Eon energy reviews: Give your feedback

bigdadda

Just phoned EON. They say they cannot stop the DD taking £251 this month and the only way round it is for me to cancel it at my end. I have specifically asked if there will be any penalty for doing this and the agent has assured me there will be no penalty. ... Hmmmmm !

Former_E.ON_Company_Representative:_Malc

Hi bigdadda

Sorry about the wait on Monday. We had problems with our systems over the weekend and this had a knock on effect when lines re-opened Monday morning.

Following a change in a Monthly Direct Debit, it can take up to a couple of weeks for banks to update the details. I suspect this is why it's too late to stop the next payment coming out at the higher amount without cancelling the arrangement. You can certainly do this. Provided it's set back up again relatively quickly, there'll be no loss. If it's not reset quickly, you may miss out on a few days lower standing charges. It just depends how quickly it's reset. There's a couple of alternatives though.

Firstly, the collection date can be changed to give the bank time to set at the lower level. This will probably mean missing a payment. Don't worry, if this happens, the missing amount can be spread out over the remaining months up to the annual review. To make up for the shortfall, it may mean higher monthly payments up to the review. At the annual review, any credit over a fiver is automatically sent back to your bank.

Secondly, once the higher payment hits your account, the difference (£126) can be refunded. If your account's in credit, it'll be back in your bank within 5 working days (bit longer if not as the refund will need approving at a higher level).

Sorry again for the long wait on the phone and for not giving you these options. Drop an email to the address in my Profile if you need me to do either of the above. If you let me have your details as well as up to date meter readings, I'll be happy to sort.

Malc

bigdadda

Thanks for taking time to respond Malc.
The agent I spoke did not give me the alternatives that you mentioned but I have cancelled the direct debit and will reinstate it at the earliest opportunity. I asked the agent how eon had arrived at the estimated figure and he seemed to think this was based on past usage which is just rubbish. The only time we ever used an unusually high amount of gas was the winter of 2010 when we had snow and ice for about 6 weeks non stop. Our heating was on 24/7. We have not had another winter like that since.

Lo and behold at about 5.30 this evening a meter reader from g4s appeared and took another reading along with serial number etc. I asked why I was having another reading done and his response was that the previous had been "corrupt". I can appreciate that people make mistakes etc but it's not very nice when it ends up being at my expense. I also sincerely hope that there is no question regarding my honesty in submitting my readings.

You mentioned the November review etc. quite honestly eon are going to have to do something special for me still to be a customer come November.

frank777

No Penalty? check your credit file - for a late/missed payment - E.ON report your payment transactions - If a late/missed payment appears, make a formal complaint to E.ON by email. I would expect to be paid compensation and have my credit file corrected.

Former_E.ON_Company_Representative:_Malc

bigdadda wrote: »

Thanks for taking time to respond Malc.
The agent I spoke did not give me the alternatives that you mentioned but I have cancelled the direct debit and will reinstate it at the earliest opportunity. I asked the agent how eon had arrived at the estimated figure and he seemed to think this was based on past usage which is just rubbish. The only time we ever used an unusually high amount of gas was the winter of 2010 when we had snow and ice for about 6 weeks non stop. Our heating was on 24/7. We have not had another winter like that since.

Lo and behold at about 5.30 this evening a meter reader from g4s appeared and took another reading along with serial number etc. I asked why I was having another reading done and his response was that the previous had been "corrupt". I can appreciate that people make mistakes etc but it's not very nice when it ends up being at my expense. I also sincerely hope that there is no question regarding my honesty in submitting my readings.

You mentioned the November review etc. quite honestly eon are going to have to do something special for me still to be a customer come November.

Hi bigdadda

I see. A corrupt reading would've been rejected by our system and this automatically leads to an estimate being raised. As you've not been with us long, I suspect the estimate would've been based on usage information for the property given us by the gas distributor when you switched (this is part of the change of supplier journey). If there's a large gap between readings, seasonal adjustments might also have been added.

Sounds like a reading was taken first time around but was rejected and triggered the return visit. This will have been to check the information taken originally not your readings. We're always happy to accept a customer's readings and the longer you're with us the more your readings will come into play.

I'm sorry you weren't offered the options I mentioned earlier but hope you're okay with the payments going forward. As earlier, any credit balance over a fiver is automatically sent back to your bank at the annual review so you won't be out of pocket.

Malc

bigdadda

Frank777's post is a bit alarming. I have a perfect credit score. Malc can you tell me if what he says is correct ?

Former_E.ON_Company_Representative:_Malc

frank777 wrote: »

No Penalty? check your credit file - for a late/missed payment - E.ON report your payment transactions - If a late/missed payment appears, make a formal complaint to E.ON by email. I would expect to be paid compensation and have my credit file corrected.

Hi frank777

Just thought I'd pop on to let you know, every month we share payment information with the Credit Reference Agency, Equifax. This is to help us assess credit risk more accurately and keep debt to a minimum.

When we share, we give a true picture of the status of accounts at that time. Where there's a balance at the time of the share, this will be the information we give. We'll continue to share this as long as there's an outstanding balance. Customers are given 44 days to pay bills before we share.

We don't just share information of customers who don't pay or fail payment arrangements though. We also share details of those who pay promptly and this puts positive entries on reports and helps build up credit ratings.

We started sharing back in 2012 and this has been in our terms and conditions since at least then. There's more details on our website under 'use of personal data.'

Hope this explains our policy frank777. Let me know if you need any more information as happy to help.

Malc

Former_E.ON_Company_Representative:_Malc

bigdadda wrote: »

Frank777's post is a bit alarming. I have a perfect credit score. Malc can you tell me if what he says is correct ?

Hi bigdadda

Just replied to frank777's post. Hope this helps.

Malc

frank777

Hi Malc
I guess bigdadda is fortunate that his problem happened at the beginning of the month and with a bit of luck will have time to update payment before the end of this month. If it had happened near the end of the month, the missed/late payment would have appeared on his credit file.

''Every month we share payment information with the Credit Reference Agency, Equifax''
*a true picture of the status of accounts at that time*

Is that why you have the online make a faster payment facility to avoid problems? Does paying by this method + Direct Debit change the status of your account - increase your standing charges.

Example: My latest Bill Statement has a balance owing of £13.00. ''We've calculated that your Direct Debit doesn't need to change'' Does this £13.00 debt, appear on my credit file?

Former_E.ON_Company_Representative:_Malc

Hi frank777

Online payments are a quick way to pay but it's not the only option. There's several ways to do this including by Monthly or Variable Direct Debit, by phone with a credit/debit card, at banks, Post Offices, PayPoint or PayZone outlets and by cheque. By phone, you can either talk to an advisor or use our automated system.

Paying with a Monthly Direct Debit knocks about £35 per fuel per year off bills as customers doing this have lower Daily Standing Charges. If you're a residential customer, there's no added charge for payment by other means.

Payment arrangements are indicated when we share but it's only when they fail that it shows as a negative entry. Although, if the £13 debit balance is left over from a previous debt, this will be shared as such. If it's just part of the ongoing Monthly Direct Debit, it won't be shown as a debt.

Hope this explains.

Malc