Eon energy reviews: Give your feedback

luv_my_brass

E.ON_Company_Representative:_Malc wrote: »

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

It seems my sister did receive letters at her address, but with someone else's name on them. She did not know who the letters were intended for so wrote on them 'not known at this address' and sent them back. Then she received the letter from E.on about her leaving them. After she contacted E.on about this mistake, she assumed E.on would be dealing with it. They haven't. I will ask her about handling her account, but all she wants is for everything to go back to the way it was. None of this is of her doing, and she does not deserve this stress.

Tigertone2000

Hi
Just wanted to say thanks to 'E.On Company Representive Malc' for clarifying the position re. E.ON customers and Smart Meters. I've been receiving texts and letters from E.On saying I agreed to have smart meters fitted (I'm on Fix Online v.16) and getting increasingly worried as I simply don't want them at this time (maybe I'll reconsider when all the current issues are ironed out). To date, I'd simply ignored them but thought I'd eventually have to give in. Now, having read up on this forum, I know I'm OK to continue ignoring them!
I did consider contacting E.On in an attempt to stop their badgering me but other forum users' experiences suggest that's pointless and might only cause more aggro so it's back to the 'simply ignore them' strategy!

Kitchen_Sink

Tigertone2000 wrote: »

Hi
Just wanted to say thanks to 'E.On Company Representive Malc' for clarifying the position re. E.ON customers and Smart Meters. I've been receiving texts and letters from E.On saying I agreed to have smart meters fitted (I'm on Fix Online v.16) and getting increasingly worried as I simply don't want them at this time (maybe I'll reconsider when all the current issues are ironed out). To date, I'd simply ignored them but thought I'd eventually have to give in. Now, having read up on this forum, I know I'm OK to continue ignoring them!
I did consider contacting E.On in an attempt to stop their badgering me but other forum users' experiences suggest that's pointless and might only cause more aggro so it's back to the 'simply ignore them' strategy!

This may assist you

...Ms B, has told This is Money how she has been bombarded with letters from Eon, encouraging her to have a smart meter installed.

After the letters become relentless, Ms B contacted Eon multiple times, both by phone and letter, complaining about the sheer amount of marketing they were sending her - and making it clear that she did not want a meter installed.

However, it wasn't until last month that she received a letter confirming receipt of her complaints.

The letter she received from Eon advised her they would stop sending letters for just three months before marketing would resume yet again, claiming that opinions and circumstances can change.

At the bottom of the letter, Eon advise her to 'disregard any future correspondence' – the precise issue that Ms B is complaining about.

Although Ms B replied to say that she would never want a smart meter – and that, should she ever change her mind, she would contact them herself – the decision was final.

An Eon spokesman said: 'We're obliged to install smart meters for our customers as part of the Government led nationwide upgrade programme and to support our commitment to Ofgem.

'While the obligation to install smart meters is mandated, we make it clear to all our customers that if they don't want a smart meter at this time, they can contact us as stated in Ms B's letter.

'We firmly believe in the benefits smart meters bring to customers.'
However, it is still up to the homeowner whether they have a smart meter fitted or not - no matter how much marketing will try and persuade them otherwise.

An Ofgem spokesperson said: 'For those who do not yet have a smart meter, it is up to them whether they want to have one installed.'
Whilst the law may change in the future, for now, members of the public who do not wish to have a smart meter, are still entitled to refuse the service and Ofgem confirmed that energy companies should respect their wishes.

Suppliers need to consider the customer's preferences, contact history and reasons for not previously accepting a smart meter if they are looking to contact a customer again.
...

https://www.thisismoney.co.uk/money/bills/article-6565209/The-problems-people-dont-want-smart-meters-encountering.html
(my highlighting)

TREVORCOLMAN

I applied to switch to EON via QUIDCO 10 Oct (1 week) ago but had nothing at all yet.

Not even an initial email from EON?

David_e

Kitchen_Sink wrote: »

This may assist you

https://www.thisismoney.co.uk/money/bills/article-6565209/The-problems-people-dont-want-smart-meters-encountering.html
(my highlighting)

Interesting! I rang the EON helpline this morning and was told that smart meters are mandatory on the tariff I have applied for.

luv_my_brass

I can understand how useful it is to the Suppliers for customers to have Smart Meters as I understand the customer's consumption is automatically read by the Provider. But I have heard that there is not a 'universal' smart meter recognised by all Providers, and that when a customer changes to another Provider, the smart meter has to be changed as well. Also I have heard that these meters are not, in fact, 'free', but are paid for via increased charges for gas/electricity. I would be interested in learning the truth about these allegations please.

Gerry1

All true. It's been a bodged project from the start.

The original smart meters (SMETS1) went dumb when customers switched; the latest version (SMET2) should stay smart. Some SMETS1 may be upgradable via a software update but others will have to be physically replaced. The cost per household is about £475, and if customers change their usage patterns they may save about £11 per year. But that drops to about £7 if the In-Home Display is left plugged in.

Moe5008

I am thinking of switching to Eon from Shell but am entitled to warm energy scheme will i be able to get this next payment or will switching take too long to register for it with you. My MSE quote is less than going yhrough Eon site so concerned that MSE quote would not be recognised. Ideally like to speak in person over the phone.

Former_E.ON_Company_Representative:_Malc

AndyCF wrote: »

Thank you. That's all I ask. As per my suggestion it be chargeable/paid in advance and returned if the client left so there's no loss to the company with this. They would in theory gain as it would gain interest sat in some account somewhere :rotfl:

Eclipse (I think it was that software - does not matter - its not really relevant) it was adjustable anyway per key/client but this is well beyond the realms of this topic. As I say as long as the initial suggestion was read/digested its perfectly fine.


Thanks Malc. It was in a way but it was things (I myself) was already aware of however: There are likely a few people who read it who did gain something , so it was well worthwhile it being posted in an 'easy to read' format. So I thank you for posting it. :cool:

No worries AndyCF. Happy to pass on anything like this.

I suspected you were aware of the information I posted. As you say, wherever possible, we try to frame replies to help/guide others reading threads or maybe doing internet searches looking for specific information.

Thanks again for your suggestion AndyCF.

Malc

Former_E.ON_Company_Representative:_Malc

luv_my_brass wrote: »

Any chance of a response from E.on please?:(

luv_my_brass wrote: »

It seems my sister did receive letters at her address, but with someone else's name on them. She did not know who the letters were intended for so wrote on them 'not known at this address' and sent them back. Then she received the letter from E.on about her leaving them. After she contacted E.on about this mistake, she assumed E.on would be dealing with it. They haven't. I will ask her about handling her account, but all she wants is for everything to go back to the way it was. None of this is of her doing, and she does not deserve this stress.

Hello luv_my_brass and thanks for coming back to me.

Yes, this definitely sounds like an Erroneous Transfer. Please follow the advice I gave in my earlier reply and start by contacting the supplier who has taken your sister's account by mistake. After this, please speak to our specialist Erroneous Transfer team.

Once the wheels are in motion, your sister's account should be returned to us as if it had never been away.

Thanks luv_my_brass.

Malc