Eon energy reviews: Give your feedback

RightyTightyLeftyLoosey

Been with them about 2.5 years in my new build flat. Bills are low (great insulation, DG and top floor flat, so warm) and online energy use tools are quite good. Their estimated bills are a bit of a joke though, so I have to be super mindful to enter my readings.

I get vouchers from them every now and again for buying up 'points' but also cash back from my bank for paying by DD. Easy to change your DD online.

Former_E.ON_Company_Representative:_Malc

Thanks for the feedback RightyTightyLeftyLoosey. Glad most things are going fairly smoothly but sorry our estimates aren't too accurate. You're doing exactly the right thing in making sure you give us up to date meter readings.

You seem to be on top of things but if you ever need any help, you know where I am. Thanks again for taking the time to post on this thread. It's really appreciated.

Malc

MABLE

Just checked my account and see E.on have already credited the account with the governments £12 rebate scheme.

You really cannot fault E.on for their efficiency.

kazzco

Hello all, please can anyone give me advice. I am with E.on for Gas & Elec on a pre-paymeter
I would like to move to monthly direct debit and I hope this is going to be cheaper.
At the moment I putting about £23.00 in the electric meter a week and £10 week on gas but only just started using heating again now.
I phoned E.on twice to try and find out how much it will cost me per month by direct debit and they say they can't give that information , you should be able to find this on our website.
I am stuck and don't know how to move forward, please can you help. Thank you

Rovergb

Eon MSE Collective Switch

At the moment I do not have much confidence in Eon due to their response so far.

On the 17th Sept I attempted to give my meter readings online, I cant recall if I used the App or the account web page. For whatever reason only the Electric reading was recorded and although I tried to submit the Gas reading the system would not allow it to be entered.

I always want the information to be correct so on the 18th September I rang Customer Services and asked for the Gas reading to be added. I asked if it would definitely be used and given to EDF for my final readings, which was confirmed.

A couple of days later the account page readings still only showed the Electric so I used the online email to ask what was happening. I received a phone call from Eon stating that although the Gas reading was not shown it would be passed to EDF.

On the 24th September I received a email confirming my switch was complete and also received my final bill from EDF. This showed the correct Electric reading but a estimated Gas reading eighty units higher than it should have been.

I called Customer Services and went through my efforts to try to ensure everything was correct. I was told the figures had been increased because of the timing until the account was opened or something like that. What I had forgotten was that the Electric was correct which does'nt really stack up with the explanation. I was given a choice of either that Eon would go back to EDF and try to ammend the bill which could take a while or for Eon to use the estimated figure as the staring point, so I agreed the the latter.

My concern now is that I do not have any confidence in Eon to use the estimated reading which would give me back my eighty units. At the moment I am approximately £30 out of pocket instead of getting a refund from EDF. On my meter reading page it now shows my original readings.

How do I know with confidence that this will be sorted out.

What I will add is that everyone I have spoken to has been great but it seems processes in the background just undo their apparent helpfulness.

Former_E.ON_Company_Representative:_Malc

MABLE wrote: »

Just checked my account and see E.on have already credited the account with the governments £12 rebate scheme.

You really cannot fault E.on for their efficiency.

Thanks for the positive feedback MABLE. Really appreciated.

Helena posted some stuff about this the other day. It's at the link below.

https://forums.moneysavingexpert.com/discussion/5341372

Might be of interest to others too.

Thanks again MABLE.

Malc

Former_E.ON_Company_Representative:_Malc

kazzco wrote: »

Hello all, please can anyone give me advice. I am with E.on for Gas & Elec on a pre-paymeter
I would like to move to monthly direct debit and I hope this is going to be cheaper.
At the moment I putting about £23.00 in the electric meter a week and £10 week on gas but only just started using heating again now.
I phoned E.on twice to try and find out how much it will cost me per month by direct debit and they say they can't give that information , you should be able to find this on our website.
I am stuck and don't know how to move forward, please can you help. Thank you

Hi kazzco and welcome to the Forums.

I'm really sorry you received such poor responses when you phoned. I'll do my best to give some more meaningful information.

Provided you pass an external credit check and there's no debt involved, we'll be happy to replace your prepayment meter with a credit meter. There's no charge for this. Prepayment prices are roughly the same as those on our standard credit tariff. There are, though, more options with a credit tariff.

We only have the one prepayment tariff but there's more available with a credit meter. This is both with us and with the other suppliers. The best thing to do is pop your annual usage in kWh on to an independent comparison site. This will list all your options. You may have to pretend you already have a credit meter to see the prices/savings but should give you a good idea. Our tariffs are listed on the website.

Your usage will be on the annual summary we send. Also, if you've registered online, it'll be on our website under MiData. It's on the left hand menu when logged in.

Our Monthly Direct Debit customers also benefit from lower daily standing charges. It's worth about £35 per fuel per year. Most other discounts/benefits are the same regardless of whether it's prepayment or credit. This includes dual fuel and paperless billing discounts as well as E.ON Rewards.

Hope this is a bit more useful kazzco. Let me know if you need any more information as happy to help.

Malc

MABLE

E.ON_Company_Representative:_Malc wrote: »

Thanks for the positive feedback MABLE. Really appreciated.

Helena posted some stuff about this the other day. It's at the link below.

https://forums.moneysavingexpert.com/discussion/5341372

Might be of interest to others too.

Thanks again MABLE.

Malc

Your welcome. Take it from me Malc when you have had such a bad experience with a former supplier you really appreciate it when you have joined a company like E.on.

Former_E.ON_Company_Representative:_Malc

Rovergb wrote: »

Eon MSE Collective Switch

At the moment I do not have much confidence in Eon due to their response so far.

On the 17th Sept I attempted to give my meter readings online, I cant recall if I used the App or the account web page. For whatever reason only the Electric reading was recorded and although I tried to submit the Gas reading the system would not allow it to be entered.

I always want the information to be correct so on the 18th September I rang Customer Services and asked for the Gas reading to be added. I asked if it would definitely be used and given to EDF for my final readings, which was confirmed.

A couple of days later the account page readings still only showed the Electric so I used the online email to ask what was happening. I received a phone call from Eon stating that although the Gas reading was not shown it would be passed to EDF.

On the 24th September I received a email confirming my switch was complete and also received my final bill from EDF. This showed the correct Electric reading but a estimated Gas reading eighty units higher than it should have been.

I called Customer Services and went through my efforts to try to ensure everything was correct. I was told the figures had been increased because of the timing until the account was opened or something like that. What I had forgotten was that the Electric was correct which does'nt really stack up with the explanation. I was given a choice of either that Eon would go back to EDF and try to ammend the bill which could take a while or for Eon to use the estimated figure as the staring point, so I agreed the the latter.

My concern now is that I do not have any confidence in Eon to use the estimated reading which would give me back my eighty units. At the moment I am approximately £30 out of pocket instead of getting a refund from EDF. On my meter reading page it now shows my original readings.

How do I know with confidence that this will be sorted out.

What I will add is that everyone I have spoken to has been great but it seems processes in the background just undo their apparent helpfulness.

Hi Rovergb and welcome to the Forums.

I'm sorry you've lost confidence in us. Sometimes, with a change of supplier, one fuel completes the switch later than the other. If I might explain.

As part of a change of supplier, various pieces of information are passed between the gaining and losing suppliers as well as third parties like the regional distributor, meter operator, meter reading agent, national databases etc. These messages are used to let all those involved with your energy supply know about the changed circumstances. Although we'll start supplying you, it may be longer before all the information's in place. One of the messages concerns the meter readings. These come to us via a third party who check them to make sure they fit in with previous readings.

A knock on effect is that you won't be able to use certain tools or see particular bits of information on our website until all's in place. Once all's done, you'll be able to use and see everything. Individual situations differ but usually most are sorted within 30 days.

From what you say, I suspect all's okay with the electricity but we're still waiting for certain pieces of information about the gas. As part of the change of supply process, it's up to us as your new supplier to let the old supplier have our opening meter readings. The old supplier will use the same readings to close their account. This is to stop the same energy from being charged twice. Sometimes, where there's a delay, the old supplier will estimate a closing reading. This is usually amended later once the actual readings come through and a revised final bill is then issued.

In certain circumstances, usually where there's disagreement over the readings, we can raise what's known as an Agreed Reads Dispute (ARD). This is an industry wide process used by most suppliers to agree opening/closing readings. There are certain thresholds before these can be used. 80 units of gas on a 4 dial imperial gas meter is fine but if your meter's a 5 dial metric one then it'll be below the threshold. If this is the case, an ARD won't be possible and we'll have to go with the estimate.

Some of this is speculation Rovergb and sorry if I'm wide of the mark. Hope it gives a bit of an insight in to what happens when you change supplier. Let me know if you need any more information as happy to help.

Malc

PS/ Glad our advisors have been helpful.

Former_E.ON_Company_Representative:_Malc

MABLE wrote: »

Your welcome. Take it from me Malc when you have had such a bad experience with a former supplier you really appreciate it when you have joined a company like E.on.

Thanks again MABLE and have a great weekend.

Malc