Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

grumpycrab wrote: »

Thanks. The number I rang confirmed my readings so blame it on a. crap website and/or b. crap processes (whether this is EON's implementation or Ofgem I don't know). Thanks Malc.

Glad it all worked out in the end grumpycrab.

Hands up, the problem was definitely ours and not Ofgems. It's been fixed now so will be better going forward.

Malc

grumpycrab

Skint_yet_Again wrote: »

Had an email today from Eon for my meter readings .... went online to see that my meter reading for GAS has been changed from 0370 to 2386 !!! :eek: (Electric still 09171.)

Rather than wait for Malc, ring them asap on 0345 301 4905.

Former_E.ON_Company_Representative:_Malc

diamond_dave wrote: »

Thanks for your reply, Malc. I don't understand your reasoning as I gave readings as per E.ON'S request at various times and gave a final reading via the phone a day before the switch. It is not acceptable that you cannot register the correct readings when I take the trouble to give them to you. So now I have a dispute with Npower -as they have used YOUR estimated readings and I am still in dispute with Scottish power for EXACTLY the same reason!
Thanks,E.on.

Hi diamond dave

I agree, it's always good to use a customer's readings wherever possible and this is something we aim to do. Occasionally, though, there's an issue that stops or delays this. The bit I mentioned about readings received outside a certain time frame tends to be the most common reason but there can be others.

For instance, readings go through a third party for validation. Sometimes this can throw up issues behind the scenes with information already held. This can cause a reading to be rejected and replaced with an estimate.

I'm speculating a lot here, though, and it's best to do as you mentioned previously and talk to us about why your readings haven't been used. The number grumpycrab mentions in post 173 is a good starting point.

If possible, take advantage of the ARD process I spoke about in my earlier reply. We may be able to re-instate the readings you've already given or, at least come up with something more acceptable that can be agreed with the other suppliers. It'll help if you let us have up to date readings when you contact us.

As earlier, it's important our opening readings match the old supplier's closing readings. If they do, you'll only be charged once for the same energy. It may be you'll have more usage with one supplier but this will balance out by having less with the other.

Sorry for the hassle diamond dave and for my wayward speculation but hope this helps point you in the right direction.

Malc

Skint_yet_Again

grumpycrab wrote: »

Rather than wait for Malc, ring them asap on 0345 301 4905.

Thank you so much grumpycrab.

I rang the number and got straight through. The adviser told me she cannot see the incorrect GAS meter reading of 2386 she can only see 370. She entered my new reading and said a bill has been created around £200 which sounds about right - will wait for the bill to appear online and check the readings are correctly shown !

I have checked my online account and whilst the incorrect reading is still showing in the meter reading history the current readings I gave her are now updated.

Will have to wait and see.

Former_E.ON_Company_Representative:_Malc

Skint_yet_Again wrote: »

I thought my switch to EOn had all gone smoothly ... no such luck.

I provided my final meter readings to M&S and final bills / refunds all went smoothly.

I provided my opening meter readings to Eon GAS 0370 electric 09171. These were all updated on my online Eon account.

Had an email this week from MSE energy club to say all complete !

Had an email today from Eon for my meter readings .... went online to see that my meter reading for GAS has been changed from 0370 to 2386 !!! :eek: (Electric still 09171.)

Cannot now enter my meter reading GAS 0469 - what the ????

Am scared to death I am going to get a massive bill and they are going to increase my direct debit to some ridiculous amount. Too late to phone them tonight so have sent an email.
Will have to try and phone them tomorrow to sort out this MESS

Skint_yet_Again wrote: »

Thank you so much grumpycrab.

I rang the number and got straight through. The adviser told me she cannot see the incorrect GAS meter reading of 2386 she can only see 370. She entered my new reading and said a bill has been created around £200 which sounds about right - will wait for the bill to appear online and check the readings are correctly shown !

I have checked my online account and whilst the incorrect reading is still showing in the meter reading history the current readings I gave her are now updated.

Will have to wait and see.

Hi Skint yet Again

Excellent advice from grumpycrab. Glad you used that phone number. They're a specialist team who have different access to other advisors.

As has been well documented on this thread and others, we've been having technical issues when customers have tried to enter their opening meter readings online. I thought these had been fixed but there still seem to be a few gremlins about. I'll report back to our IT guys.

Whilst on, thought I'd mention an online facility to help you keep more control over your monthly payments. It's the Direct Debit Manager and this lets you make changes to the payments. Comes in handy should circumstances change and also helps you keep an eye on the arrangement. You'll be able to see if you're on track to reach as near as possible to a zero balance by the time of the annual review.

Provided the account is billed up to the latest meter readings, you can change your payments by up to 20 per cent up or down. By up to 5 per cent up or down without readings. Before putting the change through we'll tell you by how much we anticipate the account will be in credit/debit if the new amount is confirmed but usage doesn't alter accordingly.

Sorry about the gas meter reading Skint yet Again but hope this is of interest.

Malc

Skint_yet_Again

Thanks Malc

Had a phone call and email today in response to email I sent yesterday. Bill now available to view online and all correct ... phew !

Cant fault the customer service ... shame about the online meter reading problem but at least its all sorted for me now

Former_E.ON_Company_Representative:_Malc

Morning Skint yet Again

Glad it's sorted for you and thanks for letting me know.

Malc

Shopper12345

Eon are the most incompetent company I have ever dealt with. I started a switch but after 1 week I cancelled it. Eon could not change my switch date so that it was later than the exit date of my current fixed period with another supplier. They advised me to cancel the application.

One week later I called them again to be told they had cancelled my electricity switch but not my gas switch. The tarriff I switched to is a dual fuel tarriff. How it is possible for them to only cancel half the switch I do not know.

Communication is very slow with Eon. It took 10 days for the notification of the switch and new account details to reach me. 7 days after notifying them of the cancellation, I still have not received confirmation they have done the cancellation.

They are very poor and I would not recommend you switch to them. If you have any issues it is difficult to resolve them

System

Shopper12345 wrote: »

Eon are the most incompetent company I have ever dealt with. I started a switch but after 1 week I cancelled it. Eon could not change my switch date so that it was later than the exit date of my current fixed period with another supplier. They advised me to cancel the application.

One week later I called them again to be told they had cancelled my electricity switch but not my gas switch. The tarriff I switched to is a dual fuel tarriff. How it is possible for them to only cancel half the switch I do not know.

Communication is very slow with Eon. It took 10 days for the notification of the switch and new account details to reach me. 7 days after notifying them of the cancellation, I still have not received confirmation they have done the cancellation.

They are very poor and I would not recommend you switch to them. If you have any issues it is difficult to resolve them

Something does quite stack up here. If you initiate the switch 49 to 42 days before the end of a fixed tariff then the date of the actual transfer of supply is irrelevant. You would just remain on your old fixed tariff until the transfer goes through. Frustrating, I know, when prices are falling but good if prices increase.

I am currently switching to E.oN. They have e-mailed me at the start of the 14 day cooling off period and advised me that my online account is now live. I even received a letter yesterday asking me to confirm that I had set up an online account. Touch wood - no issues with E.oN so far.

jrio

The only one of the Big 6 I've never used, but I am switching in the next 10 days.

My experience of closing down my dad's account a few months ago was very positive, although phoning them incurred a long wait of around 10 minutes. They were very efficient in recording meter readings, responding to emails and refunding excess credit.