Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

luv_my_brass wrote: »

My sister has been with Eon for many years, not being online she prefers to pay when she receives the monthly bill. Two years ago, a glitch occurred in the system and she received a letter saying they were sorry she was leaving them. My sister knew nothing about it, and this error has caused her enormous emotional stress, as Eon have not billed her for 2 years, despite many phone calls - it was always 'we're dealing with it'. Now she has received a gas bill for £800. I've told her this is all wrong, it is Eon's fault for messing up in the first place and then not putting it right. i would like to hear from a representative from Eon please. My sister is 82 years old and in very poor health, she does not need this extra stress. :mad:

Hello luv_my_brass and I'm sorry to hear your sister's in poor health.

This sounds like what's known as an Erroneous Transfer (ET). This is when a customer is transferred to or from an energy supplier without their knowledge or agreement. They sometimes happen when meter reference numbers and addresses are mixed up on the national databases. These databases hold details of all energy meters in the country and are used by suppliers when dealing with a change of supplier.

Usually, the supplier taking over will contact the customer affected to introduce themselves. Has she had any contact from another supplier?

If it is an ET, it's best first to contact the supplier taking over. This is because, invariably, when the losing supplier contacts them they claim to have a valid contract. Once established a transfer has been wrongly done, all suppliers have a duty to put it right and return the account to the original supplier as though it had never been away. The supply period and billing will be continuous. The company wrongly taking the supply will cancel all bills and charges. Has your sister received any bills or made payments to another supplier?

ETs can take a time to sort out. Two years seems extraordinary and I certainly wouldn't have expected that. We've a specialist team who deal with ETs and these are the people to talk to here. Please contact us and ask to speak to the Erroneous Transfer team.

The rules Gerry1 mentions are about Back-Billing and form part of the 'Code of Practice for Accurate Bills.' These rules apply in certain circumstances where we've failed to bill accurately. Where we're at fault, we cannot charge for any unbilled energy used more than 12 months from the point the problem was fixed. Once the ET has been fixed, it's certainly worth asking about the Back-Billing rules and if they apply.

As your sister is 82 and in poor health, please make sure she's on our Priority Services Register. This lets us give free support and advice to vulnerable customers

Do you have permission to look after the account on your sister's behalf? If not, there's a Letter of Authority on our website that can be downloaded and sent to enable you to look after the account for her. This only needs doing once and will make it easier for you to talk to us about this issue.

Sorry for all the questions luv_my_brass and if my speculation is off track.

Malc

Former_E.ON_Company_Representative:_Malc

metrobus wrote: »

Yet another misleading letter from them telling me I agreed to have a smart meter installed although the terms for my tariff fix online v16 tells me otherwise.

Was 1/2 through phoning the 03332024832 # to tell them but thought why should I waste my time.

Hello metrobus and I'm sorry you're still receiving letters with the wrong information.

As above, this is something I've raised again. Please ignore the letter. The information I posted in my earlier reply to you in this thread (#1373 on 30 August 19) still holds. With Fix Online v16, you've only agreed to be contacted about smart meters and can turn down our offers to fit them whilst staying on this tariff.

No need to phone us. As I say, please ignore the letter.

Thanks metrobus.

Malc

Former_E.ON_Company_Representative:_Malc

Nitwit wrote: »

I've just submitted an application to change to E.ON through the Energy Club and it went through without a hitch. It might be worth trying again, if you haven't already. £25 cashback is £25!

Nice one Nitwit. Glad it all went through okay and welcome to E.ON.

Malc

Former_E.ON_Company_Representative:_Malc

ollie88 wrote: »

i was an existing customer and rather than moving i switched to "Fix Online v31" nothing on their website says its smart meter only "We'll contact you to offer a free smart meter installation if eligible." & "We may contact you at any time to offer you a smart meter.".

I contacted eon today and was told i have to have a smart meter because its mandatory and they sent letters out to all existing customers back in march (i did not get any letter).

I tried to raise a complaint and speak to a manager but was told the manager closed the complaint due to "business decisions" and would not be talking to me or looking into the complaint. I was told to either go onto a variable rate or leave.

ollie88 wrote: »

This is very interesting indeed, it pretty much disagree with everything i've been told on the phone.

You said to ignore the messages but i was told on the phone if i ignore them after 3 months i will be charged a £60 fee and moved onto the variable rate plan.

If customers like myself or ppyim call back up and speak to someone what can we do if the person we speak to sticks to the same thing they are saying and the supervisor refuses to take a complaint?

Hello ollie88 and I'm sorry you've had such poor experiences when talking to us.

As per some of my earlier posts on this thread about our Fix Online tariffs, you've only agreed to be contacted about smart meters. Smart meters are optional and you can turn down our offers to fit them and stay on the tariff. There's no need to move to a variable tariff or leave if you don't want to. The relevant T&C is section 11.1 as follows.

With this tariff you agree to be contacted during the tariff term for the installation of a smart meter.

Back in March we had products on sale that did require smart meters fitting as part of the tariff terms. Following customer feedback, we changed this policy and introduced different tariffs with the term above. The March communications don't and never have applied to Fix Online v31 and, to be honest, I don't understand why our advisor would mention them. They're not relevant to your tariff at all.

Similarly, I'm baffled by our comment about charging exit fees (£60) after 3 months. Exit fees only apply when changing supplier outside of the renewal period. They certainly don't apply when moving from one E.ON product to another. Neither will you be moved from Fix Online v31 before the end date unless you tell us to do this.

I totally accept our messaging is out of date and this is something I'm chasing. There's no need to contact us about smart meters unless you want them.

Sorry again for the poor experiences ollie88 and for the wrong information you've been given.

Malc

Former_E.ON_Company_Representative:_Malc

liviboy wrote: »

Hi Malc,

I posted this a few days on the other thread but in case it got lost or is more suited to here:

Quote:

Are you also upgrading customers who have since left EOn?

I.e. - They had EOn Smart Meters installed when they were customers but have since switched away to save money?

Clarification on this would be appreciated :-)

Hello liviboy and I've just replied to your post on the other thread you mention. It's at the following link.

https://forums.moneysavingexpert.com/discussion/5948760/eon-smart-meters&page=6

The answer is no,[FONT=&quot] we won't be upgrading smart meters where customers are now with another supplier.[/FONT] [FONT=&quot]We're only able to do these upgrades where we have control of the meters. Once a customer switches away, we lose control of the meters as this is taken over by the new supplier. Please talk to your current supplier about their plans to upgrade your existing meter.[/FONT]

[FONT=&quot]Thanks [/FONT][FONT=&quot]liviboy.[/FONT]

[FONT=&quot]Malc[/FONT]

Former_E.ON_Company_Representative:_Malc

SnowMan wrote: »

That's a useful clarification. Thank you.

The wording is also the wording for Fix Online Exclusive v10.

I mentioned earlier that your customer services had confirmed I was only agreeing to be contacted and I could say 'no' when contacted and still remain on that tariff, so the message has got through to some of your customer services at least.

In the 'thanks for switching to us' letter I have also been sent there is a question So again fine.

But there is also a section on that same communication that says
I think that communication needs to be updated to say, we can book you an appointment, not we will book you an appointment.



I don't have any problem with EON making smart meters compulsory for a tariff by the way, but where they are compulsory then that needs to be clearly and consistently stated from the initial signing up.

Hello SnowMan and I think our posts crossed yesterday.

I agree, clarity and consistency are vital. I've raised this here and will continue to press for our communications to match the tariff T&Cs.

Thanks SnowMan.

Malc

ollie88

E.ON_Company_Representative:_Malc wrote: »

Hello ollie88 and I'm sorry you've had such poor experiences when talking to us.

As per some of my earlier posts on this thread about our Fix Online tariffs, you've only agreed to be contacted about smart meters. Smart meters are optional and you can turn down our offers to fit them and stay on the tariff. There's no need to move to a variable tariff or leave if you don't want to. The relevant T&C is section 11.1 as follows.

With this tariff you agree to be contacted during the tariff term for the installation of a smart meter.

Back in March we had products on sale that did require smart meters fitting as part of the tariff terms. Following customer feedback, we changed this policy and introduced different tariffs with the term above. The March communications don't and never have applied to Fix Online v31 and, to be honest, I don't understand why our advisor would mention them. They're not relevant to your tariff at all.

Similarly, I'm baffled by our comment about charging exit fees (£60) after 3 months. Exit fees only apply when changing supplier outside of the renewal period. They certainly don't apply when moving from one E.ON product to another. Neither will you be moved from Fix Online v31 before the end date unless you tell us to do this.

I totally accept our messaging is out of date and this is something I'm chasing. There's no need to contact us about smart meters unless you want them.

Sorry again for the poor experiences ollie88 and for the wrong information you've been given.

Malc

Thanks for your reply Malc that does really help clear things up. The more concerning thing is that i opened an complaint and requested to speak to a manager and was told after 5 minutes on hold the supervisor would not be speaking to me and the complaint had been closed due to Business decisions, sounds like the managers/supervisors need a wee bit more training :rotfl:

AndyCF

Serious question:

Although for prepay clients the EC level varies if its smart or not, have EON considered an advanced step on this ? This is easier to actually explain with a legacy type of setup, bear with me:

Its typically £5 EC with nearly all suppliers (EU requirement?) , now if you live more than x miles from the nearest outlet most suppliers will give a little bit more, I'm reasonably confident (read it somewhere) that EON also does this. Unsure on figures it does not matter actually, if I had to guess I'd say it would go from default 5 to 8 or 10. Talking here about people who are 'miles from anywhere' out in the sticks etc etc who might genuinely get snowed in or suchlike or only have one outlet that's miles away. This practise is as I understand it (extra EC for those like this) is reasonably standard with most suppliers.

My suggestion: Allow clients to set -within reason- their own EC level, this has -nothing- to do with smart meters where you can transfer the balance between them. Client must pay -in advance- the extra sum or all the EC. For instance taking the above default of £5:

Client would prefer EC of £10 , so they pay EON either the 5 or the total of 10. This is kept as goodwill and returned / credited if the client ever leaves. In return EON sets their EC to the specified sum.

Within reason: Personally I'd say up to 25 or 30. I do realise some offer 20 anyway. As the company will already be in possession of the monies, there is no danger of loss of revenue.

Would I do it ? On a personal level: For electric probably not for gas likely a small change yes. I'd be quite happy to send them £5 to have the EC changed from 5 to 10 for that. Elect I'm not fussed about.

As I say this is a serious suggestion.

Former_E.ON_Company_Representative:_Malc

ollie88 wrote: »

Thanks for your reply Malc that does really help clear things up. The more concerning thing is that i opened an complaint and requested to speak to a manager and was told after 5 minutes on hold the supervisor would not be speaking to me and the complaint had been closed due to Business decisions, sounds like the managers/supervisors need a wee bit more training :rotfl:

Glad my reply was useful ollie88 and take on board what you say about training.

Malc

MoneyMate

Just got my first feedback for gas usage since installation of smart meters on 1st August 2019.
01/08/2019 99999 Meter Reader Not used for billing.
Should the meter start 99999?
Electric has started at 0. with frequent info
27/09/2019 312 Smart Meter Day / Rate 1 Not used for billing
27/08/2019 144 Smart Meter Day / Rate 1 Not used for billing
01/08/2019 0 Meter Reader Day / Rate 1 Not used for billing :beer: