Is this a record? E.on screw up even before the switch!

Ferris

So I signed my elderly mum up for the E.on collective switch tariff. I used my bank account for the DD, as it's easier for me to manage it on her behalf. All well and good.

Within a few hours, E.on sent her a welcome email, which is great customer service. Unfortunately, it was addressed to me, rather than the account holder. Not the best of starts...

When I tried to send an email to query it, I was informed the website is down. Sort of regretting this now...

Coedy

If you registered for the collective switch website with your details it will be put through in your name, as that is where it gets the initial address from I think...

E.ON_Company_Representative:_Helena

Good morning Ferris,

I'd just like to ask a couple of questions if that's ok?

Are you changing from another supplier to us? Or is the account already with us and you're changing the tariff?

Is the energy current account in your name or your mothers?

What we need to establish, if the actual account is in your name or your mothers. Normally if there is some miss matched information when the details come through to us we'd look in to this.

The information that will be on the energy account with us, DD details, phone numbers, names etc will be information that has been sent to us.

When you receive the welcome letter, it will have the supply address, name and all of the details.

I think though it may be best to get this looked at asap, so if you'd like to send all of the details to me I'll have a look for you

You can send it all to [EMAIL="WebForumAdvisors@eonenergy.com"]WebForumAdvisors@eonenergy.com[/EMAIL]

Helena

Oh I'm really sorry the website was down

Ferris

Hi Helena,
My mum is switching from EDF. The account at EDF was in her name, and the name of the account holder on the Cheap Energy Club/MoneySupermarket switch form was hers (I created a PDF of it before submitting so I am able to double check). My name only appeared as the bank account holder - yet E.on are treating me as the energy account holder.

She's been with E.on before and had a lot of trouble, and it's only the MSE reviews that tempted her to return. We're kind of regretting it now!

I've emailed you, anyway.

E.ON_Company_Representative:_Helena wrote: »

Good morning Ferris,

I'd just like to ask a couple of questions if that's ok?

Are you changing from another supplier to us? Or is the account already with us and you're changing the tariff?

Is the energy current account in your name or your mothers?

What we need to establish, if the actual account is in your name or your mothers. Normally if there is some miss matched information when the details come through to us we'd look in to this.

The information that will be on the energy account with us, DD details, phone numbers, names etc will be information that has been sent to us.

When you receive the welcome letter, it will have the supply address, name and all of the details.

I think though it may be best to get this looked at asap, so if you'd like to send all of the details to me I'll have a look for you

You can send it all to [EMAIL="WebForumAdvisors@eonenergy.com"]WebForumAdvisors@eonenergy.com[/EMAIL]

Helena

Oh I'm really sorry the website was down

A_Frayed_Knot

Hi, I done the same for my mum but stupidly gave the wrong e-mail address, but on the application switch it did ask for an alternative e-mail address which I gave mine.
So I got the welcome e-mail from e-0n.



Does your mum have an e-mail address or did you maybe give your e-mail address?

Ferris

A_Frayed_Knot wrote: »

Hi, I done the same for my mum but stupidly gave the wrong e-mail address, but on the application switch it did ask for an alternative e-mail address which I gave mine.
So I got the welcome e-mail from e-0n.



Does your mum have an e-mail address or did you maybe give your e-mail address?

I gave my email address (non identifiable as mine), as my mum is only just getting the hang of a mobile phone

But the point isn't the email address or receiving the email - it's the fact that out of the two names on the application (Energy account holder and bank account holder) they wrongly addressed a letter aimed at their new energy account holder to the bank account holder (as in "Dear Mr my-name" instead of "Dear Mrs my-mum's-name").

Now, admittedly, in most cases the two names would be identical - but is there any reason to revert to the wrong name field out of the two? It doesn't make any sense at all to me.

E.ON_Company_Representative:_Helena

Good morning Ferris and thanks so much for the reply.

I understand, something's gone wrong with the name then, we can have a look at it for you so don't worry.

I haven't received an email from you though

Helena

cunnle

Hi,

I did the switch on Thursday but have still not received a welcome email for E.on.

E.ON_Company_Representative:_Helena

cunnle wrote: »

Hi,

I did the switch on Thursday but have still not received a welcome email for E.on.

Welcome to the forums cunnle

Did you receive the email from the cheap energy club after you'd done the switch?

This would come first, then it can take a couple of weeks for the information to reach us and the email to go out (although I understand it can be sooner)

If you got the cheap energy club email, the details should be on the way to us.

Helena

cunnle

Hi Helena,

yes i have received the energy club email. I will keep an eye out for it.

E.ON_Company_Representative:_Helena

cunnle wrote: »

Hi Helena,

yes i have received the energy club email. I will keep an eye out for it.

Brilliant, thank you