November 14, I'd look at letting us have the readings round about this time.

Our technical guys are working to resolve these issues and we're expecting them to be sorted within the next few days. In the meantime, please ignore emails asking for opening readings before your start date.

The phone app in the early stages of development. At the moment, there's only a few things that can be done through this. We're looking to extend the number of applications in the future.

Sorry again for the confusion.

Malc

Former_E.ON_Company_Representative:_Malc

cklass wrote: »

I would appreciate it if Malc could clarify something for me.

I am currently in the process of switching to the MSE tariff. I have already had an email from EON confirming the details of the tariff and the initial fixed monthly direct debit amount, but now I have received an email saying I could save up to £70 a year if I sign up to direct debit?

When I click the sign up link in the email and log into my account, I just get a message that says 'As we’re updating your account details, you won't be able to view your account just yet.'

Could this email have been sent in error or do I need to sign up for direct debit when I have access to my account?

Hi cklass

Happy to clarify.

If you've signed up to this tariff and let us have your details to set up a Monthly Direct Debit please ignore the email you've received.

The £70 per year savings refer to the price adjustment we give to dual fuel customers paying with a Monthly Direct Debit (£35 per year per fuel). This is given via lower daily Standing Charges.

Switches to the MSE Collective tariff are being done manually rather than through our automated system. As a result, it's taking longer than usual to update customer's accounts. I suspect this is why you're unable to log into your online account at the moment.

As long as you've an active Monthly Direct Debit in place, you'll receive the lower daily Standing Charges. The email you've received is a bit of belt and braces job to make sure customers are aware of this.

Keep your eye on the account and let us know if there's no Monthly Direct Debit in place. Can soon sort this.

Sorry if we've caused confusion cklass but hope this explains.

Malc

DavidEdge

I have had a nightmare with Eon. Increased DD to almost £300 per month all for a hidden warrant fee which i had no clue was there they used this extra fee to inflate my usage and enforce the extra charges. They now refuse to even discuss the fee of £250 and wont refund the charges.

They have taken me to court and said they would prove evidence of the warrant aplication but they have not

Former_E.ON_Company_Representative:_Malc

Hi DavidEdge and welcome to the Forum. Thought it might be of interest if I give you a few details about what happens in cases where we've applied for a warrant.

Usually, the warrant is to fit a prepayment meter because of an outstanding balance. Is this the case here?

If it is, we can put the balance including the warrant fees on to the meter to collect at an agreed weekly rate.

It takes a long time to reach the warrant stage. Before this, we'll make many attempts to contact you. This includes phone calls, letters, home visits, emails where appropriate etc.

We'll also send bills and reminders with the offer of various payment arrangements to help spread outstanding balances over a more manageable period.

It's only after all this fails that we'll apply for a warrant. We'll let you know the date and time of the court hearing as well as giving you details of your right to attend.

Now the case has gone to warrant, it's unlikely we'll refund the costs. We'll still be happy to talk to you about this but you'll need to deal with our Warrants Team. It'll have gone well beyond the scope of our general advisors now. Contact details will be on the paperwork we'll have sent.

Hope this points you in the right direction.

Malc

TCArted

Hi, recently switched to EON from BG.
I normally submit monthly readings to BG on or around the 27 of each and every month. I currently pay for what I use (not a fixed DD). However this clashes with EONs request for an electricity meter reading (see date below in 2.) Do I still submit my electricity and gas readings to BG as normal? Or, do I only submit to EON?
When I logged into my online account with BG there was no message acknowledging the switch is taking place. So what happens of I don't send them a meter reading but send them to EON? I am just thinking this is where the inevitable problems will come… Any help with this Malc?

Have received the emails and set up the online account. But I'm disappointed that EON wants to spread the dates of the meter readings and account setup. Electricity - 1st meter read 26 Nov; account goes live 3 Dec. Gas - 1st meter read 3 Dec; account goes live 10 Dec. I have high expectations as a customer and I would like the two together EVEN IF it means doing both meter readings on the later date of 3 Dec. Malc any thoughts on this? I just think it makes sense to read meters at the same time. I'm not a big fan of BG but I send both meter readings together and pay bills on the same day.

OrangeBunny

I contacted EON to ask for a Warm Home Discount application as soon as I applied to swap. Their reply that they are no longer offering the discount was outside of the two week cooling off period.
I am now going to be paying more for electricity than with the British Gas fixed tariff that I am leaving.
EON suggested I apply to BG, who unsurprisingly said no.
The Cheap Energy Club even sent me an email with a link to apply, which is odd. Had EON acted fraudulently in telling them they were offering the discount to get more customers?
I contacted The Cheap Energy Club who replied stating I was £175 better off than if I'd stayed with BG on their standard tariff, although I think I'd have been at least £50 better off with a BG fixed tariff with the discount, and £120 better off with a different provider
I intend to contact OFGEN.

lvf

OrangeBunny wrote: »

I contacted EON to ask for a Warm Home Discount application as soon as I applied to swap. Their reply that they are no longer offering the discount was outside of the two week cooling off period.
I am now going to be paying more for electricity than with the British Gas fixed tariff that I am leaving.
EON suggested I apply to BG, who unsurprisingly said no.
The Cheap Energy Club even sent me an email with a link to apply, which is odd. Had EON acted fraudulently in telling them they were offering the discount to get more customers?
I contacted The Cheap Energy Club who replied stating I was £175 better off than if I'd stayed with BG on their standard tariff, although I think I'd have been at least £50 better off with a BG fixed tariff with the discount, and £120 better off with a different provider
I intend to contact OFGEN.

Sorry to hear you missed out on the WHD. That £140 is a huge help to everyone that gets it.

However, from your post I am a little confused. How does the WHD affect the price of your tariff? If you were eligible for it, you would be eligible with both suppliers. Likewise, if you were not eligible, you would not receive it at all. This would not have a bearing on your unit price or standing charge.

The WHD is operated on a first come, first serve basis. Once a supplier fills their quota, they simply cannot process more applications. The applications are released in May, and to avoid disappointment you really should apply at your earliest convenience.

Also, OFGEM do not handle customer complaints. Ypu need to go through the complaints procedure with obe of the suppliers, if a resolution cannot be agreed, you then receive a deadlock letter to take to the Ombudsman services for Energy.

Former_E.ON_Company_Representative:_Malc

TCArted wrote: »

Hi, recently switched to EON from BG.
I normally submit monthly readings to BG on or around the 27 of each and every month. I currently pay for what I use (not a fixed DD). However this clashes with EONs request for an electricity meter reading (see date below in 2.) Do I still submit my electricity and gas readings to BG as normal? Or, do I only submit to EON?
When I logged into my online account with BG there was no message acknowledging the switch is taking place. So what happens of I don't send them a meter reading but send them to EON? I am just thinking this is where the inevitable problems will come… Any help with this Malc?

Have received the emails and set up the online account. But I'm disappointed that EON wants to spread the dates of the meter readings and account setup. Electricity - 1st meter read 26 Nov; account goes live 3 Dec. Gas - 1st meter read 3 Dec; account goes live 10 Dec. I have high expectations as a customer and I would like the two together EVEN IF it means doing both meter readings on the later date of 3 Dec. Malc any thoughts on this? I just think it makes sense to read meters at the same time. I'm not a big fan of BG but I send both meter readings together and pay bills on the same day.

Hi TCArted and welcome to the Forums.

Sounds like the switch is going through ok and sorry about the multiple requests for meter readings. We've had a few issues with this of late. I'd wait until the account is due to go live and give us the readings then.

We'll send the starting readings to your old supplier. They'll use the same readings to close your account and send you a final bill. This is to stop the same energy being charged twice.

It's not unusual for the electricity and gas to switch at different times. Once over and we've logged start readings for the relevant days, you can enter future readings as you wish.

Once your account is live, we'll be happy to accept your meter readings at any time. It's great you've registered with our website as you can enter the readings through there (up to 12 sets every 3 months).

Unless a bill is due, you'll be given the option of viewing the balance the readings will result in or creating your own bill.

Totally understand you like to pay for what you use but are you aware the daily Standing Charges are lower for paying with a Monthly Direct Debit? Saves you about £35 per year per fuel. Leave that one up to you. Whatever suits you best.

Hope this helps TCArted. Let me know if you need any more details as happy to help.

Malc

Former_E.ON_Company_Representative:_Malc

OrangeBunny wrote: »

I contacted EON to ask for a Warm Home Discount application as soon as I applied to swap. Their reply that they are no longer offering the discount was outside of the two week cooling off period.
I am now going to be paying more for electricity than with the British Gas fixed tariff that I am leaving.
EON suggested I apply to BG, who unsurprisingly said no.
The Cheap Energy Club even sent me an email with a link to apply, which is odd. Had EON acted fraudulently in telling them they were offering the discount to get more customers?
I contacted The Cheap Energy Club who replied stating I was £175 better off than if I'd stayed with BG on their standard tariff, although I think I'd have been at least £50 better off with a BG fixed tariff with the discount, and £120 better off with a different provider
I intend to contact OFGEN.

Hi OrangeBunny

Thought I'd pop on to confirm, we closed our Warm Home Discount scheme for the Broader Group last Friday, 21 November 14.

As Ivf says, this was on a first come first served basis and we reached the maximum capacity on Friday.

With us, the electricity must be supplied by E.ON when applications for the Broader Group are made and when the discount is awarded. Also, eligibility conditions differ between suppliers.

As your switch hadn't gone through we won't be able to accept an application now.

I know this isn't much help at the moment, but you can register your interest for next year now. We'll contact you in Spring 15 with details.

Also agree with Ivf about the quote. Our quotes are based on the unit prices and Standing Charges so not sure how the Warm Home Discount comes into play. Unless, this is, you're deducting it from the bottom line later.

Sorry I can't offer much comfort here OrangeBunny.

Malc

AliGator1927

E.ON_Company_Representative:_Malc wrote: »

Hi MothballsWallet

I'm really sorry our website has caused confusion. We're currently aware of some technical difficulties around entering starting meter readings online when changing supplier.

We've made this worse by sending customers multiple requests for these readings.

We shouldn't be asking for readings until much closer to the start date. If your start date is 24 November 14, I'd look at letting us have the readings round about this time.

Our technical guys are working to resolve these issues and we're expecting them to be sorted within the next few days. In the meantime, please ignore emails asking for opening readings before your start date.

The phone app in the early stages of development. At the moment, there's only a few things that can be done through this. We're looking to extend the number of applications in the future.

Sorry again for the confusion.

Malc

Hi, Malc,

Thanks for your honesty, but I'm sorry to have to say that the opening readings online system shambles is still unresolved. I had an email on 1st December asking me to submit my readings by today, 3rd December. Quote:

'Please give us your meter readings by 3 December 2014 as this is the date you are due to become an E.ON customer.'

My electricity reading was accepted, but not the gas reading. On contacting the telephone helpline I was told that the effective date for gas was Friday, 5th December and I would receive another email requesting a reading. I have had nothing so far. The operator assured me that my electricity reading had been registered although it doesn't show in my online account.

I am totally unimpressed with E.ON so far and wonder what I have let myself in for. Already I find that my electricity smart meter is incompatible with the E.ON system and I cannot pay monthly for what I use each month, an option offered by my previous three suppliers.