Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

NeverUseEON wrote: »

Worst company I have ever had the misfortune of dealing with. I've just had to pay for a bill that predates my living at the property.


I complained provided evidence - such as council tax account start dates, etc. All I got was phonecalls from people uninterested in even listening let alone dealing with a fairly simple problem. Eventually I had to pay or face them installing a smart meter as a way of avoiding having to reason with me.


I can't describe my anger and hatred at having to pay their dodgy bill under duress. I am a landlord and will be adding the condition to all tenancy agreements on all properties that they can use any energy company EXCEPT EON.



If anyone would like to PM me the details of where their sites and offices are I would be grateful as I would like to protest against these people in person.

NeverUseEON wrote: »

I have requested a deadlock letter, over the phone many times, although I have recently given up on verbally communicating with this shower, and in several emails and letters some of which were sent recorded delivery.


EDIT: But I still haven't received one. Just a letter threatening to install one of their smart meters, so they can charge me as they see fit.

NeverUseEON wrote: »

I'm a landlord, but not on this property.


Cheers for the link, it seems they have a history of doing dodgy things. I need to find their offices in the UK, I think I might apply for a job as a means to finding them. I'm obviously not the first to want to do this judging by their use of a PO Box.



As to getting my money back, I don't think there is a solution, they are impossible to deal with, hence my anger.

Hello NeverUseEON and welcome to the Forums.

There's no way you should pay for energy you haven't used and you're right to open a formal complaint if you believe this to be the case.

It sounds like this has been going on for quite a time. If it's longer than 56 days, you don't need a Final Resolution Offer (deadlock) letter. After this time, you can go to the Energy Ombudsman without a letter. There's more details on our website including how to contact them.

We've many premises throughout the country. The address of the UK Head Office is as below:

Westwood Way
Westwood Business Park
Coventry
CV4 8LG

This address is printed on all our bills.

Did you let us know the date and meter readings when you first took over responsibility for the property? If you did, billing should've started from here. Sometimes, the details given by the new occupier differ from those received from the previous occupier. I'm not suggesting this is the case here, it's just a common source of disputes.

Totally understand you're angry and don't want to contact us. If you're going to or have gone to the Ombudsman, we need to wait for their decision. This is binding on us and we need to implement their instructions in full within 28 days of the decision being made.

If not, the best way to move this forward is by talking to the Complaint Manager looking after your account or, as you're unhappy with what they've done so far, by escalating to our Reviewers who will go through everything again.

Hope this points you in the right direction NeverUseEON.

Malc

Potbellypig

Switched to E.ON from British Gas this month, saving £35 a month. Meter readings are all taken and billing starts next month.

What happens to my old supplier? Do they send me a final bill/return of money depending on what I paid? Do I need to cancel the direct debit?

Smodlet

Hi Malc and thank you for being here, really. I am having a nightmare.

Is it really the case that I cannot speak to anyone who is not in South Africa? I have just had to explain to the "good" CSR, who promised to call me today, what the WHD is, what the DWP is, what "core group" is and that solar panels have nothing to do with gas... I could not make this up. It really does not inspire confidence.

He keeps on assuring me the WHD will be paid but, since he does not know any of the above, how can I have any faith that this is so?

I really do not want to get into a situation where my DD goes through the roof in the winter because the WHD has not been paid and neither Eon nor nPower (who seem equally clueless, tbf) want to pay it. What part of "We don't have to apply, we are entitled to it by law" do you people not understand? :mad::mad::mad:

ETA: I have just spoken to a brilliant person from nPower called Jackie, who called me back after checking with *their WHD team; she confirmed nPower are liable to pay it for this year. So far, nPower's customer service leaves Eon's in the shade.

* Yes, I finally googled it and she is absolutely correct. If you are Core Group, whoever your supplier was on 7th (or 8th, if you believe Eon's website) that is who pays the WHD for this year. After that, obviously, it is whichever supplier you are with on the cut-off date next year. Fgs, nPower, come up with a decent tariff so I can switch back; seriously.

Smodlet

Potbellypig wrote: »

Switched to E.ON from British Gas this month, saving £35 a month. Meter readings are all taken and billing starts next month.

What happens to my old supplier? Do they send me a final bill/return of money depending on what I paid? Do I need to cancel the direct debit?

Jumping in here, hope nobody minds. Eon will tell your old supplier your final readings and your old supplier should send you a final bill/refund any credit. I cannot say when that will be and am unsure whether there are mandatory timelines or not. Over to you, Malc.

It is great you are making such savings, Potbellypig; me too... In a good way.

P.S. I would not advise cancelling your DD just yet in case of any bill disputes; I am not going to cancel mine. I trust my old supplier not to take any more payments since I am in credit and, if they do, the DD guarantee means you can just ask your bank to refund them.

Former_E.ON_Company_Representative:_Malc

Potbellypig wrote: »

Switched to E.ON from British Gas this month, saving £35 a month. Meter readings are all taken and billing starts next month.

What happens to my old supplier? Do they send me a final bill/return of money depending on what I paid? Do I need to cancel the direct debit?

Hello Potbellypig and thank you for joining us.

As Smodlet says - thanks Smodlet - we'll handle everything including telling your old supplier what meter readings we use to open your account. They'll use the same readings to close their account and issue a final bill. These readings go through an industry third party who checks they're in line with past readings held for the property. Sometimes the third party will make a change and both suppliers need to use the amended readings to start/close their accounts. This makes sure the same energy is only charged once.

Switches usually go through in about two and a half weeks. This will be your Supply Start Date (SSD). It'll be a bit longer before the account is fully up and running.

We need to let certain other industry third parties know you've changed supplier. These include the energy distributors, meter operators/readers and the national databases. This is done via a series of electronic messages and we look to have it all completed within 32 working days. This won't affect the Supply Start Date (SSD) which will be as we've advised.

If you've registered with our website, you can check online how things are going using the 'Track My Switch' tool.

Hope this helps Potbellypig and thanks again for joining us.

Malc

Former_E.ON_Company_Representative:_Malc

Smodlet wrote: »

Hi Malc and thank you for being here, really. I am having a nightmare.

Is it really the case that I cannot speak to anyone who is not in South Africa? I have just had to explain to the "good" CSR, who promised to call me today, what the WHD is, what the DWP is, what "core group" is and that solar panels have nothing to do with gas... I could not make this up. It really does not inspire confidence.

He keeps on assuring me the WHD will be paid but, since he does not know any of the above, how can I have any faith that this is so?

I really do not want to get into a situation where my DD goes through the roof in the winter because the WHD has not been paid and neither Eon nor nPower (who seem equally clueless, tbf) want to pay it. What part of "We don't have to apply, we are entitled to it by law" do you people not understand? :mad::mad::mad:

ETA: I have just spoken to a brilliant person from nPower called Jackie, who called me back after checking with *their WHD team; she confirmed nPower are liable to pay it for this year. So far, nPower's customer service leaves Eon's in the shade.

* Yes, I finally googled it and she is absolutely correct. If you are Core Group, whoever your supplier was on 7th (or 8th, if you believe Eon's website) that is who pays the WHD for this year. After that, obviously, it is whichever supplier you are with on the cut-off date next year. Fgs, nPower, come up with a decent tariff so I can switch back; seriously.

Hello Smodlet and happy to be here. Just sorry you've had such a bad time talking to an advisor. Some serious re-training needed here and I've already fed this back to those responsible for our customer facing teams regardless of where they're based.

I'm one of the company focal points for Warm Home Discount so please let me have any questions you have about the scheme. If I don't have the answer to hand, I'll find it out.

If you're in the Core Group, you don't need to apply for Warm Home Discount. Customers in this group will receive a letter from the Department of Work and Pensions (DWP) to let them know they qualify. The DWP also contact the relevant supplier to tell them they need to arrange the payment.

The Core Group qualifying date for the 2019/20 scheme is 7 July 19. The supplier providing the electricity on this date is responsible for making the payment even if the customer has subsequently changed supplier. As nPower advised, as they supplied your electric on this date, they're liable for the payment.

Our website still has details of the 2018/19 scheme and advises the Core Group qualifying date for last year was 8 July 18. This will be updated once we open our Broader Group scheme for 2019/20.

Customers in the Broader Group do need to apply. At the moment, they can register an interest through our website and we'll be in touch once the scheme opens so they can apply. Once open, the quickest way to apply is online through our website.

Sorry again our advisor didn't have the answers you needed Smodlet.

Malc

Smodlet

THANK YOU, Malc. I could not work out how the DWP would know we had changed supplier unless I told them. Yes, I absolutely should have googled their website first but I thought both Eon and nPower would know the answer. I am just glad it is now sorted. NPower have undertaken to put this in writing for me, even though they don't have to. I gotta say, in my experience so far, Eon could learn from them; present company excepted, of course.

There's more: Apparently, this CSR worked for British Gas for four years prior to working for Eon. Even in Capetown, is it possible to work in the British energy industry for four years and never to have heard of either the WHD or the DWP? I don't expect him to know much; nPower, too, have a specialised team to deal with this but at least their CSRs have heard of it!

Now I just have to find the energy to engage in another online chat (:eek:) to find out why, after I have provided meter readings three times since they were first requested, my electricity one is still not visible on my online account. It is somewhat wearing, especially in this heat.

Highland76

Hi Malc
I'm afraid i need some clarification as to what's going on re: my electric meter reading i sent to E.ON exactly 1 week before my switch to E.ON. If you want i can PM you my E.ON account number so that you can look into this further.

I am in North Scotland (SSE electric region). I have recently moved from Peoples Energy to E.ON and supplied both gas & electric readings on EON's website a week before the actual switch. However for some strange reason only the gas reading has been sent to my old provider, not the electric - EON say they have received both readings from me but the electric reading needs to be verified (they didn't tell me by whom).

When I spoke to Peoples Energy this morning they said a company called Morrison Data Services verify meter reads - however MDS have told me they DO NOT verfiy meter reads sent by customers to their new energy supplier.

Reason for my impatience is that i cannot request new smart meters from E.ON until the electric reading is sent to the old supplier and also E.ON take this electric reading as an official opening meter read - which they haven't done so far . Gas is all fine.

To confuse matters further, when i called E.ON again this pm they said my electric meter reading was entered as a "change of tenancy" which is why it hasn't been accepted in the same way as the gas reading. They said it will take 3-5 days to fix this, but i'm not sure what to believe as they previously told me it needs to be verified by a third party which can take up to 42 days.

If it helps, my energy transfer took place on 23rd July 2019. Hope you can shed some light.

Cheers.

Former_E.ON_Company_Representative:_Malc

Smodlet wrote: »

THANK YOU, Malc. I could not work out how the DWP would know we had changed supplier unless I told them. Yes, I absolutely should have googled their website first but I thought both Eon and nPower would know the answer. I am just glad it is now sorted. NPower have undertaken to put this in writing for me, even though they don't have to. I gotta say, in my experience so far, Eon could learn from them; present company excepted, of course.

There's more: Apparently, this CSR worked for British Gas for four years prior to working for Eon. Even in Capetown, is it possible to work in the British energy industry for four years and never to have heard of either the WHD or the DWP? I don't expect him to know much; nPower, too, have a specialised team to deal with this but at least their CSRs have heard of it!

Now I just have to find the energy to engage in another online chat (:eek:) to find out why, after I have provided meter readings three times since they were first requested, my electricity one is still not visible on my online account. It is somewhat wearing, especially in this heat.

Hello Smodlet and you're right, advisors here should be fully up to speed with how the Warm Home Discount scheme works. It's been going for several years now and is important to many customers. This is why I've fed back to management and asked for a full re-briefing to be sent to all offices and customer facing teams.

With a change of supplier, there's a lot of information that needs to be transferred so accounts can be set up accurately. This can take time. Whilst the Supply Start Date (SSD) won't be affected, it can take longer before the account is fully active. We look to have it all completed within 32 working days of the SSD.

Part of the transfer of information includes the meter readings. These go through a third party within the industry (Data Collector) who checks they're in line with past readings held for the property. Sometimes, the Data Collector will make a change and both suppliers need to use the amended readings to start/close their respective accounts. Readings won't appear on online accounts until these transfers are fully through.

Hope this explains Smodlet and may thanks for the heads up about Warm Home Discount.

Malc

Former_E.ON_Company_Representative:_Malc

Highland76 wrote: »

Hi Malc
I'm afraid i need some clarification as to what's going on re: my electric meter reading i sent to E.ON exactly 1 week before my switch to E.ON. If you want i can PM you my E.ON account number so that you can look into this further.

I am in North Scotland (SSE electric region). I have recently moved from Peoples Energy to E.ON and supplied both gas & electric readings on EON's website a week before the actual switch. However for some strange reason only the gas reading has been sent to my old provider, not the electric - EON say they have received both readings from me but the electric reading needs to be verified (they didn't tell me by whom).

When I spoke to Peoples Energy this morning they said a company called Morrison Data Services verify meter reads - however MDS have told me they DO NOT verfiy meter reads sent by customers to their new energy supplier.

Reason for my impatience is that i cannot request new smart meters from E.ON until the electric reading is sent to the old supplier and also E.ON take this electric reading as an official opening meter read - which they haven't done so far . Gas is all fine.



To confuse matters further, when i called E.ON again this pm they said my electric meter reading was entered as a "change of tenancy" which is why it hasn't been accepted in the same way as the gas reading. They said it will take 3-5 days to fix this, but i'm not sure what to believe as they previously told me it needs to be verified by a third party which can take up to 42 days.

If it helps, my energy transfer took place on 23rd July 2019. Hope you can shed some light.

Cheers.

Hello Highland76 and it's not unusual for the electric and gas data to come through at different times as they follow separate paths.

A [FONT=&quot]lot of information is transferred so accounts can be set up accurately. As part of this, all readings need to go through a[/FONT][FONT=&quot] third party within the industry (Data Collector) who checks they're in line with past readings held for the property. As I mentioned to [/FONT][FONT=&quot]Smodlet, sometimes the Data Collector will make a change and both suppliers need to use the amended readings to start/close their respective accounts.
[/FONT]
[FONT=&quot]We look to have all this done within 32 working days (42 calendar days) of the supply start date. With a Supply Start Date of 23 July 19, we're well within this timeframe so won't be able to escalate yet.
[/FONT]
Whilst Morrisons are one of the companies we use, there are others.

I'm sorry this is stopping you booking a smart meter appointment. As we discussed in another thread, it's best to delay booking any sort of metering appointment whilst this data transfer is going on as it could lead to issues down the line.

Hope this gives a little clarification Highland76.

Malc