Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

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

Hi Shopper12345

I'm sorry you were given such poor advice. As Hengus says, we should've made you aware of the Price Protection scheme. With fixed price tariffs, suppliers need to let customers know their agreement is coming to and, if they decide to change supplier, keep them on the same prices for a period afterwards. We'll also not charge an exit fee if the account switches before the end date provided notification is received from the other supplier after the renewal letter is sent.

Also sorry only one fuel switch was cancelled. Although a dual fuel, I suspect the gas and electric were applied for using separate internal reference numbers.

I'd give us a quick call to make sure all's sorted. As you cancelled during cooling off, we'll make sure you're sent back to the original supplier with no costs whatsoever.

Looks as though you applied to switch before we introduced a new faster switching policy earlier this month. Previously, we would send out correspondence only after the cooling off period ended. Now, we aim for accounts to switch in about two and half weeks. To help with this, we send out the correspondence at the start of the switch.

Fully understand your frustration Shopper12345 and not much help to you now, I know, but we're looking to improve on your experience.

Malc

lovingthedeals

I used to be with Eon several years ago & thought they were great but to get a better tariff I had switched to Npower with no problem. Last November I joined the MSE collective switch for both gas & electricity from NPower to Eon. Unfortunately Eon made switching a nightmare! They had linked someone else's electricity meter to my account & sent me a key when I've never had one before!! I received a letter stating transferred in error addressed to Occupier! I have been sent several different switch dates for meter readings and when I sent readings got different dates sent again!! Only the gas has recently been fully switched. They cancelled my Direct Debit & only replied to one of my emails complaining about their mistakes. After contacting NPower today I found out they were still awaiting Eon to complete transfer so I contacted Eon by phone today to make further complaint. I spoke to 3 agents, gave meter reads and they have now confirmed their error & my account is being updated today!! I was so unhappy I requested compensation & happy to say I got £40 applied to my account. I've already had £30 cash back from MSE. Hopefully they'll get things right in the future!!

Former_E.ON_Company_Representative:_Malc

Hi lovingthedeals

I'm really sorry we made such a mess of your switch. Sounds a total nightmare.

Last year we did have an issue with multiple emails being sent out asking for opening meter readings. This was made worse by problems entering these readings online. We set up a dedicated group of advisors to handle this situation.

Linking a different meter to your account is a separate issue. The wrong meter reference needs to be removed and yours added. You've done the right thing in going down the complaints route. Your case will now be handled by one advisor who'll follow this through until the account is put right and the switch completes.

Have you reset the Monthly Direct Debit? You can do this online if this helps. You'll also be able to keep an eye on things through the online Direct Debit Manager. This includes making changes to the payments should circumstances change.

Sorry again you've had such a bad experience. Hope it improves from here.

Malc

HELS

My switch to EON has been anything but easy. Was supposed to go over on Dec 4th but only the Gas did. After numerous phone calls and emails, it was eventually sorted on Jan 31st. Not impressed and Eon are already offering a cheaper tariff. Phone calls were dealt with by very pleasant people who all said they had sorted the problem. Emails were bog standard ending with the usual 'have a nice day'. Wish I'd stayed with the Co-op who have just billed me for my gas as they were still providing me so now I have to wait for EON bill to see if they have charged me as well. Grrrrr

System

E.ON_Company_Representative:_Malc wrote: »

Last year we did have an issue with multiple emails being sent out asking for opening meter readings. This was made worse by problems entering these readings online. We set up a dedicated group of advisors to handle this situation.



Malc

Malc,

If your team got a Christmas bonus for sorting the meter reading problem out then they should pay it back. It's a switching mess with e-mails being sent out asking for meter readings 16-18 days in advance of the switch. Your website then says' We're sorry, but we're not able to take your opening gas meter readings at the moment. We're aware of the problem and working to fix this as soon as possible.'

Might I suggest that E.oN could save time and money, and customers frustration, if you just asked for the meter readings to be phoned in.

On a second point, should I be worried that one day before my switch is due for gas, my existing supplier is still happy to accept meter readings? My guess is that you guys have signed up to 17 day switching which you are unable to deliver.

I fear that, on the basis of my contact with E.oN over the past few days, our relationship may well be very shot.

grumpycrab

Very eloquently put. This is my second spell with Eon. While they make the right noises, e.g. with Customer Panel and good customer-facing support here and with the "new customer readings team", the actual process for starting with them is a shambles. Perhaps a case of allocating too much of the budget to support rather than getting the process right in the first place.
How many of the 60,000 odd who have moved to them this time will remember this and think "I won't use them again."

Former_E.ON_Company_Representative:_Malc

HELS wrote: »

My switch to EON has been anything but easy. Was supposed to go over on Dec 4th but only the Gas did. After numerous phone calls and emails, it was eventually sorted on Jan 31st. Not impressed and Eon are already offering a cheaper tariff. Phone calls were dealt with by very pleasant people who all said they had sorted the problem. Emails were bog standard ending with the usual 'have a nice day'. Wish I'd stayed with the Co-op who have just billed me for my gas as they were still providing me so now I have to wait for EON bill to see if they have charged me as well. Grrrrr

Hi HELS

Really sorry your switch to us wasn't as smooth as it should've been. The issues we've come across recently are being dealt with as a priority. Not much help to you now I know but most have been fixed and, going forward, we expect switches to be much quicker and smoother.

If it's better, you can switch to our new tariff without picking up an exit fee. These only apply if switching to another supplier when on a fixed tariff. You'll have a bit longer on these prices too.

Once all has gone through, we'll send our opening meter readings to your old supplier. They'll use these readings to close your account and send a final bill. Make sure their final readings match our opening readings. This way, you'll only be charged once for the same energy.

If you've registered with our website, you can use the Real Time Billing tool to create your own bills. Pop in readings and you'll be given the option of seeing the balance they'd result in or you can issue your own bill. Helps keep track of how much you're using.

Sorry again for the poor start to your time with E.ON but hope this is of interest.

Malc

Former_E.ON_Company_Representative:_Malc

Hengus wrote: »

Malc,

If your team got a Christmas bonus for sorting the meter reading problem out then they should pay it back. It's a switching mess with e-mails being sent out asking for meter readings 16-18 days in advance of the switch. Your website then says' We're sorry, but we're not able to take your opening gas meter readings at the moment. We're aware of the problem and working to fix this as soon as possible.'

Might I suggest that E.oN could save time and money, and customers frustration, if you just asked for the meter readings to be phoned in.

On a second point, should I be worried that one day before my switch is due for gas, my existing supplier is still happy to accept meter readings? My guess is that you guys have signed up to 17 day switching which you are unable to deliver.

I fear that, on the basis of my contact with E.oN over the past few days, our relationship may well be very shot.

Hi Hengus

Totally understand your concerns. The early emails followed by difficulties entering meter readings online weren't the best ending to 2014. As mentioned to HELS above, these issues have always been treated as a priority. The comments and feedback on this and other threads have been sent to the relevant people, including the gaffers, so the impact this has had can be clearly seen and understood.

Giving us readings online isn't the only way of sending them through though. We're happy to take them over the phone or by email if that's preferable.

Faster switching only went fully live on 7 January 15. Early indications are good as the first customers joining at this time have successfully switched. As part of this change, we're able to accept readings within the 14 day cooling off period. Emails will also be sent during this time. This is different from the email issue we had last year when switches were still going through under the old rules.

I can't say why your existing supplier's accepting meter readings. This is something you'll need to ask them. Once the switch is fully complete, we'll send them our opening readings. As above, make sure they use the same readings to close their account.

Sorry for the concern Hengus but hope this is of interest.

Malc

Hurri

I've recently started the switch to E.ON from EDF (I was with E.ON last year when I first moved into the property).

My estimated supply start date is the 13th February for both Gas and Electric.

The website when I log in, for both Gas and Electricity, they both state:-

"Almost there! We're now ready for your opening meter readings. Please give us these now so we can complete your switch to us.

Submit your meter readings here

We hope to have your account with us around the 13th Feb 2015"

Yet when I click on 'Submit your meter readings here', prior to me even being able to give any readings at all, I get:-

Electricity:-
"Opening meter reading due :

20th Feb 2015

Thank you for providing your reading. We're not able to use this as the opening meter reading for your account, but we will use it to ensure that your first bill is accurate."

The only meter reading listed is from last June when I was previously with E.On!

On the gas page it says:-
"Opening meter reading due :

13th Feb 2015

We're sorry, but we're not able to take your opening gas meter readings at the moment. We're aware of the problem and working to fix this as soon as possible.

Please try again on your supply start date, or if you'd like you can contact us with your meter readings."


Seems a bit messy. There's an option for me to supply an electric meter reading, but no option for me to supply a gas meter reading, despite E.On wanting both now...

grumpycrab

Hurri wrote: »

13th Feb 2015
We're sorry, but we're not able to take your opening gas meter readings at the moment. We're aware of the problem and working to fix this as soon as possible.

Our EON rep (Malc) said the fast-switching had fixed the issues but perhaps the EON website (or processes) are still a mess.

Malc will be along soon but in the mean-time get your readings together and ring the dedicated "new readings team" asap - assuming it still exists.
0345 301 4905.