Eon

bunglebear0

Hi.
I moved into a property with a prepayment meter for my gas and electric. Its with eon.
I had the meters changed so i can pay with DD. I was told it would take up to 6 weeks for the details to be updated and then i could change tariff from the prepayment tariff.
Eventually they updated the gas account after about 10 weeks but
13 weeks on and they still havent done the electric. Its costing a bomb on this tariff and it doesnt matter how i contact them they always say the same thing "the department that deals with updating the records are on it as we speak" Each week i call and nothing changes. I actually am going to change company once its done now as i found a much cheaper deal and im fed up with the customer care that they provide. Is there anything i can do to make them speed it up? Is there any law that says it has to be done within a certain amount of time?
Ive tried calling, emailing and writing it on their fb page.
If anyone can give me any advise i would really appreciated it x

Lady321986

There isn't a law on this and unfortunately meter exchanges are a complex process when updating the supplier systems and the industry databases/systems. Its so much more complex than most can imagine or believe however, It's a long time though when without hitch it'd be 28 days for metering info to update.

They are expected to help resolve it in a reasonable time and if they can't due to a delay then id expect them to contact you with updates.

When they update though the meter details will go on from the date they were changed and therefore you can request before you are billed to be considered for a tariff (say one that's available now) to be backdated on the account for the time it's taken though,which is possible and reasonable. Keep your payments to one side as eventually you'll be billed and keep a record of your meter readings.

Id suggest if you are not receiving regular contact from an agent raise a complaint for them to contact you even if it's an email update but express your wishes.

Also don't consider changing suppliers until after they update because this will make everything 10x harder so keep pushing them.

Good luck.

Former_E.ON_Company_Representative:_Malc

Hi bunglebear0

I'm really sorry it's taking so long to update your account with details of the new electricity meter. As Lady321986 says, this can be a complex process but I would've expected it to be done by now given the amount of time since the exchange.

Also agree with Lady321986 about the update itself. Once done, the details will be backdated to when the meter was fitted. Did you ask for a specific tariff when you arranged the exchange? If you did, we'll put you on this and charge from the time the meter was changed. If not, we'll put you on a credit tariff that was available at the time of the change. Either way, you won't be charged on a prepayment tariff.

I'll be happy to take a look although my colleagues are right in saying these changes are handled by a specialist area and, ultimately, they'll sort this. I can't promise to resolve it straightaway but I'm happy to talk to the team to see where we're at and what can be done. What I can do is log a complaint and keep you updated with progress.

If you drop an email to the address in my Profile with your details, I'll take a look. Please include the date of the exchange, the new meter serial number, the reading on the old meter when removed, the reading on the new meter when installed and an up to date reading. The technicians usually leave a lot of this information on a label attached to or near the meter. If possible, a picture of the meter would be great but don't worry if you can't do this.

Sorry again for the delay bunglebear0 and look forward to hearing from you.

Malc

bunglebear0

Thank you both very much for replying to me.
All that information is great Lady321986, I didnt realize it was such a difficult and time consuming thing to do. Just took it that someone would change details on a computer and it would all be done lol

Malc, Thanks for taking the time to give me all the details. Its just so frustrating when im sat in my home worried about using to much electric or gas because ive been worried about the cost.
I will see what details i can find about the meter tomorrow, ie readings and serial numbers. I will then message you. I would be very grateful just to be kept up to date so i know when i can go on a better tariff. Nothing about specific tariffs was discussed at the time of the exchange, I just said that i wanted a credit meter as the prepayment one was to expensive.
Once again thanks for both your reply's
Kay x