Eon delaying switch to Ovo; lies

catalina66

Hiya :-)

Since moving here in July 2013, it's been a dreadful year with Eon; was stuck on one extortionate Heatwise tariff, bills nearly 4 times what I used to pay, overcharged and sent a massive bill months later, then no bills produced since March. Had very bad ill health, but, once I could attend to matters again, I strongly queried why no bill was produced in May and asked for one to be produced to make up for that, so I wasn't left with the stress of an even larger bill for the next quarter. They refused, no apology, and said the next bill will arrive on time, which it hasn't, despite a meter reading miraculously happening over 2 weeks ago.

I made a complaint around 2 months ago, and was told 2-3 weeks in that there had been a problem with my account, regarding producing a bill, and that this was to do with the government saying they had to adapt figures in some way. I was told that the problem had been fixed, and it was suggested I drop the complaint. I refused, as I had still received no bill.

I just couldn't face another winter with Eon, and had to leap out somehow, despite all my money will need to go on paying off any bill ... changed meter to E7 and have just last week switched to Ovo, and reported Eon via the ombudsman. Waiting to hear back, but, in the meantime, yet more problems with Eon.

All I have heard, via the one ansaphone message left earlier in the week is that there's a problem with my account, a bill can't be produced, but nothing about what they're doing or how it will be fixed ... the same reason, hence the person I was dealing with regarding the complaint was lying, and, again, I've had to get in touch with Eon to discover this is, again, the problem. They have just let this roll on, with no bill being produced, and not letting me know.

I said I prefer email contact, yet a fiasco ensues about phoning me, with an attitude that I should really call them if I'm interested ... I've been unwell and happened to miss one attempt at calling, answered the phone lastnight and the person put the phone down, and this morning was put on hold for ages so I emailed instead. No email or call today, despite me making it clear that they cannot delay this switch, and need to communicate via email urgently.

This again seems rather deliberate unpleasantness today, after the lady originally saying she'd get back to me by Friday. I've made it clear the ombudsman will insist on a bill asap and insist my switch is not affected negatively. Ovo have already needed to shift my switch date from October 13 to November 11, and I can't get a response or bill from Eon, with which to update Ovo and try to get out sooner rather than later.

I would much welcome any advice.
Thanks, Cat

chanz4

the eos can ask for a bill, but wont force

catalina66

chanz4 wrote: »

the eos can ask for a bill, but wont force

Thanks, but on re-checking the ombudsman's site, this is what I found. Reproducing it incase it's helpful to others too.

The ombudsman site says that they will liaise with the company, with the base line of good industry practice, regulatory rules and codes of practice, and, if they notice that a complaint can be resolved simply, they'll contact the company by phone or email. If myself and Eon agreed to their resolution, that would become the ombudsman’s decision and the proposed resolution would be binding on the company.

If it's a more complex issue, they say they'll set in motion an investigation plan, then liasing, agreeing, and enforcing the agreed resolution ensues ... "the proposed resolution is binding on the company and enforceable".

They check up in all cases to see if the company has done what was agreed. They can also insist the company apologises and pays a financial award for time and trouble spent dealing with the issues.

http://www.ombudsman-services.org/how-we-work-os.html#process%20quick%20link

chanz4

reality mate they dont

spiro

You would normally only be on a heatwise tariff if that is the meter setup you have. The meter would need to be changed to go onto E7 tariff. Also lots of suppliers, especially the small ones, don't offer a heatwise or E10 tariff. You need to check what you have, E7 or heatwise/E10.

catalina66

chanz4 wrote: »

reality mate they dont

Are you meaning that you had an experience where they didn't force an energy company to comply?

catalina66

spiro wrote: »

You would normally only be on a heatwise tariff if that is the meter setup you have. The meter would need to be changed to go onto E7 tariff. Also lots of suppliers, especially the small ones, don't offer a heatwise or E10 tariff. You need to check what you have, E7 or heatwise/E10.

Thanks spiro. I've had the meter changed to an E7, to enable me to go over to Ovo, but a huge bill is pending, due to Eon being so incompetent. I worry they're deliberately spinning out the producing of a bill, and am wondering how to make them produce one ... this has been the excuse applied by them since March, and I need to get away from dealing with Eon and the giant bills. Even directly telling them I've contacted the ombudsman, so they may as well get on with fixing this asap, just makes them worse, no matter how polite I was. Deliberately not getting back to me on Friday as promised just isn't okay; awkward all the way ... and when I call I'm just put on hold for ages. They're not even honouring the 'reply within 3 days', about emails, either.

I haven't heard back from the ombudsman yet, and really am concerned that switching to Ovo will be even more delayed by Eon dragging this out. Ovo have already had to delay the switch to November 11th, and the winter period really is the worst time this could happen.

Former_E.ON_Company_Representative:_Malc

Hi Cat

We’ve spoken previously about your old meter and I’m sorry you’re still unhappy with the way your account’s been handled.

As this is now with our complaints team and you’re not happy with the way they’re handling your account, you’re doing the right thing in referring the matter to the Ombudsman for an independent review.

Just thought I’d mention a couple of things that might be of interest.

Having an ongoing complaint that’s now with the Ombudsman won’t affect your switch. Usually, we only object to a change of supplier where’s there’s a previous debt on the account.

Also, with a change of supplier, it’s the responsibility of the new supplier to let the old supplier have the meter readings they intend to use to open their account. The old supplier will use the same readings to close their account. This stops the same energy from being charged twice.

Once the switch is complete, your new supplier will let us have their opening readings and we’ll raise our final bill based on these.

At this point, if you’re struggling to pay in one go, we’ll be happy to look at setting up a payment arrangement to spread the final balance over a more manageable period.

I suspect the delayed billing may, in part, be down to the new meter. It sometimes takes a time to update accounts following a meter exchange as there’s quite a bit of information to sort out. This can also involve third parties like the electricity distributor and the national database. I’m guessing here, though, and could be wrong.

Hope this is of interest.

Malc

catalina66

E.ON_Company_Representative:_Malc wrote: »

Hi Cat

We’ve spoken previously about your old meter and I’m sorry you’re still unhappy with the way your account’s been handled.

As this is now with our complaints team and you’re not happy with the way they’re handling your account, you’re doing the right thing in referring the matter to the Ombudsman for an independent review.

Just thought I’d mention a couple of things that might be of interest.

Having an ongoing complaint that’s now with the Ombudsman won’t affect your switch. Usually, we only object to a change of supplier where’s there’s a previous debt on the account.

Also, with a change of supplier, it’s the responsibility of the new supplier to let the old supplier have the meter readings they intend to use to open their account. The old supplier will use the same readings to close their account. This stops the same energy from being charged twice.

Once the switch is complete, your new supplier will let us have their opening readings and we’ll raise our final bill based on these.

At this point, if you’re struggling to pay in one go, we’ll be happy to look at setting up a payment arrangement to spread the final balance over a more manageable period.

I suspect the delayed billing may, in part, be down to the new meter. It sometimes takes a time to update accounts following a meter exchange as there’s quite a bit of information to sort out. This can also involve third parties like the electricity distributor and the national database. I’m guessing here, though, and could be wrong.

Hope this is of interest.

Malc

Thanks for responding, Malc, and for understanding that reporting to the ombudsman is right.

With being told that a bill can't be produced, since March, I'm unsure it's the meter change that might be the issue, but I could be wrong. It's nearly 8 weeks since the meter was changed, so even there things have gone too slowly and are affecting the switch negatively.

Also, it's been very disconcerting how unwilling Eon have been to tell me anything, putting the phone down on me when I answer, odd things like that. More fed up than I can describe, especially as I was supposed to be on the PSR, which again I discovered wasn't done, after over a year. Seem to have been treated as entirely off the radar and as not mattering as a customer at all.

Thank you for explaining more about the switch. The last thing I want is paying off anything dragging on, as I need to get switched asap, especially with the winter quarter starting. I have to say I could not be more relieved to leave, and am clear that having this big bill due is entirely Eon's fault, and deeply resent that. I've always been the most reliable kind of energy customer, never a DD missed, but the extortionate amount Eon said was needed for a DD meant I had to go to 'pay on receipt of bill' when I moved here, but then no bills produced.

I hope you understand that I was never going to have anything good to finally say about Eon, but I really do appreciate you taking the time to respond, and thanks for apologising too. :beer:

Thanks, Cat

Former_E.ON_Company_Representative:_Malc

Totally understand Cat. Hope all goes well for you in the future.

Malc

catalina66

E.ON_Company_Representative:_Malc wrote: »

Totally understand Cat. Hope all goes well for you in the future.

Malc

Thank you very much, Malc.

Major problem I've just discovered, having just logged on to my account and come here to post in total shock ... a £5, 423 bill, based on estimated readings, yet the meter was read about 3 weeks ago, and also new readings submitted when the E7 meter was installed. There is NO way my usage is this ... I use one heater, which I've only just started using this last week, and take all kinds of energy measures eg I use the washer and dryer once a week, no extra lights on, minimum use of hairdryer, etc etc etc. How on earth has this fantasy amount been conjured up?! How can 6 weeks of E7 usage be so high?

I've just taken readings ... 1 = 00145, and 4 = 00342.