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My EON saga
Well, where to begin. At the start I guess. This is a very long post for which I'm sorry but it is a complex issue.
First a little bit of history. I used to have a regular DD payment up until about 3-4 years ago, I also had one of the early 'smart' meters when they were first appearing too. It actually worked quite well.
Due to some other concerns, I switched to a pre-payment type of meter, around 3 years ago.
No issue here with this, yes there was a small (I do mean small) debt but it was small and it soon cleared in a few months as I'd chosen a low repay rate. All good.
This pre-payment arrangement with the "key" happily continued. I have had a couple of replacement keys over time which is slightly annoying as although there are quite a few very local outlets who can 'charge' the key up, to get a replacement is a good 20 min away.
Moving forward I was asked about the PAYG Smart Meter, upon looking into this a little bit it seemed ideal as I could carry on visiting the shop (and get a voucher code) plus I would be able to either use online or an automated phoneline to add credit. It seemed very good as there was no key to either break or lose (not that I've ever lost one)
Not related but in case anyone wonders: my gas is from somewhere else and is a regular "pay on receipt of bill" thing.
I arranged an appointment. This is where things started to go slightly wrong. The visit was booked for towards the end of September. I had to change this the day after arranging it as I had an app letter for something I could not cancel. I rang EON and they were very helpful and re-arrange the appointment for early October, all good.
A letter arrived a few days later confirming my appointment for the meter change, unfortunately this had the original date on it.
, I called them again and had them confirm this was in error (or words to that effect) and it was changed. No problem here just confusion for me.
Moving on...
The engineer arrived with the shiny new meter. I noted he took pics of the meter credit and figures. I mentioned the signal was good as I'd had a smart before. Anyway to cut a very long story short after about 3 hours (yes) he had to put the original key meter back as the new smart was not wanting to play ball at all, despite his best efforts. This is "one of those things" I think, it happens. No real issue here.
EON in their credit were kind enough to send me a small cheque for this for some reason , I can only assume as I did mention I had to move my afternoon about due to the visit length, this is completely true as it was an 8-12 and he arrived about 11 give or take I think and was here till about 2.
Anyway they rang me and arranged another visit. This time for the middle of October so not long to wait really. No problem I said.
Engineer arrived again with said new meter and fitted it and it worked. It was then noted that the new meter was 'credit' not 'pre-pay' / 'payg' but he was not able to change it. Given the time I was half tempted to ask him to put the original back but that's not my place to say that. Anyway he gave me the contact numbers (I already had them) and went on his way. Again, no issue with the engineer polite and helpful.
The problem here was there was at least 39 worth of credit on this at that time, although I stupidly did not take pics I do have just about enough records in black/white of payments and consumption to get to this figure. Put it this way it was 41 in the early evening the night before.
I called them later that evening, from my phone details I was on the phone for 43 minutes. A lady I spoke to was very helpful once I'd explained it all to her but she was not able to raise the "smart team" , I was offered a call back but given the time (about 7pm) I figured I'd not get it so said I'd wait on hold, my choice that's fine.
Anyway she was not able to do much more so she said "as its been a palava" or similar to that she would arrange them to call me (the smart team) , I said that's fine however I do have duties to do and even if I have my phone and I'm out its not a lot of help. I said I can do a "8 to 12" OR a "2 to late" , she agreed the earlier slot was better for me, as that gave them 4 hours to call me.
I waited patiently and no calls. I could of called them but I figured as they were arranged to call me they would. No such luck.
Later that same day I noted a couple of missed calls in the afternoon about 2.30. This being depending on how you look at it either 2.5 hours late or 6.5 hours late. As I was out even if I'd taken my phone it would not of helped matters.
I then noted an email from the team, saying they had tried to call me. I replied to the email explaining I needed a visit as I was worried I'd be instantly cut off if it was remote switched to pre-pay. I wanted some kind of assurance this would not happen. I had no reply to this.
I'd already had a complaint raised by this point. My issues were several:
My online account appeared to gain a large amount of credit for some reason and it also confirmed it was on the 'pay on receipt of bill' account type.
I rang in the evening and was passed between a couple of people, had to explain it all to them. The last one I spoke to was very helpful (I had already sent in a detailed email) and said someone would call me.
I did get a call about this but he said not to worry as I'd be able to top it up but I pointed out my acc type might not let me and the difference in standing charges for pre-pay vs 'pay on receipt of bill' vs 'payg' . The summary as I understood it was I'd get a bill and then have to either pay it or have it re-worked at the correct tarrifs.
Given I could not do much more I had to wait a few weeks up until today for the next visit. This is the third visit.
New smart meter in today. Working. On PAYG. All good. It instantly went to E-Credit with a debt of 120 odd something. I mentioned this to the engineer but to be fair to him its not his doing so he said I needed to call (yes I know)
Taking a look at my online account I see its now on PAYG as expected along with the debt.
I was expecting bill to discuss or pay and discuss later not the monies to be 'added' to the machine as the rates were different so I obviously and rightly only wanted to be billed at the correct tarriff and correct standing charge for the legacy 'key pre-pay' type up until the very moment the correct / working smart meter was present that being today.
The old smart 'pay on bill' meter read about 141 , I'd calculated roughly that the 'real' reading should of been nearer 110 give or take and that does not allow for the 'absent' 39 odd of legacy pre-pay credit either.
In extreme fear to be honest of it cutting out I had to find money I did not have and put 150 onto the machine via online to kill the 'debt' and give it a few pounds of real credit, figuring any monies either way can be dealt with another time now I know it won't stop.
At this point I'm at a complete loss as what to do, I do have an open complaint (apparently) but I am so so confused about :
The way the 'time spent on the wrong meter' should be billed as it appears to me I was billed at the 'rate for this meter/setup' not at the 'pre-pay' rate as I never agreed to this arrangement, only the straight swap from pre-pay key to payg.
The awol 39 or so of credit on the legacy pre-pay meter
The meter and IHD currently show about 149.50 in credit as you'd expect, although online it still shows the debt too, this I think is normal as it does say something like it updates at midnight so I have consoled myself in not thinking about this until tomorrow as that way everything will be "in sync" so at least everyone should have all the correct figures...
I was hoping said 'bill from wrong meter time' would not instantly negative my meter and it would of gone onto a debt to pay at x per week or something, I realise I could of called them but given the waiting times and the fear of it going off without any available E-Credit (as I read it, the meter already assumed it was three figures overdue so it would not give me any E-C I expect!) , I felt little choice but to pay that chunk there and then to at least gain a few days "breathing space"
I'd love a rep to contact me and if its "already moved upstairs and out of their hands" that's fine but I do need some kind of "what we are going to do about these rates and this is how we worked it out" as it will be very difficult for me to figure it out on the old rates as it should of been up until the point of "switchover" which I class as today as that was when the 'working as payg' meter arrived and was installed.
I'm on a limited income (no I don't get any benefits) so I need to ensure any refunds or adjustments are prompt. I do recall being told 'on receipt of bill' it was 14 days (fair enough) but to credit adjust it could be 28 ? I did ask if it could be simply 'adjusted there and then' but I did not really get an answer to that. It is very complex as there are two tarriffs used not to mention the 'new' payg one now in operation too.
I had to wait until today to post this until the 'working as intended' meter was up and running.
I think Christmas has been cancelled now.
EDIT... Just to add before anyone asks why I did not just grab the phone to sort it there and then it was about 8:50am and figuring the 'friendly times' and cut-off was "about 9am" in theory, I know it says 9:00am however with the previous 'key' it would be about 9:15am on the odd occasion I forgot about it.
that meant that I would of had somewhere between 15 and 40 minutes to both get through on the phone *and* sort it before it decided terminated the supply, the chance of someone being able to 'help' within that time period I felt was too low so I felt I had little choice but to "pay that lump now then deal with it later"
As an aside I was giving thought (before this started) of having Gas from there too, to keep it simple however now I'm completely unsure on anything. I do think I'll have to see about switching back to a 'pay on bill' or DD thing. My Credit.Rating appears reasonable anyway I don't see any issue with that part at least but that's for the future. I guess I just need someone to restore a bit of customer faith.
First a little bit of history. I used to have a regular DD payment up until about 3-4 years ago, I also had one of the early 'smart' meters when they were first appearing too. It actually worked quite well.
Due to some other concerns, I switched to a pre-payment type of meter, around 3 years ago.
No issue here with this, yes there was a small (I do mean small) debt but it was small and it soon cleared in a few months as I'd chosen a low repay rate. All good.
This pre-payment arrangement with the "key" happily continued. I have had a couple of replacement keys over time which is slightly annoying as although there are quite a few very local outlets who can 'charge' the key up, to get a replacement is a good 20 min away.
Moving forward I was asked about the PAYG Smart Meter, upon looking into this a little bit it seemed ideal as I could carry on visiting the shop (and get a voucher code) plus I would be able to either use online or an automated phoneline to add credit. It seemed very good as there was no key to either break or lose (not that I've ever lost one)
Not related but in case anyone wonders: my gas is from somewhere else and is a regular "pay on receipt of bill" thing.
I arranged an appointment. This is where things started to go slightly wrong. The visit was booked for towards the end of September. I had to change this the day after arranging it as I had an app letter for something I could not cancel. I rang EON and they were very helpful and re-arrange the appointment for early October, all good.
A letter arrived a few days later confirming my appointment for the meter change, unfortunately this had the original date on it.
, I called them again and had them confirm this was in error (or words to that effect) and it was changed. No problem here just confusion for me.Moving on...
The engineer arrived with the shiny new meter. I noted he took pics of the meter credit and figures. I mentioned the signal was good as I'd had a smart before. Anyway to cut a very long story short after about 3 hours (yes) he had to put the original key meter back as the new smart was not wanting to play ball at all, despite his best efforts. This is "one of those things" I think, it happens. No real issue here.
EON in their credit were kind enough to send me a small cheque for this for some reason , I can only assume as I did mention I had to move my afternoon about due to the visit length, this is completely true as it was an 8-12 and he arrived about 11 give or take I think and was here till about 2.
Anyway they rang me and arranged another visit. This time for the middle of October so not long to wait really. No problem I said.
Engineer arrived again with said new meter and fitted it and it worked. It was then noted that the new meter was 'credit' not 'pre-pay' / 'payg' but he was not able to change it. Given the time I was half tempted to ask him to put the original back but that's not my place to say that. Anyway he gave me the contact numbers (I already had them) and went on his way. Again, no issue with the engineer polite and helpful.
The problem here was there was at least 39 worth of credit on this at that time, although I stupidly did not take pics I do have just about enough records in black/white of payments and consumption to get to this figure. Put it this way it was 41 in the early evening the night before.
I called them later that evening, from my phone details I was on the phone for 43 minutes. A lady I spoke to was very helpful once I'd explained it all to her but she was not able to raise the "smart team" , I was offered a call back but given the time (about 7pm) I figured I'd not get it so said I'd wait on hold, my choice that's fine.
Anyway she was not able to do much more so she said "as its been a palava" or similar to that she would arrange them to call me (the smart team) , I said that's fine however I do have duties to do and even if I have my phone and I'm out its not a lot of help. I said I can do a "8 to 12" OR a "2 to late" , she agreed the earlier slot was better for me, as that gave them 4 hours to call me.
I waited patiently and no calls. I could of called them but I figured as they were arranged to call me they would. No such luck.
Later that same day I noted a couple of missed calls in the afternoon about 2.30. This being depending on how you look at it either 2.5 hours late or 6.5 hours late. As I was out even if I'd taken my phone it would not of helped matters.
I then noted an email from the team, saying they had tried to call me. I replied to the email explaining I needed a visit as I was worried I'd be instantly cut off if it was remote switched to pre-pay. I wanted some kind of assurance this would not happen. I had no reply to this.
I'd already had a complaint raised by this point. My issues were several:
My online account appeared to gain a large amount of credit for some reason and it also confirmed it was on the 'pay on receipt of bill' account type.
I rang in the evening and was passed between a couple of people, had to explain it all to them. The last one I spoke to was very helpful (I had already sent in a detailed email) and said someone would call me.
I did get a call about this but he said not to worry as I'd be able to top it up but I pointed out my acc type might not let me and the difference in standing charges for pre-pay vs 'pay on receipt of bill' vs 'payg' . The summary as I understood it was I'd get a bill and then have to either pay it or have it re-worked at the correct tarrifs.
Given I could not do much more I had to wait a few weeks up until today for the next visit. This is the third visit.
New smart meter in today. Working. On PAYG. All good. It instantly went to E-Credit with a debt of 120 odd something. I mentioned this to the engineer but to be fair to him its not his doing so he said I needed to call (yes I know)
Taking a look at my online account I see its now on PAYG as expected along with the debt.
I was expecting bill to discuss or pay and discuss later not the monies to be 'added' to the machine as the rates were different so I obviously and rightly only wanted to be billed at the correct tarriff and correct standing charge for the legacy 'key pre-pay' type up until the very moment the correct / working smart meter was present that being today.
The old smart 'pay on bill' meter read about 141 , I'd calculated roughly that the 'real' reading should of been nearer 110 give or take and that does not allow for the 'absent' 39 odd of legacy pre-pay credit either.
In extreme fear to be honest of it cutting out I had to find money I did not have and put 150 onto the machine via online to kill the 'debt' and give it a few pounds of real credit, figuring any monies either way can be dealt with another time now I know it won't stop.
At this point I'm at a complete loss as what to do, I do have an open complaint (apparently) but I am so so confused about :
The way the 'time spent on the wrong meter' should be billed as it appears to me I was billed at the 'rate for this meter/setup' not at the 'pre-pay' rate as I never agreed to this arrangement, only the straight swap from pre-pay key to payg.
The awol 39 or so of credit on the legacy pre-pay meter
The meter and IHD currently show about 149.50 in credit as you'd expect, although online it still shows the debt too, this I think is normal as it does say something like it updates at midnight so I have consoled myself in not thinking about this until tomorrow as that way everything will be "in sync" so at least everyone should have all the correct figures...
I was hoping said 'bill from wrong meter time' would not instantly negative my meter and it would of gone onto a debt to pay at x per week or something, I realise I could of called them but given the waiting times and the fear of it going off without any available E-Credit (as I read it, the meter already assumed it was three figures overdue so it would not give me any E-C I expect!) , I felt little choice but to pay that chunk there and then to at least gain a few days "breathing space"
I'd love a rep to contact me and if its "already moved upstairs and out of their hands" that's fine but I do need some kind of "what we are going to do about these rates and this is how we worked it out" as it will be very difficult for me to figure it out on the old rates as it should of been up until the point of "switchover" which I class as today as that was when the 'working as payg' meter arrived and was installed.
I'm on a limited income (no I don't get any benefits) so I need to ensure any refunds or adjustments are prompt. I do recall being told 'on receipt of bill' it was 14 days (fair enough) but to credit adjust it could be 28 ? I did ask if it could be simply 'adjusted there and then' but I did not really get an answer to that. It is very complex as there are two tarriffs used not to mention the 'new' payg one now in operation too.
I had to wait until today to post this until the 'working as intended' meter was up and running.
I think Christmas has been cancelled now.
EDIT... Just to add before anyone asks why I did not just grab the phone to sort it there and then it was about 8:50am and figuring the 'friendly times' and cut-off was "about 9am" in theory, I know it says 9:00am however with the previous 'key' it would be about 9:15am on the odd occasion I forgot about it.
that meant that I would of had somewhere between 15 and 40 minutes to both get through on the phone *and* sort it before it decided terminated the supply, the chance of someone being able to 'help' within that time period I felt was too low so I felt I had little choice but to "pay that lump now then deal with it later"
As an aside I was giving thought (before this started) of having Gas from there too, to keep it simple however now I'm completely unsure on anything. I do think I'll have to see about switching back to a 'pay on bill' or DD thing. My Credit.Rating appears reasonable anyway I don't see any issue with that part at least but that's for the future. I guess I just need someone to restore a bit of customer faith.
0
Comments
-
I'd love a rep to contact me
Just bumping this to the first page again.
The E.on reps are short staffed at the moment but I'm sure Helena will be along later.
You can contact the E.on Reps at:
WebForumAdvisors@eonenergy.com
hth
f&wFred - Where's your get up and go?
Barney - It just got up and went.
Carpe diem0 -
Good morning AndyCF,
Thank you fredandwilma,
Goodness me, that is a lot of information and I'm sorry that you do appear to have had a bit of a bad time with this.
You're [FONT="]absolutely[/FONT] right though, this account now has an open complaint on it and it will be with a resolution manager (so I can't get involved), they need to investigate and either start offering resolutions or moving this on to the resolution review team.
Your resolution manager is the one that needs to be explaining how the rates have been calculated, again if you're not satisfied it needs to be moved up for it to be looked at again.
Make it clear that this is part of your complaint and you need to fully understand how the amounts have been calculated.
You should have a point of contact for your complaint handler and it may be that you need to [FONT="]ask for it to be referred to our Complaints Review section. They'll look again at what's gone before from both your point of view and ours. At this stage, if you're still unhappy with what's happened, you can go to the Energy Ombudsman for an independent assessment. The Ombudsman's decision is binding on us but not on you. Our Reviewers will let you have a Final Resolution Offer letter to help when you go to the Ombudsman. Although, if the complaint is over 56 days old, which it sounds like it is, you'll be able to go the Ombudsman straightaway. No need to wait for a letter.
I do hope you can reach a resolution and I'm sorry I can't do more.
Thank you.
Helena
[/FONT]“Official Company Representative
I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
Thanks for the free bump fredandwilma
Thank you for the detailed reply Helena, I do appreciate your time in writing it even though its "out of your hands" as such. Its just been so confusing for me to try to get my head around.
After pausing for a few moments to think clearly about this...
I think what I will simply do is wait about a day or two from now, by which time everything should hopefully have "settled and be in sync" , this also means if anyone should have it on their list to call me they might do so.
Although it may seem prudent to some to say "no, call them now" I'd rather wait a day or two as I say to let "it all settle" so that the appropriate people at EON will have 'up to date' information all ready if needed. Ultimately if the supply does not go off then I'm good I guess.
I may get some kind of call anyway from what I can recall.
There is actually a 'new' concern noted today but that might actually resolve itself later (midnight sync) but it is not too important to be honest at this point.
If I have not heard after a couple of days then I'll simply call for an 'update to the situation' after this time. 0 -
I see you have a new helper, Helena.
Welcome to Amy :hello: but i do have a feeling we won't see Malc return?
Fred - Where's your get up and go?
Barney - It just got up and went.
Carpe diem0 -
fredandwilma wrote: »I see you have a new helper, Helena.
Welcome to Amy :hello: but i do have a feeling we won't see Malc return?
Hiya fredandwilma,
Yes Amy used to work on the forums a long time ago, she has kindly offered to help me for a bit.
Don't worry about Malc, I've spoken to him today, he's ok
Helena x“Official Company Representative
I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
Hiya fredandwilma,
Yes Amy used to work on the forums a long time ago, she has kindly offered to help me for a bit.
Don't worry about Malc, I've spoken to him today, he's ok
Helena x
That's good news.
Send him very warm wishes from me, (and help yourself to a few at the same time).
Nearly time for one of these? :coffee:
f&w xFred - Where's your get up and go?
Barney - It just got up and went.
Carpe diem0 -
fredandwilma wrote: »That's good news.
Send him very warm wishes from me, (and help yourself to a few at the same time).
Nearly time for one of these? :coffee:
f&w x
Hi fredandwilma and all,
Just to say, I'm here to help for the time being
Amy[FONT="]I[/FONT][FONT="] am an official company representative of E.ON. I’m working with established E.ON Company Representatives Malc and Helena so that I can help solve issues. I am not allowed to tout for business at all. If you believe I am please report it as abuse to MSE. This does NOT imply any form of approval of my company or its products by MSE[/FONT]0
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