Eon energy reviews: Give your feedback

Smodlet

E.ON_Company_Representative:_Malc wrote: »

Hello Smodlet and don't worry. We don't try to change your monthly payments each time you enter meter readings. The online messages you see are recommendations only and are based on the information we have at that specific time.

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 the daily consumption for each month and are generated by using all the usable meter readings for the past 12-18 months. The more readings given, the more accurate the ADC.

Payments are reviewed quarterly and, if necessary, changed only at the 6 and 12 month points. At the other times, we'll let you know if we think a change is needed and leave it up to you to make any amendments. Our aim is to achieve as near as possible to a zero balance by the annual payment review.

As Monthly Direct Debits are based on past usage, they're only ever estimates of future consumption as we realise circumstances change. As above, these predictions improve the greater the frequency of readings. Smart meters help here as these can increase the amount of actual readings on accounts.

The online Direct Debit Manager I mentioned to PennineAcute earlier is designed to help customers take more control of these arrangements. Through this tool, they can react to significant events like a major lifestyle change or a particularly harsh winter and amend their payments to suit.

Overall, we try to prevent too much credit or debit building up as we aim for zero balances. Generally, the longer customers are with us and give regular readings, the more accurate payment arrangements ultimately are.

Hope this is of interest Smodlet. Please let me know if you need any more details as happy to help.

Malc

Thank you, Malc, this is a great help and I apologise for the exaggeration; it does not change the DD amount, it just tries to get me to do it, which I shan't, so there! My aim is to achieve a near zero balance when my tariff ends, as well.

So the bots that be might decide to increase my DD 6 months in, at the end of January (by which time, the WHD may be paid) Forewarned is forearmed but, by then, we shall know what kind of a winter we have and I will be able to make a one-off payment or increase the DD as I choose. This is really useful information, thank you.

As to ADC's I always, without fail, gave nPower monthly meter readings; sometimes more often. I have been giving bi-monthly readings since I switched to Eon so imagine there is no excuse for inaccuracy. I have even had one visit from a meter reader, whose reading was "not used for billing", according to my account, presumably because it was in line with all of my readings.

Gotta say, your meter reader was a star, Malc. Very few people establish an instant rapport with me to the extent he did. He seemed to share my dry sense of humour. If I can bore you, it went something like this:

Me: Kettle's just boiled.

Meter Reader: Oh, good.

OH: Would you like a cuppa?

MR: Unfortunately, I haven't got time. <Reads gas meter as I sidle out the door> I'm supposed to pester you about smart meters.

Me: I know, that's why I'm exiting stage right.

MR: Darn it, I've failed again!

Me <to OH> I like him, he can come again...

Maybe you had to be there.

fredwnelson

I have now switched from Eon. Having been advised by Eon my E18 tariff was being withdrawn I asked the Simpler Metering team for help. Their solution was an offer that according to their figures would increase by bills by more than £450 annually
A circular argument given for the withdrawal of E18 was that the meters were no longer manufactured and spares would soon no longer be made. Later in my talks with them I was told my meters could not be changed to SMART meters because I was not eligible
So I could not have SMART but my current meters were obsolete!
Overall an unsatisfactory end to a 20 year association with Eon

luv_my_brass

We can only presume that the transfer did not actually go through and that my sister did not pay anything to the new Provider as she paid by cheque every month on receipt of a bill from E.on. She has not been receiving a bill from anyone and this has been a contributory factor to her stress as she has been terrified of the build up to an extremely large bill. She has tried to find out what was happening and all she got from E.on was 'we're dealing with it' - for two years!
I contacted E.on via 'chat' giving all the details and got nowhere, in fact the chat person ended the session with a touch of sarcasm by giving me a help line to ring - it turned out to Calor Gas. Very amusing. :mad:
I am now planning on going to the Ombudsman.

Former_E.ON_Company_Representative:_Malc

Greenenergy wrote: »

Had this back about my smart meter wording complaint today - needless to say I’ll be referring to the regulator :

The tariff you are on with Eon, is subject to acceptance of being contacted to have a smart meter installed. This term is part of the tariff conditions when you agree this plan, this is why we are communicating the many benefits of smart to you now.
If this isn’t something you don’t want at this time, this is fine. If you could confirm the reason you wouldn’t like to have a smart meter at this time I will ensure we record this reason on your account.

As tariffs and terms and conditions are a business decision we've registered your dissatisfaction and marked this matter as closed.

Greenenergy wrote: »

Ha there might be but I am not a company ! That is verbatim from eon . They know the wording is misleading as they are sending out messages that say “ when you signed up to your energy tariff you agreed to have a smart meter fitted “ which is nothing like what the contract actually says - shocking that they consider the case closed . As mentioned I’ll be getting the deadlock and referring to ombudsman , I hope others will do the same .

Hello Greenenergy and as per my comments on another thread, I've relayed your posts to those here responsible for the communications we're sending about smart meters.

Customers give a variety of reasons as to why they turn down smart meters and we ask about these so we can better understand the overall objections to the roll-out.

I'm sorry our response doesn't resolve your complaint Greenenergy.

Malc

Former_E.ON_Company_Representative:_Malc

Smodlet wrote: »

Hi, Greenenergy (is there not a provider with that name?)

Is what you wrote verbatim because I interpret it as a double negative? I would not put this past Eon at all, having seen the standard of their written communications when you switch to them.

"If this isn’t something you don’t want"??? Ergo it is something you do want...

At this moment in time, I would not put anything past Eon; no wonder they need the online presence they have.

Smodlet wrote: »

Thank you, Malc, this is a great help and I apologise for the exaggeration; it does not change the DD amount, it just tries to get me to do it, which I shan't, so there! My aim is to achieve a near zero balance when my tariff ends, as well.

So the bots that be might decide to increase my DD 6 months in, at the end of January (by which time, the WHD may be paid) Forewarned is forearmed but, by then, we shall know what kind of a winter we have and I will be able to make a one-off payment or increase the DD as I choose. This is really useful information, thank you.

As to ADC's I always, without fail, gave nPower monthly meter readings; sometimes more often. I have been giving bi-monthly readings since I switched to Eon so imagine there is no excuse for inaccuracy. I have even had one visit from a meter reader, whose reading was "not used for billing", according to my account, presumably because it was in line with all of my readings.

Gotta say, your meter reader was a star, Malc. Very few people establish an instant rapport with me to the extent he did. He seemed to share my dry sense of humour. If I can bore you, it went something like this:

Me: Kettle's just boiled.

Meter Reader: Oh, good.

OH: Would you like a cuppa?

MR: Unfortunately, I haven't got time. <Reads gas meter as I sidle out the door> I'm supposed to pester you about smart meters.

Me: I know, that's why I'm exiting stage right.

MR: Darn it, I've failed again!

Me <to OH> I like him, he can come again...

Maybe you had to be there.

Glad it was useful Smodlet. Also pleased you struck up a rapport with our meter reader. Good to hear.

With a change of supplier, one of the pieces of data transferred are the ADCs. As you gave such frequent meter readings, these will help enormously when we come to review the monthly payments.

As we've spoken about before, the Direct Debit Manager on your online account is there to use if you think your payments need to go up or down.

Thanks for the feedback Smodlet.

Malc

Former_E.ON_Company_Representative:_Malc

fredwnelson wrote: »

I have now switched from Eon. Having been advised by Eon my E18 tariff was being withdrawn I asked the Simpler Metering team for help. Their solution was an offer that according to their figures would increase by bills by more than £450 annually
A circular argument given for the withdrawal of E18 was that the meters were no longer manufactured and spares would soon no longer be made. Later in my talks with them I was told my meters could not be changed to SMART meters because I was not eligible
So I could not have SMART but my current meters were obsolete!
Overall an unsatisfactory end to a 20 year association with Eon

Sorry to lose you fredwnelson and also sorry our Simpler Metering team couldn't agree a better deal.

Malc

Former_E.ON_Company_Representative:_Malc

luv_my_brass wrote: »

We can only presume that the transfer did not actually go through and that my sister did not pay anything to the new Provider as she paid by cheque every month on receipt of a bill from E.on. She has not been receiving a bill from anyone and this has been a contributory factor to her stress as she has been terrified of the build up to an extremely large bill. She has tried to find out what was happening and all she got from E.on was 'we're dealing with it' - for two years!
I contacted E.on via 'chat' giving all the details and got nowhere, in fact the chat person ended the session with a touch of sarcasm by giving me a help line to ring - it turned out to Calor Gas. Very amusing. :mad:
I am now planning on going to the Ombudsman.

Hello luv_my_brass and I'm sorry our Live Chatters gave you the wrong number. I suspect they were trying to put you in touch with our Erroneous Transfer team.

As per my earlier replies (#1422 on 3 October, #1451 on 18 October and #1508 on 5 November), this sounds very much like an Erroneous Transfer and these are dealt with by a specialist team. This team is the only area of the business who can help here and it's best you talk to them.

Please ask for a formal complaint to be raised. There's more information about this on our website and it will help when approaching the Energy Ombudsman. Once sorted, ask about the 'Back-Billing' rules I mentioned in post #1422 above.

Thanks luv_my_brass.

Malc

Smodlet

I've noticed something I find interesting today on the CEC's tariff information for Eon's Fix Online Exclusive v16: It no longer states smart meters are compulsory; instead it says, "E.on will contact you about having smart meters (one for gas, one for elec) installed. However, it has told us you can refuse them and remain on this tariff. Smart meters are free and send automatic meter readings, so you should get exact bills and pay only for what you use."

Perhaps the CEC has finally caught up with the facts as they stand at the moment. Now, if they could just catch up with the fact I switched nearly 4 months ago and pay me flippin' cash back...

Smodlet

E.ON_Company_Representative:_Malc wrote: »

As we've spoken about before, the Direct Debit Manager on your online account is there to use if you think your payments need to go up or down.
Malc

Thanks, Malc, I'd forgotten about that. That's one thing nPower did not have; still miss the graphs and the instant usage updates, though. I really think Eon's website could be radically improved.

Smodlet

I want to switch to the Fix Online Exclusive v16 but my Eon account does not list it. Is this another one of those tariffs available only to new customers, Malc?

P.S. How is Helena? Sorry I have not asked in a while.