E.ON - 2+ Months with no electricity or gas - had to move out.

ThatFishingGuy

Hi all, it's been fascinating reading all the posts on here and unfortunately I have to now post a problem of my own...

I moved into my new property, in a new county, with no friends or family nearby to be closer to my place of work at the beginning of November last year. An adventure, you might say!

I'll try to keep it brief, but rest assured I've chased them on the phone regularly etc.

After 2 months, I still have no gas or electric as I couldn't get them to send me the prepayment tokens I needed.

The first month was because they hadn't actually set me up as a customer, when I called them... signing up as a customer, and informing them that I'd moved in... Lots of faffing about. I then thought it was sorted...Finally!

The second, was because even though I'd managed to get them to actually send me something (welcome letter) and acknowledge I was in fact a customer, they still hadn't sent me any tokens. More faffing, then Christmas time/holiday, back to faffing.

Upon getting back in touch, the operator apologised profusely and described my experience as 'ridiculous'. I was then told I could pick the tokens up at a shop!

If this is the case, why did they insist on sending (or not sending) them to me?!

After two months without basic utilities, I expected some sort of compensation. She offered £10 on the gas card, which would need to be sent to me via post. Nothing on the electricity, simply because she couldn't be bothered and the number was already sorted out for it.

£10 pounds. That is an insult. I told her so. She asked how much I was expecting, sounding - get this - surprised that £10 pounds was not adequate. She popped me on hold while she fetched a supervisor and came back saying that £20 was all she could muster. Pushing that inevitable rage deep down, I ended the call politely and later took to the keyboard...

I've had to move out of the property due to their incompetence. Paying two rents, just to have light and hot running water. In the beginning, there were one or two occasions where I had to wash/shave at work... somewhat embarrassing/degrading I felt.

Anyway I digress. I had to move further away from work, which has cost me more fuel to commute, plus the extra having to check the empty property every day/other day. The property is getting damp, I borrowed a dehumidifier, an inverter and a car battery to try and keep the damp and mould away. The posessions I couldn't take to the new flat are also getting damp. My cat is staying with a friend and as I'm paying for two properties, my bank account is taking a dire beating.

You might ask why I moved out instead of constantly fighting with E.ON. If you've dealt with them, and I have in the past (but with a meter rather than token doodah) you'll understand that they work at their own pace. That of cold treacle. Pestering them doesn't work, contacting them once a week seems to be borderline too often for the, to handle. Besides isn't the accepted business etiquette to respond in 10-14 days? I had the opportunity to move into a small furnished property with rates included and no contract, so I bit their arm off. Especially seeing as it's very, very cold up here at this time of year!

So with that said, I wrote a glorious letter of complaint to them. I explained their incompetence in detail and basically said I expect at the very minimum the cost of one month's rent and council tax to be paid for by them. More would be nice as a good will gesture, and if it goes further I would be claiming for the entirety of my expenses.

Today I received an email from their customer services asking me to call them, to speak to the resolution team. Only 4 days, that must be a record!

After 2 months and nearly two weeks, I think my gas card has arrived. I'll check on my lunch break...

My question to you guys, and girls, is what should I be doing now and what additional information can I take with me when I call them later today?

Your opinions would be great too, what would you do? Am I asking for too much? Too little? Am I doing it all wrong?!

Well, sorry for the long first post, but for those of you that made it this far... thank you!

E.ON_Company_Representative:_Helena

Good morning ThatFishingGuy

I'm so sorry to hear of the problems that you've had with us, it really sounds like a very frustrating situation.

I'm a bit unsure as to why things have gone so wrong for you.

I understand you contacted us when you moved in to open your account, this is when the cards/keys should be sent. Did we advise you as to why the account wasn't opened in the first place?

When you were advised to collect them from the shop, did they work? Were you able to top up?

You've done the right thing in contacting us and a complaint will be raised on your account, this won't be closed until a resolution is reached.

There is a specific pre-payment team that will be dealing with this and they'll send you the complaints procedure, or you can view it on the website. The resolution team are the correct people to be speaking to at this time and they will fully investigate and look in to what's gone wrong and why.

I really hope this is sorted out for you quickly.

Helena

ThatFishingGuy

Hi Helena, many thanks for the quick reply.

I now have a working electricity key, but no gas card yet. I'm hoping it's here soon. I'll check the mail today on my way to the flat.

I must say that it's much nicer to be able to talk to EO.N in this manner. I don't feel like I'm being put on the spot!

As an official representative, are you able to advise if I'm likely to be reimbursed for what I had asked for without having to take it to court/the energy ombudsman/both? I just want to know what is in store.

I'm growing weary of the whole thing, but I'm going to stick to my guns. I know it's just not acceptable.

The reason I'm asking about my issue on here is because I'm not great on the phone when I'm annoyed about something and don't want to miss any important details out and regret it after I put the phone down. I know my case is totally solid, I just don't want to be the weak link in getting it resolved properly, and likewise don't want to be tricked into accepting something less than I deserve.

Many thanks for your reply Helena.

TFG

leeroy2009

disgusting reply from the eon rep!!!, you should of asked for your customers phone number, rang them and made this your top priority instead of basically just fobbing them off - disgusting.

ThatFishingGuy

I really do kind of agree with you, but I'm hoping the reply is much better. I'm too soft on people who work for these companies, as I've worked for similar ones myself and understand that It's not entirely pleasant dealing with complaints.

That said, I am well and truly furious and it's a hard toss up between keeping a level head and losing the plot.

Which is why I'm here

Regards,

TFG

leeroy2009

don't be soft at all on this company, take it all the way to the regulator if needs be.

ThatFishingGuy

Also, sorry Helena. I forgot to reply to your question.

The reason I didn't get them originally was because I wasn't on your system, even though before (mid November) I was told that new tokens would be resent to me.

At the beginning of December I was told that I didn't exist on your system, and mid December I wasn't told anything why the tokens weren't sent with the first letter to me. Just that you were sorry.

I hope this helps.

TFG

ThatFishingGuy

I hope it doesn't get that far, I really do. But I imagine they'll be pretty reluctant to part with any cash.

I said in my complaint to them that if I were elderly or disabled, I'd likely be dead by now.

It's just not on

TFG

E.ON_Company_Representative:_Helena

Thanks for the extra info ThatFishingGuy I'm pleased you have a working electricity card.

I'm sorry you think my reply is so unsatisfactory leeroy2009. The complaint though, is with a resolution manager and this is the correct process to be followed, as the account will need to be investigated and is the reason I tried to just give a bit of information.

There's a procedure we have to follow to be compliant.

I can't say for sure if you will receive all of the money you're asking for, as I don't have the account details and it's the reason the resolution team need to investigate.

From what you've posted on here, it sounds like there have been failures around your account.

As I say though, follow the complaints procedure and if we're unable to come to a resolution, you'll be able to go to the ombudsman after 56 days.

I do hope it's sorted out for you, as I understand you want it resolved quickly.

Helena