E.O.N Harassing me

fryster2006

Good Morning,

We have recently switched from EON as our deal was ending and it was cheaper to go with British Gas. We are a large family with a severely disabled daughter, so our gas usage is much higher than average. Due to this, and because EON reduced our monthly payments by around £100 a month, we were unable to pay our final bill in full.

We immediately contacted EON and set up a promise to pay standing order. We made an immediate payment by debit card for some of the outstanding amount, and the remaining balance was spread over 10 months to be paid by standing order. Standing order in place and January and February's payments paid as scheduled.

We then started to receive phone calls from an 0845 number, we normally ignore these as they tend to be nuisance calls. After quite a number of these I answered the call, and it was EON demanding payment of the balance in full. I explained to them that we had the standing order in place and hadn't missed a single payment. Throughout the call the operator kept telling us that if we miss a payment then the balance would have to be paid immediately. Again and again and again this was mentioned, even though they could clearly see that the payment was set up and has never been missed.

Cleared all this up and left it at that. Later that day received another call regarding our missed payments and again had to explain that this was an error their end not mine. And as a side note, why is it when a company calls you they start asking security questions? They've called me. I should be the one asking the security questions!

Anyone else had this issue? I was with EON a few years ago and was very impressed with them. Then their prices weren't competitive enough for me to stay with them so I switched. This time around this has left a sour note with them.

victor2

Why don't you complain directly to E.On using either email or letter, so that you have a record of what has been said. In my experience, they have been pretty good at sorting out problems.
Details on contacting them are on their website at
https://www.eonenergy.com/for-your-home/help-and-support/complaints

E.ON_Company_Representative:_Helena

Good morning fryster2006,

I'm sorry you're having some problems with us.

It sounds to me like, you've set up the standing order and the payments are coming through no problems, however, the official arrangement hasn't actually been confirmed on your closed account with us. This would be a reason that the debt collection process would continue and this is what you're describing to me.

It looks like the full balance may have been expected at the promise to pay date and not spread over the 10 months.

If final bills can't be paid in full, we would normally only offer a payment arrangement over a 4 month period. If it was decided longer could be offered you would have needed to speak to a specialist department.

I think we need to look in to what's happened and review the notes on the account etc, then get something agreed to clear the balance and this will stop the debt collection process.

Just to answer your other question about when we call you, we ask security questions. We have to do this due to data protection to ensure we're speaking only to the account holder or someone that has the authority to discuss the account. This is to keep the customer accounts and details secure and safe and to make sure we're not speaking to the wrong person.

Let me know if you need some more help.

Helena

Sooler

E.ON_Company_Representative:_Helena wrote: »

Just to answer your other question about when we call you, we ask security questions. We have to do this due to data protection to ensure we're speaking only to the account holder or someone that has the authority to discuss the account. This is to keep the customer accounts and details secure and safe and to make sure we're not speaking to the wrong person.

Somewhat ineffective for the customer.
The customer cannot tell if it is a genuine call or a scammer.
If the customer gives a truthful answer then both will accept it, (a scammer will accept any answer).

Customer needs to give a duff answer and see if the caller accepts it.

E.ON_Company_Representative:_Helena

Sooler wrote: »

Somewhat ineffective for the customer.
The customer cannot tell if it is a genuine call or a scammer.
If the customer gives a truthful answer then both will accept it, (a scammer will accept any answer).

Customer needs to give a duff answer and see if the caller accepts it.

I understand,

There is a couple of things that we can do, we could give the customer a phone number to call back. Or the customer could ask us some questions, as long as it's not personal account details, maybe like when is the my next bill due? Or How do I pay my energy bills.

But they wouldn't be able to say, how much was the bill, how much do I pay DD etc.

Does that help a little?

Helena

Eric_Disley

E.ON_Company_Representative:_Helena wrote: »

Good morning fryster2006,

Just to answer your other question about when we call you, we ask security questions. We have to do this due to data protection to ensure we're speaking only to the account holder or someone that has the authority to discuss the account. This is to keep the customer accounts and details secure and safe and to make sure we're not speaking to the wrong person.

It really annoys me when I get calls and am told that I have to ask security questions "due to data protection". It's got nothing whatsoever to do with "data protection". Like you say, it's to check you're speaking to the right person. A "security check" if you like. Nothing to do with data protection. Data protection is where companies who collect (sensitive) information have to secure that information and make sure it isn't shared / leaked with other parties, unless the customer specifically agrees to it.

Everyone does it, very annyoing, rant over.

phillw

Eric_Disley wrote: »

Like you say, it's to check you're speaking to the right person. A "security check" if you like. Nothing to do with data protection.

A security check does protect your data from being revealed to the wrong person. There are many situations where data protection is used as an excuse, but security checks aren't one of those.

The problem is that call handlers are usually reading from a script, so if you don't want to take up your role and go off piste then you'll struggle.

Bluebirdman_of_Alcathays

phillw wrote: »

A security check does protect your data from being revealed to the wrong person. There are many situations where data protection is used as an excuse, but security checks aren't one of those.

The problem is that call handlers are usually reading from a script, so if you don't want to take up your role and go off piste then you'll struggle.

Have you worked in a call centre?


When I was at BG, the only time we had to read from a script was if the customer was agreeing a product (Gas, Elec or homecare) - and we had to read them the contract they were entering into. The 99% of other queries we got were all down to us - without a script.

Ian011

fryster2006 wrote: »

We then started to receive phone calls from an 0845 number, we normally ignore these as they tend to be nuisance calls. After quite a number of these I answered the call, and it was EON demanding payment of the balance in full ...

When you see an 03, 08 or 09 number on your caller display unit, this is not the actual number of the telephone line that is calling you, it is merely a "presentation number" the central callcentre number that they want you to call if you should choose to call them back.

Regulation 41 of the Consumer Contracts Regulations 2013 requires an 01, 02, 03 or 080 number for contact from existing customers. This being the case, the "presentation number" should also comply. You should not be seeing an 084 or 087 number on your display.

fryster2006

Hi Helena, when I phoned up I was told that the payment could have been spread over a much longer period (it was either 12 months or 24 months, I can't remember). I already had a figure in my head that I would be able to afford a month and that meant spreading the payment over 10 months, which was set up fine.

Today the next installment was due out of my account which has been paid as promised. Yet today I've also received a very helpful text from EON stating 'don't forget the next payment is due soon on your arrangement with us'.

This is really starting to annoy me. I haven't missed a payment. yet I'm being hassled into making payments that are already in place and have never been missed. It's very tempting to cancel the standing order so EON can harass me legitimately. Will never use them again.

E.ON_Company_Representative:_Helena

fryster2006 wrote: »

Hi Helena, when I phoned up I was told that the payment could have been spread over a much longer period (it was either 12 months or 24 months, I can't remember). I already had a figure in my head that I would be able to afford a month and that meant spreading the payment over 10 months, which was set up fine.

Today the next installment was due out of my account which has been paid as promised. Yet today I've also received a very helpful text from EON stating 'don't forget the next payment is due soon on your arrangement with us'.

This is really starting to annoy me. I haven't missed a payment. yet I'm being hassled into making payments that are already in place and have never been missed. It's very tempting to cancel the standing order so EON can harass me legitimately. Will never use them again.

Hi fryster2006,

Thanks for the update.

From what you've said it sounds like everything is set up correctly and the arrangement was spread over a bit longer for you. It all appears accurate and is showing on the account etc.

The text you describe I think is the payment reminder, it's not a message to say you haven't paid.

I do however, understand this is a bit frustrating for you, especially as you feel we're chasing for a balance that is already being paid and agreed on an account.

Do you get the text before every payment is due? Are you still getting the phone calls chasing the balance in full?

I can see what's going on for you if you'd like me to?

Thanks

Helena