Eon energy reviews: Give your feedback

System

My switch to E.oN has not been nearly as bad as yours, but my frustration with E.oN's total lack of communication during a protracted switching process and its inability to set up my online account has eroded my confidence in E.oN as a company. I am fed up of speaking to Resolution Managers who can offer little in the way of resolution. I initiated a switch to another supplier today.

KirstyO

I'm having communication issues with Eon at the moment.


When I moved into my current property I moved in with someone who had already been living there. The DD had been transferred by the previous tenant to come out of my housemates account, so to us it looked like the account was still active. It turned out that the person who left terminated the agreement in their name with Eon, rather than asking for the name on the account to be changed (we weren't made aware of this by person leaving the property).


At no point did Eon send letters for the 'new occupier' to inform that they were the current supplier. So we decided to shop around and find someone new to supply.


Recently I received a letter from LCS debt collection agency addressed to me and housemate but to my parents address, which I thought was odd. I rang LCS to find out what the letter was about. They informed me it was outstanding amount to Eon.


At this point we still had no letters from Eon telling us that they had supplied energy since we moved in, or asking for any payment.


Housemate rang Eon to find out what was going on. They said the outstanding amount was in a name that neither of us had heard of but related to that property while we had lived there.


I went back to LCS and said that we had spoken to Eon but the debt was in a name that we weren't familiar with. LCS came back and informed us that he was the owner of the property (we rent through an agent).


What I'm keen to know is why have Eon never tried to contact us at the property about this (even without our names)? In the past when I've moved into a new property there are usually letters waiting from current energy suppliers and utility companies informing me that they have been supplying the property and vying for my business.

Had we received information and bills we would have paid them as they were due, indeed the whole reason the direct debit was transferred to come from my housemates account was so that there would be no disruption.


If there is outstanding money to pay then that's fine, we've used the energy so we'll pay it - but we need to be told there's money outstanding first! I don't know whether the communication breakdown is between us and Eon, or the landlord and us via the letting agent, but I don't think it's fair that the first we've heard about it from a debt collection agency!


I'm concerned that my credit file will be furnished with this information now that the issue has been passed to debt collectors, even though we didn't know there was a problem until last week. I just want to get it sorted now!

Former_E.ON_Company_Representative:_Malc

Morning KirstyO

I popped a reply to a similar query about this on another thread the other day. It's at the link below.

https://forums.moneysavingexpert.com/discussion/5169947

You've added a bit more information now so thought I'd try and flesh out my previous answer a bit.

In situations where responsibility for energy changes, it's usual for us to close the existing account and open a new one to cover the ongoing usage. We won't do a name change as this can often lead to disputes about responsibility. The new account will be based on the information given us.

I suspect the person who left and closed the account either didn't give us details of the new account holder or told us the owner/landlord would be responsible. In either case, it's likely all bills/letters/communications etc would've been sent to the owner/landlord or their agents.

When accounts with Direct Debits end, any credit balance is automatically sent back to the bank or, if there's a debit balance, we'll try to collect this. After this, the arrangement is closed.

The letter from LCS you mention in your other thread would've come about from a search of people associated with the property. As I suggested there, I'd ask for copies of the bills in question. Make sure the dates involved match the time you were responsible for the energy at the property. Let us know if there are any discrepancies. A copy of the Tenancy Agreement will help here.

If it helps, talk to us about setting up a payment arrangement. This will stop debt follow up. I doubt we've shared much about this with a Credit Reference Agency as it doesn't look like we've ever had your details until now.

Hope this answers your questions KirstyO. Let me know if you need any more details as happy to help.

Malc

KirstyO

Hi Malc
thanks for the response, we spoke to one of your phone agents last night and sorted it. Just one of those things I guess. Landlord has been less than helpful in not notifying us either!
Thanks again!

Former_E.ON_Company_Representative:_Malc

You're welcome KirstyO. Happy to help and glad it's sorted.

Malc

Former_E.ON_Company_Representative:_Malc

Leblanc wrote: »

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!

Hi Leblanc

This sounds like a complete nightmare. I'm really sorry you've had so many difficulties and you're definitely doing the right thing in going down the complaints route. The complaint handler will be looking after this now but thought I'd pop on and offer a bit of advice/information.

I suspect the crossed meters are at the root of the issues. It sounds as though there's been a discrepancy between the meters at your property and those we originally tried to take over.

When we apply to take over an account, we use the national databases that hold details of all gas and electricity meters in the UK. A mismatch between these databases and the actual meters can cause difficulties. Sorting out crossed meters can take quite a time as it involves certain third parties. If I'm right, this would've caused a number of knock on effects at our end including sending the wrong letters.

Another effect is we wouldn't have been able to set up the tariff you wanted whilst we held the wrong meter details. Then, once a tariff's withdrawn, it's completely taken down from our systems. At this stage, it's no longer possible to put customers on to it. Where we're at fault, though, we usually make an equivalent payment to a customer's account so they don't lose out. Sounds like this is happening here.

The online issues are probably related to the crossed meters too. These will be sorted once the right meters are logged. At this point, you'll have full use of the website including being able to change tariff.

Faster switching (to complete in about two and half weeks) didn't go live until this January. As you started your switch before this, it would've followed the previous path and completed quite a bit later.

Again, I'm really sorry for the frustration this has caused. I'd go back to your complaint handler. If they're unable to sort things to your satisfaction, escalate the complaint. Once the complaint's over 56 days old or if we're unable to reach a resolution, you can go to the Ombudsman for an independent review.

Malc

Leblanc_2

E.ON_Company_Representative:_Malc wrote: »

Hi Leblanc

This sounds like a complete nightmare. I'm really sorry you've had so many difficulties and you're definitely doing the right thing in going down the complaints route. The complaint handler will be looking after this now but thought I'd pop on and offer a bit of advice/information.

I suspect the crossed meters are at the root of the issues. It sounds as though there's been a discrepancy between the meters at your property and those we originally tried to take over.

When we apply to take over an account, we use the national databases that hold details of all gas and electricity meters in the UK. A mismatch between these databases and the actual meters can cause difficulties. Sorting out crossed meters can take quite a time as it involves certain third parties. If I'm right, this would've caused a number of knock on effects at our end including sending the wrong letters.

Another effect is we wouldn't have been able to set up the tariff you wanted whilst we held the wrong meter details. Then, once a tariff's withdrawn, it's completely taken down from our systems. At this stage, it's no longer possible to put customers on to it. Where we're at fault, though, we usually make an equivalent payment to a customer's account so they don't lose out. Sounds like this is happening here.

The online issues are probably related to the crossed meters too. These will be sorted once the right meters are logged. At this point, you'll have full use of the website including being able to change tariff.

Faster switching (to complete in about two and half weeks) didn't go live until this January. As you started your switch before this, it would've followed the previous path and completed quite a bit later.

Again, I'm really sorry for the frustration this has caused. I'd go back to your complaint handler. If they're unable to sort things to your satisfaction, escalate the complaint. Once the complaint's over 56 days old or if we're unable to reach a resolution, you can go to the Ombudsman for an independent review.

Malc

Hello Malc

The last person I have been dealing with concerning my problems was April in Resolutions. April promised faithfully to send me an e-mail on the 11th February detailing how a refund would be made for the disadvantage of not being changed over to V15 despite my requesting this well ahead of closure of the offer.

It is now the evening of the 13th February and no such e-mail has been received. This is extremely disappointing because a number of EON reps also promised to phone back but never did. April said that she would be different and not let me down, but here we go again.

I telephoned EON this evening and spoke to James who said that he has left a message for April to phone me. What is the probability of this happening? Could you please ensure that either April or someone else from Resolutions, telephones me to sort this out as was promised?

elizabeth2015

I am in the process of moving to Eon for my electricity and am hoping for a smooth transition. (So far I think 3 weeks or so).
I agree that the online process of recording meter readings isnt good. It didnt look as if it was accepting my reading and kept asking me to enter a reading; nowhere could I see any evidence that the site was working, so I emailed. Got a reply within a day or two saying it was ok, they had my reading. However, for peace of mind and to check where I was in the process I phoned Eon today. Waited about 5 minutes and then spoke to a helpful woman (with a nice clear English accent!)who again reassured me they had the readings and all was in place and should hear within another couple of weeks that the move has gone live.
Fingers crossed, and I will report back my first time experience with Eon. I've never had any problems with EDF but have switched a couple of times from them when I have found better deals elsewhere.

fort

elizabeth2015 wrote: »

I am in the process of moving to Eon for my electricity and am hoping for a smooth transition. (So far I think 3 weeks or so).
I agree that the online process of recording meter readings isnt good. It didnt look as if it was accepting my reading and kept asking me to enter a reading; nowhere could I see any evidence that the site was working, so I emailed. Got a reply within a day or two saying it was ok, they had my reading. However, for peace of mind and to check where I was in the process I phoned Eon today. Waited about 5 minutes and then spoke to a helpful woman (with a nice clear English accent!)who again reassured me they had the readings and all was in place and should hear within another couple of weeks that the move has gone live.
Fingers crossed, and I will report back my first time experience with Eon. I've never had any problems with EDF but have switched a couple of times from them when I have found better deals elsewhere.

Same issue with submitting my meter reading online . Must be a fault with the site then I hope. I also rang up to submit my reading.

grumpycrab

The web site still doesn't work properly for new reads. (Despite continued assurance from our EON rep -Malc- that it "should" work now. Groan).
The answer - its best to talk - 0345 301 4905 is the number for the "readings team". Very friendly and assuring (in my experience anyway.)