Eon energy reviews: Give your feedback

scobie

I'm having a similar issue. I'm a new customer (signed up in February when I moved into my new home) and was initially given a £71 monthly dual energy DD tariff. For some reason, that was reduced to £53 a month in April, bizarrely having gone through the very harsh winter here in Sheffield.

Then, inexplicably, i receive a message from them saying they are increasing my DD payment to £120 per month. This is after not having the gas central heating on for the last two months at least.

Former_E.ON_Company_Representative:_Malc

MarcoM wrote: »

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.

Morning MarcoM and Electricity North West are right. As the existing supplier, it's our responsibility to amend the address details on the National Databases. You're also right, this is a relatively easy task which any advisor should be able to do.

We need to make sure the amended address matches that held by the Royal Mail. If it does, we send an electronic message to the area distributor who will update the National Database. This can take up to 10 working days.

If the new details don't match those held by the Royal Mail, we'll ask you to arrange for these to be updated first and then come back to us so we can follow the route above.

I totally appreciate your mother's age makes it difficult for her to deal with this and it's great you're able to handle it for her. We do, though, need to protect her data and must have her permission before we can make this type of change. To help, there's a Letter of Authority that can be downloaded from our website. Once received, the account will be updated with permission for you to deal with it. Once done, you won't have to go through this again and will be able to handle your mother's account in future.

Fully understand why you've opened a complaint. As this is ongoing, you need to continue down this path. Complaint Managers and Reviewers are at a higher level than either Helena or myself. We wouldn't have any influence on what they're doing and would probably only slow things down now it's reached this stage.

I'm sorry I'm unable to help directly MarcoM and that this wasn't sorted better on the first call.

Malc

Former_E.ON_Company_Representative:_Malc

Bloblik wrote: »

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

Morning Bloblik and, yes, these reminders are sent automatically wherever there's an outstanding balance over a tenner that's more than 14 days old. This is for customers who pay on receipt of bills. It doesn't include those who have set up payment arrangements.

Don't know if your mum's interested but, if she set up a Monthly Direct Debit, this would stop these reminders and save her a bit of money too. Customers paying this way have lower daily standing charges. Saves about £45 a year per fuel compared with prices when paying by other means. These arrangements can be set up online once logged in to her account.

Hope this is of interest Bloblik.

Malc

Former_E.ON_Company_Representative:_Malc

potts8 wrote: »

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

Hello potts8 and I'm sorry you've not been happy with the service received.

The increase to your monthly payments isn't connected with the smart meter. It would've been the same with your old classic meter. Monthly amounts are based on current prices and past usage. A change to either can trigger a review as we aim to achieve as near as possible to a zero balance by the annual review. They also take into consideration any outstanding balance. This is included in the new amount and spread up to the next review.

When we first take over an account, we initially base payments on the information we're given at the time. Later, we receive details of past usage from industry third parties. This can only be an estimate of what future usage might be and, where it's out of line with current usage or if circumstances alter, we might recommend a change to prevent too much credit or debt building up as we aim for the zero balance I mentioned earlier.

We've an online tool to help you keep on top of the arrangement. This is the Direct Debit Manager and is particularly useful if circumstances change. It lets you alter the monthly payments to suit new situations.

Provided the account is billed up to the latest meter readings, payments can be changed by up to 20 per cent up or down. By up to 5 per cent up or down without readings. Before confirming the new amount, we'll let you know by how much we expect the account to be in credit/debit if the payments are changed but usage doesn't alter as expected. There's more about this tool on our website.

Hope this explains how our Monthly Direct Debits work potts8. Let me know if not clear as happy to help.

Malc

Former_E.ON_Company_Representative:_Malc

scobie wrote: »

I'm having a similar issue. I'm a new customer (signed up in February when I moved into my new home) and was initially given a £71 monthly dual energy DD tariff. For some reason, that was reduced to £53 a month in April, bizarrely having gone through the very harsh winter here in Sheffield.

Then, inexplicably, i receive a message from them saying they are increasing my DD payment to £120 per month. This is after not having the gas central heating on for the last two months at least.

Hello scobie and following on from my reply to potts8 above.

We'll have initially set your monthly payments based on what we knew at the time. This will have been reviewed once we received details of your usage over the previous 12 months. I suspect this showed the initial payment was too high. Later, as you say, the effects of the harsh winter will have started to feed into the calculations. If this caused an increase in usage compared with the previous year it will have led to the request to raise payments. This will be aimed at keeping the account on track for as near as possible to a zero balance by the annual review.

As above, have a look at the Direct Debit Manager. It's a useful tool to help keep on top of the arrangement and make adjustments as situations change. Also, the more readings we have, the more accurate our assessment of future energy use is likely to be. Generally, the longer customers are with us and give us regular readings, the more accurate payment arrangements will ultimately be. Although, as they're based on past usage, they're only estimates and will be affected by changes of circumstance or exceptional conditions like the Beast from the East.

Hope this explains scobie. Let me know if not clear as happy to help.

Malc

MarcoM

E.ON_Company_Representative:_Malc wrote: »

Morning MarcoM and Electricity North West are right. As the existing supplier, it's our responsibility to amend the address details on the National Databases. You're also right, this is a relatively easy task which any advisor should be able to do.

We need to make sure the amended address matches that held by the Royal Mail. If it does, we send an electronic message to the area distributor who will update the National Database. This can take up to 10 working days.

If the new details don't match those held by the Royal Mail, we'll ask you to arrange for these to be updated first and then come back to us so we can follow the route above.

I totally appreciate your mother's age makes it difficult for her to deal with this and it's great you're able to handle it for her. We do, though, need to protect her data and must have her permission before we can make this type of change. To help, there's a Letter of Authority that can be downloaded from our website. Once received, the account will be updated with permission for you to deal with it. Once done, you won't have to go through this again and will be able to handle your mother's account in future.

Fully understand why you've opened a complaint. As this is ongoing, you need to continue down this path. Complaint Managers and Reviewers are at a higher level than either Helena or myself. We wouldn't have any influence on what they're doing and would probably only slow things down now it's reached this stage.

I'm sorry I'm unable to help directly MarcoM and that this wasn't sorted better on the first call.

Malc

Hello is there any chance you could check if the complaint has been logged?
My royal mail receipt shows that Eon received the letter on Monday.


Regards,

vision2009

Stay well clear of E.ON they are a nightmare and deserve to go out of business. :mad:

Former_E.ON_Company_Representative:_Malc

MarcoM wrote: »

Hello is there any chance you could check if the complaint has been logged?
My royal mail receipt shows that Eon received the letter on Monday.


Regards,

Happy to MarcoM. Please drop an email to the address in my Profile with your details and I'll take a look. After this afternoon, I'm out of the office until next Tuesday. Please don't think I've forgotten about you if I don't reply immediately.

Look forward to hearing from you MarcoM and have a good weekend.

Malc

Former_E.ON_Company_Representative:_Malc

vision2009 wrote: »

Stay well clear of E.ON they are a nightmare and deserve to go out of business. :mad:

Ouch! What's happened to cause this reaction vision2009. Anything I can do to help or explain?

Malc

vision2009

Far too complicated to go into details. Problems going on over 16 months and not resolved. Energy ombudsman involved trying to sort you out and make E.ON get your act together.
A total shambles.