EON Customer Service

Former_E.ON_Company_Representative:_Malc

sturton wrote: »

Dear Malc

Thank you for your response. This morning Livechat directed me to phone and despite my misgivings, a very helpful person answered swiftly and helped me with the address difficulty, noted that bruv was a vulnerable resident and set us up for the Warm Home Discount in due course. Assuming everything works out as promised, very pleased. Thanks again.

Cheers, sturton

That's great sturton. Glad we were able to help and thanks for letting me know.

It's good, too, we've told you about the Warm Home Discount scheme for 2017/18. Has your brother applied? If he's eligible under the Broader Group, he'll need to apply. Don't worry, this is easy and can be done online through our website. Alternatively, we can send a pack through the post which he can use to apply for the £140 payment. Is this what our advisor arranged?

Once accepted under the Broader Group scheme, we need to be the electricity supplier at the time the payment is made. If he moves to another supplier before we make the payment, he'll need to reapply to the new company.

If, though, he qualifies under the Core Group, he'll receive the payment automatically and won't need to apply. These customers are identified by the Department for Work and Pensions (DWP). They'll write directly to him between September 17 and November 17 to let him know. The DWP will also tell us and, provided we supplied the electricity on the qualifying date of 9 July 17, we'll sort out the payment. Even if he changes supplier now, if we supplied his electricity on 9 July 17, we'll still make the payment.

We're aiming to make all payments to eligible customers by 31 March 18 at the latest although many will receive the money before then.

Do you or your brother know about another Government led scheme called the Energy Company Obligation (ECO)? This helps people who qualify with energy saving stuff like cavity wall and loft insulation. There are more details on our website.

Thanks again for keeping me up to date sturton and hope this helps as well.

Malc

skinnykins8

I'm having trouble setting up direct debit. I get a message saying ... We're unable to find that combination of bank account number and sort code. I called you but after 6 minutes there was still no answer. I called my bank and they told me that because my sort code and account number was generated in February 2017 you will have to update your direct debit system for it to be accepted and that it does exist as you can search for it online and you will find it there.

E.ON_Company_Representative:_Helena

skinnykins8 wrote: »

I'm having trouble setting up direct debit. I get a message saying ... We're unable to find that combination of bank account number and sort code. I called you but after 6 minutes there was still no answer. I called my bank and they told me that because my sort code and account number was generated in February 2017 you will have to update your direct debit system for it to be accepted and that it does exist as you can search for it online and you will find it there.

Hi skinnykins8 and welcome to the forums.

This is something that you are going to need to speak to us about, so that we can set it up manually.

I know we have had some really busy periods on the phones and we're working to make this much better.

You can use the 'Live chat' facility via your online account as this may be better for you.

Thank you

Helena