Eon complaint

Sittingherefreezing

A few months after joining Eon I realised my DD's hadn't been set up, a £380 gas bill landed through my door so I contacted them. I spoke to an advisor who told me my usage was £90pm combined so I agreed to pay £100 to chip away at the debt. A few months after a £400 electric bill arrived. I rang & the advisor was nearing the end of her shift but assured me I would be contacted the following morning before 10am as I work night shift. I waited up until midday then went to bed as they didn't call back. The following week I spoke to another woman who couldn't access one of my accounts, I asked why on earth anyone would pay one bill via DD & the other quarterly, she couldn't understand why but said I would be called back the following day....no call back.
The following week I rang the complaints line, the man was very helpful & sorted out my DD's in minutes. A few days later I received a patronising email suggesting I pay £181pm to pay off my debt. I was furious after experiencing a catalogue of mistakes & poor customer service.
After emails back & forth with the complaints department I was offered £65 compensation for Eon's failure to contact me but the man refused to accept responsibility for my debt building due to not setting up the DD's when they were supposed to. He said we needed to be paying more than £135pm as this what we were using. I found this hard to believe as we work all day & due to the decent weather have rarely had the heating on. Anyway I checked our usage over the last 2 weeks. Working out the units used & standing charges for both gas & electric the costs came to a grand total of £28 which doesn't include our 8% discount for paying by DD & duel fuel discount..... Can anyone give any ideas to why Eon's actions make us feel like we are being ripped off? Thanks

Wywth

Sittingherefreezing wrote: »

A few months after joining Eon I realised my DD's hadn't been set up, a £380 gas bill landed through my door so I contacted them. I spoke to an advisor who told me my usage was £90pm combined so I agreed to pay £100 to chip away at the debt. A few months after a £400 electric bill arrived. I rang & the advisor was nearing the end of her shift but assured me I would be contacted the following morning before 10am as I work night shift. I waited up until midday then went to bed as they didn't call back. The following week I spoke to another woman who couldn't access one of my accounts, I asked why on earth anyone would pay one bill via DD & the other quarterly, she couldn't understand why but said I would be called back the following day....no call back.
The following week I rang the complaints line, the man was very helpful & sorted out my DD's in minutes. A few days later I received a patronising email suggesting I pay £181pm to pay off my debt. I was furious after experiencing a catalogue of mistakes & poor customer service.
After emails back & forth with the complaints department I was offered £65 compensation for Eon's failure to contact me but the man refused to accept responsibility for my debt building due to not setting up the DD's when they were supposed to. He said we needed to be paying more than £135pm as this what we were using. I found this hard to believe as we work all day & due to the decent weather have rarely had the heating on. Anyway I checked our usage over the last 2 weeks. Working out the units used & standing charges for both gas & electric the costs came to a grand total of £28 which doesn't include our 8% discount for paying by DD & duel fuel discount..... Can anyone give any ideas to why Eon's actions make us feel like we are being ripped off? Thanks

So let me get this right.

You joined Eon, and for a few months you never noticed about £200 a month was not leaving your account.

After a few months when you had used £380 worth of gas you discovered the gas DD should have been about £90 a month (so presumably it was about 4-5 months that you paid nothing, zilch, nada)

Then you say they agreed to you paying just £100 a month???
Usually suppliers allow you to repay debt over the period no longer that it was originally accrued, but you were only paying £10 off the debt a month - so that would have taken over 3 years! :eek:
Does that sound like a rip off?
Sounds more like a Corporal Jones post to me...:cool:

(and yes, some people do pay one energy monthly by DD and the other on receipt of bill)

matelodave

I'd guess that if your direct debits hadn't been set up then you would have a bank account with lots of money sitting in it with which you could now pay the bill. If not where did you think all the money was coming from and where has it all gone.

It's not hard to check your bank account, either on line or reading the statements and it should have been apparent that there was something wrong.

Why do you think they are ripping you off - the DD should be averaged out over 12 months use of energy, not just the few months in summer when you aren't using much. You need to take into account the much higher usage in the winter time, plus the arrears that you've manage to accumulate by not keeping an eye on your bank account or power meters.

I can't see how you feel that its someone else's fault

diggerproud

Just received a bill for £87 for our combined gas & electric. The DD set up for £100pm was to cover both plus chip a little off the debt. Can't understand where their estimate has came from. Lastly thanks for the !!!!!! reply....time of the month is it?

matelodave

You can't blame someone else for your own short comings - if they weren't taking the money then you should still have it - simples.

Don't rely on estimates, they don't know what you are using unless they get a reading. It's easy to check the meters yourself and get the bills corrected otherwise you end up either not paying enough or paying too much.

Check your bank & credit card statements to make sure that your payments both in and out are correct and going to the right people and not being siphoned off somewhere else.

If you don't take charge of your own money, who else will?

Former_E.ON_Company_Representative:_Malc

Sittingherefreezing wrote: »

A few months after joining Eon I realised my DD's hadn't been set up, a £380 gas bill landed through my door so I contacted them. I spoke to an advisor who told me my usage was £90pm combined so I agreed to pay £100 to chip away at the debt. A few months after a £400 electric bill arrived. I rang & the advisor was nearing the end of her shift but assured me I would be contacted the following morning before 10am as I work night shift. I waited up until midday then went to bed as they didn't call back. The following week I spoke to another woman who couldn't access one of my accounts, I asked why on earth anyone would pay one bill via DD & the other quarterly, she couldn't understand why but said I would be called back the following day....no call back.
The following week I rang the complaints line, the man was very helpful & sorted out my DD's in minutes. A few days later I received a patronising email suggesting I pay £181pm to pay off my debt. I was furious after experiencing a catalogue of mistakes & poor customer service.
After emails back & forth with the complaints department I was offered £65 compensation for Eon's failure to contact me but the man refused to accept responsibility for my debt building due to not setting up the DD's when they were supposed to. He said we needed to be paying more than £135pm as this what we were using. I found this hard to believe as we work all day & due to the decent weather have rarely had the heating on. Anyway I checked our usage over the last 2 weeks. Working out the units used & standing charges for both gas & electric the costs came to a grand total of £28 which doesn't include our 8% discount for paying by DD & duel fuel discount..... Can anyone give any ideas to why Eon's actions make us feel like we are being ripped off? Thanks

Hi Sittingherefreezing

I'm sorry we didn't call back as promised. You did the right thing in contacting the complaints line and I'm glad our advisor was helpful and set up your Direct Debits.

However, if you're not happy with the proposed resolution, you can escalate this to the advisor's manager. After 56 days, if you remain unhappy, you can go to the Ombudsman for an independent review.

Direct Debits need to cover the ongoing usage and pay off the outstanding balance over an agreed period. As matelodave says, the monthly payments are based on a 12 month period. This often leads to paying more than you're using during the summer months to compensate for higher winter usage.

The aim is for a zero balance by the time of the annual review.

I'd suggest keeping an eye on your meter readings. Let us know, if you believe your circumstances have changed and you're using less than before. We're always happy to review payment arrangements.

Hope this is of interest.

Malc