Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

Rewtday wrote: »

I have recently switched from Ovo tp Eon, infact the switching is still not complete and has been ongoing since early December.[FONT=&quot] Originally I tried to give the 22/12/2014 reading on their website but it was not working. So I phoned E.on up on 22/12/2014 and gave the reading over the phone and was assured that the reading would be used and my account with E.on would run from 23rd December. Later I was able to give a website on 2/01/2015 which they then used as the 22/12/2014 reading. eventually this was sorted and correct reading given. However, Ovo had not had the reading validated by Eon so that they could close my Ovo account. I am now owed hundreds of pounds by Ovo due to to both taking Direct Debits during this time. I wonder how many have had similar experiences of an inefficeint switch over! E.on have now contacted me to say they have agreed the switch over meter reading and I should now get my final Ovo bill and refund, I have heard nothing from Ovo!!![/FONT]

Hi Rewtday and welcome to the Forums.

I'm really sorry about the delay. Sounds like we may have needed to raise what's known as an Agreed Reads Dispute (ARD).

When a supply moves from one company to another, it's important the meter readings used to open the new and close the old accounts are the same. This makes sure the same energy is only charged once. An ARD is raised where there's a discrepancy between the readings the two suppliers are using. Provided, that is, the difference is above set thresholds. The two suppliers then agree a reading to start/close the account. Ideally, this is the same as advised by the customer. This can take up to 30 working days to sort.

Not much use to you now I know but in January we introduced faster switching. Instead of taking up to 6 weeks to transfer accounts between suppliers, we now aim to do this in about two and a half weeks. This wouldn't have affected the meter reading issue except to bring it forward a bit.

Sorry again about the delay and also if I'm barking up the wrong tree here.

Malc

Former_E.ON_Company_Representative:_Malc

imalreadyamember wrote: »

Switched in first December Mass switch from British Gas Quarterly cheque to Eon Monthly DD. A lot cheaper. It has taken three months to get the gas bill, which was paper. I paid by cheque. Next day another, larger gas bill. I paid the difference via their website. Then I get an email for a new DD which will not be £68pcm, (the agreed amount), but £110pcm. Sadly that is more than I have ever paid British Gas. If, today or tomorrow, they do not lower their DD sights then I shall have to go elsewhere, even back to British Gas, (because some of the cheaper firms have terrible ratings and that means they may well be a lot worse than Eon). Not overly impressed.

Hi imalreadyamember and welcome to the Forums.

I'm sorry you've not been impressed with our services so far. Thought I'd pop on and let you know about a few things we do that might help going forward.

A lot of our accounts are billed quarterly including all those with a Monthly Direct Debit. If you register with our website, though, you'll be able to issue your own bills whenever you like. This is through a tool called 'Real Time Billing.' All you need do is pop in meter readings and you'll be given the option of seeing the balance that would result or actually creating a bill.

Another online tool is the 'Direct Debit Manager.' This gives you more control over the arrangement including letting you change the monthly payments. Comes in handy should circumstances change.

Provided the account is billed up to the latest meter readings, payments can be changed 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 let you know by how much we anticipate the account will be in credit/debit by the time of the annual review if the new amount is confirmed but usage doesn't alter accordingly.

As an online customer, you can also opt in or out of paperless billing whichever you prefer. Although with paperless, there's a discount of £5 per fuel per year.

Not sure why you've had two gas bills in such a short space of time. Overall, does the billing start and finish to accurate meter readings? Is the starting reading the same as the closing reading on the final bill from your old supplier? If the readings are ok then the charges will cover gas used. If not, best to talk to us. Up to date readings would help here.

Our Monthly Direct Debits are set over 12 months with payments spread evenly over this time. The aim is to achieve as near as possible to a zero balance by the time of the annual review. To make sure all's on track, we review the arrangement each quarter. If necessary, we'll only change the payments at the mid-point and annual reviews. At the other times, we'll let you know if we think there ought to be a change but leave it up to you to make any alterations.

On the switching application, did you enter your annual usage in kWh or as a monetary amount? It's always best to use kWh as this is a better indicator of the actual usage. Sometimes payments need to be adjusted once we've a better idea of the actual usage to stop accounts finishing up in arrears by the time of the annual review. Not saying this is the case here imalreadyamember. Just something to be aware of.

Sorry again we're off to a shaky start but hope this is of interest.

Malc

Leblanc_2

E.ON_Company_Representative:_Malc wrote: »

Hi Leblanc

I'm really sorry promises have been broken and fully understand your disappointment. Has April or someone else within this area been in touch? If not, I'll be happy to track them down and see what's happening. Drop an email with your details to the address in my Profile if you'd like me to do this.

Sorry again we've let you down.

Malc

Hello Malc

Everything is now sorted out to my satisfaction by April in Resolutions. We parted on good terms as I believe she was trying her best to resolve things. I was credited the difference between V12 and V15 after having to correct the Resolutions Department's arithmetic.
If it was not for April's nice manner, I would probably have switched again, so she deserves positive feedback.
I hope my change over will not throw up any more problems as it has been a pretty rocky road in getting to here.

Former_E.ON_Company_Representative:_Malc

Hi Leblanc

I'm glad April has sorted things to your satisfaction dodgy arithmetic excepted. Thanks very much for letting me know. It's really appreciated.

I'll be happy to send some positive feedback to April and her manager. Need to know her surname though (we've several Resolution Teams in various parts of the country). If you'd like to pop it on an email and drop it to the address in my Profile, I'll do this straightaway.

Thanks again for posting back and hope the rocky road is a bit smoother from here.

Malc

elizabeth2015

I guess the 2and a half weeks switch thing depends on several factors. I am switching from duel fuel with EDF to electricity with Eon and gas with Ebico. 5 weeks in and I'm still waiting. But it appears Ebico and EDF are being a bit slow so it is affecting my switch. Hope to report back here soon with an update.

Former_E.ON_Company_Representative:_Malc

Hi elizabeth2015

It depends on when you started the switch. For us, faster switching (about two and half weeks) went fully live on 7 January this year. Switches started before will be coming over under the old process (about 4 to 6 weeks). To be honest, from your earlier posts, I suspect your switch should be completing any time now regardless of whether it's coming over under the old or new schemes. This is assuming a smooth switch with no objections from your current supplier.

We'll let you know once all's done and confirm the day we start supplying the electricity. The online part may not go fully live at the same time due to the issues I posted about earlier. Don't worry, this will follow and won't affect either the supply start date or the day we begin billing from.

Hope this helps.

Malc

elizabeth2015

Well it does seem as if I have been registered with Eon since the 6th. My account no longer says it is processing things but gives some details of my account (never actually got an email though saying I was up and running). But just checked my meter reading on my account and it is certainly not the one I gave (I tried 3 times to give a reading). Seems they have used one given by EDF in the end. Just come off the phone about it (where they do have a record of the readings I gave)and so as I have unfortunately disputed it it could draw the process out of me getting my final EDF bill.
Dont understand why they asked me for a meter reading if they never used it (or the website couldnt handle it).
Dont fancy 2 direct debits next month:(

System

Aarh progress. Three weeks on from my switch to E.oN and 'Your Account' has changed from two tabs - electricity and gas - to a single tab - Dual Fuel'. No useful information on the tab, and no communication from E.oN whatsoever about when my online accounts will be set up. Because of E.oN's very poor customer service and total lack of communication, I am trying to switch out. All the suppliers I have spoken to about switching advise me to wait until E.oN gets its act together. I could be in for a very long wait!!

System

elizabeth2015 wrote: »

Well it does seem as if I have been registered with Eon since the 6th. My account no longer says it is processing things but gives some details of my account (never actually got an email though saying I was up and running). But just checked my meter reading on my account and it is certainly not the one I gave (I tried 3 times to give a reading). Seems they have used one given by EDF in the end. Just come off the phone about it (where they do have a record of the readings I gave)and so as I have unfortunately disputed it it could draw the process out of me getting my final EDF bill.
Dont understand why they asked me for a meter reading if they never used it (or the website couldnt handle it).
Dont fancy 2 direct debits next month:(

If you give the meter readings before or after the day of the switch, then some adjustment is made. It normally appears on the final bill as 'E' or 'industry estimate'. From your point of view provided the opening and closing reads are the same then the cost difference in very small.

Former_E.ON_Company_Representative:_Malc

Hi elizabeth2015

Sounds like we've started supplying but the online bit isn't fully live yet. This will be up and running as soon as we've agreed meter readings with the old supplier. Not sure why your readings weren't accepted but may be down to the issues I've mentioned in other posts.

I suspect we've raised what's known as an Agreed Reads Dispute (ARD) with the old supplier. When a supply moves from one company to another, it's important the meter readings used to open the new and close the old accounts are the same. This makes sure the same energy is only charged once. An ARD is raised where there's a discrepancy between the readings the two suppliers are using. Provided, that is, the difference is above set thresholds. The two suppliers then agree a reading to start/close the account. Ideally, this will be the same as you've already advised. It can take up to 30 working days to sort but often much sooner.

Did you specifically opt for email communications? If you didn't, we'll confirm the switch by letter. If you did, there's sometimes difficulties where they land in junk folders due to the settings on the email account. At other times, the inbox might be full. In these cases, we usually receive a bounce back notice and, again, a letter will be sent. Not saying this has happened here, it's just something to consider.

Sorry for the delay elizabeth2015 but, from your post, it looks like things are moving forward.

Malc