Big Winter Switch to E.ON - Application approved but no email from E.ON to say so?

dumpallhere

Received email from E.ON today confirming the plan that I have chosen, tariff details and the DD amount that they will setup.

Received another email (same content as in the earlier email) after about 35 minutes!!


Call E.ON customer care and ask them if they have your application on their system (provide property address). If they have received it (and done the initial processing), an account number would have been assigned to it. Ask for it.

dumpallhere

cklass wrote: »

I'm guessing they say this because 'we don't know when you'll get the emails, it depends on how quickly we process the backlog of new applications' isn't a particularly satisfying answer. Most people would take the fact that they have received the emails earlier than the E.ON rep said they would as a sign of E.ON's efficiency.

A simple - "Sir, we have received your application, it is in the system, this is the account number ..... Please don't worry, you will receive email confirmation in due course" - would have sufficed, rather than the crap I was told!!

Looks like E.ON has taken it to heart! I am receiving every email twice!!

vector

dumpallhere wrote: »

Received email from E.ON today confirming the plan that I have chosen, tariff details and the DD amount that they will setup.

Received another email (same content as in the earlier email) after about 35 minutes!!


Call E.ON customer care and ask them if they have your application on their system (provide property address). If they have received it (and done the initial processing), an account number would have been assigned to it. Ask for it.

Thanks Dumpallhere,pleased to say I received email from Eon half an hour ago thanking me for agreeing to receive emails from them. Looks like things are starting to move at last. :j

Former_E.ON_Company_Representative:_Malc

Hi all and sorry about the late reply. Sorry also if you've been waiting for emails. Demand has been greater than expected.

It looks as though many of you are now receiving emails but thought I'd pop on with a bit of information.

Initially and due to the special nature of the MSE Fixed 1 Year Collective Switch tariff, it stands outside of our main systems. It's only once the sale has been put through and loaded on to our main system that our advisors take over.

Switches are being dealt with manually by a dedicated team rather than going through the usual automated channels. This is taking longer than usual.

As above, demand has been greater than anticipated and this has added to the delays sending emails.

Customers applying through the Cheap Energy Club will receive a confirmation email once their applications have been received by us.

As I posted in another thread, applications through the Cheap Energy Club can take up to 4 days to reach us. Some, though, have been received much quicker. The 4 days was a worst case scenario.

Following notification from MSE, we're looking at up to another 4 days for changes of supplier and up to 3 days for existing customers changing tariff before emails are sent. These times may have gone out a bit following the demand I mentioned earlier.

Sorry, too, for any conflicting advice when phoning in.

dumpallhere - I suspect the advisors you were initially dealing with were referring to usual switches when talking about the cooling off period.

brewerdave - the 3 emails you've received are sent from different areas as they're about individual aspects of the account. Tariff, acknowledging your consent for contact by email and a link to register the account with our website.

Similar, too, dumpallhere with the emails you've received about registering online.

Sorry both for any confusion.

vector - suspect you've been caught up in the backlog. As you've received the email confirming permission to contact you this way, the tariff confirmation will follow.

dumpallhere, agree with your suggestion about a simple email acknowledgement. I'll feed this back.

Sorry again about the late reply but hope it's of interest.

Malc

vicks11

Has everyone received confirmation of their switch to e-on?

I switched through the cheap energy club on the 6th November and got the standard email from CEC almost immediately confirming my switch is in progress but I have still not received anything from E-on.

I’m unsure if there is still a backlog, surely I should have had some kind of communication by now, hope this isn’t the start of things to come and I made a mistake switching to E-on – it’s not good first impressions.

Former_E.ON_Company_Representative:_Malc

Hi vicks11

Sorry for the delay. As you say, we've been dealing with quite a backlog.

Switches to the MSE Collective tariff are taking longer than usual to go through. This is because of the special nature of this particular tariff. They're being handled manually rather than going through our automated system.

Demand has been more than expected too and this is adding to delays.

Changes of supplier are also taking longer to confirm than tariff switches for existing customers.

If you haven't already, I suspect you'll receive details in the next 2-3 days.

Have you registered with our website? If you have, you'll be able to follow progress there as well.

Sorry again for the delay but hope this explains.

Malc

Toxteth_OGrady

vicks11 wrote: »

Has everyone received confirmation of their switch to e-on?

I switched through the cheap energy club on the 6th November and got the standard email from CEC almost immediately confirming my switch is in progress but I have still not received anything from E-on.

I switched at the same time and have had the following emails:

Newaccount

Nothing for me & I applied to switch on the 3/11.

Sent them an e-mail yesterday asking if all was ok.

No reply so far

Former_E.ON_Company_Representative:_Malc

Hi Newaccount

Sorry you haven't received a reply to your email yet. Running a bit behind at the moment.

Have you received an email from the Cheap Energy Club confirming your application has been sent to us? Does the status on Cheap Energy Club show as 'switch in progress.'

If yes and yes, your application will be with us but may be caught up in the backlog I mentioned to vicks11 earlier in the thread.

As I said there, switches through this scheme are taking longer than usual to go through.

If you haven't received the email, please contact MSE's Cheap Energy Club to see what's happened.

Hope this helps point you in the right direction Newaccount. Let me know if I can help further as happy to do so.

Malc

tadpole74

Its been 20 days since I applied for the switch and I still haven't heard anything from EON. The only emails I have had are from the Energy Club saying I should have heard by now. I phoned EON yesterday and they knew absolutely nothing about the switch. They just said that it shouldn't take long for me as an existing customer and I should ask the Energy Club for the start date?????

Can the EON representative possibly gives us an update as 20 days seems excessive even if they are struggling with a backlog.