Eon energy reviews: Give your feedback

Bloblik

OK I was expecting a bill reminder to be sent, last time in Feb I thought EON had sorted all this out ... but it seems it wasn't sorted ... RUBBISH !

Here is the previous part of the thread:

https://forums.moneysavingexpert.com/discussion/comment/75499114#Comment_75499114

KAlexander47

Just had a frustrating experience of trying to follow through the link to the Eon Fix online exclusive deal in MSE comparisons. Requires linking directly to Eon website - the MSE deal cannot be found. So had a online chat with Eon - whose first response was to say that I could not switch on that chatline! I reminded them that I thought I was an existing customer (I reverted back to Eon when I had tried to switch last year). They next said that the tariff was not available to existing customers (feedback to the Forum admin?). So I asked about the invitation to renew with a Fix Online deal v19 that had been offered by email to be told that the deal expired today - to which I replied that it was still today! No they meant yesterday, even though I was offered it by email today! Fix online v20 is more expensive! Underlying this is a long term issue about smart meters! I registered with Eon some years ago and am still waiting despite being of senior years (priority) and never having been given the real reason (I have an old ft3 gas meter in a not so old house) and also solar panels! I have had countless emails from Eon asking me to register for a fitting - the MSE Fix online exclusive required smart metering and for the first time it is suggested that gas and electric meters can be fitted - presumably by the Govt deadline next year! So the chat went full circle - if I opt for an MSE deal that brings me back to Eon does that make me a new customer and does that make it a switch. Eon changed their mind during the chat - I cant switch as I am existing customer - the MSE Fix is not available to existing customers and Eon can't/won't install the meters that enable to take advantage of the best deal for me! I have refereed the transcript of the chat to the customer service team and suggest MSE check whether the deal excludes existing customers (if that is what I am).

Former_E.ON_Company_Representative:_Malc

Bloblik wrote: »

OK I was expecting a bill reminder to be sent, last time in Feb I thought EON had sorted all this out ... but it seems it wasn't sorted ... RUBBISH !

Here is the previous part of the thread:

https://forums.moneysavingexpert.com/discussion/comment/75499114#Comment_75499114

Hello Bloblik and I'm sorry we failed to email a bill reminder again.

I'm aware of certain technical issues with this service that are stopping these emails going out. Not everyone is affected as the issue is somewhat random. Regrettably, it looks like your mother is one of those impacted.

I've spoken to our technical support team and they don't have a resolution date at the moment. In the meantime, as well as the options I suggested previously, a way round this is through our website. Once logged in, there's a panel at the top of the first page with a message giving details of when the next bill is due and whether or not readings are needed.

Provided we receive readings 14 days either side of the next bill date (for quarterly billed customers), an accurate bill based on these readings will be issued. This will take away estimated bills.

Have I mentioned Real Time Billing before? This lets you create your own bills whenever you wish. Just pop in readings and choose 'request a bill.'

Sorry again for this failure Bloblik and hope the workaround suggested helps.

Malc

Former_E.ON_Company_Representative:_Malc

KAlexander47 wrote: »

Just had a frustrating experience of trying to follow through the link to the Eon Fix online exclusive deal in MSE comparisons. Requires linking directly to Eon website - the MSE deal cannot be found. So had a online chat with Eon - whose first response was to say that I could not switch on that chatline! I reminded them that I thought I was an existing customer (I reverted back to Eon when I had tried to switch last year). They next said that the tariff was not available to existing customers (feedback to the Forum admin?). So I asked about the invitation to renew with a Fix Online deal v19 that had been offered by email to be told that the deal expired today - to which I replied that it was still today! No they meant yesterday, even though I was offered it by email today! Fix online v20 is more expensive! Underlying this is a long term issue about smart meters! I registered with Eon some years ago and am still waiting despite being of senior years (priority) and never having been given the real reason (I have an old ft3 gas meter in a not so old house) and also solar panels! I have had countless emails from Eon asking me to register for a fitting - the MSE Fix online exclusive required smart metering and for the first time it is suggested that gas and electric meters can be fitted - presumably by the Govt deadline next year! So the chat went full circle - if I opt for an MSE deal that brings me back to Eon does that make me a new customer and does that make it a switch. Eon changed their mind during the chat - I cant switch as I am existing customer - the MSE Fix is not available to existing customers and Eon can't/won't install the meters that enable to take advantage of the best deal for me! I have refereed the transcript of the chat to the customer service team and suggest MSE check whether the deal excludes existing customers (if that is what I am).

Hello KAlexander47 and welcome to the Forums.

I'm sorry you found your Live Chat frustrating. I can confirm, our Fix Online Exclusive tariffs are only available to new customers through broker sites like MSE's Cheap Energy Club.

As we've sent you a tariff renewal, you'll be an existing customer and so won't be able to go on the Fix Online Exclusive tariff.

Fix Online version 19 was withdrawn from sale on 20 May 19 and replaced with version 20. Tariffs offered on renewals are available at the time the emails are issued. We review our products all the time and often release/withdraw them relatively quickly. Sometimes the replacement will be more expensive, sometimes cheaper than its predecessor. It depends on the circumstances at the time.

Are we the Feed in Tariff (FIT) supplier for your solar panels? If we are, this will be what's stopping us fitting smart meters. At the moment, we can only fit smart meters when we're not the FIT supplier. We can't do this where we supply both the energy and the FIT as we don't currently have a suitable export billing solution. This is something we're working on.

If we're not the FIT supplier, there'll be a reason why we're currently unable to fit smart meters. We're installing these meters all over the country and have teams actively promoting them wherever possible. There are certain circumstances where it isn't possible to fit them at the moment. It depends on things like the actual area, type of property, strength of the mobile phone signal and the existing metering set up. There might also be certain local difficulties that don't become clear until a technician can visit.

We've specialist smart meter advisors who will be able to explain what's stopping us installing these meters at your home. Please contact us and ask to talk to one of these advisors.

Don't worry about needing smart meters to go on smart tariffs. We're happy for customers, like yourself, to go on smart tariffs even where they don't have smart meters yet. You can switch online to any of the tariffs currently available on our website.

Hope this explains a bit more KAlexander47. Let me know if you need any more details as happy to help.

Malc

reggi123

Hi Malc,
E.ON Fix Online Exclusive
How can E.ON Energy discriminate against existing customers (versus new customers) on the cheapest tarrifs offered. Having come to the end of my current fixed deal with you I am only allowed to have the Fix Online v20 tarrif instead of the cheaper Fix Online Exclusive! This discrimination (which is not only unethical but most likely illegal) will cost me approximately £100 extra for the next 12 months. You obviously do not care about loyalty to your customers - especially as I have been with you for more than 10 years! I hope you will take notice of my comments as I am seriously considering switching to SSE Southern Electric (1 year fixed online v2) where I can save the £100.

paulypost

Total sympathy reggi123. I am also a 20+ years 'loyal' customer of EON but am seriously considering switching after my experience this week. Following my annual review on 16/5 I switched to Fixed V19 on 17/5 - much cheaper and low standing charges. On 22/5 when I tried to get my daughter V19 it had disappeared. The same day I checked MSE and found the Fix Online Exclusive but failed to get the link to work, presumably because I am an existing customer. So I raised a formal complaint about both the short availability of V19 and the discrimination against existing loyal customers. Within a couple of hours I received a telephone call. The CSR basically said that EON can withdraw a tariff at any time without notice as "it's in the terms and conditions". OK I said, I have to accept that.
Re the treatment of existing versus new customers I was told that "it's a business decision" after he consulted his boss. I replied that I wanted to escalate the complaint because so-called business decisions are determined by company policy and this policy is clearly unfair, which led to a further small hold whilst he checked again with his boss and then he offered me £5 (yes a fiver!!) for my trouble. I said I didn't want money but instead the complaint should be escalated. I thought that he had agreed to do so but then a few minutes later I get a mail with the following brush-off:
"Thank you for raising the complaint with us. I understanding your point of view regarding the tariffs and what we offer to customers and how I can't offer you what you want.
However in this instance I can't offer you an alternative resolution or change the features of the product. So we wont be taken any further actions."
If it wasn't for the fact that my smart meter and display unit would stop working with a new supplier, I'd be off like a shot just for the principle of it. I am also a PV panel user and love to watch the minus numbers on the display unit in the kitchen. So I'll just moan about EON to everyone and maybe cause other people to switch from them?

Former_E.ON_Company_Representative:_Malc

reggi123 wrote: »

Hi Malc,
E.ON Fix Online Exclusive
How can E.ON Energy discriminate against existing customers (versus new customers) on the cheapest tarrifs offered. Having come to the end of my current fixed deal with you I am only allowed to have the Fix Online v20 tarrif instead of the cheaper Fix Online Exclusive! This discrimination (which is not only unethical but most likely illegal) will cost me approximately £100 extra for the next 12 months. You obviously do not care about loyalty to your customers - especially as I have been with you for more than 10 years! I hope you will take notice of my comments as I am seriously considering switching to SSE Southern Electric (1 year fixed online v2) where I can save the £100.

Hello reggi123 and welcome to the Forums.

Many thanks for being with us for more than 10 years. You're right, our new Fix Online Exclusive tariff is only available to new customers through Price Comparison sites like MSE’s Cheap Energy Club.

We're continually looking to develop our products so we’re better able to engage with a wider customer base. This isn't to say we're not also exploring the best ways of looking after our existing customers. We're doing this all the time and continue to offer tariffs and products to both new and current customers through our website.

Existing customers can change to other E.ON products at any time without picking up penalties like exit fees. They can also forward switch through our website by up to 52 days in the future.

Totally accept you're not happy with our latest strategy and you’re right to raise these concerns. I can guarantee I'll be feeding this back to those at E.ON who make these decisions. Can't promise anything but I'll make sure those that need to know are aware of how you feel.

Malc

Former_E.ON_Company_Representative:_Malc

paulypost wrote: »

Total sympathy reggi123. I am also a 20+ years 'loyal' customer of EON but am seriously considering switching after my experience this week. Following my annual review on 16/5 I switched to Fixed V19 on 17/5 - much cheaper and low standing charges. On 22/5 when I tried to get my daughter V19 it had disappeared. The same day I checked MSE and found the Fix Online Exclusive but failed to get the link to work, presumably because I am an existing customer. So I raised a formal complaint about both the short availability of V19 and the discrimination against existing loyal customers. Within a couple of hours I received a telephone call. The CSR basically said that EON can withdraw a tariff at any time without notice as "it's in the terms and conditions". OK I said, I have to accept that.
Re the treatment of existing versus new customers I was told that "it's a business decision" after he consulted his boss. I replied that I wanted to escalate the complaint because so-called business decisions are determined by company policy and this policy is clearly unfair, which led to a further small hold whilst he checked again with his boss and then he offered me £5 (yes a fiver!!) for my trouble. I said I didn't want money but instead the complaint should be escalated. I thought that he had agreed to do so but then a few minutes later I get a mail with the following brush-off:
"Thank you for raising the complaint with us. I understanding your point of view regarding the tariffs and what we offer to customers and how I can't offer you what you want.
However in this instance I can't offer you an alternative resolution or change the features of the product. So we wont be taken any further actions."
If it wasn't for the fact that my smart meter and display unit would stop working with a new supplier, I'd be off like a shot just for the principle of it. I am also a PV panel user and love to watch the minus numbers on the display unit in the kitchen. So I'll just moan about EON to everyone and maybe cause other people to switch from them?

[FONT=&quot]Hello paulypost and thank you for staying with us for over 20 years.[/FONT]

[FONT=&quot]Please see my reply to reggi123 above about our new Fix Online Exclusive tariffs. I do understand your unhappiness with this decision and will similarly pass on your comments to those at E.ON responsible for this strategy.[/FONT]

[FONT=&quot]Fix Online version 19 was only available for sale between 14 and 20 May 19. We’re continually reviewing our products and, as our advisor explained, often release/withdraw them relatively quickly. Sometimes the replacement will be more expensive, sometimes cheaper than its predecessor. It depends on the circumstances at the time.[/FONT]

[FONT=&quot]Thank you again for being with us for such a long time.[/FONT]

[FONT=&quot]Malc[/FONT]

PennineAcute

Switch to Fix Online Exclusive V4, through the energy club, seems to be going smoothly. Received confirmation email two days ago and written confirmation in the post today.

There has been some confusion over smart meter installation, but this is now sorted. According to 11.1 of their T&Cs "With this tairff you have agredd to be contacted during the tariff term for the instalation of a smart meter. You are still eligible for this tariff if you currently have a smart meter or your property is currently ineligible for a smart meter"

I contacted online chat today to clarlify that as I already have smart meters, that I would not need to have new ones fitted. My concern was that as I was only moving my electricty over, if they fitted a new electricity smart meter, then I would not have access to my gas daily usage, thus messing up my daily spreadsheet. Online chat said that I would have to have a new smart meter fitted. When I explained the reasons, he suggested I call the SMART team.

Took around 15 minutes to get through to the smart team, but the lady was lovely. Explained that I would not need to have a smart meter fitted, as I already have them.

She then noticed I had declared a disability and had registered on the priority services. She asked if she could have more details of this, to ensure that I get the right level of support. Explained that I could also have a few things like password set up, if any one from EON calls, or a meter reader. I took up this offer.

She also asked if I would like my meter read every quarter. I declined this, as my IHD gives me my meter readings.

Nothing was too much for this lady and she is an asset to EON.

Smodlet

So, if my understanding is correct, Eon do discriminate between those they think they can bully into having a "smart" meter which is smart only as long as one retains Eon as provider, and those who refuse to have one inflicted upon them.

Thanks, one and all; I no longer consider Eon an option as I will not be dictated to by a supplier.