problems with switch to Eon

System

sln8458 wrote: »

Hi Malc,


Anyway I've cancelled the old DD to old supplier, called them to tell them, got some **** about they may have to send me a bill if there is not enough in my account, he went quiet when I pointed out they had taken £183 on the 7th & my account was £600 (just the gas) in credit!

SteveN

Not the wisest of moves until you have received your final bill. Cancelling DDs is often seen by suppliers' systems as a default which can result in a switch to the standard variable tariff.

sln8458

Hengus wrote: »

Not the wisest of moves until you have received your final bill. Cancelling DDs is often seen by suppliers' systems as a default which can result in a switch to the standard variable tariff.

Thanks, but I'm already on that tariff:eek:

SteveN

MallyGirl

MallyGirl wrote: »

just called the number above and they were very quick to answer - a similar story here in that I submitted my readings online but they seem to have only retained the electric. I have supplied the gas reading again. Now I sit languishing on a standard rate at my current supplier which is eating in to any savings I might have saved by switching

And today I get an email asking for my gas meter reading - AGAIN!

sln8458

MallyGirl wrote: »

And today I get an email asking for my gas meter reading - AGAIN!

Mallygirl
try ringing them again and ask them to tell you what readings they have on the system, the actual numbers. At least then YOU will know.

I was told that the emails/txt/letters are ALL automated, so with the problems they appear to have (I t wise) the system just keeps throwing them out, not a joined up system. Very frustrating at our end I know.

SteveN

sln8458

E.ON_Company_Representative:_Malc wrote: »

Great news SteveN. Glad all's going through ok from our end.

Congratulations on your wedding anniversary. _party_

Malc

Things are starting to slide downhill.:(

Can someone explain why, when I send a message via the Eon website I have a choice on the method of reply (I select email...), I get someone ringing me on my mobile at work?

Also, why have the facility to send an attachment that the 'IT' system can not handle?

SteveN

System

sln8458 wrote: »

Things are starting to slide downhill.:(

Can someone explain why, when I send a message via the Eon website I have a choice on the method of reply (I select email...), I get someone ringing me on my mobile at work?

SteveN

I suspect that CS is under management pressure to close out issues ASAP. There really is no excuse for this, and for a system that doesn't allow a customer to respond to E.oN's answer.

Former_E.ON_Company_Representative:_Malc

Hi SteveN

Sorry we phoned you whilst you were at work. Sometimes, if an advisor thinks they can answer a query quickly or needs a bit more information, they'll try to talk to customers rather than delay things by emailing. Take your point, though, as you asked specifically for an email reply they should've taken notice of this. Sorry again.

Not aware of problems using the attachment link on the website. What's happened? Have you received an error message when sending something?

Malc

sln8458

Hi Malc

Thanks for responding.

Having issues with the meter reading not being able to read meters, gas is outside in standard box, guess he/she lost their key :rotfl:

I sent a message asking if I could pics, fully accept your need to verify readings from time to time. Then we received a call over the weekend asking for the readings, did this. Then received a email saying bill was ready but based on estimated readings.. WT* also a second including instructions for sending email with attachments.

went on-line & sent a message saying I would send pics & please update account to reflect these readings.

The call today was because my email with pics caused an issue, pics not able to be downloaded quickly, whatever?
No error message, just IT issues at Eon.

SteveN

Former_E.ON_Company_Representative:_Malc

Hi SteveN

Sorry about this. Sounds like a timing issue. If we haven't received readings when accounts go into the billing window - two weeks either side of the bill date for quarterly customers - we'll automatically send an estimated bill. Suspect the weekend call was a tad too late to stop this. Guessing though.

Not sure what's happened when you sent the pics by email but if you let me have them using the email address in my Profile, I'll be happy to sort the billing out.

Hope this helps SteveN.

Malc

sln8458

Thanks Malc
Just logged into my Eon account & it appears the reading from the pics have been used.

Can I suggest that Eon look to help customers like myself with an alternative way for you to get meter readings. Whilst my gas meter is freely accessible (if you can operate the key:rotfl:) the electricity is in a locked garage.

Visits during school holidays are generally ok, but you won't make appointments. ?
I offered to send pictures (& did) but this causes issues & I'm still not sure if these are really acceptable to qualify as a genuine actual meter reading in the same way that a successful visit by your meter readers.
In both pics I did ensure that the meter serial no was readable & included a local news paper with date visible in an attempt to ratify when the pictures were taken.

SteveN