EON - Ombudsmancomplaints

CSAEnergy

As others have suggested to you, I would advise you to accept EON’s offer of goodwill. This offer is a pretty high offer as GWG go in the Energy industry based of my experience in the industry.

Firstly, it would have British Gas who would have transferred your supply to them and I presume this then went through the ET process where your supply was sent back to EON.

You would have then been billed by EON as if you had never left. Not exactly sure why there would have been an issue with this as this bill could have been amended with an actual read from yourself.

The issue with the Smart Meter seems to be a separate issue and unless the meter is faulty you should have still been able to get a manual reading.

You would be entitled to £30 GSOP payment for the missed appointment and to be fair, you’re very fortunate that EON have offered £150. If it was something like £50 then I would understand the reason to going to the Ombudsman but £150 is a very high offer that you should accept.

With regard to EON wanting to fit PPM into the property. Is this due to debt? If so, it’d be better to set up a payment plan with them now and contest the bill later if you wish as this will go through the Collections process which will inevitably lead to charges, court and warrant execution fees. If you do refuse entry, like has been mentioned, they will bring a locksmith and even Police to keep the peace and at the end of the day, you’re on PPM and you’ve had far too much hassle than it’s worth.

Former_E.ON_Company_Representative:_Malc

CornelUys wrote: »

Hi

I have a complaint about Eon's service, they offered me £100 goodwill compensation but I am not happy with this.
That left me to go through the Ombudsman, who said that I might not get offered anything...
Eon has now come back with an offer of £150.

My question is should I accept the offer Eon is making now or should I wait for the Ombudsman to investigate?

Thanks
Cornel

CornelUys wrote: »

Eon has switched my account over to another supplier – British Gas without authority.
I contacted them over this and they requested the switch to go back to E.on
E.on switched this back to E.on and sent me an estimated bill for £470.00, and I feel this was incorrect as my normal bills are charged quarterly and normally £130.00 maximum per/quarter.
E.on investigated the estimated bill, and discussed having smart meters fitted and once fitted would take the meter readings – however once fitted there was an immediate issue as they weren’t working only the electric meter was working and not the gas.
After the 3rd attempt to fit the smart meter and get them working, E.on confirmed that this was not working properly and another engineer eventually came out to the meter to Say the smart meters would never work.
E.on sent out a person to call out to take a reading, and nobody turned up for the appointment and so I called E.on again complaining that the person requested to sort the meter out never showed and so I was back to square 1.
E.on offered £130 some of which was GWG and the remainder was for the complaint, this was declined by me, E.on have said they want to fit pre-pay meters, and I'm is refusing them entry to do this.

CornelUys wrote: »

Actual loss is time off work £1140! they will never offer me that...

Hello CornelUys and welcome to the Forums.

There are a number of issues here. Firstly, as others have said above, as the losing supplier we wouldn't have started the switch. It looks like BG took the account by mistake and we've now taken it back through the Erroneous Transfer (ET) tool all suppliers use in these situations. This will have meant your account came back as though it had never been away.

Once the account came back, we'll have billed from the last reading we had before the ET up to date. We'll have used an estimate if we didn't have an actual reading. Again as said above, we'll be happy to rebill the estimated reading if you've an actual one. This will make sure you only pay for the energy used.

I'm sorry we weren't able to fit smart meters. This would've taken away the need to use estimates. Sorry, too, we didn't keep the appointment to read your existing meter. I can confirm, under the Guaranteed Standards of Service, where we don't do what we say we'll pay £30 to say sorry.

I suspect our request to fit prepayment meters is a different thing. Usually, we only ask to do this if there's a long-standing balance on the account. This follow-up will be suspended whilst the account is with the Energy Ombudsman.

Sorry again for the problems with the meter CornelUys.

Malc

jaguk

Try ringing resolutions team on 0345 302 4332.

Ask for {Name removed by Forum Team}. - overall manager. Great bloke, very helpful/ Don't let anyone try to take ownership- if you want it sorting he is the man to speak to, nobody else

Worth the effort.

Smodlet

jaguk said:

Try ringing resolutions team on 0345 302 4332.

Ask for {Name removed by Forum Team}. - overall manager. Great bloke, very helpful/ Don't let anyone try to take ownership- if you want it sorting he is the man to speak to, nobody else

Worth the effort.

I might try him myself, if I can ever work up the energy...

Former_E.ON_Company_Representative:_Malc

jaguk said:

Try ringing resolutions team on 0345 302 4332.

Ask for {Name removed by Forum Team}. - overall manager. Great bloke, very helpful/ Don't let anyone try to take ownership- if you want it sorting he is the man to speak to, nobody else

Worth the effort.

Glad our advisor was able to help jaguk.

Smodlet said:

jaguk said:

Try ringing resolutions team on 0345 302 4332.

Ask for {Name removed by Forum Team}. - overall manager. Great bloke, very helpful/ Don't let anyone try to take ownership- if you want it sorting he is the man to speak to, nobody else

Worth the effort.

I might try him myself, if I can ever work up the energy...

This is the number for our Complaints Review team Smodlet.

They take a second look at accounts where the Complaint Manager has been unable to agree a resolution with the customer. If you're in this situation, please ask your Complaints Manager to connect you with this area. They'll need to explain to the Reviewer exactly what they've done and where they're at with your complaint. Provided you agree with what they say, the Reviewer will take over the complaint and deal directly with you from there

If you're already at this stage, please ring this number directly. They're available from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays.

Thanks Smodlet.

Malc