eons complaint proceedures and credit scoring , how have they been with you?

Former_E.ON_Company_Representative:_Malc

isthatallitis said:

im having not such a good time with eons complaints proceedure and their credit scoring inaccuracies.

i have decided now to list my complete experience of my complaints against eon and how they are handled, and also how accurate they are at credit scoring and welcome any one whos had difficulties with eons slow responses and or problems updating or correcting the equifax credit file.

isthatallitis said:

i raised my complaint to eon on 24th of january 2019, i was sent a response shortly after stating i would hear from eon within 7 days and eon  summerised my 3 page complaint down to 3 lines which failed to cover 90 % of my complaint.

i sent a resonse to this email outlining there was far more to my complaint than what eon had summerised,

and i received an auto reply saying i would hear back within 6 days on 25th jan.

i received no response so sent a further email  on 11 th feb as not heard anything, on the 13th of feb i recieved two emails from eon. the first read as follows

"Thanks for your email.

I can see that we emailed you on 29 January 2020 and gave a full explanation of your account and that the complaint was closed.

If you haven't received this email, please let us know and we can send you a copy of it.

 Kind Regards

 Jill Reynolds

Customer Resolution Manager"

no email was ever received from eon and  all trash and junk files were also checked...

i sent a reply email saying no response ever received please resend, to date nothing has arrived.

eons second email said

"can you please call us to discuss further. our contact number is 0345 301 5934. As the conversation we had on 29 January 2020 to confirm that the data share is valid but if you still believe its incorrect then will be happy to assist you further."

i have not had any conversation with eon since august last year so again another untruth from eon, there is no way i will talk with eon on the phone as i want full accounts of all conversation with them as this will be needed when i contact the ombudsman and or the i.c.o

i sent eon a reply email clearly stating no conversation has taken place since last august and please send me a response to my complaint as it has not yet been recieved.

i have received no responses to my emails as of today or a copy of my complaint response.

Hello isthatallitis and I've posted some information about your concerns on other threads as below.

https://forums.moneysavingexpert.com/discussion/4132951/eon-reporting-to-equifax/p12

https://forums.moneysavingexpert.com/discussion/5856043/eon-reduced-my-payments-too-much-want-252#latest

https://forums.moneysavingexpert.com/discussion/comment/76777670#Comment_76777670

It seems from the posts above that we believe we've responded to your complaint with an explanation. As you're not happy with this, the complaint needs to be re-opened. It will be back-dated to the time the issue was first raised. Please contact a Complaint Manager as these are the only advisors with the access to re-open complaints.

Totally understand your reluctance to phone so would recommend using the Live Chat service on our website. This is open from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays. They'll be able to take the details and put you in touch with a Complaint Manager. You'll also be able to keep a transcript of all interactions through Live Chat.

As I explained in the third link above, with a Subject Access Request (SAR), we need to be back in touch within 30 days of the request being raised. If it's been over 30 days since you raised the SAR please speak to the Complaint Manager about this too.

It sounds like it might well be over 56 days since you first raised this complaint. If it is, you can go to the Energy Ombudsman straightaway should you prefer. There are details of how to do this on our website. The Complaint Manager can also help with this.

Thanks isthatallitis.

Malc

isthatallitis

E.ON_Company_Representative:_Malc said:

isthatallitis said:

im having not such a good time with eons complaints proceedure and their credit scoring inaccuracies.

i have decided now to list my complete experience of my complaints against eon and how they are handled, and also how accurate they are at credit scoring and welcome any one whos had difficulties with eons slow responses and or problems updating or correcting the equifax credit file.

isthatallitis said:

i raised my complaint to eon on 24th of january 2019, i was sent a response shortly after stating i would hear from eon within 7 days and eon  summerised my 3 page complaint down to 3 lines which failed to cover 90 % of my complaint.

i sent a resonse to this email outlining there was far more to my complaint than what eon had summerised,

and i received an auto reply saying i would hear back within 6 days on 25th jan.

i received no response so sent a further email  on 11 th feb as not heard anything, on the 13th of feb i recieved two emails from eon. the first read as follows

"Thanks for your email.

I can see that we emailed you on 29 January 2020 and gave a full explanation of your account and that the complaint was closed.

If you haven't received this email, please let us know and we can send you a copy of it.

 Kind Regards

 Jill Reynolds

Customer Resolution Manager"

no email was ever received from eon and  all trash and junk files were also checked...

i sent a reply email saying no response ever received please resend, to date nothing has arrived.

eons second email said

"can you please call us to discuss further. our contact number is 0345 301 5934. As the conversation we had on 29 January 2020 to confirm that the data share is valid but if you still believe its incorrect then will be happy to assist you further."

i have not had any conversation with eon since august last year so again another untruth from eon, there is no way i will talk with eon on the phone as i want full accounts of all conversation with them as this will be needed when i contact the ombudsman and or the i.c.o

i sent eon a reply email clearly stating no conversation has taken place since last august and please send me a response to my complaint as it has not yet been recieved.

i have received no responses to my emails as of today or a copy of my complaint response.

Hello isthatallitis and I've posted some information about your concerns on other threads as below.

https://forums.moneysavingexpert.com/discussion/4132951/eon-reporting-to-equifax/p12

https://forums.moneysavingexpert.com/discussion/5856043/eon-reduced-my-payments-too-much-want-252#latest

https://forums.moneysavingexpert.com/discussion/comment/76777670#Comment_76777670

It seems from the posts above that we believe we've responded to your complaint with an explanation. As you're not happy with this, the complaint needs to be re-opened. It will be back-dated to the time the issue was first raised. Please contact a Complaint Manager as these are the only advisors with the access to re-open complaints.

Totally understand your reluctance to phone so would recommend using the Live Chat service on our website. This is open from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays. They'll be able to take the details and put you in touch with a Complaint Manager. You'll also be able to keep a transcript of all interactions through Live Chat.

As I explained in the third link above, with a Subject Access Request (SAR), we need to be back in touch within 30 days of the request being raised. If it's been over 30 days since you raised the SAR please speak to the Complaint Manager about this too.

It sounds like it might well be over 56 days since you first raised this complaint. If it is, you can go to the Energy Ombudsman straightaway should you prefer. There are details of how to do this on our website. The Complaint Manager can also help with this.

Thanks isthatallitis.

Malc

E.ON_Company_Representative:_Malc said:

isthatallitis said:

im having not such a good time with eons complaints proceedure and their credit scoring inaccuracies.

i have decided now to list my complete experience of my complaints against eon and how they are handled, and also how accurate they are at credit scoring and welcome any one whos had difficulties with eons slow responses and or problems updating or correcting the equifax credit file.

isthatallitis said:

i raised my complaint to eon on 24th of january 2019, i was sent a response shortly after stating i would hear from eon within 7 days and eon  summerised my 3 page complaint down to 3 lines which failed to cover 90 % of my complaint.

i sent a resonse to this email outlining there was far more to my complaint than what eon had summerised,

and i received an auto reply saying i would hear back within 6 days on 25th jan.

i received no response so sent a further email  on 11 th feb as not heard anything, on the 13th of feb i recieved two emails from eon. the first read as follows

"Thanks for your email.

I can see that we emailed you on 29 January 2020 and gave a full explanation of your account and that the complaint was closed.

If you haven't received this email, please let us know and we can send you a copy of it.

 Kind Regards

 Jill Reynolds

Customer Resolution Manager"

no email was ever received from eon and  all trash and junk files were also checked...

i sent a reply email saying no response ever received please resend, to date nothing has arrived.

eons second email said

"can you please call us to discuss further. our contact number is 0345 301 5934. As the conversation we had on 29 January 2020 to confirm that the data share is valid but if you still believe its incorrect then will be happy to assist you further."

i have not had any conversation with eon since august last year so again another untruth from eon, there is no way i will talk with eon on the phone as i want full accounts of all conversation with them as this will be needed when i contact the ombudsman and or the i.c.o

i sent eon a reply email clearly stating no conversation has taken place since last august and please send me a response to my complaint as it has not yet been recieved.

i have received no responses to my emails as of today or a copy of my complaint response.

Hello isthatallitis and I've posted some information about your concerns on other threads as below.

https://forums.moneysavingexpert.com/discussion/4132951/eon-reporting-to-equifax/p12

https://forums.moneysavingexpert.com/discussion/5856043/eon-reduced-my-payments-too-much-want-252#latest

https://forums.moneysavingexpert.com/discussion/comment/76777670#Comment_76777670

It seems from the posts above that we believe we've responded to your complaint with an explanation. As you're not happy with this, the complaint needs to be re-opened. It will be back-dated to the time the issue was first raised. Please contact a Complaint Manager as these are the only advisors with the access to re-open complaints.

Totally understand your reluctance to phone so would recommend using the Live Chat service on our website. This is open from 8am to 8pm Monday to Friday and between 8am and 6pm Saturdays. They'll be able to take the details and put you in touch with a Complaint Manager. You'll also be able to keep a transcript of all interactions through Live Chat.

As I explained in the third link above, with a Subject Access Request (SAR), we need to be back in touch within 30 days of the request being raised. If it's been over 30 days since you raised the SAR please speak to the Complaint Manager about this too.

It sounds like it might well be over 56 days since you first raised this complaint. If it is, you can go to the Energy Ombudsman straightaway should you prefer. There are details of how to do this on our website. The Complaint Manager can also help with this.

Thanks isthatallitis.

Malc

isthatallitis

malc your statement

"It seems from the posts above that we believe we've responded to your complaint with an explanation. As you're not happy with this, the complaint needs to be re-opened "

seems rather silly !

let me say one more time in an easy to understand format.

i have never received a response to my complaint from eon in any form.

i have never had a telephone conversation with eon regarding the complaint.

i have emailed eon 3 times asking for them to send the alledged complaint response to me again on three occassions.

you said also "Please contact a Complaint Manager as these are the only advisors with the access to re-open complaints."

eon have not responded to my original complaint in any format despite them saying they have and im sure i would have known if eon had spoken on the telephone with me about this! if they cannot provide a complaint response how am i supposed to reopen the case and question the response with a complaint manager?

you said "It seems from the posts above that we believe we've responded to your complaint with an explanation. As you're not happy with this, the complaint needs to be re-opened."

im not happy as iv received no response or an explanation or telephone conversation!

as you have looked into the issue could you not have sent me the response to my complaint either? if i had a chance to see your responce it would be a step in the right direction. you had no problems giving debt collectors my contact email and telephone and text details yet you seem to have problems sending me your complaint response or in fact making any contact at all.

is it because i dont owe you money or is that im no longer an eon customer and dont really matter?

you said "As I explained in the third link above, with a Subject Access Request (SAR), we need to be back in touch within 30 days of the request being raised. If it's been over 30 days since you raised the SAR please speak to the Complaint Manager about this too."

eon were  contacted over 30 days ago with a request for all information, and i would dearly love a complaint manager to email me about this but sadly doesnt happen , as you have access to my complaint number and details you could push this along a little as it does not look good on eons part to be honest.

you said "It sounds like it might well be over 56 days since you first raised this complaint. If it is, you can go to the Energy Ombudsman straightaway should you prefer. There are details of how to do this on our website. The Complaint Manager can also help with this."

no malc its not over 56 days since i opened my complaint with eon, and as i need the sar info and a response to my complaint , of which eon have provided none, its difficult to go further.

also please note i wish to challenge the equifax markers with the ico as well as the ombudsman so really need all the info you say you provide, but sadly do not

isthatallitis

well thankyou malc,,,,,i presume you pushed a few buttons today and i finally got my complaint response!!

it was a few lines that eon made up to look good for the ombudsman but certainly didnt ansewr my complaint and now need to go to the next level, but how do i get there malc?

why did it take so long to get this rubbish response god knows , but i really should not have had to send pleading emails for a response that was sent to mr 28 days after it was produced . why are we treated like this i do not know?

still no sign of my sar request and would you believe my equifax credit record is still the same today as it was on the one i printed above, shows debt and late payments galore, despite me paying everything they say i owed and being totally disputed as incorrect yet again, any help here malc or hannah?

isthatallitis

ok, as malc suggested i have today sent an email response as follows to Alisha Khalique Customer Resolution Reviewer , as her response to my complaint was useless......

hi thankyou for your response , i disagree totally with your response to my complaint and also the equifax markers you have in place and a debt still showing despite no debt owed and the account totally disputed,,,

i wish this case to be reopened so i may take the matter forward and be given an eon complaint manager contact with whom to discuss this matter prior to my complaints to the energy  ombudsman and the ico.

whilst my equifax shows a debt still outstanding, and this is certainly not the case  ,  dispite my complaints to eon regarding these inaccurate markers , nothing has been done to change this for the last 30 days.

please also note i have not received my sar request sent  on 15th january and as you are aware this should be completed within 30 days and eon have failed in their statutory obligation to provide this within that time scale.

many thanks

isthatallitis

VERY QUIET ON THE EON FRONT AGAIN AND THE NEW EQUIFAX CREDIT REPORT SHOWS NO CHANGES AGAIN TODAY , AND NO RESPONSE TO REOPENING MY COMPLAINT AS PER MALCS ADVICE..

COME ON EON THIS GETTING EMBARRASSING SURELY?

isthatallitis

still no change on the equifax front and still no response from eon to reopen the complaint...its no wonder people get cheesed off with this lot as they really are dreadfull company,,,, thank god i moved from them...lets see what tomorrow brings,,

Former_E.ON_Company_Representative:_Malc

isthatallitis said:

well thankyou malc,,,,,i presume you pushed a few buttons today and i finally got my complaint response!!

it was a few lines that eon made up to look good for the ombudsman but certainly didnt ansewr my complaint and now need to go to the next level, but how do i get there malc?

why did it take so long to get this rubbish response god knows , but i really should not have had to send pleading emails for a response that was sent to mr 28 days after it was produced . why are we treated like this i do not know?

still no sign of my sar request and would you believe my equifax credit record is still the same today as it was on the one i printed above, shows debt and late payments galore, despite me paying everything they say i owed and being totally disputed as incorrect yet again, any help here malc or hannah?

isthatallitis said:

ok, as malc suggested i have today sent an email response as follows to Alisha Khalique Customer Resolution Reviewer , as her response to my complaint was useless......

hi thankyou for your response , i disagree totally with your response to my complaint and also the equifax markers you have in place and a debt still showing despite no debt owed and the account totally disputed,,,

i wish this case to be reopened so i may take the matter forward and be given an eon complaint manager contact with whom to discuss this matter prior to my complaints to the energy  ombudsman and the ico.

whilst my equifax shows a debt still outstanding, and this is certainly not the case  ,  dispite my complaints to eon regarding these inaccurate markers , nothing has been done to change this for the last 30 days.

please also note i have not received my sar request sent  on 15th january and as you are aware this should be completed within 30 days and eon have failed in their statutory obligation to provide this within that time scale.

many thanks

Hello isthatallitis and it's good your complaint is now with a Resolution Reviewer. This is the next level up from a Complaint Manager.

As you've rejected Alisha's proposed resolution, we can either look to see if there's any leeway to put forward a revised offer or, if not, send you a Final Resolution Offer letter. This will outline our final position and give you advice on how to approach the Energy Ombudsman for an independent review. There's more information about this on our website too.

There's a bit of a backlog with email replies at the moment and I suspect your response is in this queue. You might like to try the Live Chat Service I mentioned earlier in this thread to let Alisha know you've replied.

Thank you isthatallitis.

Malc

isthatallitis

"Hello isthatallitis and it's good your complaint is now with a Resolution Reviewer. This is the next level up from a Complaint Manager. "

i certainly hope this is with a resolution reveiwer as i have not heard a thing from eon.

"As you've rejected Alisha's proposed resolution, we can either look to see if there's any leeway to put forward a revised offer or, if not, send you a Final Resolution Offer letter. This will outline our final position and give you advice on how to approach the Energy Ombudsman for an independent review. There's more information about this on our website too."

alisha has not offered a proposed resolution, in fact she has offered no resolution at all!

The credit scoring is still wrong and also shows debt and not settled, the resonses to my complaint were not even answered or properly addressed, this is not a proposed resolution malc.

"There's a bit of a backlog with email replies at the moment and I suspect your response is in this queue. You might like to try the Live Chat Service I mentioned earlier in this thread to let Alisha know you've replied.

Thank you isthatallitis.

Malc"

thanks for trying hard malc, it is appreciated really, but the problem is the bunch of clowns who you have to work with whom continually fail to address any problems or the wrong entries on the equifax files.

if they were all as effective as you eon would be a much better company!

why is my equifax file still showing debt when there is no debt and i have told eon this countless times?

it would be beneficial if eon did show the credit file accurately at all times and even though you say it shows a picture of your account accurately, this example proves without doubt that this is definatly not the case and in my example alone shows why eon should not report to equifax as they are not fit to do so.

it would be so nice for me to be able to discuss this case via email with a resolution manager and clarify the wrong doings that eon have done to me as a customer of 19 years..i really do look forward to eons responses.

i will keep posting my problems with eons equifax scoring and dreadful complaints handling on here for all to see , as at 72 years old i have lots of spare time to get things put right, and i fully intend to see it through to help all the younger people out there who have had their credit records destroyed by eon.

isthatallitis

new equifax lol...... note it shows no debt today and it also says u for not updated lol...if its not been updated why has the debt gone and a not updated marker been applied ...it clearly says updated 24th feb ? strangely it still doesnt say satisfied or show a green marker as there is no debt, i dont have an account with them and the account i held is still in dispute..you will also note the first yellow marker in march last year when i left shows late payment which was not the case and also at this point the final bill was in dispute so should have been marked as in dispute..not given two late payment markers.