Can't switch from eon - 2meters

paul2louise

Sorry but I need to rant and can I get any help with this.


My MIL moved into a retirement bungalow in march. Eon are the electricity supplier. I tried to set up a switch but kept getting rejected because she had 2 meters. So in April eon converted the dual meter to a single meter. I didnt chase for a few weeks (got my own stuff to sort) and then a couple of months ago I tried the switching process again. After being rejected I phoned eon who said there was no reason why I couldn't switch so I tried again. Got rejected again so I pushed eon for answer and then they said I can't switch because of 2 meters. I can see that you booked a conversion but it didn't happen. Correction it did happen but they hadn't updated their system. Sorry the engineer didn't give us the new detail .
So I sent them new details and current readings. I was told it would take 7 working days and they would come back to me.
Then I chased again. We haven't been taking enough money and the balance is now over £500 so you can't switch until the balance drops below £500.
So we paid the bill.
You can't switch because you have 2 meters

Arrrrrrrggggghhhh
No there is only 1 meter.
Oh apologies we haven't updated the system

Sorry but the specialist team are looking into this and it will take 6-8 weeks to sort. They can't speed this process up.

So my MIL is paying extortion electricity prices and I can't switch her.

Is there anything I can do.

molerat

Raise a formal complaint.

Gerry1

See whether Malc can help ! WebForumAdvisors@eonenergy.com

If not, try the Ombudsman.

Ectophile

But the ombudsman won't be interested until you've exhausted the formal complaints process, or 8 weeks has passed, whichever comes first.

Gerry1

Ectophile wrote: »

But the ombudsman won't be interested until you've exhausted the formal complaints process, or 8 weeks has passed, whichever comes first.

But the mere threat of the Ombudsman (and the associated £500+ fee) may well help to make some jobsworth come to their senses and sort it out pronto. They won't be thanked if E.On clocks up another complaint against the company.

In any case, it seems that the OP may well have exhausted the complaints procedure (reached deadlock) and / or have exceeded eight weeks.

paul2louise

Gerry1 wrote: »

But the mere threat of the Ombudsman (and the associated £500+ fee) may well help to make some jobsworth come to their senses and sort it out pronto. They won't be thanked if E.On clocks up another complaint against the company.

In any case, it seems that the OP may well have exhausted the complaints procedure (reached deadlock) and / or have exceeded eight weeks.

I haven't made a complaint as such until today but have been chasing this issue for a couple of months now. I emailed the webforumadvisors this afternoon and will see what happens. I have been messaging eon for a good few months and have the conversation to hand if needed.

They need to stop fobbing me off with the same line, 'you have 2 meters, oh sorry we haven't updated the system'. Once is acceptable but I have been getting this reply for weeks now.

paul2louise

Ectophile wrote: »

But the ombudsman won't be interested until you've exhausted the formal complaints process, or 8 weeks has passed, whichever comes first.

8 weeks since what, the meter being switched, me asking them to update their system , or me actually formally complaining. If it the latter then I need to just keep nagging at them and not accept their ' it will take 6-8 weeks for our specialist to sort. Why have they not sorted it when I asked the first, second time. What proof have I got that they will sort it now I have asked a third time.

Gerry1

As it's been a couple of months, ask them for a formal deadlock letter by return. If they send it, then you can go straight to the Ombudsman. If they say there was no formal complaint recorded until yesterday, then that's when the clock starts ticking.

The procedure is explained at https://www.ombudsman-services.org/how-it-works/process

paul2louise

Gerry1 wrote: »

As it's been a couple of months, ask them for a formal deadlock letter by return. If they send it, then you can go straight to the Ombudsman. If they say there was no formal complaint recorded until yesterday, then that's when the clock starts ticking.

The procedure is explained at https://www.ombudsman-services.org/how-it-works/process

Thanks. I will get onto that. :beer:

mac.d

Ectophile wrote: »

But the ombudsman won't be interested until you've exhausted the formal complaints process, or 8 weeks has passed, whichever comes first.

Gerry1 wrote: »

As it's been a couple of months, ask them for a formal deadlock letter by return. If they send it, then you can go straight to the Ombudsman. If they say there was no formal complaint recorded until yesterday, then that's when the clock starts ticking.

The procedure is explained at https://www.ombudsman-services.org/how-it-works/process

It's exactly as Ectophile says, the ombudsman won't get involved if you haven't followed your suppliers complaints process. The link Gerry1 points to even states:

"Log the complaint with your provider.
If it's a simple complaint, you might be able to resolve it with a phone call. However, if it can’t be easily resolved, you should make sure you log a formal complaint with them, rather than just talking to them about your problem."

So make sure you raise it as a formal complaint immediately (either by letter or email, clearly marked as a complaint), At the same time, you can always ask that as you have been pursuing this with them for x amount of time, can you have a deadlock letter, but seeing as they have already told you that their specialist team will take 6-8 weeks to resolve it, they'll probably still ask you to wait. Then you'll have 8 weeks to wait and if they haven't resolved it, and even if they haven't issued a deadlock letter, then you can go to the ombudsman.

E.ON_Company_Representative:_Helena

Morning paul2louise,

Just wanted to pop a note on here to say I replied to your email last week.

I'm sorry though that Malc and I can't move this faster for you.

I hope the matter has been escalated now for you.

Thank you

Helena