Eon / Uswitch. Who failed to set up the direct debit?

Heliflyguy

Hi all
Recently switched to Eon and discovered that the direct debit had not been set up and we had been paying higher charges, sorted now but during the call Eon blamed Uswitch for not setting up the DD even though in one of the first emails from Eon it states that Eon would advise soon the direct debit details so they were aware the tariff should be a DD one.

Thinking that odd I called Uswitch who advised they do not set up DDs for 3rd parties as one would imagine.
I raised a complaint with Eon approx 4 weeks ago and asked for the difference in what we paid to be refunded as I believed it was Eons responsibility to correctly set up the account and have just received an email response from Eon once again blaming Uswitch and refusing to refund the difference which is in the 10's of pounds so really not a huge amount.

Just spoken to Uswitch again who confirmed they do not set up DD's and asked me to forward Eon's email blaming Uswitch, only to happy to do that.
I cant wait until I can leave Eon later this year!

I believe in a couple of weeks if complaint not solved to my satisfaction I can forward to ombudsman which I will do and also believe thats going to cost Eon more than what I am asking for. 
I know I have pretty much answered the question but if anyone can any and information that would be very helpful.
Many thanks.

Former_E.ON_Company_Representative:_Malc

Heliflyguy said:

Hi all
Recently switched to Eon and discovered that the direct debit had not been set up and we had been paying higher charges, sorted now but during the call Eon blamed Uswitch for not setting up the DD even though in one of the first emails from Eon it states that Eon would advise soon the direct debit details so they were aware the tariff should be a DD one.

Thinking that odd I called Uswitch who advised they do not set up DDs for 3rd parties as one would imagine.
I raised a complaint with Eon approx 4 weeks ago and asked for the difference in what we paid to be refunded as I believed it was Eons responsibility to correctly set up the account and have just received an email response from Eon once again blaming Uswitch and refusing to refund the difference which is in the 10's of pounds so really not a huge amount.

Just spoken to Uswitch again who confirmed they do not set up DD's and asked me to forward Eon's email blaming Uswitch, only to happy to do that.
I cant wait until I can leave Eon later this year!

I believe in a couple of weeks if complaint not solved to my satisfaction I can forward to ombudsman which I will do and also believe thats going to cost Eon more than what I am asking for. 
I know I have pretty much answered the question but if anyone can any and information that would be very helpful.
Many thanks.

Hello Heliflyguy and I'm sorry your switch to us didn't go smoothly.

When changing supplier through any Price Comparison site, there's a section where customers need to give us their bank details and agree to set up a Direct Debit. If you completed this, it should've come through with the rest of the details. We've a team who look after switches through brokers and they'll be able to see what came through. Your Complaint Manager will liaise with this team and let you know what was received.

If you're not happy with the explanation, we'll give you a Final Resolution Offer letter detailing our final position and advice on how to approach the Energy Ombudsman for an independent review. There's more information on our website about this. Once the complaint is over 56 days old, you can go directly to the Ombudsman. No need to wait for a letter.

Malc

Heliflyguy

HI Malc. 
Thank you for the explanation I'm sorry its taken so long for one in detail. 
As I mentioned Eon were aware that the account was to be paid by DD but for whatever reasons it failed I would have hoped Eon could have contacted me sooner to let me know. I was told by Eon this is a known issue. 
It is regrettable that for approx £13.90 we are having to take up our time with this.
It's rather gauling when on hold to Eon I am told often how Eon can save me money... 
Thanks again for replying. 

Former_E.ON_Company_Representative:_Malc

Heliflyguy said:

HI Malc. 
Thank you for the explanation I'm sorry its taken so long for one in detail. 
As I mentioned Eon were aware that the account was to be paid by DD but for whatever reasons it failed I would have hoped Eon could have contacted me sooner to let me know. I was told by Eon this is a known issue. 
It is regrettable that for approx £13.90 we are having to take up our time with this.
It's rather gauling when on hold to Eon I am told often how Eon can save me money... 
Thanks again for replying. 

Hello Heliflyguy and we've just been briefed today about an issue I believe relates directly to your experience.

Our IT people have identified some cases of customers joining us through Price Comparison sites and where their Direct Debits weren't set up. As you described above, these customers have missed payments and haven't had the lower prices. We're updating these accounts to sort out the billing and to make sure a Direct Debit is in place. Once done, we'll write to all affected customers to say sorry and to let them know what we've done to put things right.

This does sound like the situation you've reported Heliflyguy. If it is, we'll be in touch as above.

Thanks for your patience and sorry again for the hassle.

Malc

Heliflyguy

Hi Malc
Sorry for the delay in replying but that's great news. Thank you! 

Former_E.ON_Company_Representative:_Malc

Heliflyguy said:

Hi Malc
Sorry for the delay in replying but that's great news. Thank you! 

You're welcome Heliflyguy. Happy to help.

Malc