EON FIT Team - Email Problem

Seanymph

If this is in the wrong place please redirect me.

My payment date was 9th August, as I was on holiday I sent through the reading on 4th. Got the requisite acknowledgement email, went away.

Tomorrow is day 10 (the email says payment 5 - 10 days) so I phoned to check how much was coming.

They have 'email problems' and have had 'several complaints' from people who have not been able to submit readings this quarter. I was told I couldn't now submit until November.

Actually I was lucky - as I submitted five days early, and chased nine days later I am still within my '7 days each side' window and was able to submit my reading today.

Only just though!

If you are awaiting payment, even if you have had your emailed reply they may not be processing it.

Thought I'd give everyone the heads up.

Former_E.ON_Company_Representative:_Malc

Hi Seanymph

You're spot on. We recently had a problem with a particular server. This meant that, although the automated email was being sent, some emails weren't being received.

This wasn't the case with all emails, just those being routed through the suspect server.

I've just been speaking with one of the guys in the FIT team who was involved with this issue and the problem has now been resolved. Going forward, we're back on track as before.

Really sorry for the inconvenience caused.

Malc

zeupater

E.ON_Company_Representative:_Malc wrote: »

Hi Seanymph

You're spot on. We recently had a problem with a particular server. This meant that, although the automated email was being sent, some emails weren't being received.

This wasn't the case with all emails, just those being routed through the suspect server.

I've just been speaking with one of the guys in the FIT team who was involved with this issue and the problem has now been resolved. Going forward, we're back on track as before.

Really sorry for the inconvenience caused.

Malc

Hi Malc

As it's acknowledged as being an issue at your end I find the situation as described as being totally unacceptable ....

I would hope that everything possible is being done by E.ON to address this particular issue and to provide their partners with an appropriate level of financial redress ....

Apologise to all concerned, pay-up if necessary ... and, most importantly, don't do it again ....

Z

Seanymph

My problem was that I wasn't told 'oh yes, we had server problems, very sorry give me your reading and I'll process it even though we are outside your 14 day window'.

I was told 'oh yes, we had server problems so you have to wait until November for any money' 'yes, I know you received an email acknowledging receipt'.

That's why I posted it on here - I think that's shabby.

Generally I do it on the day - and chase on day 10 - which would have meant that I WAS outside my 14 day window for submitting my reading.

I wasn't, so the man on the phone didn't have a leg to stand on when he TWICE tried to deny me the right to submit a second reading - but as it was EON's fault then I jolly well think that the 14 day window should be extended to allow people to still get their money.

I had had a holiday, was waiting for the money on day 10 because I had spent out, and came back to find I had ANOTHER 10 day wait.

I asked if it could be done quicker and was told that 'if I interfere with the system it will take 30 days, would you like me to do that?' - no, of course I wouldn't.

I had all sorts of problems with EON at the beginning, and it was going well finally - but I think EVERY CUSTOMER should get an email warning them of this problem so that they can resubmit if they need to and not have to wait a further three months to submit this quarter as part of the next one.

The_Green_Hornet

If you have a problem with E.ON then I suggest you go down the formal complaint route as, from previous experience, posting messages on this forum won't get your issue resolved.

E.ON Complaints Procedure

Seanymph

Thanks TGH - Mine was resolved, my money will come in 10 days. I was giving other EON FIT clients the heads up is all.

emmatthew

I have my FIT with EON and always have problems last time (may) I emailed my reading on the exact date and received the auto reply After a month of no payment I contacted them to be told I had missed the payment window and would have to wait until the next date. I proved I was on time by forwarding the emails confirming it was not my fault. The reason for the issue I was told was that someone must have got distracted by a phone call when inputting my details. They did agree to pay me and did within 2 weeks.
I gave my latest reading of 7435 on 9th August I got a phone call this week telling me there had been a mistake by the person inputting my details as it has been input as 4735 because this was less than my last reading the system thinks my meter has gone around the clock so I was told my payment is going through on 16th Aug as £4000 ish They want me to send them a cheque back for the difference £3500 ish The problem is I did not receive the £4000 into my account. Just to confuse the matter more they started calling me Martin since May and all communication with them (my name is Matthew) always has been and is what was on my account until May this year for some reason.
So they are telling me to pay them £3500 but have not even received any payment from them for this quarter. What a joke.

Marksfish

Looks like I may be in trouble then. Our first reading was sent on 9th July, the day for sending was 10th but we were going on holiday. I received the acknowledgement, but to date, no funds. I have emailed the FIT team, but no response yet. I shall be very annoyed if I have fallen foul of this cok up and will certainly use the formal complaints system from the link provided. Life with Eon has been nothing but hassle since we moved house and joined them in December :mad:

Seanymph

marksfish you can phone them up, they are pretty good (now) at answering the phone fairly quickly - the number is on the bottom of the email acknowledgement.

And I have to confess that they were paying within 10 days from receipt for a couple of quarters there. I suspect yours isn't in the system.

Marksfish

Will try that on Monday, thanks :beer:

Marksfish

Managed to ring them today and was not happy with what I was told.

They told me that my account didn’t go live until 10th July, so I now had to wait until September for payment, so basically tough!! That was despite me receiving an email confirmation back in May to say my account was live and I should submit on 10th July for my first payment.

I then escalated my enquiry to a complaint, a lady rang me back and told me they had closed my FIt account to force the payment to be made and then re- opened it. Payment should be sent tomorrow and arrive in 3- 5 working days. How come E.On don’t have faster payments??? What a palava!!!