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

isthatallitis

still not had any response from this ghostly  resolution reveiwer malc told me was on my case ? it would be good to hear from them to discuss the many problems at least malc , or is this another eon bluff? at this point this post has had 176 views, thats possibly 176 customers eon will not get if im lucky, lets see how it all pans out...

please also note no site or sound of my sars request from early january...

isthatallitis

my goodness malc you are even on the consumer action group site! i typed in eon and could not believe how many pages come up...wow...you must be very busy...and i must start a page there too, may get some help from the caggers, marvelous group by the way

isthatallitis

i have just read this on caggers re my sar request and it appears on that site im not alone,

"The maximum time for compliance has now been reduced from 40 days to "without delay" although the GDPR has said that this should be a maximum of one month"

so what do i do when its not arrived after all this time? eon dont seem to bother from what i can see...can i take this matter further also?

isthatallitis

how many complaints last year..omg..

"sometimes we get things wrong" your not kidding look at the complaints 656,163 last year and 4% increase lol...you dont seem to be passionately sorting mine or a few others by the looks of those numbers..unbelievable!

isthatallitis

received this afternoon...lol..it really is unbelievable that this person is a resolution manager for goodness sake,,

can eon find staff of any competance? i have not spoken or heard from this person to ask me what my problems are and they have certainly not attempted to let me know why my sar request has not been upheld within the required timescale laid down , or indeed any of the other problems i have with eon..

i presume now this gives me freedom  to go to the i.c.o and the energy ombudsman and also raise the complaint again with equifax? you really have to love these clowns,

"I am sorry that you feel your complaint has not been resolved and each time we end a call we ask the customer if they are aware our complaints procedures.

I am sure we have asked you several times over the telephone and by sending emails or letters as this is compulsory and covers SAR. Below is the webpage link which may remind you of this.

According to the Data share team the shares can not be amended, and we have followed the debt collection process fully.

 If you wish to take the matter further then this will be up to you to make that decision. 

The complaint remains closed as a business decision

Our complaints handling procedure

It lets you know what you can expect from us while we deal with your complaint. You can view a copy online at eonenergy.com/CHP. I can also send you a free paper copy if you would like.

 Many thanks

 Norma Mhlanga

Resolution Manager"

NONE OF THE ABOVE RUBBISH APPLIES TO MY COMPLAINT EXCEPT THE DATA SHARE BUSINESS BUT YOU WONT AMMEND UNTILL THE OMBUDSMAN HAS INTERVENED !

regarding thr rest of my complaint you have not even responded to it? absolutely unreal lol..

i will just send this person a quick email to confirm i can now take the matters to the above mediator.

"
E.ON Resolution Managers

Sat, 29 Feb at 14:42

hi..you have failed to address why i have not received my s.a.r information within the allowed timescale as i require this for further complaint to the ico, and the energy ombudsman and also equifax who are assiasting you in this deed.

 can you please also confirm i can now take my case to the ombudsman and the ico for further judgement.

many thanks

isthatallitis

update..i have now had another response to my complaint sent to me at a different email address by a different customer resolution manager called lib wain who finally is talking some sense and appears to be looking into my problems...this was sent to me 10 mins after the above one? confusing is not the word. do eon actually know what they are doing?

i will now respond to lib wain and see whats going on in response to this as the credit file is still inaccurate as the

whole time from leaving in march the final  bills were inaccurate 3 possibly 4 times over the next 4 months and were proven so resulting in hundreds of pounds being taken off...and all through this time the account was disputed by me but i was threated with and had debt collecters set on me even while i disputed the bills totally.

eons response at my different email address with the correct complaint number on it ?

" My resolution

 

I agree that the customer service that you received from my previous colleague wasn't good enough and I'm sorry for that. I've requested your subject access request today for you and it will be sent to you via email.

 

I can offer a gesture of goodwill of £55.00 for the fact that my colleague closed your complaint incorrectly and the amount of time you've spent dealing with this. However the data shares on your credit file are accurate and will not be revised.

 

Please can you reply to this email, advising whether you accept my resolution to your complaint. If you do, I'll take any promised actions promptly. If I don't hear from you by 7 March 2020, I'll stop working on your complaint."

i am going to email this lady now and raise queries on my credit file as it needs further investigation and i will post what happens next.

isthatallitis

as far as i am aware and reading equifax , if your account is in dispute, should the credit record be marked "in dispute", any one can clarify on this would be great ?

isthatallitis

ok this from the equifax web site and explains the markers

Smodlet

Whilst my intention is absolutely not to high-jack your thread, isthatallitis, I just could not resist telling you my experience of e-on's complaints procedure has been exactly the same:  AWFUL!!

The ongoing saga of the "Request a Bill" button not working has now been escalated BY AN EON EMPLOYEE to deadlock letter when the complaint is (apparently) only 38 days old; oh, yeah.  This was after I declined the oh-so-generous offer of £5 for all the BS I have been told during about 10 hours' worth of online chats (for which I have proof)  Talk about adding insult to injury.  The reason?  She deleted and re-booted (or something) my account in the space of 2 minutes and it did not fix the problem... Nothing this serious is ever fixed in 2 minutes.

There was I thinking energy companies actually gave a damn about their complaints stats; clearly this is not the case:  The useless female (not Cypriana, she redeemed herself) could not get rid of me quickly enough... Just shows what the Energy Ombudsman is worth, doesn't it?  E-on's employees just don't give a damn how many complaints they receive or how many go to the Ombudsman.  I am absolutely disgusted.

I would have thought e-on could afford to employ someone in the IT dept. who had some modicum of a work ethic; it seems not.  According to whatever her name was, no other customer's online account is affected by the blight that prevents my "Request a Bill" button from working, no matter which browser I use; I don't believe this for one second.  I have worked with IT people quite a bit in my life and most of them would not rest until they found the root cause of a problem and fixed it, even if it took weeks.  Not so e-on.

Roll on D-Day; I think that is 49 days before my contract ends so I can switch without penalty fees:  I think I should be allowed to do so now, given the woefully poor customer service experience I have received ever since I switched in July last year. 

I can name three e-on employees who are actually worth their salary: Malc, Helena and Imran; that's in 7 months...

isthatallitis

its good to hear from you smodlet, sorry that you are one of eons many complainers,,

my advice to anyone who has a complaint going with eon is to get on all these forums and let people know how you are being abused, get it out there for the world to see as its the only way you will get things done with this company.

i have to admit that both malc and helena do pick up on the complaints raised on all public forums and get things moving, as that is their job as cover up merchants, sadly it does not change much but at least gets you to the people who can at least give it a cursory glance over and then offer miserable compensation for eons bad treatment of you and at least  give the go ahead for the ombudsman if your not happy..

if you dispute your bill without making full payment you get a late payment marker even if the bill is disputed many times and eon keep getting it wrong, a late payment marker will be applied to your equifax report and eon will have debt collectors on you, even if the account is disputed when it should be marked as a q or in dispute.

if you give a goodwill payment monthly to stop debt collectors you will get an ap marker on your equifax file, and if you pay that late you get a late payment marker as well, even if the account is disputed when it should be marked as a q or in dispute.

if you pay the bill you admit liability to the debt and you then have to go through  eons own complaints proceedure to try and get the wrong doings  reversed, which appears to be difficult in itself,  if it can be done at all.

as far as i am concerned a 55 quid apology is just trying to palm me off in desperation , but i think lets go for the ombudsman and the ico..they know full well they are on a sticky wicket or they would not offer me 55 pounds compensation, but  i value my credit score a little higher than this and will continue my campaign to stop eon bullying people by using their credit scoring ability as a weapon  against them

to force payment from us the customer, even whilst the account is disputed and bills incorrect as happened in my case