Eon energy reviews: Give your feedback

MABLE

I have decided to switch for the electric supply only and goes live tomorrow.
I gave the meter read on the 21 Feb and the same with my old supplier.

Hopefully there will be no issues.

Also have opted for variable DD so I am in control. I have completely had it with monthly dd's and worth paying a bit extra just for peace of mind.

I rate my former supplier N Power 10 out of 10 and only leaving on price.

System

E.ON_Company_Representative:_Malc wrote: »

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

Thank you for this information. I am still waiting for written confirmation from you - e-mail /letter - confirming that my switches have actually gone through. Who do I need to raise this issue with? My dismay with E.oN as a company increases by the day.

MABLE

MABLE wrote: »

I have decided to switch for the electric supply only and goes live tomorrow.
I gave the meter read on the 21 Feb and the same with my old supplier.

Hopefully there will be no issues.

Also have opted for variable DD so I am in control. I have completely had it with monthly dd's and worth paying a bit extra just for peace of mind.

I rate my former supplier N Power 10 out of 10 and only leaving on price.

UPDATE

Checked today and N Power have closed my electricity account and just been on E.on;s site and confirm account opened today as planned.

Brilliant service from both company's and no complaints regarding E.on's switching service.

mikk

Anybody know when low rate energy kicks in on "eon energy plan" I was formerly on Economy 7. I am using very little but getting big bills. I a need the info' for a monitor. I believe for a meter test a £93 deposit is required-is this refundable?

Former_E.ON_Company_Representative:_Malc

Hengus wrote: »

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.

Hengus wrote: »

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!!

Hengus wrote: »

Thank you for this information. I am still waiting for written confirmation from you - e-mail /letter - confirming that my switches have actually gone through. Who do I need to raise this issue with? My dismay with E.oN as a company increases by the day.

Hi Hengus

I'm really sorry you've had such a poor experience. Sounds like you're in a similar position to elizabeth2015. We've started supplying but the online bit isn't fully up and running yet. If I'm right, you'll be able to switch again straightaway. The online part won't have any impact on this.

From previous posts, it looks like you've joined us under the new faster switching scheme. You mention in post 180 about receiving an email at the start of the cooling off period. This only kicked in under faster switching. Before, these emails weren't sent until after cooling off.

Even where we've started supplying, there's still quite a lot of activity going on in the background. This includes contacting third parties to make sure we've all the details about the electricity and gas supplies. We'll also be in touch with the old supplier to let them have the meter readings we'll be using to open the account. They'll use the same readings to issue their final bill. All this can take up to 30 working days after we start supplying. Once it's all through, we'll send an email or letter to let you know. At this point, the online account will go live too.

Don't worry, even with all this going off, we'll be supplying from the start dates mentioned in post 194. Billing will start from these dates at the prices agreed when the switch started.

Any of our advisors will be able to talk to you about this but, as you've been dealing with a Resolution Manager, it's best to contact them. They'll manage the complaint including passing it to our Resolution Reviewers if you're unhappy with their advice. The Reviewers will look at the complaint from both your point of view and ours to see if anything could've been done differently. If, after 56 days or where we've reached deadlock, you remain unhappy you can refer the case to the Ombudsman for an independent review.

Sorry again you've been so disappointed with your switch to us Hengus.

Malc

Former_E.ON_Company_Representative:_Malc

MABLE wrote: »

UPDATE

Checked today and N Power have closed my electricity account and just been on E.on;s site and confirm account opened today as planned.

Brilliant service from both company's and no complaints regarding E.on's switching service.

Hi Mable and thanks for the positive words, they're appreciated.

I've just posted some information to Hengus about switching that you might find useful. It's post number 236. Mainly, I'd expect we'll start supplying before the online account is fully live. Billing, too, will start from when we take over the account and not from when the online bit is fully up and running. This will be at the prices chosen when you agreed to switch.

When it's time to tell us the opening meter readings, I'd phone them through to 0345 301 4905 (lines are open from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays). These guys are dealing with opening readings at the moment following some serious technical issues in this area. I've posted quite a bit more about this previously on this thread.

Hope this helps and thanks again Mable.

Malc

However

Having switched back to E.ON in December, I submitted initial Elec/Gas Meter Readings as requested, but E.ON's systems didn't register Gas. After I queried by phone, Customer Services admitted initial readings weren't being recorded because of system issues, and they manually put in the readings for me. When even these readings never appeared on my account, I queried again, and Customer Services confirmed what figures E.ON would use for the first bill - and sent me an email explicitly confirming what initial meter reading they would use.


When first bill became due, STILL no initial reading visible, and STILL my uptodate reading didn't register. Another discussion with Customer Services ensued who assured me everything really was all right and a bill would be generated with the correct readings.


The bill was generated with the wrong initial gas meter reading! They used one from Jan 2014 before I switched away from E.ON. Yet another contact with Customer Services; I've been assured AGAIN that the bill will be corrected.


But I'm anything but confident because the reason I was given for the error was nonsense: a failure in the paperwork between Scottish Power and E.ON. This is demonstrable cobblers, because E.ON already had the information and already had confirmed it to me. Why are they unable to simply read their own email?


Anyone else have this problem? I'm unhappy about the problem in the first place, I'm not best pleased with the rather short attitude of whoever it was I have been talking to this afternoon, and I'm not at all confident it will be resolved (E.ON asking Scottish Power to resend information). I've been billed £680 instead of £81, and I can see E.ON demanding huge increases in DD as a consequence.

System

E.ON_Company_Representative:_Malc wrote: »

Hi Hengus

I'm really sorry you've had such a poor experience. Sounds like you're in a similar position to elizabeth2015. We've started supplying but the online bit isn't fully up and running yet. If I'm right, you'll be able to switch again straightaway. The online part won't have any impact on this.

From previous posts, it looks like you've joined us under the new faster switching scheme. You mention in post 180 about receiving an email at the start of the cooling off period. This only kicked in under faster switching. Before, these emails weren't sent until after cooling off.

Even where we've started supplying, there's still quite a lot of activity going on in the background. This includes contacting third parties to make sure we've all the details about the electricity and gas supplies. We'll also be in touch with the old supplier to let them have the meter readings we'll be using to open the account. They'll use the same readings to issue their final bill. All this can take up to 30 working days after we start supplying. Once it's all through, we'll send an email or letter to let you know. At this point, the online account will go live too.

Don't worry, even with all this going off, we'll be supplying from the start dates mentioned in post 194. Billing will start from these dates at the prices agreed when the switch started.

Any of our advisors will be able to talk to you about this but, as you've been dealing with a Resolution Manager, it's best to contact them. They'll manage the complaint including passing it to our Resolution Reviewers if you're unhappy with their advice. The Reviewers will look at the complaint from both your point of view and ours to see if anything could've been done differently. If, after 56 days or where we've reached deadlock, you remain unhappy you can refer the case to the Ombudsman for an independent review.

Sorry again you've been so disappointed with your switch to us Hengus.

Malc

Thanks Malc. I received an e-mail from E.oN yesterday telling me that my gas switch went through on the 11th. My old supplier says that it hasn't had any confirmation or meter readings as my supply is via an IGT and this can take up to 6 weeks. Conversely, three weeks on, I have received nothing from E.oN about my electricity switch but I received final billing for electricity from my old supplier yesterday. I now have a bet on that there is going to be a dispute over opening and closing meter readings.I can think of no other business sector that would be allowed to get away with such slow and antiquated business practices.

MABLE

E.ON_Company_Representative:_Malc wrote: »

Hi Mable and thanks for the positive words, they're appreciated.

I've just posted some information to Hengus about switching that you might find useful. It's post number 236. Mainly, I'd expect we'll start supplying before the online account is fully live. Billing, too, will start from when we take over the account and not from when the online bit is fully up and running. This will be at the prices chosen when you agreed to switch.

When it's time to tell us the opening meter readings, I'd phone them through to 0345 301 4905 (lines are open from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays). These guys are dealing with opening readings at the moment following some serious technical issues in this area. I've posted quite a bit more about this previously on this thread.

Hope this helps and thanks again Mable.

Malc

I supplied my meter readings online on the 21 Feb and just phoned
E.on and confirmed all received. Also the customer service from the guy i spoke to was excellent and very friendly. Well done!

Former_E.ON_Company_Representative:_Malc

However wrote: »

Having switched back to E.ON in December, I submitted initial Elec/Gas Meter Readings as requested, but E.ON's systems didn't register Gas. After I queried by phone, Customer Services admitted initial readings weren't being recorded because of system issues, and they manually put in the readings for me. When even these readings never appeared on my account, I queried again, and Customer Services confirmed what figures E.ON would use for the first bill - and sent me an email explicitly confirming what initial meter reading they would use.


When first bill became due, STILL no initial reading visible, and STILL my uptodate reading didn't register. Another discussion with Customer Services ensued who assured me everything really was all right and a bill would be generated with the correct readings.


The bill was generated with the wrong initial gas meter reading! They used one from Jan 2014 before I switched away from E.ON. Yet another contact with Customer Services; I've been assured AGAIN that the bill will be corrected.


But I'm anything but confident because the reason I was given for the error was nonsense: a failure in the paperwork between Scottish Power and E.ON. This is demonstrable cobblers, because E.ON already had the information and already had confirmed it to me. Why are they unable to simply read their own email?


Anyone else have this problem? I'm unhappy about the problem in the first place, I'm not best pleased with the rather short attitude of whoever it was I have been talking to this afternoon, and I'm not at all confident it will be resolved (E.ON asking Scottish Power to resend information). I've been billed £680 instead of £81, and I can see E.ON demanding huge increases in DD as a consequence.

Hi However and welcome to the Forums.

I'm really sorry for the difficulties you've had with the opening meter readings. Also, for the attitude of the advisor you spoke to yesterday.

You're right, we've been having technical issues which have had an impact on new customers giving their opening meter readings online. As I mentioned to Mable yesterday (post 237), we've a specialist team looking after this. If you're still unhappy with the corrected bill, I'd phone these guys rather than the call centre.

On the corrected bill, check our opening meter readings match those used by your old supplier on their final bill. This'll make sure you're only being charged once for the same energy.

As we're re-billing straightaway, the wrong bill shouldn't have an impact on your Monthly Direct Debit. We review these arrangements quarterly but will only make changes, if necessary, at the mid-point and annual reviews. At the other times, we'll let you know if we think a decrease/increase is needed but leave it up to you to make any changes.

Going forward, thought I'd mention a facility for online customers to give more control over the Monthly Direct Debit. It's called the Direct Debit Manager and lets you make changes to the monthly amount. Comes in handy should circumstances change.

Provided the account is billed up to the latest meter readings, you can change 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 let you know 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 again you've had such a poor initial experience.

Malc