Eon energy reviews: Give your feedback

Cjc140

Continued...he advised her to contact the enforcement officer and explain what EON had said and agree to arrange a payment plan for the remaining £200. We couldn't work out why this was advised as this shouldn't have gone to the high court or enforcement officers in the first place. My partner called the HCE group and the woman she spoke to was very rude and blunt and basically said if you don't pay the full £1000 plus the costs the enf

Cjc140

Enforcement officer would visit after which we could agree a payment plan. Obviously we do not owe this money and it should never have gone to court as were not even given a chance to dispute it as we have had several statements from EON at our new property and this was never mentioned nor did we receive court papers. EON customer service and the legal team have both admitted that £200 is on hold, that we have never received the call back regarding this and they cannot understand how it should have gone to the high court. Any advice on this matter would be much appreciated as the enforcement officer is due to visit after Saturday. We have 3 young children and this is causing massive stress, especially after being told by EON it shouldnt have gone to court as we paid the majority off and never received a call back regarding the remaining £200 which is on hold. I look forward to your response.

Former_E.ON_Company_Representative:_Malc

MoneyMate wrote: »

I did not realise about the £12 credit to my account from the governments £12 rebate scheme. THANKS MABLE for this info. :beer:

Morning MoneyMate

Thought I'd pop on and let you know, we've started to make the £12 payments to all customers who took electricity from us on 11 October 15. We're looking to have the payments done by the end of November 15. This is the second part of the rebate following on from the initial £12 paid in Autumn 14. It'll be shown on the next bill after 11 October 15 as £12.00 CR Government Electricity Rebate. If you've registered with our website, you'll be able to see it there by going to 'Billings & Payments' and then choosing 'See full payment history.' Helena posted more information about these payments at the link below.

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

If you're eligible, we're also currently taking applications for the Warm Home Discount scheme. This is a payment of £140 to all those who qualify. There's more information, including an application form, on our website.

Hope this is of interest MoneyMate.

Malc

Former_E.ON_Company_Representative:_Malc

BlueEyedGirl wrote: »

Some feedback from me. I have been with E:ON now for just over a year. Recently had to log a complaint, but it was dealt with really well by a member of the complaints team. Had meter properly read twice in the first year, which is handy when your gas meter is in such an awkward place! Was told by customer services I am an extremely low user of both gas and electric which is always good to know! Also got my Warm Home Front Grant last month and my £12 Government rebate this week!

Just to echo Helena's post BlueEyedGirl. Sorry you needed to complain but glad all sorted okay. Thanks also for the feedback, it's really appreciated. As Helena says, you know where we are if you need us.

Malc

Former_E.ON_Company_Representative:_Malc

Rovergb wrote: »

Hi Malc,

Thanks for your reply.
I have just found this on my meter reads history.

24/09/2015 28251 Customer Not used for billing
24/09/2015 28331 Special Not used for billing
24/09/2015 28331 Estimated Not used for billing

As mentioned I contacted Customer Services twice to confirm that my reading would be used, looking at this I can't see why I've been left with the problem as the email confirming the account was open on the 24th. I will leave it now until I get my first bill which if they use the estimated reading should iron it it out.

Ken

Hi Ken and thanks for the extra information. It's important to make sure our opening meter reading matches the closing reading used by your previous supplier. That way, you'll only pay once for the same gas.

Don't worry about the online account saying 'Not used for billing.' It just means it hasn't been used yet.

You know where we are if you need any help.

Malc

Former_E.ON_Company_Representative:_Malc

lisa110rry wrote: »

The more I read this thread, the more impressed I am with this company. I'm not currently a customer, having moved (from ExtraEnergy) to a different fixed price tariff. However, when my current fix expires I'll certainly be looking long and hard at Eon because of the high level of customer service shown on this website and the positive comments of other members, whatever the cost. Good customer service has a cost, without doubt, and it's one I'll be happy to pay.

E.ON_Company_Representative:_Helena wrote: »

Morning lisa110rry that's very kind!

You know where we are if you do need us in the future

Helena

Thanks from me too lisa110rry. Reading this was a nice way to start the day.

Malc

Former_E.ON_Company_Representative:_Malc

The_Emperors_Tailor wrote: »

Don't bother, my admin fees would far out way any potential saving
I applied to switch duel fuel from BritGas to Eon on 9th Sept 2015, now 19th Oct 2015 and BritGas and Eon cannot agree on 'apparent' missing gas meter reading that was provided with the electric meter reading at the time on Eons request.
I am now in limbo with 2 active Direct Debits to 2 different energy companies, both with the ability to charge variable amounts and some very confusing BritGas emails as to credit / debit amounts .
I have offered new reading to BG but am told this is NOT possible as it must come from Eon, who insist its been sent.
We are wasting lots of energy going in circles.

Hi The Emperors Tailor and welcome to the Forums.

I'm sorry you feel as though you're going round in circles. It sounds like we may have raised an Agreed Reads Dispute (ARD) similar to that I described to Rovergb in post 440 above.

As your new supplier, it's our responsibility to send our opening meter readings to the previous supplier. If they dispute what we're saying or the customer has a different reading, we'll raise the ARD as a way to sort this. This is provided the difference is above certain thresholds. For gas, this is 125 units for a 5 dial metric meter or 45 units for a 4 dial imperial meter. If this is what's happening, they're usually sorted within 30 days. This, though, will be from the date the ARD was raised and not from when the switch started.

Once done, we'll send the reading through to the previous supplier. They'll use it to close their account and issue a final bill. We'll use the same reading to start billing you from. This makes sure you're only charged once for the same gas.

I'm speculating here and sorry if I'm way off beam. If you drop an email to the address in my Profile, I'll be happy to take a look. Please include the reading you originally gave us as well as an up to date reading.

Malc

Maxwell007

Morning Malc & Helena please see your emails,
thanks keep up the great work.

E.ON_Company_Representative:_Helena

Maxwell007 wrote: »

Morning Malc & Helena please see your emails,
thanks keep up the great work.

Got it, thank you, I'll get back to you as soon as possible.

Helena

Former_E.ON_Company_Representative:_Malc

strawberrylane wrote: »

@Eon Rep MALC or HELENA

Malc/Helena

Eon are in the process of switching my mother-in-law to the EON USWITCH FIXED 1 COLLECTIVE OCTOBER 15 tariff. She is currently with EDF for elec and gas.

She received an email from Eon today (Monday 19th October) asking for meter readings. When we clicked on the "Send us your meter reading" link in the email we were re-directed to an error page on the Eon website entitled "Microsoft Forefront Threat Management Gateway 2010" with the message "The page cannot be displayed. Error code: 500 Internal Server Error. The request was rejected by the HTTP filter. Contact the server administrator. (12217)".

So, instead she logged into her new Eon account online which we had recently setup a few days ago and attempted to enter the meter readings there. But she was only able to enter and submit the electricity reading. When she tried to submit the gas reading it said that she had already submitted the opening readings and it could not use the gas reading as the opening reading. So, it seems that Eon will be sending the correct opening electricity reading to EDF but an INCORRECT (blank/unknown/zeroes??) opening gas reading to EDF.

Malc/Helena, firstly why has this happened? Why has the system not allowed the opening gas reading to be submitted? And secondly, what's going to happen now and what gas reading will Eon send to EDF??

This is quite frustrating. I hope my mother-in-law doesn't end up with a huge incorrect final gas bill from EDF.

Please advise.
Thank you.

Hi strawberrylane and sorry you're feeling frustrated with our systems.

Not sure but it sounds like the security settings on your mother-in-law's computer may be a bit too high for our emails. This can lead to them being disliked and blocked as per the message you've posted. Guessing though.

It's not unusual for the electricity and gas to complete at different times. It sounds like your mother-in-law's switch is at a similar stage to Rovergb above. Thought it might help if I copy some of the details from my reply to that post.

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, until all's in place, certain tools on our website can't be used and particular bits of information can't be seen. Once all's done, your mother-in-law will 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 the 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.

Keep hold of the readings taken for the start of the account. If there's a discrepancy, we can use the Agreed Reads Dispute (ARD) I spoke about to Rovergb and The Emperors Tailor above (post 458). We'll agree a read with the previous supplier so the respective starting/closing readings match and your mother-in-law's only charged once for the same gas. Just keep in mind the thresholds I mentioned - 125 units for a 5 dial metric gas meter or 45 units for a 4 dial imperial gas meter.

Sorry again for the frustration but hope this eases your mind a little.

Malc