Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

Hurri wrote: »

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...

Morning Hurri

I'm sorry you're struggling to enter your opening meter readings online. As grumpycrab says, we've been having issues with this for a time now. I thought we were on top of it but clearly not.

Thank you for putting up the messages you're seeing too. I've forwarded these to the guys looking after these issues and asked for an update. I'll post more once they've come back to me.

In the meantime, please use the phone number grumpycrab has posted. They're in until 8pm today and again from 8am to 6pm tomorrow. They'll soon sort this.

We'll send the opening readings to your old supplier so they can use these to close your account and issue their final bill.

Sorry again for these difficulties Hurri. I agree, it's messy but hope this helps a little.

Malc

Former_E.ON_Company_Representative:_Malc

grumpycrab wrote: »

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.

Morning grumpycrab

The opening meter reading line's still there. The team already existed. We just beefed it up to handle the added calls.

You're right, as I replied to Hurri, the online part is still a bit too messy when it comes to putting in opening readings. I've chased this up and will update this thread as soon as I hear back.

Thanks grumpycrab.

Malc

System

Malc,

The webpage on 'Your Account' is as confusing as ever.

We're now setting up your electricity account for you

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 6th Feb 2015

And for Gas:

We're now setting up your gas account for you

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 11th Feb 2015

I have already submitted meter readings for both gas and electricity some days ago.

Former_E.ON_Company_Representative:_Malc

Totally understand the confusion Hengus. As I posted earlier today in reply to Hurri and grumpycrab, I've referred this back to the people looking after this issue. I'll update this thread as soon as I've more
definite information.

Sorry for the frustration caused.

Malc

Hurri

Thank you Malc and grumpycrab.

I've telephoned up using the number supplied, thank you.

Electricity meter reading was accepted. They stated they haven't got the Gas Serial Number from EDF yet hence the error regarding the Gas.

I duly gave them the s/n of the Gas Meter over the phone along with my meter readings so hopefully that will all resolve itself, but he's diarised to enter the Gas Reading in a couple of days for me.

saxonrosecliff

My story so far - if anyone has any suggestions as to what to do next please can they let me know!

I joined Eon early December last year on Dual Fuel E7 V9. Two weeks ago I got an email telling me that V15 would be cheaper. Stupidly I believed this email and changed to V15 without checking and also to one rate electricity (i.e. no E7). Yesterday I received an email saying that the previous email was incorrect and V9 was cheaper. I tried to ring the telephone number given for if you want to change your mind during the cooling off period only to find that this number does not exist (0345 052 0000). I rang the normal customer services number and explained the above. The person who answered told me that V15 was cheaper so I said to him "are you saying that the second email sent from Eon is wrong?). He said I should check the unit price myself but then said I could go back to V9 if I wanted but his supervisor would have to do it and it would take two days (why does it take two days - had v9 still been available I would have been able to do this myself instantly online) so I asked him to do this.

After I had put the phone down I tried to find out the unit prices to compare myself but can't find a price for V9 anywhere on the Eon website.

The two days is up tomorrow and nothing has changed on my account yet.

The person I spoke to seemed very vague right through this conversation and I'm not convinced that he understood what I was talking about or gave me the correct information. All I want is to be on the cheapest possible deal for Duel Fuel with single rate electricity. What do I do next to make it happen?

I left Eon several years ago because of bad customer service and, so far, its been equally as bad and I'm starting to regret returning to them.

UPDATE: Its now Monday morning and as I thought would happen I am still on V15. So that's another pointless phone call to E.on where the ignore me.

System

Deleted to avoid the potential for double posting

Former_E.ON_Company_Representative:_Malc

saxonrosecliff wrote: »

My story so far - if anyone has any suggestions as to what to do next please can they let me know!

I joined Eon early December last year on Dual Fuel E7 V9. Two weeks ago I got an email telling me that V15 would be cheaper. Stupidly I believed this email and changed to V15 without checking and also to one rate electricity (i.e. no E7). Yesterday I received an email saying that the previous email was incorrect and V9 was cheaper. I tried to ring the telephone number given for if you want to change your mind during the cooling off period only to find that this number does not exist (0345 052 0000). I rang the normal customer services number and explained the above. The person who answered told me that V15 was cheaper so I said to him "are you saying that the second email sent from Eon is wrong?). He said I should check the unit price myself but then said I could go back to V9 if I wanted but his supervisor would have to do it and it would take two days (why does it take two days - had v9 still been available I would have been able to do this myself instantly online) so I asked him to do this.

After I had put the phone down I tried to find out the unit prices to compare myself but can't find a price for V9 anywhere on the Eon website.

The two days is up tomorrow and nothing has changed on my account yet.

The person I spoke to seemed very vague right through this conversation and I'm not convinced that he understood what I was talking about or gave me the correct information. All I want is to be on the cheapest possible deal for Duel Fuel with single rate electricity. What do I do next to make it happen?

I left Eon several years ago because of bad customer service and, so far, its been equally as bad and I'm starting to regret returning to them.

UPDATE: Its now Monday morning and as I thought would happen I am still on V15. So that's another pointless phone call to E.on where the ignore me.

Hi saxonrosecliff

I'm really sorry we've let you down. A number of wrong Price Alert emails were sent telling customers version 15 of the 1 Year Fixed Tariff was cheaper than version 9. We've since sent a second email advising of this mistake.

I suspect also the advisor you spoke to was mistaken. I doubt version 15 is cheaper than version 9. Prices do vary depending on the region and whether single rate or Economy 7 but I'm pretty sure version 9 will be cheaper. To be certain, check the unit rates for both tariffs. Although version 9 will no longer be on our website, prices will be in the letter we sent confirming the agreement and on your bills.

Bit confused about the phone number. This line is still open. I've just called it to make sure and all's ok. Maybe a fault on the line when you phoned before. I'd talk to us again on this number and check out all the options. Go down the complaints route and, if necessary, escalate this to a full review.

For a full belt and braces, pop your usage in kWh on to the independent comparison sites.

Sorry again for the problems caused by this poor email.

Malc

Former_E.ON_Company_Representative:_Malc

Hurri wrote: »

Thank you Malc and grumpycrab.

I've telephoned up using the number supplied, thank you.

Electricity meter reading was accepted. They stated they haven't got the Gas Serial Number from EDF yet hence the error regarding the Gas.

I duly gave them the s/n of the Gas Meter over the phone along with my meter readings so hopefully that will all resolve itself, but he's diarised to enter the Gas Reading in a couple of days for me.

Hi Hurri

Thanks for letting me know. Glad the phone number was useful. Looks like my colleague's on top of this.

Malc

Leblanc_2

I commenced the process of changing from BG to EON via MSE in December and it is only today that I was told that my transfer has been completed. This was after repeated phone calls and e-mails. What happened to the promise by the industry that transfers should be completed within 17 days!
I was repeatedly fobbed off by staff members and informed that the transfer was going through but it was always delayed and pushed further down the road.
EON also took over the wrong gas meter then repeatedly sent me letters which were supposed to be sent to another BG account holder. The letter was headed up “Your gas supply is going back to British Gas”. I complained about the letters and they said they had corrected the error, but I received yet another with the same content and again incorrectly addressed to myself.
EON also said that my electric meter was crossed with the account of someone else.
Members of staff kept promising to phone me back but never did.
Weeks ago when it became available I requested to transfer to the Ist Year Fixed Tariif V 15. I kept being told that this could take place the next week but it never did. On the 6th Feb and subsequently the 9th Feb I tried yet again to transfer to this tariff before the deadline of 10 Feb. I was told on the 6th there was a glitch but that this would be arranged on the 9th Feb and that I would be contacted by phone to confirm the tariff on the 9th but this never happened.
I telephoned yet again and a staff member in Resolutions tried to assist with the changeover on the 9th in order to obtain V15 but was unable to do so. She said, however, that it could be possible to change to V14 and that there would only be a £2 difference which she would credit to my account. I was also told there would not be much difference in the V16 tariff so there should not be much of a problem if that is what I opted for.
Today she phoned to say that after her intervention my transfer to EON was complete and passed me over to sales to arrange the cheapest tariff available. That was a joke! He suggested V16 but did not point out that it would be almost £200 pa more expensive than my current V12 tariff!! I quickly worked this out myself during the conversation. He was not at all helpful. I declined V 16. I was told that V14 and V15 were no longer available to me, so it was the status quo.
I called and complained and was then promised by the person from Resolutions that I would receive an e-mail today which would indicate a refund equivalent to the loss of V15. Yet another broken promise as no e-mail was received.
The whole changeover process has been difficult, time consuming, delayed and with the majority of staff inefficient and unable to resolve matters.
EON subsequently delayed matters to such an extent that I was unable to register for V15 before it was removed despite repeated attempts over a few weeks.
The final outcome was that I was offered a tariff that was significantly disadvantageous.
I have found the whole process totally unsatisfactory.
In addition I find that there are problems with my online account, which I registered for many weeks ago. When I try to check for alternative tariffs the online information says that this is not possible because my accounts are not linked. Both the gas and electric entries are there and under the one account number.
This has been my worst transfer experience ever!
Am I confident that my gas and electric supply have now been properly taken over?.........NO!
Am I now looking to transfer away from this company?.......YES!