Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

katonia wrote: »

i switched to eon when I had moved had used the switch through this site but never heard another thing! I am on quarterly bills as was told was not allowed a monthly plan also lost out on the warm home discount as had closed! but apart from that bills pretty good so far

Hi katonia and sorry for the late reply.

Are we supplying you now? Not sure as you say you applied to switch but didn't hear anything.

On the Warm Home Discount, we stopped accepting applications for the Broader Group for the 2014/15 scheme on 21 November 14. This is the group customers need to apply for. Customers who fall into the Core Group, though, don't need to apply. They'll be contacted directly by the Department for Work Pensions with details of the payment.

Hope this is of interest katonia.

Malc

Former_E.ON_Company_Representative:_Malc

OrangeBunny wrote: »

I swapped to EON as the MSE Cheap Energy Club comparison stated they offered the Warm Home Discount. When I asked to apply, I was told the applications had closed, and I would not have been eligible.
Other people on this forum were similarly affected, and I felt as though they had my custom under false pretence as I'd emailed them to enquire about the discount as soon as I filled in the application, but they did not reply within the two week cooling off period.
However, I found a link to the application form, and was also sent one from MSE, though EON remained so insistent that I wouldn't be eligible, that I signed up with another company who were still accepting Warm Home Discount applications.
A few weeks later, I received a letter telling me my Warm Home application had been accepted by EON, but too late to stop the transfer.
I found EON's customer service staff to be clearly ill informed, as well as being downright rude. They are very slow to reply. There is no direct contact email, so correspondence has to be conducted via a form on their website.
They might be cheap, I also found them to be nasty!

Hi OrangeBunny and sorry for the late reply. I'm also really sorry we've caused you so much pain. Thought I'd pop on and try to explain a couple of things.

As I posted above in reply to katonia, we stopped accepting Warm Home Discount applications for the Broader Group for the 2014/15 scheme on 21 November 14. It can take up to 12 weeks to sort an application and reply so, it's possible, applications received before this date were still going through. Not saying this is what happened to your application, it's just a possibility. Either way, this should have been explained when you contacted us.

We encourage customers who want to send emails to go through the website. These emails are sorted via the category selected and routed to dedicated teams. We find this helps to make sure emails aren't missed and are handled by the right part of the business.

Sorry again you've had such a poor experience.

Malc

Former_E.ON_Company_Representative:_Malc

MABLE wrote: »

I signed into my account today and see the start figures has now appeared and my former supplier has already billed me. However I
inputed my present meter reading today and thought I could produce a virtual bill online. This was not case and said unable to produce a bill.

Any idea Malc?

Hi Mable

Sorry you've been unable to create your own online bill through the 'Real Time Billing' tool. A couple of things come to mind.

For customers billed quarterly, we operate a 'billing window.' This window is open for 14 days either side of the next bill date. Readings entered during this period automatically lead to a bill so you won't have the option to create your own. If the window was open when you put your readings in, a new bill will have been issued. We'll send an email to let you know when it's ready to view online.

Alternatively, if the readings were out of line with what we already have, they'll be rejected. In this case, though, we'll put up a message asking you to contact us. Similarly, if a particular register shows no usage, our online system won't accept the reading. This, though, tends to happen more with multi-rate electricity meters connected to the heating/hot water circuits. Sometimes, one register isn't used and can cause this issue. This can soon be sorted if you let us know.

A colleague's just told me we had a few glitches with the website over the weekend and immediately after. I've been out of the office for a few days so wasn't aware. Not sure what was wrong but could be another reason.

I'd try again. Let me know what happens. Drop an email to the address in my Profile if you prefer. Happy to take a look.

Malc

MABLE

E.ON_Company_Representative:_Malc wrote: »

Hi Mable

Sorry you've been unable to create your own online bill through the 'Real Time Billing' tool. A couple of things come to mind.

For customers billed quarterly, we operate a 'billing window.' This window is open for 14 days either side of the next bill date. Readings entered during this period automatically lead to a bill so you won't have the option to create your own. If the window was open when you put your readings in, a new bill will have been issued. We'll send an email to let you know when it's ready to view online.

Alternatively, if the readings were out of line with what we already have, they'll be rejected. In this case, though, we'll put up a message asking you to contact us. Similarly, if a particular register shows no usage, our online system won't accept the reading. This, though, tends to happen more with multi-rate electricity meters connected to the heating/hot water circuits. Sometimes, one register isn't used and can cause this issue. This can soon be sorted if you let us know.

A colleague's just told me we had a few glitches with the website over the weekend and immediately after. I've been out of the office for a few days so wasn't aware. Not sure what was wrong but could be another reason.

I'd try again. Let me know what happens. Drop an email to the address in my Profile if you prefer. Happy to take a look.

Malc

Thanks for that. I have entered my readings 11th and like last time were accepted and no message appeared. It also came up with the amount of energy so far used but nothing about a bill.

I see it now says Estimated next bill date :
13th Apr 2015.

Does your company normally send an email before the bill is produced for me to give you the reading.

Today I have given me meter reading again and gives a running running total.
I clicked on new bill button and it said I will be sent an email when it is ready.

I thought it automatically would produce a virtual bill immediately.

Also I checked with history of meter reads given so far and besides each one it just says unbilled but I suppose this would be correct.

Former_E.ON_Company_Representative:_Malc

Morning Mable and thanks for coming back to me. All sounds ok.

As the next bill date is about a month away, the billing window I mentioned yesterday isn't relevant. When readings are entered outside the window there's two options. The first is to see the balance these readings will result in. This will be the running total you mention. The second is a button to 'request a new bill.' As you've selected this second option, a new bill to these readings will be created and you'll be able to see this online within 24 hours. Each time a new bill is issued, we'll send an email to advise.

Once accounts enter the billing window, we'll send an email asking for meter readings. This will be at the start of the window and again just before it closes if, that is, we haven't received readings by then. Also, there'll be a note at the top of the first page of your online account when you log in. This will confirm the bill date and ask for readings. It's always good to check this first page regularly as any new items or requests tend to appear here first.

You're right, where readings are received outside the window and bills aren't created, they'll be recorded and shown online as 'not used for billing.'

Hope this helps Mable. Let me know if you need any more information as happy to help.

Malc

MABLE

E.ON_Company_Representative:_Malc wrote: »

Morning Mable and thanks for coming back to me. All sounds ok.

As the next bill date is about a month away, the billing window I mentioned yesterday isn't relevant. When readings are entered outside the window there's two options. The first is to see the balance these readings will result in. This will be the running total you mention. The second is a button to 'request a new bill.' As you've selected this second option, a new bill to these readings will be created and you'll be able to see this online within 24 hours. Each time a new bill is issued, we'll send an email to advise.

Once accounts enter the billing window, we'll send an email asking for meter readings. This will be at the start of the window and again just before it closes if, that is, we haven't received readings by then. Also, there'll be a note at the top of the first page of your online account when you log in. This will confirm the bill date and ask for readings. It's always good to check this first page regularly as any new items or requests tend to appear here first.

You're right, where readings are received outside the window and bills aren't created, they'll be recorded and shown online as 'not used for billing.'

Hope this helps Mable. Let me know if you need any more information as happy to help.

Malc

Without mentioning a company name I wish my former suppliers was as helpful as your team. However that said received excellent lip service but thats all.

Former_E.ON_Company_Representative:_Malc

MABLE wrote: »

Without mentioning a company name I wish my former suppliers was as helpful as your team. However that said received excellent lip service but thats all.

Cheers Mable. Have a good day. :beer:
Malc

Pimms16

E.ON_Company_Representative:_Malc wrote: »

Hi Pimms16 and welcome to the Forums.

Sorry for the late reply and for taking the Direct Debit payment even though you didn't switch to us. As we're returning the money to your bank through the Direct Debit arrangement, I'd expect it to be in your account now. Drop an email to the address in my Profile if it isn't. I'll be happy to look into it for you.

Malc

Thanks for the reply Malc. I wish I had seen your reply sooner

Unfortunately, two weeks on and the promised refund has not materialised. So I called again today to be told a refund was DD was actioned on 2/3. I was then told that as I was saying it had not arrived I would be sent a cheque. I queried that surely they must know I have not received it/it has not been sent as they wouldn't so readily have ordered up the cheque? The person I was talking to clearly could not be bothered, and just repeated 'well you say you've not had it so I'm sending a cheque'. She also said that the DD arrangements had been cancelled (by E.on as I haven't cancelled as I was waiting for my refund!) so it would have to be a cheque.

Not a single word of apology. Really very very unimpressed and will have an easier decision next time when switching and 2 companies offer similar deals cos it won't be E.on!

brewerdave

About 1 week ago, I used the Energyhelpline's Great British Collective Switch to move from one EON tariff to another. I received the EHL email confirming the switch but I haven't had any communication from EON eg welcome email message since then -should I have ?? Or will nothing happen in this case until the 14 day cooling off period has passed??

Former_E.ON_Company_Representative:_Malc

Pimms16 wrote: »

Thanks for the reply Malc. I wish I had seen your reply sooner

Unfortunately, two weeks on and the promised refund has not materialised. So I called again today to be told a refund was DD was actioned on 2/3. I was then told that as I was saying it had not arrived I would be sent a cheque. I queried that surely they must know I have not received it/it has not been sent as they wouldn't so readily have ordered up the cheque? The person I was talking to clearly could not be bothered, and just repeated 'well you say you've not had it so I'm sending a cheque'. She also said that the DD arrangements had been cancelled (by E.on as I haven't cancelled as I was waiting for my refund!) so it would have to be a cheque.

Not a single word of apology. Really very very unimpressed and will have an easier decision next time when switching and 2 companies offer similar deals cos it won't be E.on!

Hi Pimms

I'm really sorry you still haven't had your refund and that you weren't happy with the advisor you spoke to.

To be honest, it sounds as though we cancelled the Direct Debit but the first advisor mistakenly put your refund through this way. In these cases, accounts drop on to a task list and are worked manually. Where refunds haven't been made and there's no payment arrangement in place, cheques are sent instead. This can take up to a few weeks to sort. I suspect the second advisor could see this, issued a cheque and cancelled the task list.

Alternatively, we had some system issues recently which caused Direct Debit refunds to be delayed for a few days. These issues have been sorted and the relevant payments are going out. If this happened on your account, the second advisor would've been wrong to send a cheque as this would mean duplicating the refund and putting the account in debt. That's assuming the advisor was right about the status of the Direct Debit.

I'm guessing though Pimms and could be well wide of the mark. As I offered before, I'll be happy to take a look if you drop an email to the address in my Profile.

Sorry again for this hassle.

Malc