Eon energy reviews: Give your feedback

Greenenergy

Now clarified : “ To be absolutely sure that what I told you yesterday was correct, I’ve double-checked with the manager responsible. I’m happy to confirm, the information I gave is correct. Principally, as part of the contract, customers agree to be contacted about having smart meters fitted. These meters are optional and can be turned down.

I’ve also raised this with another area of the business responsible for the wording around tariffs and the relevant T&Cs. I’ve asked for the wording to be reviewed to help improve the clarity of the message. “

So you can turn them down on the “Fix Online Exclusive v7 tariff.”

rooster47

Agreed. I have it in writing, smart meters, on Fix Online Exclusive V7 tariff, can can rejected by customers

Former_E.ON_Company_Representative:_Malc

pompeii wrote: »

I posted this in another thread about Smart Meters: then found the specific Eon thread: Can I continue to Ignore requests from Eon to arrange a date for a smart meter to be fitted as I don't want one.

Hello pompeii and, yes, you can ignore/turn down our requests to have smart meters fitted.

As per my previous posts in this and other threads, smart meters are optional and customers on our Fix Online tariffs only agree to be contacted about having them. As you quote, this forms part of the T&Cs (section 11.1).

Totally agree, it would better if this message was displayed more prominently and I've raised this with my bosses.

Hope this explains pompeii.

Malc

Former_E.ON_Company_Representative:_Malc

Greenenergy wrote: »

Sadly eon head office are in some disagreement about the wording . They have advised that they disagree with Malc and have stated :
“ I can confirm that the tariff you’re looking at does require you to agree to being contacted (during the term of the contract) and having smart meters installed if possible at your property

I’m sorry for any confusion, the information provided by this office is correct. “

Feeling that eon are a bit shambolic right now ... and therefore might give them a wide berth

Greenenergy wrote: »

Update from the eon exec office : “We’ve just received clarification and I can confirm that on the tariff you’re considering, customers have to agree to be contacted about smart meters, but they don’t necessarily have to have them fitted yet. I appreciate that this remains slightly ambiguous by using the word “yet” so I’d advise that you consider alternative tariffs if you’re completely against having smart meters installed.”

I find that personally a poor response .

Greenenergy wrote: »

Now clarified : “ To be absolutely sure that what I told you yesterday was correct, I’ve double-checked with the manager responsible. I’m happy to confirm, the information I gave is correct. Principally, as part of the contract, customers agree to be contacted about having smart meters fitted. These meters are optional and can be turned down.

I’ve also raised this with another area of the business responsible for the wording around tariffs and the relevant T&Cs. I’ve asked for the wording to be reviewed to help improve the clarity of the message. “

So you can turn them down on the “Fix Online Exclusive v7 tariff.”

Hello Greenenergy and I'm sorry for the confusion we caused yesterday around this tariff.

I must admit, at one point I came to doubt myself and that's why I went to the manager responsible for these things. To my relief, she confirmed that what I've been putting on the Forums recently is right. Specifically, customers on Fix Online Exclusive v7 agree to be contacted about having smart meters and are free to refuse these offers.

I've advised the area disagreeing with me of this and have asked for the information to be sent again to the wider business.

Sorry again for the confusion we caused Greenenergy.

Malc

Former_E.ON_Company_Representative:_Malc

Smodlet wrote: »

Seven hells! Sorry, what tariff did this relate to? Shambolic is a kind term, imho.

Paranoia is usually justified, in my experience. Sad it seems to be so in this case after all the months of protestations... Unless you have anything to add, Malc? You did say "at the time of posting". I hope you did not know the facts would change the next day.

Hello Smodlet and hope my reply to Greenenergy explains.

There've been no changes to the information I've been posting recently about our Fix Online tariffs. As above, I've asked for a re-briefing to go out to the wider business to clarify the situation.

Thanks Smodlet.

Malc

Former_E.ON_Company_Representative:_Malc

rooster47 wrote: »

Agreed. I have it in writing, smart meters, on Fix Online Exclusive V7 tariff, can can rejected by customers

Hello rooster47 and welcome to the Forums.

As above, I'm happy to confirm customers on our Fix Online Exclusive v7 tariff agree to be contacted about having smart meters and are free to refuse these offers.

Thanks rooster47.

Malc

Sarasa

Hi Malc

Title Should Be E.ON COMPLAINT

You kindly replied to me on 11th July. (I don't know if you can see your reply). Anyway, based on your reply we contacted E.ON and they agreed to switch us to the Fix Online v21 tariff which was available when we called the Service Centre on 10th July although it was withdrawn overnight.

However, E.ON switched us instead to the Go Online 1 Year v21 tariff which is more expensive than the one we were looking to switch from! This tariff was only available for a week last year from 16th to 23rd October 2018.

We've written twice to E.ON asking them to rectify their mistake but other than a stock letter about how complaints are handled we've heard nothing. I'm at a loss as to how to get us on the right tariff especially as E.ON have, on the strength of us being on the wrong tariff, increased our DD from £103 per month to £179.

Can you help please?

Thanks, Sarasa

Former_E.ON_Company_Representative:_Malc

Sarasa wrote: »

Hi Malc

Title Should Be E.ON COMPLAINT

You kindly replied to me on 11th July. (I don't know if you can see your reply). Anyway, based on your reply we contacted E.ON and they agreed to switch us to the Fix Online v21 tariff which was available when we called the Service Centre on 10th July although it was withdrawn overnight.

However, E.ON switched us instead to the Go Online 1 Year v21 tariff which is more expensive than the one we were looking to switch from! This tariff was only available for a week last year from 16th to 23rd October 2018.

We've written twice to E.ON asking them to rectify their mistake but other than a stock letter about how complaints are handled we've heard nothing. I'm at a loss as to how to get us on the right tariff especially as E.ON have, on the strength of us being on the wrong tariff, increased our DD from £103 per month to £179.

Can you help please?

Thanks, Sarasa

Hello Sarasa and this is really odd.

As you say, Go Online 1 Year v21 was only available in late October 18. As such, it wouldn't have been shown in the tool our Sales Teams use to switch a customer's tariff when you spoke to us this July. I have to admit, I'm at a loss to explain how the advisor you spoke to managed to put you on a tariff long withdrawn from sale.

You've done the right thing in raising a complaint and I'm sorry there's been a delay in responding. As we've acknowledged the complaint, a Resolution Manager will have been appointed to look after your case. It's best to talk to this advisor and I would suggest contacting us again. Please try the Live Chat service on our website. This is available from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays.

The Resolution Manager will put you on the right tariff from the day you switched, re-bill the account and review the Monthly Direct Debit.

I'm really sorry you've had this experience Sarasa.

Malc

Sarasa

Hi Malc - thank you for your prompt reply. We haven't been given the name of a Resolution Manager. If we phoned or emailed would we be given one?

Thanks again, Sarasa

Former_E.ON_Company_Representative:_Malc

Sarasa wrote: »

Hi Malc - thank you for your prompt reply. We haven't been given the name of a Resolution Manager. If we phoned or emailed would we be given one?

Thanks again, Sarasa

You're welcome Sarasa and, yes, we'll be able to put you in touch with the Resolution Manager. Either immediately or arrange for them to contact you if they're not currently in the office.

As above, try our online Live Chat service. Advisors are available as we speak.

Malc