How can I get hold of eon!?

emily123

I've got £350 credit on my account after they increased my DD. I requested a call back a week ago and have tried to call them since but their answer phone says they're too busy to answer. I'd rather use the money in the account for Xmas!

Robin9

Do they have a chat line ?

D_M_E

https://www.eonenergy.com/for-your-home/contact-us

They have a live chat option, Twitter and Facebook, but their website is overloaded at the present time, seems it just cannot cope.

Try Facebook if you use that.

emily123

Thanks, live chat is 'busy' so I'll try Facebook

SpanishBlue

Good luck contacting them through Facebook - they took 36 hours to respond to me via that method.


A 30 to 40 minute wait on the phone seems to be the norm when calling them, frustrating, but at least you do eventually get to talk to them.

poppasmurf_bewdley

Having £350 in credit with Eon may look as though it's a lot, but we're
now coming into the winter periods when bills will be at the highest. How much do you expect your bills to be?

Looking at my Eon account, I see I'm £312 in credit, and I pay £43 per month, but I know my December bill will be about £250-£280 if last year is anything to go by.

Former_E.ON_Company_Representative:_Malc

emily123 wrote: »

I've got £350 credit on my account after they increased my DD. I requested a call back a week ago and have tried to call them since but their answer phone says they're too busy to answer. I'd rather use the money in the account for Xmas!

Hello emily123 and I'm sorry you've been struggling to talk to us. Totally accept, these waiting times aren't good enough and we're working to improve. As others have said, alternatives include the Live Chat service through the website and our Social Media channels - twitter and Facebook. Advisors are available on all these channels from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays.

With the credit, provided the account is billed up to the latest meter readings, we can refund part or all the remaining balance. Please be aware, as poppasmurf_bewdley says, now we're entering the winter period and expected higher bills, taking a refund now could have other implications for your account.

For instance, we might ask to increase your monthly payments. This is because these arrangements spread the cost of energy over a full 12 months with the aim of achieving as near as possible to a zero balance by the annual review. Refunding credit now might mean there's not enough in the pot to cover usage up to this review and trigger a request to increase payments. This is to help avoid having a debt at the annual review. At this point, any remaining credit over a fiver is automatically refunded.

Sorry again for the long wait on the phone emily123.

Malc

Former_E.ON_Company_Representative:_Malc

D_M_E wrote: »

https://www.eonenergy.com/for-your-home/contact-us

They have a live chat option, Twitter and Facebook, but their website is overloaded at the present time, seems it just cannot cope.

Try Facebook if you use that.

Many thanks for posting this link D_M_E. As you say, we're experiencing high levels of queries at the moment and all channels aren't where we want them to be. We're putting additional advisors on all our communication routes to help cut the delays.

Thanks for everyone's patience.

Malc

Former_E.ON_Company_Representative:_Malc

SpanishBlue wrote: »

Good luck contacting them through Facebook - they took 36 hours to respond to me via that method.

A 30 to 40 minute wait on the phone seems to be the norm when calling them, frustrating, but at least you do eventually get to talk to them.

I'm sorry it took so long to reply to your Facebook post SpanishBlue. As above, we've backlogs through all our channels that we're working to sort. 36 hours to reply to a Facebook post isn't good enough. Similarly, 30-40 minute call waits. These need to be much quicker and that's what we're working towards.

Sorry again SpanishBlue and thanks for your patience.

Malc

dont_use_vistaprint

I have the same issue, switched on 4th and heard nothing about my £189 credit refund. Cant get you online chat when logged in . You also diddnt turn up this morning to install a smart meter even though I checked last week that it would still happen with the switch going ahead on the 4th.

Former_E.ON_Company_Representative:_Malc

dont_use_vistaprint wrote: »

I have the same issue, switched on 4th and heard nothing about my £189 credit refund. Cant get you online chat when logged in . You also diddnt turn up this morning to install a smart meter even though I checked last week that it would still happen with the switch going ahead on the 4th.

Hello dont_use_vistaprint and sorry about the difficulties contacting us.

Have you received our final bill based on the same meter readings used by your new supplier to start their account? If you have, you'll receive all remaining credit within 10 working days of this bill date. If there's a live Direct Debit, it'll go back to your bank. If not, we'll send you a cheque.

If you haven't received a final bill, we'll be waiting for the new supplier to send us their readings. They come through a third party who checks they're in line with previous readings held for the property. Once we have these, we'll raise our final bill and any refunds will follow the above path.

I'm sorry you were told we would still fit a smart meter even though you had changed supplier. This advice was wrong. Following a change of supplier, we lose control of the meter and responsibility passes to the new supplier. You'll need to arrange with them for a smart meter to be fitted.

Sorry to lose you dont_use_vistaprint and for the difficulties you've had.

Malc