wits end re Eon, ombudsman, due to switch to Ovo in 9 days

Andrewzy

Sorry to hear about your problems catalina66, hope they get sorted out very soon.

I'm here trying to figure out whether to switch to Eon. They're currently quoted as £393/year cheaper than our current supplier (M&S, we switched to them via the Cheap Energy Club about 18 months ago) but there seem to be some absolutely dire reviews here and the club comparison page itself warns about poor feedback.

More research needed, I think. I absolutely won't switch if experiences like yours are common - who would? - but it's difficult to get a good fix on suppliers based on online reviews.

catalina66

Andrewzy wrote: »

Sorry to hear about your problems catalina66, hope they get sorted out very soon.

I'm here trying to figure out whether to switch to Eon. They're currently quoted as £393/year cheaper than our current supplier (M&S, we switched to them via the Cheap Energy Club about 18 months ago) but there seem to be some absolutely dire reviews here and the club comparison page itself warns about poor feedback.

More research needed, I think. I absolutely won't switch if experiences like yours are common - who would? - but it's difficult to get a good fix on suppliers based on online reviews.

Thankyou very much, Andrewzy. And I absolutely cannot recommend you switch to Eon. It really isn't worth it. I'm a very fair person and give anyone a chance, but Eon have really pushed me too far. I'm being very honest about Eon, no exaggeration, I promise. It would have been great if Eon had been good to deal with, but the facts are that I've never had such a bad year and a half with an energy company, and never want to go through that again. Better to go with another company (I'm switching to Ovo, and other newer companies get very good reviews eg Good Energy) where you can be confident in being treated well, even if there's a little difference moneywise. Better to sleep well, than let some energy company cause stress. I couldn't even set up a DD with Eon, as they quoted a very high figure, so I had to 'pay on receipt of bill', which is not a nice way to pay energy bills, especially when you get no bill and have to keep money aside constantly! And they knew I had health problems and was stressed about what was happening, and just were more unpleasant and caused more stress.

Eon know they have a lot of bad reviews, and that people are fed up of high energy prices, so I wouldn't be tempted by their offer. You'd just be a number to Eon. To another company, you'd be a human being. I can't encourage you enough to really check out company reviews, and to avoid Eon like the plague.

Ovo are very clear to deal with, you can do everything online clearly, dealing with them on the phone is very clear and efficient, and their pricing is very good. One or two emails weren't too clearly answered, but the phone service was exemplary when I called, plus I use the 0800 app on my smartphone so it costs nothing. I'd called them about a block message showing on my online account page. MPAN's needed to be clarified. Did that, he immediately forwarded info to the right dept, and within 5 minutes of speaking on the phone, the new switch date arrived via email (switch moved to 2 days later than originally planned). My Ovo page was updated within a day, to reflect that the switch is going ahead. Very refreshing for things to run so smoothly! I need to call them about adjusting the date on my online account, to reflect the delay in the switch, but am confident about that, which is amazing to feel!

They've set my DD at £32 (I used to pay £40 for dual fuel with EDF before moving house and being lumped with Eon), which may rise a little, but nowhere near the robbery of this last year and a half, which included being overcharged, which was only spotted when the housing association referenced Tadea, who then looked into things. I'd never have known otherwise. Early days, but things are looking good with Ovo. Again, please don't take only my word for it. Do your full research, and you won't regret it. Sincerely hope whatever choice you make, that it works out really well for you. After the dreadful stress of dealing with Eon, I'm throwing a party on switch day! and don't want anyone else going through what I did.

maas

Well done for getting shut of your existing supplier with atrocious customer service.

I cant speak much for Eon but I made the move from SP to Ovo 6 months ago for similar reasons. Ridiculously long call wait times (over an hour), which is infuriating when you're trying to correct their mistake. Then only to get through to someone who promises to sort it out but nothing changes.

It's like they hear you, but they dont listen to you.

The difference with OVO is the control you have over your account online. You can change what DD amount you pay, see your usage, get interest on balance and get actual statements on demand.

The couple of occasions I needed to ring OVO (during the switch and problems with SP) call waiting times are a very reasonable ~10 minutes and you get through to someone who actually sorts out your query. Totally refreshing to the shambles that SP was and as you say "Better to sleep well, than let some energy company cause stress.".

SP (and Eon) have super cheap tariffs now which undercut my OVO tariff by a few quid each month, but there's no way I'd go back to SP just to save 3 or 4 quid a month. I'm surprised MSE are championing a mass switch to them without referring customers to the feedback threads on here (but then again they get paid for each customer who switches).

Its certainly not going to improve already poor customer service and call waiting times if a large surge of new customers suddenly switch.

catalina66

maas wrote: »

Well done for getting shut of your existing supplier with atrocious customer service.

I cant speak much for Eon but I made the move from SP to Ovo 6 months ago for similar reasons. Ridiculously long call wait times (over an hour), which is infuriating when you're trying to correct their mistake. Then only to get through to someone who promises to sort it out but nothing changes.

It's like they hear you, but they dont listen to you.

The difference with OVO is the control you have over your account online. You can change what DD amount you pay, see your usage, get interest on balance and get actual statements on demand.

The couple of occasions I needed to ring OVO (during the switch and problems with SP) call waiting times are a very reasonable ~10 minutes and you get through to someone who actually sorts out your query. Totally refreshing to the shambles that SP was and as you say "Better to sleep well, than let some energy company cause stress.".

SP (and Eon) have super cheap tariffs now which undercut my OVO tariff by a few quid each month, but there's no way I'd go back to SP just to save 3 or 4 quid a month. I'm surprised MSE are championing a mass switch to them without referring customers to the feedback threads on here (but then again they get paid for each customer who switches).

Its certainly not going to improve already poor customer service and call waiting times if a large surge of new customers suddenly switch.

Thanks maas, and well said ... you're absolutely right that it's very surprising MSE are championing switching to Eon. I could hardly believe I was seeing that on the page. I worry for what people will go through, and you're correct that all Eon customers will end up waiting a lot more, and no doubt with even worse service overall.

Great to hear that you're happy with Ovo. They really are refreshing in how transparent, efficient and clearly organised they are. Enabling customers to have plenty of choices, that can be easily seen and changed online, is wonderful, and very empowering. No more long call waits and talking to brick walls! Just a few pounds more, but zero stress and able to sleep well ... definitely worth it. :beer:

catalina66

Quick update about getting through to the ombudsman, including thanks to cing0 for the phone numbers. I got through on the 2nd number, and the man I reached was rather surprised plus said he couldn't connect me to the enquiry team. He gave me another 01925 number, but that led to a message saying the number had changed, to the main number I've been calling. He agreed there may well have been an error happened, regarding getting through to the enquiry team via that number (they are changing over their case management system), so I tried again. After being repeatedly cut off when pressing '2' for Eon, then '1' [strong network signal all the time], I actually got through!

I find it increasingly difficult to speak about clearly bad practice, but someone say they cannot comment or judge, plus to hear someone say the case hasn't been decided as to whether it's in my favour or not yet, lol, but the lady did clarify where things are at (next is being contacted with the investigation officer's decision), and that the switch date may come and go, and that having debt on my account could stop the switch (even though it's entirely false debt!). It's clear that the ombudsman isn't working to safeguard the pending switch date, even though that is part of the complaint, that Eon do not further delay me switching. The response will arrive when it arrives is the conclusion. The lady I spoke to did say she wished she could tell me more about the case, which I appreciated.

I'm rather nervous of the next call I must responsibly do, which will need to be to Ovo, as the switch date gets nearer. Fingers crossed the ombudsman response comes through any day. There would still be 28 days Eon could deliberately mess up regarding compliance, but at least I could tell Ovo the ombudsman's factual decision, and could still go ahead with switching.

cing0

catalina66 wrote: »

Quick update about getting through to the ombudsman, including thanks to cing0 for the phone numbers. I got through on the 2nd number, and the man I reached was rather surprised plus said he

I don't know why Mr Teasdale was surprised (2nd phone no) as the various ombudsman organisations operating in the UK stalk the forums and social media looking for miscreant employees and rouge customers.
Reassuring to know someone working for the telecoms ombudsman couldn't be bothered transferring your call to an enquiry officer because of limited PABX functionality.
Anyway, good look with the case!

catalina66

cing0 wrote: »

I don't know why Mr Teasdale was surprised (2nd phone no) as the various ombudsman organisations operating in the UK stalk the forums and social media looking for miscreant employees and rouge customers.
Reassuring to know someone working for the telecoms ombudsman couldn't be bothered transferring your call to an enquiry officer because of limited PABX functionality.
Anyway, good look with the case!

Thanks cing0 for such an honest response. Really helpful. He'd first asked how I got the number, as if I'd done a criminal act in calling him, then said he can't deal with cases. Then he asked my case number but brought up the wrong case/name. Then the not bothering to transfer me, followed by giving me a wrong number which he must have known was changed. Very surreal, considering their job is all about being supportive and upholding honest practices! Overall feeling from the calls was that it's quite risky to call and question anything, no matter how politely. Glad this will all be finished at some point soon!

Thank you very much for good wishes. :beer:

catalina66

Just to add that last night's ITV 'Tonight' was all about energy bills eg what everyone is paying for, measures to take, etc ... very good programme ... catch up https://www.itv.com/itvplayer/tonight/series-16/episode-9-1. Ovo were the only energy company to open their doors and be transparent about things; very impressive.

Former_E.ON_Company_Representative:_Malc

catalina66 wrote: »

Thanks shammyjack. You're right! I've noticed that a few times. Never been an offer to sort things, and I did earlier posts this year about the severe problems with Eon. I come out in allergic spots about dealing with Eon now, lol, but will definitely consider what you've suggested. If Eon want to sort this out asap, that would at least be something, as I wave a joyful goodbye hopefully very soon!

I don't seem to be able to see the option to PM, but that might be me just not seeing it, as I'm sure I've seen people posting that they pm'd.

Hi catalina66

I'm sorry this matter still hasn't been sorted. We've spoken about it quite a few times on some of your other threads.

To be honest, there's little I can add to my last reply on 24 September 14. This is at the following link (post 8).

https://forums.moneysavingexpert.com/discussion/5065652

As I said there, I suspect the meter exchange is delaying the revised bill.

Now the issue is with the Ombudsman, we'll have to wait for their judgement before going any further.

Your account will now be with the team who look after E.ON complaints that've gone to the Ombudsman. This is at a very high level in the company (much higher than me).

Although I won't be able to do anything personally, I'll be happy to pass this and your other threads on to them. Just drop an email to the address in my Profile if you would like me to do this.

Malc

catalina66

E.ON_Company_Representative:_Malc wrote: »

Hi catalina66

I'm sorry this matter still hasn't been sorted.

Now the issue is with the Ombudsman, we'll have to wait for their judgement before going any further. Your account will now be with the team who look after E.ON complaints that've gone to the Ombudsman. This is at a very high level in the company (much higher than me).

Although I won't be able to do anything personally, I'll be happy to pass this and your other threads on to them. Just drop an email to the address in my Profile if you would like me to do this.

Malc

Thanks Malc. The ombudsman have all the information they need, and, the last I heard, Eon had responded, and the investigating officer is making their decision and about to contact me, so, thanks, but no need to forward anything. Plus I've already said everything lots of times to Eon anyway.