Eon energy reviews: Give your feedback

Sanspeur_1946

I had a smart meter fitted in August 10 days after I paid my last bill.When I got my latest bill I was charged for 4136 kilowatt hours for 10 days. There are 2 of us living in the house both over 70.I normally use less than 6000 kilowatt hours for the whole year so if anyone has a smart meter fitted take photos of the old meter readings before they are removed

DefJef

Switching has been a nightmare from Avro to Eon as part of the Big Switch. Eon occasionally send me emails saying the switch has stopped. They are VERY slow to respond to any reply emails. Avro, on the other hand have been very quick to respond via email and Facebook and constantly say they have no objections to the switch and are awaiting an application from Eon to do so.

I simply cannot get through to either of them on the telephone even after 30 minutes of hanging on the line and Eon's Live Chat can neither access the required information nor request a call back. Hence I have started a complaints procedure. Interestingly they are able to call me once that's started! But I must wait up to seven days for a call. They are clearly inundated with complaints.

To sum up, neither Eon nor Avro can be contacted by phone, Avro reply to my emails quickly and Facebook messages very quickly. They have no Live Chat.

Eon reply to nothing very quickly. If at all. And when they do it makes no sense.

DefJef

I similarly get the THAT'S BLOWN IT! message on their website. Been like that for two weeks. They say they are fixing it but they are not. I can guarantee I can go there now and blow it again.

Former_E.ON_Company_Representative:_Malc

PennineAcute wrote: »

I have just started teacher training and am awaiting my student money to come through. In the meantime, I have had to sign off, so living off what little savings I have, with are disappearing quickly.

Two weeks ago, I realised that if my student money did not come through quickly, I would be struggling to pay my EON direct debit on the 16th. I contacted them to explain and was told that if it bounced, it would be represented today (23). If that failed, then my account would move to montly payment cash payment and there would be a slight increase in my SC and UP. I could then set up the direct debit again, when my money came through.

No problem I thought, and after realising that if my EON DD went out today, I would really be struggling, I cancelled the DD. As things stand, with payments already taken and elec used, I am £20.71 in credit.

Today I receive an email from EON saying that they had received notification that my DD had been cancelled and my SC would change from 20.37p to 24.728p and my UP would change from 13.766p to 14.753p.

They mentioned two dates

1) "Your fixed monthly direct debit will be cancelled on 4th November"



2) "If your new payment arrangement is not set up, from 31st October, you will need to pay your future bills within 14 days of receiving them"

I could not work out which date my new rates would be applicable, as I wanted to give meter readings for the day before, so EON would not have to estimate my starting usage for the new rates.

Foolishly, I decided to phone EON to get some advice. 37 mins and 14 seconds later, I was still non-the-wiser, as I eventually told that my rates would not change, even though my DD is no longer active.

So EON, you are now contradicting yourself and leaving me very confused.

I am not avoiding payment, just struggling until Student Finance England can pull their fingers out and pay me.

PennineAcute wrote: »

So after a chat with Web chat - they have confirmed what the email says.

However, I was told that it would only be my standing charge that would change and not my Unit Price - then went on to give me a different UP.

These match what the email says, but I wish they could get their facts straight.

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Chat Start Time : 2019-10-23T19:10:58 Chat Duration : 14 minute(s) 13 second(s) Subject : RES_PaymentsDirectDebit

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2019-10-23T19:11:05 E.ON : Hello, what can we help you with today? It'll just take a moment while we send your message to the next available advisor, then we'll be ready to chat.
2019-10-23T19:11:18 Ciaran : Good Evening, my name is Ciaran, I hope you are well, how is it I can help you ?
2019-10-23T19:11:25 Andy Littlewood : Hi
2019-10-23T19:11:38 Andy Littlewood : (Withheld person information)
2019-10-23T19:11:54 Andy Littlewood : Can you please help me with an account query 2019-10-23T19:12:04 Ciaran : Yes what is the query ?
2019-10-23T19:12:46 Andy Littlewood : I have previsouly chatted to you and today I have stopped my DD, unitl my student money comes through
2019-10-23T19:13:21 Andy Littlewood : I have recieved an expected email from you informing me of my new tariff rates, due to no longer paying by DD
2019-10-23T19:13:36 Ciaran : Yes i can see the note from earlier today when you called
2019-10-23T19:13:38 Andy Littlewood : I am trying to find out what date my new rates start
2019-10-23T19:13:51 Andy Littlewood : The email does not say
2019-10-23T19:14:06 Ciaran : The standing charge will increase from the day the DD was canceled
2019-10-23T19:14:25 Ciaran : So yesterday
2019-10-23T19:15:20 Andy Littlewood : And when I set up the DD again, it will revert back to my original rates?
2019-10-23T19:16:28 Ciaran : Yes back to the lower standing charge price
2019-10-23T19:17:16 Andy Littlewood : Thank you for your help, as the person I spoke to on the phone said my rates would not increase. I knew this to be wrong info, so I thank you for giving me the correct info
2019-10-23T19:17:32 Ciaran : What you pay per unit will not change
2019-10-23T19:17:37 Ciaran : as its a fixed rate
2019-10-23T19:17:58 Ciaran : Its the standing charge price that will increase just while the DD is not in place
2019-10-23T19:18:35 Andy Littlewood : Can you tell me what the new standing charge rate will be please?
2019-10-23T19:19:31 Ciaran : 09/07/2019 00:00:00 12/07/2019 00:00:00 Fix Online Exclusive v4 Elec Only UR (Fix Online Exclusive v4) Standing Charge (Days) 23.550 Normal (kWh) 14.050
2019-10-23T19:19:38 Ciaran : This was your costs prior to you having the DD
2019-10-23T19:19:50 Ciaran : So should be as seen above
2019-10-23T19:19:58 Ciaran : 13/07/2019 00:00:00 08/07/2020 00:00:00 Fix Online Exclusive v4 Elec Only UR (Fix Online Exclusive v4) Standing Charge (Days) 19.400 Normal (kWh) 13.110
2019-10-23T19:20:16 Ciaran : This is what they were with a DD in place
2019-10-23T19:21:26 Andy Littlewood : Brilliant thankyou Can I give you a meter reading for yesterday please.
2019-10-23T19:21:55 Ciaran : Yes you can indeed, do you want a bill created or just the read added to the account
2019-10-23T19:23:19 Andy Littlewood : Just a read, so you can accurately start my new reading without estimating. The reading is 6256
2019-10-23T19:24:00 Ciaran : Okay perfect
2019-10-23T19:24:07 Ciaran : I have added that for you
2019-10-23T19:24:23 Andy Littlewood : Many thanks. You have been very helpful
2019-10-23T19:24:58 Ciaran : Its been a pleasure chatting with you and I hope you have enjoyed using Live Chat to communicate with us today. Thank you very much for your time, all the best ��

Hello PennineAcute and I'm sorry you've been given conflicting information.

Totally understand the need to be flexible with payment arrangements to suit different circumstances and we try to help with this. The email you received was right. When Direct Debits are cancelled, unless the customer is in touch to set up another arrangement, they're moved to payment on receipt of the bill. As the email advised, this will mean both higher daily standing charges and unit prices.

This change takes place 10 working days after cancellation. This is for both the daily standing charges and unit prices - the November date in the email. This is all automated and the earlier date mentioned is the latest we can set up a new arrangement to stop the above kicking in.

It used to be, payment by Direct Debit meant lower standing charges only. This was changed awhile back to the above so it looks like a re-brief is needed. I'll sort this.

Depending on the timings, there could be a way to do what you want and keep the lower prices. You could set up a Monthly Direct Debit and alter the collection date. This date can be set between 1st and 28th. Not sure if that would give enough time for you to receive your student money. This can be done through your online account.

Alternatively, you can have a Variable Direct Debit. These collect payment in full 14 days after the bill date. Again, not sure if this would be suitable as it will depend on when the next bill is due and whether the money is there. You'll need to call us to set up a Variable Direct Debit as this is not something that can be done online.

Both the above will mean you stay on the lower prices. Please ignore if these aren't suitable.

Another thing I'm not sure was explained to you. When you give us readings outside of the billing window (14 days either side of the next bill date for quarterly billed customers), they're registered on the account only and not used for billing. This helps when estimating. To make sure actual readings are used when the prices change, it's best to pop in readings on the day and request a bill. You can do this online through the Real Time Billing tool on our website.

Sorry again for the conflicting advice PennineAcute and good luck with your studies.

Malc

Former_E.ON_Company_Representative:_Malc

tizwoz46 wrote: »

Hi,
I'm looking to change to Eon's Fix Online Exclusive V.12.
Does anyone know if I have to have a smart meter fitted? (Don't want one!)

Hello tizwoz46 and thanks for your interest in Fix Online Exclusive v12.

With this tariff, you don't have to accept smart meters if you don't want them. You only need to agree to be contacted about them. Smart meters are optional and you can turn down our offers to fit them and stay on your chosen tariff. The relevant T&C is section 11.1 which says the following.

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

This tariff is for new customers only and is available through Price Comparison sites like MSE's Cheap Energy Club and uSwitch. If you pop your usage in kWh on to such sites, you'll see the options available both with us and with the other suppliers. It's not available on our website.

Hope this explains tizwoz46.

Malc

Former_E.ON_Company_Representative:_Malc

Sanspeur_1946 wrote: »

I had a smart meter fitted in August 10 days after I paid my last bill.When I got my latest bill I was charged for 4136 kilowatt hours for 10 days. There are 2 of us living in the house both over 70.I normally use less than 6000 kilowatt hours for the whole year so if anyone has a smart meter fitted take photos of the old meter readings before they are removed

Hello Sanspeur 1946 and welcome to the Forums.

That's certainly a lot of usage for the time involved and I can understand the shock of receiving an unexpected bill. Were previous bills before the meter exchange estimated? If they were, you might've received a catch-up bill now we've accurate meter readings.

Catch-ups usually come about after a series of estimated bills where charges have been lower than the energy used. They can also give a bit of a false picture as they lump more usage than would be expected into a shorter period of time. Your new smart meter will stop this happening in future as it'll send us readings automatically so you don't have to.

When the meter was changed, our technician will have made a note of the closing readings on the old meter and the opening readings on the new one. They often put these on a tag and tie it to or near the meter.

Make sure we've billed from the readings on the last bill up to the right closing readings on the old meter; and then from the right opening readings on the new meter up to the latest readings.

Please contact us if any of this hasn't happened. The Live Chat service on our website would be a good way to go. We've advisors online from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays. The latest reading would be helpful too.

Once we've made sure the charges are right, we'll be happy to look at spreading the balance over a more manageable period. Again, our Live Chatters can do this for you.

As you're over 70, make sure we've put you on our Priority Services Register. This lets us provide free support and advice for customers of pensionable age or with disabilities. This includes, where eligible, the Warm Home Discount payment. There's more about all this on our website including an application form for Warm Home Discount. Please ignore if you already know this stuff.

Hope this helps point you in the right direction Sanspeur 1946.

Malc

Former_E.ON_Company_Representative:_Malc

DefJef wrote: »

Switching has been a nightmare from Avro to Eon as part of the Big Switch. Eon occasionally send me emails saying the switch has stopped. They are VERY slow to respond to any reply emails. Avro, on the other hand have been very quick to respond via email and Facebook and constantly say they have no objections to the switch and are awaiting an application from Eon to do so.

I simply cannot get through to either of them on the telephone even after 30 minutes of hanging on the line and Eon's Live Chat can neither access the required information nor request a call back. Hence I have started a complaints procedure. Interestingly they are able to call me once that's started! But I must wait up to seven days for a call. They are clearly inundated with complaints.

To sum up, neither Eon nor Avro can be contacted by phone, Avro reply to my emails quickly and Facebook messages very quickly. They have no Live Chat.

Eon reply to nothing very quickly. If at all. And when they do it makes no sense.

DefJef wrote: »

I similarly get the THAT'S BLOWN IT! message on their website. Been like that for two weeks. They say they are fixing it but they are not. I can guarantee I can go there now and blow it again.

Hello DefJef and welcome to the Forums.

I'm sorry you're struggling to join us as well as having difficulties contacting an advisor and using our website.

Usually, suppliers object to a move where there's an outstanding balance or an issue with the meter details. With Avro saying they've no objection, I suspect the problem is with the national database. These databases hold details of all the meters in the country and suppliers use them when putting through a switch. A discrepancy here can lead to an objection.

Please ask Avro to check the details on their account and in your property match those on the relevant database. In particular, the meter type and serial number (from the meter itself and not any paperwork). Also, make sure the address is consistent with that used by the Royal Mail. If changes are needed, only the current supplier is allowed to request the databases to do this. Once updated, please ask us to try again.

I'm sorry you've been having so much trouble talking to us. We've been expanding both our phone and Live Chat teams recently to help reduce waiting times. Whilst our Live Chatters won't be able to put through a change of supply (they don't have the required access), they will be able to give you information and put you in touch with the right team.

Not sure why you're receiving the 'that's blown it' message on the website. We've had issues in the past and these have been fixed. I've just tried logging in and all's okay at the moment.

Sorry again you've had such a poor experience with us DefJef and if any of my speculation is off track.

Malc

Smodlet

To PennineAcute, I am sorry you have had this experience but please, think before you cancel DD's to any supplier as doing so can adversely affect your credit record, to say nothing of losing you your relatively favourable rates from your energy supplier.

Malc, please correct me if I am wrong but I am fairly sure I read this on this site all the time. I really hope Eon can be persuaded to make an exception in this circumstance; I would ask, were I you, PennineAcute.

NPower were relatively amenable to reasonable requests; so far, I have found Eon less so. In fact, it is like talking to robots on the phone by comparison. Malc really does seem to be the human face of the company which is why I believe his presence here has such value. Eon really need to step up their game on the customer service front, imho.

PennineAcute

Smodlet wrote: »

To PennineAcute, I am sorry you have had this experience but please, think before you cancel DD's to any supplier as doing so can adversely affect your credit record, to say nothing of losing you your relatively favourable rates from your energy supplier.

Malc, please correct me if I am wrong but I am fairly sure I read this on this site all the time. I really hope Eon can be persuaded to make an exception in this circumstance; I would ask, were I you, PennineAcute.

NPower were relatively amenable to reasonable requests; so far, I have found Eon less so. In fact, it is like talking to robots on the phone by comparison. Malc really does seem to be the human face of the company which is why I believe his presence here has such value. Eon really need to step up their game on the customer service front, imho.

Hi Smodlet. On my initial phone call, I asked what would happen if I canceled it myself, and they said nothing, as it the represented DD failed, their system would cancel it anyway.

The only downpart is that as from 4 November, my SC and UP rise. Been in touch with them since, and I can set up the DD again from the 4 November.

Although some of the EON people have told me incorrect info, on the whole, I cannot fault EON with the way it has been handled. They have listened and gone out of their way to help

Zog on the other hand have been a nightmare. Had to make sure there was money in for their DD, otherwise they were going to hit me with late payment charges. I understand they are running a business, but there has to be some leaway.

Edit
____
Re credit check. Good point, but would assume that this would be the same as me asking to move to paying cash instead of DD.

As soon as I get my money through, they can have my £30 from the missed DD, if they really want it.

johnson293

E.ON_Company_Representative:_Malc wrote: »

The T&Cs on many of our tariffs have been changed of late to take away a bit about agreeing to have smart meters fitted. Our messaging is lagging behind and is something I've raised here with a request for these automatic messages to be updated. Please ignore these texts.

Thanks again for joining us johnson293 and I'm sorry you've been receiving unwelcome messages. As above, please ignore them if you don't want new smart meters.

Malc

Its not just the text messaging that lagging behind, as I received another letter through the post last week from E.on once again advising that I'd agreed to have smart meters fitted as part of my tariff.

It of course went straight in the recycling. :mad: