Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

Brooker_Dave wrote: »

It's a standard trick pioneered by the debt collection sector to put pressure on customers.

Hello Brooker Dave and there is sometimes a delay between letters being raised and received due to the way they go through our systems. This is similar to the description given by AndyCF above (post #1285) and is something I've given feedback on to those here responsible for correspondence to see if we can speed things up.

Malc

Former_E.ON_Company_Representative:_Malc

PennineAcute wrote: »

After starting with EON on 9 July and giving weekly readings, they have provided me with my fist bill.

As you can see, for some reason, they have charged me a higher standing charge for the fist 5 days, and a higher unit price for the first 4 days.

They are not open today so will have to wait until tomorrow. Why are energy companies incapable of doing things right, first time? I have better things to be doing than chasing up incorrect bills.

PennineAcute wrote: »

No, it was the same tariff on the 9 July as it was on the 13 July.

Issue now sorted, after sending them a FB message. They have credited me with £1. Works out around 50p up, so cannot really complain, since it did not involve a phone call.

"'I've taken a look and can see that you joined us on the 9th of July on the Fix online v4 however your direct debit was not set up online with us until the 15th of July through your online account which is the same date we applied your direct debit discount reduction on your bill. Given that the discount amount you've missed out on for the 4 day period is less then 50p I've applied the amount of £1 to your account as a good will gesture which will show as a payment on your next bill, I hope you deem this as an acceptable resolution. "

PennineAcute wrote: »

I worked it out to be a 41p overcharge. In the grand scale of things, not a great deal. Not sure how many customers EON have, but if they over charged all their customers 41p, not far off £50K profit, per 1m customers. Thank goodness for Facebook, as I would not have probably done anything about it, if I had had to phone.

What I will give them credit for, was that they immediately sorted out the issue. I suppose anyone can make an error, but it is how they deal with the errors that count. On that part, I cannot fault them.

Hello PennineAcute and I'm sorry you had to contact us about your first bill.

I have to say, I've not seen this one before. All our tariffs have lower daily standing charges and unit rates for paying by Direct Debit. The higher charges only kick in where there's no such arrangement in place or a previous one has been cancelled. As you had set up a Direct Debit as part of the switch, you shouldn't have been impacted by the higher rates.

I'd be interested in hearing of any other examples where someone has switched with an active Direct Debit and then received charges for paying by other methods. Happy to run with this.

Glad our Facebook advisor was able to sort this out to your satisfaction PennineAcute.

Malc

Former_E.ON_Company_Representative:_Malc

Smodlet wrote: »

With online chat and phone calls, I have not found the same level of competence; here's hoping.

It is now almost two weeks since I switched and, for some reason, the electricity reading is still outstanding according to both suppliers' websites; the gas is fine. I thought the gas was supposed to take the longest. Either way, there is no good reason for the delay I can see; I provided readings the day they were asked for (one week before the switch) on the day of the switch and again on the last day to avoid estimated bills, one week after the switch: Still nothing. This is delaying my refund from nPower.

Smodlet wrote: »

I swear it would be quicker and far more efficient if they did, Gerry1.

I know it used to take 7-8 weeks to switch (last time I did was nearly 7 years ago and it's not because I have not been watching the tariffs; I have) Now, it's supposed to take 17-21 days... On (virtual) paper; in practice, it still takes at least 7-8 weeks so what the hell was the point of that, Ofgem?

Who is "Gem" anyway? Anyone watch the Handmaid's tale? :eek:;)

Smodlet wrote: »

Well, hallelujah and praise the lawd! I can finally see the electricity reading I gave on switch day, two weeks ago, on my Eon account; it's even the one I gave them! The old supplier's also shows a confirmed reading instead of an estimate and it's the same. I shall take this as a good sign and hope for a final bill and my refund in the not too distant.

Must have used the Pony Express instead of the slowcoach, after all.

Hello Smodlet and totally understand your frustration.

As I explained in earlier posts (#1258 and #1271), changes of supplier involve several third parties within the energy industry. These include meter operators/readers, energy distributors, national databases etc.

The switch itself will complete in about two and half weeks. This will be the Supply Start Date (SSD). As you've seen, it takes longer before accounts are fully up and running. Once fully live, everything will be backdated to the SSD.

It's good things are starting to come through. We send our opening meter readings to the previous supplier via another third party who checks they're in line with past readings held for the property. Both suppliers need to use the same readings to open and close their respective accounts. This makes sure the same energy is only charged once.

All suppliers use similar procedures when handling a switch. We're currently working with all parties involved to see how we can improve this journey. As it's an industry wide journey, all parties need to agree to a more streamlined service before this can be moved forward.

Hope this explains Smodlet.

Malc

PennineAcute

E.ON_Company_Representative:_Malc wrote: »

Hello PennineAcute and I'm sorry you had to contact us about your first bill.

I have to say, I've not seen this one before. All our tariffs have lower daily standing charges and unit rates for paying by Direct Debit. The higher charges only kick in where there's no such arrangement in place or a previous one has been cancelled. As you had set up a Direct Debit as part of the switch, you shouldn't have been impacted by the higher rates.

I'd be interested in hearing of any other examples where someone has switched with an active Direct Debit and then received charges for paying by other methods. Happy to run with this.

Glad our Facebook advisor was able to sort this out to your satisfaction PennineAcute.

Malc

Thanks for your reply, Malc.

I can only assume (if there was a causing factor for this) the fact that my switch got delayed, due to Utility Point blocking the first attempt, upset your system.

We rely so heavily upon computers, but when someone screws up the coding ...

Smodlet

E.ON_Company_Representative:_Malc wrote: »

Hello Smodlet and totally understand your frustration.

As I explained in earlier posts (#1258 and #1271), changes of supplier involve several third parties within the energy industry. These include meter operators/readers, energy distributors, national databases etc.

The switch itself will complete in about two and half weeks. This will be the Supply Start Date (SSD). As you've seen, it takes longer before accounts are fully up and running. Once fully live, everything will be backdated to the SSD.

It's good things are starting to come through. We send our opening meter readings to the previous supplier via another third party who checks they're in line with past readings held for the property. Both suppliers need to use the same readings to open and close their respective accounts. This makes sure the same energy is only charged once.

All suppliers use similar procedures when handling a switch. We're currently working with all parties involved to see how we can improve this journey. As it's an industry wide journey, all parties need to agree to a more streamlined service before this can be moved forward.

Hope this explains Smodlet.

Malc

Thank you for your response and your patience, Malc and yes, I understand all this. My point was and is, it is all smoke and mirrors: What is the point of a Supply Start Date if both fuels have not, in fact, switched? It sounds like something I would expect from a double glazing salesman! Why not just wait until the switch has happened and make that the supply start date?

Ofgem-driven spin, I realise; I know it is neither Eon's, nPower's nor any other supplier's fault. I just happen to think it is pointless and akin to Amazon/whoever telling me my new pump for my water feature will be with me on x date but the water won't actually flow until it arrives two weeks later. Horse manure.

Sorry for the rant; I realise this is not within Eon's control but really, what else is this thread for? Surely it is better we rant here to you, Malc, than on the Praise, Vents and Warnings board where things can become... heated.

I am really glad you are back and hope your and Helena's presence will continue having said which, if anyone deserves a break, it's you and I hope Helena does not have to come back until she feels ready.

ETA: I don't recall anyone ever expressing friendly sentiments to the reps on any other supplier's feedback threads. Eon's seems to be the only one with... personality, warmth. You did keep me interested all that time I was with another supplier (and persisted on intruding on your thread) Malc. It finally bore fruit. That's down to you and Helena and to no-one else.

bristolleedsfan

Looking at EON webpage, a couple of tariffs state Smart Meter is compulsory "Agree to have smart meters installed"

https://www.eonenergy.com/for-your-home/products-and-services

Fix Online V27 gives impression S.M is optional "We’ll contact you to offer a free smart meter installation if eligible"


Someone is adamant elsewhere that EON told him in phone call

"Their new tariffs all include installation of a smart meter, unless you go on the standard variable tariff which is their basic and dearest one"

"if eligible" means if your area is installing them then you have to have one. I spoke to them 2 weeks ago and they confirmed that up to recently you could decline the smart meter but not anymore"


EON rep can you clarify please whether Fix Online V27 Smart Meter whilst may be offered, can be declined. - T+C quoted below

1.4.2. Smart meters

"We may contact you at any time to offer you a smart meter. Smart meters aren’t currently available for some properties"

Former_E.ON_Company_Representative:_Malc

tfspark wrote: »

Malc, thank you for your comprehensive reply.


I understand the way fixed tariffs work.


My old Npower fixed tariff was coming to an end at the end of July 2019 so I used a comparison site to find my next fixed tariff deal. E.ON came out on top, giving me a dual fuel price of £87 a month based on my annual usage.


Even before my first payment to E.ON was made I received an email from them suggesting I need to up my direct debit to £122 a month to cover my estimated usage.


This is something like a 50% increase even before the tariff started. This is what I am really not happy about and can't understand why the comparison site was so far out. £122 a month would not have been the best deal by far, and it's not one I would have gone for.

Hello tfspark and I can understand your concern.

When customers switch to us, we receive various pieces of information from the previous supplier. This includes the Average Daily Consumption (ADC) figures. These show in kWh the daily consumption for each month and are generated by using all the usable meter readings for the past 12 months. The more actual readings used, the more accurate the ADC. Where there is a long gap between readings, we use a standard curve to account for the higher usage expected in winter and the lower expected summer usage.

Sometimes, the ADCs differ from the figures used in a quote. I'm not saying this is the case here; it's just something that can happen.

As you've only recently joined us, we won't be looking to change your monthly payments yet. This is only done at the 6 and 12 month points. The amount you're seeing on the online account will be an estimate to raise awareness of what might happen. As I mentioned yesterday, the best way to keep on top of things is by using the online Direct Debit Manager. If you pop in regular readings, the ADCs will be consistently updated and give a true picture of the usage. Should circumstances change, the monthly payments can be altered to reflect this making sure you're only paying for what you use.

Hope this is useful tfspark.

Malc

Former_E.ON_Company_Representative:_Malc

Smodlet wrote: »

Thanks, Malc, but I know £32.00 is completely unrealistic. I think that figure was arrived at because the electricity had not switched at that point; it now says, "£71.00".

The trouble is, some people believe what their supplier's website tells them and act accordingly. Not everyone has the time or inclination to work as hard as some of us do to stay on top of their energy usage. I don't happen to think smart meters are the answer while there are so many problems with them. I think re-education is better.

Bet you can't wait for your hols! You have earned them.

Ah! I see Smodlet. It is possible for fuels to come across at separate times as some of the industry third parties are different for electricity and gas. As the electricity is now over, we'll have amended the payment amount accordingly.

Many thanks for the kind words Smodlet.

Malc

Martinjg51

Why do companies insist on penalising existing customers. (MSE newsletter today). MSE should be campaigning (sorry if it is) to get companies to offer existing customers the best deals

Former_E.ON_Company_Representative:_Malc

PennineAcute wrote: »

Thanks for your reply, Malc.

I can only assume (if there was a causing factor for this) the fact that my switch got delayed, due to Utility Point blocking the first attempt, upset your system.

We rely so heavily upon computers, but when someone screws up the coding ...

You're welcome PennineAcute. That certainly could've played a part. Glad it's sorted.

Malc