Eon energy reviews: Give your feedback

Highland76

frugalfran said:

Helena,  I have had replies from Malc previously and he outlined the circumstances under which the request for a bill will not be met.

We have now submitted five requests for bills (we submit readings twice a month - and have done for many years) and are still getting problems as we receive acknowledgement of receipt of the readings, but are never able to get a bill. 

Over the years we have tracked our mid-month and month end figures and compared usage with previous figures.  It has proved invaluable for us to track a) if something is going wrong e.g. with the solar panels or settings on the central heating  and b) to see the effect of any improvements (e.g. better insulation) we make. 

So, unfortunately, we know for a fact that  real time bills are not available for some reason to us - we would really like to know why this has suddenly happened.   As I wrote previously, having to phone - especially with the current situation of reduced staffing - is not something we want to do.

AFAIK E.ON normally issue bills every quarter (like many suppliers), irrespective of how often you submit meter readings. If more frequent bills is an absolute must, then perhaps move to a different energy company? I know Scottish Power issue real time bills as soon as you enter meter readings so they might be an option. IMHO SP have one of the best billing platforms out of the big 6 suppliers, just a shame their tariffs are no longer very competitive.

frugalfran

A bill for accounting is - yes - issued every three months, but it has always (until recently) been possible to submit readings and get a 'statement'-  if that is a better word - which is identical to a real 3-monthly bill, showing the cost per fuel over the two week period, plus the annual estimated usage and cost, and the balance.  I do think that with so many people at home and using more power (cups of tea / washing machines / computers / hot water for hand washing etc etc) the ability to see actual usage and COST over a much shorter period than three months would be something many families / individuals would really welcome as it could help them prepare for their actual three monthly bill. It is quite simply the difference between being pro-active (i.e. monitoring usage and cost) and re-active (working out how on earth you pay the bills).

And Malc clearly indicated that Eon too can provide real-time bills  - but this does not seem to be the case in our experience.  

NanT

@E.ON_Company_Representative:_Helena I sent you a private message a couple of days ago detailing the problem I am experiencing. Would you be able to assist me with this please? 

NanT

Has anyone found a way to contact Eon?
They are not replying to emails, when I phone them I am on hold for a while then it cuts off and I have also messaged @E.ON_Company_Representative:_Helena but she hasn't replied either.
It's a shame Malc had retired as he was excellent. 

E.ON_Company_Representative:_Helena

NanT said:

Has anyone found a way to contact Eon?
They are not replying to emails, when I phone them I am on hold for a while then it cuts off and I have also messaged @E.ON_Company_Representative:_Helena but she hasn't replied either.
It's a shame Malc had retired as he was excellent. 

Morning NanT,

I'm sorry I've just got on this thread.

As reps we don't have access to private messages, I'm afraid we never have.

Emails are now being picked up, although I understand there may be a bit of a backlog, however, as of yesterday the social media team were replying to Tweets and Facebook posts within around 24 hours, we also now have more advisors on our Live Chat, so this may be a better option for you.

I will feedback about being cut off though, as this shouldn't be happening, It's something I'll raise in my virtual meeting today.

Is there something I can help with here, although please don't put any specific account details.

Thank you

Helena

NanT

Hi Helena thanks for your response.

The problem is that on the database there is no supply registered to my address.

My Gas MPRN‬ is actually registered to another address. This problem first came to light in 2016 when there was an erroneous transfer of my Gas supply from Eon to Economy Energy. My supply was switched back to Eon and I believed that the problem of my MPRN being registered at the wrong address had been rectified but it appears that it has not. 

I need Eon to amend the database so that my Gas MPRN‬ is registered to my address so that I can switch my supplier and also prevent problems in the future with switches and erroneous transfers etc.

For your information the reason that I want to switch my supply is that Eon will not allow me to switch to their cheapest tariff Fix Online Exclusive v36 as they only make it available to new customers and the cheapest Eon tariff available to me Fix Online v38 is considerably more expensive.

Can you help with this or suggest the best way to contact Eon to resolve this problem. 

Thanks 

NanT

E.ON_Company_Representative:_Helena

NanT said:

Hi Helena thanks for your response.

The problem is that on the database there is no supply registered to my address.

My Gas MPRN‬ is actually registered to another address. This problem first came to light in 2016 when there was an erroneous transfer of my Gas supply from Eon to Economy Energy. My supply was switched back to Eon and I believed that the problem of my MPRN being registered at the wrong address had been rectified but it appears that it has not. 

I need Eon to amend the database so that my Gas MPRN‬ is registered to my address so that I can switch my supplier and also prevent problems in the future with switches and erroneous transfers etc.

For your information the reason that I want to switch my supply is that Eon will not allow me to switch to their cheapest tariff Fix Online Exclusive v36 as they only make it available to new customers and the cheapest Eon tariff available to me Fix Online v38 is considerably more expensive.

Can you help with this or suggest the best way to contact Eon to resolve this problem. 

Thanks 

NanT

I see, thank you NanT

Can you just leave it with me, I'm going to see if I can find someone that can help.

I fully understand why you want to change, you're absolutely right, some tariffs are for new customers only. Malc and I have always passed feedback like this on, so will do with yours as well.

Thanks.

Helena

NanT

Ok thanks Helena, I'll leave it with you for now and wait for you to get back to me. 

E.ON_Company_Representative:_Helena

NanT said:

Ok thanks Helena, I'll leave it with you for now and wait for you to get back to me. 

Thanks so much NanT I'm sorry I've taken so long!

I've passed all of the details over to the team that you've spoken to in the past, so I'm hoping this gets the ball rolling.

I'll be honest with it being Friday afternoon, it may not be picked up straight away, but at least it will get things moving.

Thank you and have a lovely weekend.

Helena

NanT

E.ON_Company_Representative:_Helena said:

NanT said:

Ok thanks Helena, I'll leave it with you for now and wait for you to get back to me. 

Thanks so much NanT I'm sorry I've taken so long!

I've passed all of the details over to the team that you've spoken to in the past, so I'm hoping this gets the ball rolling.

I'll be honest with it being Friday afternoon, it may not be picked up straight away, but at least it will get things moving.

Thank you and have a lovely weekend.

Helena

Thanks Helena, just wondering where have you got my details from, have you managed to get access to the private message I sent a few days ago?