Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

Raxiel wrote: »

I made this post in another E.ON thread (about rewards going away) but it got missed and fell off the front page so I'm reposting it here:

Hello Raxiel and sorry for the delay replying. I did post a response last Thursday on the other thread. It's at the following link (post #15).

https://forums.moneysavingexpert.com/discussion/5586973

For the benefit of others, I advised as follows.

Once your new supplier applies to take over the supply, the online account will be locked down and no changes can be made. For suppliers signed up to Faster Switching (takes about two and half weeks), this happens fairly early in the switch.

The new supplier will send us the meter readings they'll open your account from. We'll use the same readings to close our account and issue a final bill. At this point, your online account will be closed down completely although you'll still be able to access if for information. An exception to this is the Saving Energy Toolkit. This will disappear from the online account altogether.

With the Rewards, we'll update your points balance with all the points earned up until you leave and round these up to the nearest 100. These will be shown on your final bill. You'll then be able to exchange your points for either Tesco Clubcard points or High Street Shopping Vouchers until all the Reward Points have gone or expired (2 years after issue).

As part of the transfer, we'll send details of past usage to your new supplier. This goes via a third party and is sent via electronic messages.

Sorry to lose you Raxiel and hope this explains what will happen.

Malc

molerat

They obviously don't care that I am leaving. I have been asked for a read for my regular bill and I have submitted one (twice) but the caption still stays at the top of the page, it will not update my account balance and a bill is not being produced. They must have been notified I am leaving but not a peep out of them, no sorry you are leaving e-mail or message on the account.

jlfan

molerat wrote: »

They obviously don't care that I am leaving. I have been asked for a read for my regular bill and I have submitted one (twice) but the caption still stays at the top of the page, it will not update my account balance and a bill is not being produced. They must have been notified I am leaving but not a peep out of them, no sorry you are leaving e-mail or message on the account.

In the same boat, switching to Iresa - Jan 31st scheduled for elec and shortly after I hope for the gas. I have a message on my 'mobile' webpage via my iPhone ( not the app), but I couldn't find any message on the main computer www page. As Malc explained above my account is now frozen - I can't change anything like you said above, so they must know, which is good because my v19 pricing will continue while the switch takes place.

Didn't really expect an email, but the message on the mobile site says something along the lines they see I am moving and to make sure I have the best deal. I can phone them....

Former_E.ON_Company_Representative:_Malc

OhJay wrote: »

Less than impressed with them. The people are lovely when you speak to them but constantly having to front a flawed system.
Been with them 18 months.
Regular letter addressed to "The Occupier" demanding payment. Every time I've called them been told to ignore them and they know it's not me and they'll make sure the letters stopped. The letters have now become "we're forwarding your account to a collections agency". House was being rented before we bought and the house was on a prepay key meter when we got it so I can only assume it's something left over from that but I've had an account there for 18 months yet the system hasn't realised this and keeps sending out the letters.

Twice in the time I've been with them they've tried to increase my DD to over 8x what I was paying for reasons beyond anyone's comprehension, something to do with gas meter readings was all I could get. Phoned them up and they'd happily reduced it back to previous levels but the system just increased it without anyone actually checking such a ludicrous increase before it went out, needed me to call and query it before they looked at it.

And the elec meter has been it's own fiasco. I can go into details if anyone wants but, short version, due to 18 months of systematically ignoring readings, including those taken by their own readers, because they weren't in line with the estimates I have just been landed with a £990 bill. Initially called suspecting faulty meter and got a named complaints guy. Very much felt he had his fob-me-off answer pre-prepared but when I pointed out a massive flaw in his argument he actually took the time to look into the notes (in spite of having, apparently, "investigated" for a week) and we discovered a history of readings buried in the notes, none of which had been put in the billing system.

I've set up a 2 year payment plan to settle it but it's been too many moments of stress to stay with them. Joined to look to switch, I'll keep settling my account with them steadily over 2 years and go somewhere cheaper with systems that actually work!

Hello OhJay and welcome to the Forums.

I'm sorry you've had so many poor experiences with us over such a relatively short time. Sounds like a nightmare.

I agree, suspect we haven't adjusted the billing address and are still asking for payments against a previous account before you took over. This is something your Complaint Manager will have sorted as part of their resolution.

Not using actual meter readings isn't good and can lead to the sort of increases we've suggested. Do you know why they weren't used? Even if out of synch with previous readings, they can be altered. I suspect the meter exchange had something to do with this. Once this is underway, it isn't possible to make this type of change until it's all done and dusted. This is no excuse though as it shouldn't be taking over 18 months to put through. Again, as part of the resolution, your Complaint Manager will have sorted the billing so, going forward, actual readings are used. This will have a knock on effect on the payment reviews. The more actual readings we have, the more accurate they'll become.

Monthly Direct Debits are based on current prices and usage over the past 12 to 18 months. With the readings being wrong, this will have given a completely false impression of usage and caused the sort of reviews and bills you've experienced.

We review Monthly Direct Debits every quarter but will only make changes at the mid-term and annual points. At the other times, we'll let you know if a change is necessary but leave it up to you to make any alterations. The aim is to achieve as near as possible to a zero balance by the annual review. Now we're using your readings, future reviews will be more accurate.

Totally understand why you want to leave given the nightmare you've gone through. Again, I'm sorry this has happened and that it has taken so long to sort.

Malc

Former_E.ON_Company_Representative:_Malc

Oakdene wrote: »

I went on live chat today as I flicked through my electric prepayment meter & saw there was a debt of over £150 on there! I was shocked that I could have accumulated that much debt in 12 months (since I bought the house) when I put £25 a month on there. The advisor was great & said that the debt didnt belong to me & that they would wipe it & also they would refund any money I have paid towards the debt. Will they refund this money to the meter or via cheque?

Morning Oakdene and glad we've sorted this for you.

The way we'll send the refund will depend on how the advisor has put it through. They should've let you know at the time and sorry if they didn't. It's often put on the meter and, if it has, the message will be picked up when you top up. If they've sent a cheque, you'll receive this within 10 working days.

Hope you liked the Live Chat tool on our website. We launched this last year and it's proving very popular. If you pop on again, one of our Live Chatters will be able to quickly let you know about the refund.

Hope this helps Oakdene.

Malc

Former_E.ON_Company_Representative:_Malc

molerat wrote: »

They obviously don't care that I am leaving. I have been asked for a read for my regular bill and I have submitted one (twice) but the caption still stays at the top of the page, it will not update my account balance and a bill is not being produced. They must have been notified I am leaving but not a peep out of them, no sorry you are leaving e-mail or message on the account.

Sorry to lose you molerat and I'm sure we'll be in touch soon.

With all switches, there's a period where the losing supplier can object to the move. We usually contact leaving customers after this time. Unless, that is, you've opted out of marketing contact. The timing depends on whether or not your chosen supplier has signed up to Faster Switching (about two and half weeks).

Sounds as though your new supplier has been in touch. At this point, your account will be locked down so no changes can be made. From what you say, looks like this has happened.

Sorry again to lose you but understand why.

Malc

Former_E.ON_Company_Representative:_Malc

jlfan wrote: »

In the same boat, switching to Iresa - Jan 31st scheduled for elec and shortly after I hope for the gas. I have a message on my 'mobile' webpage via my iPhone ( not the app), but I couldn't find any message on the main computer www page. As Malc explained above my account is now frozen - I can't change anything like you said above, so they must know, which is good because my v19 pricing will continue while the switch takes place.

Didn't really expect an email, but the message on the mobile site says something along the lines they see I am moving and to make sure I have the best deal. I can phone them....

Hello jlfan and sorry to lose you too.

As above in reply to molerat, as your online account is locked, looks like your new supplier has been in touch. As inside the Price Protection window (open 49 calendar days before the tariff end date until 20 working days after), we'll keep you on the cheaper prices until the supply end date.

Malc

Raxiel

E.ON_Company_Representative:_Malc wrote: »

...(T)he Price Protection window (open 49 calendar days before the tariff end date until 20 working days after), we'll keep you on the cheaper prices until the supply end date.

Malc

I must admit, this is something I'm quite grateful to E.ON for. Our v19 fix has ended and we've been moved to the E7 standard variable rate. Had a bit of a shock when I saw the daily consumption on the IHD had exceeded £4 for the first time since we got it (Normally less than £3) before I realised it was the tariff change. New supplier haven't made contact yet it seems, but the expected switch completion date is within the 20 days, so contact should be made soon.

razord

Raxiel wrote: »

I must admit, this is something I'm quite grateful to E.ON for. Our v19 fix has ended and we've been moved to the E7 standard variable rate. Had a bit of a shock when I saw the daily consumption on the IHD had exceeded £4 for the first time since we got it (Normally less than £3) before I realised it was the tariff change. New supplier haven't made contact yet it seems, but the expected switch completion date is within the 20 days, so contact should be made soon.

I might be wrong, but I thought that to get that 20 day extension, the supplier had to make contact with E.ON before the last day of the previous tariff?

Former_E.ON_Company_Representative:_Malc

Raxiel wrote: »

I must admit, this is something I'm quite grateful to E.ON for. Our v19 fix has ended and we've been moved to the E7 standard variable rate. Had a bit of a shock when I saw the daily consumption on the IHD had exceeded £4 for the first time since we got it (Normally less than £3) before I realised it was the tariff change. New supplier haven't made contact yet it seems, but the expected switch completion date is within the 20 days, so contact should be made soon.

When did you start the switch Raxiel? Most suppliers have signed up to Faster Switching (takes about two and half weeks) but there are exceptions. If not signed up, it could be a couple of weeks before they make contact to apply for the account. Depends on the supplier.

Provided they apply for the account within the Price Protection window (as above, open 49 calendar days before the tariff end date until 20 working days after), you'll be okay.

Suppliers using Faster Switching usually apply for accounts very quickly after a customer agrees to move.

Might be worth checking Raxiel if only for peace of mind.

Malc