E.ON says they are in the process of closing my account, but I have new tariff?

GrimsbyGal

Hi, I was going to switch suppliers from E.ON to Octopus, and did this switch online.  E.ON then called me, and offered me a cheaper tariff if I stayed, so I agreed a new tariff to start on the 2nd April (I cancelled Octopus online).  I received an email from E.ON stating my new tariff would begin on this date.
However, now when I log onto my E.ON account, it says they are in the process of closing my account.  I am worried that they will cut off my gas/electricity supply.  It says they are only taking emergency calls due to Coronavirus, so I don't feel I can call them up.   My old tariff ends on the 1st April, should I have started the new one on the same date, rather than the 2nd April.  Sorry, if I appear a bit thick, but I am scared I won't have any power on the 1st April. Should I worry? 

Robin9

You won't be cut off -  try their online chat

[Deleted User]

Hi,

they will bill your old account to 1st April and start new account 2nd April.

Have they asked you to supply a reading or are you on a smart meter, keep a note of reading anyway.

GrimsbyGal

Hi, thanks for the replies.  I am not on a smart meter, I did give my latest meter readings when I changed tariffs. 

Former_E.ON_Company_Representative:_Malc

GrimsbyGal said:

Hi, I was going to switch suppliers from E.ON to Octopus, and did this switch online.  E.ON then called me, and offered me a cheaper tariff if I stayed, so I agreed a new tariff to start on the 2nd April (I cancelled Octopus online).  I received an email from E.ON stating my new tariff would begin on this date.
However, now when I log onto my E.ON account, it says they are in the process of closing my account.  I am worried that they will cut off my gas/electricity supply.  It says they are only taking emergency calls due to Coronavirus, so I don't feel I can call them up.   My old tariff ends on the 1st April, should I have started the new one on the same date, rather than the 2nd April.  Sorry, if I appear a bit thick, but I am scared I won't have any power on the 1st April. Should I worry? 

Hello GrimsbyGal and welcome to the Forums.

Don't worry, you won't be cut off.

It sounds like the switch wasn't cancelled and the new supplier is continuing to take over the account. If the switch is inside the 14 day cooling off period, you can still cancel it and stay with us on the new tariff you agreed. You'll need to contact Octopus to do this.

If outside of the cooling off period, the new supplier will continue to take over and the only way to stay with us will be to let the switch complete and then change back. At the moment, you'll only be able to change back to us through our website or a Price Comparison site on a tariff listed on either channel. There'll be no effect on your supply whichever option you choose.

As you say, for the time being, we're prioritising emergencies, supporting vulnerable customers and keeping energy supplies going. There's more about this on our website.  Many thanks for your support during this difficult time.

Malc