EON have ruined my perfect credit rating :(

CKhalvashi

And this is why, even if there is a credit balance being wound down, it's a good idea to have a direct debit set up for £1.

I'm betting that the DD has gone inactive (automatically, and actually for OP's security) and they didn't set it back up again when required.

I'm also betting that OP has paid more than they need to in this time due to not having a DD in place, but that's a different story.

E.on are therefore not to blame on this one if the first part is true.

GeorgeKnows

jbuchanangb said:

If this thread was in the "Energy" section there would be a lot of remarks about whether the OP had been taking meter readings monthly and checking the associated energy bills. No doubt the OP has been languishing on EON's standard variable tariff as well. It is time to get a grip on the energy bills. Read the meters, get an accurate statement of the position, calculate the appropriate monthly amount to pay to cover the next 12 months energy and the arrears, and start paying it off. EON will not permit a switch to another supplier until the arrears have been dealt with, so it would also be a good idea to change to the best available tariff from them for the next 12 months at the same time. I'm really not sure whether there is any basis for a complaint to EON.

Agreed - perhaps this was posted in the wrong section. But I'm kinda new round here.

The basis for complaint to EON is because I asked them to use the credit I have on the account for my next bills and then to resume normal billing once the money was all gone. Which they agreed to. I didn't ask them to cancel my Direct Debit, but they did

GeorgeKnows

CKhalvashi said:

And this is why, even if there is a credit balance being wound down, it's a good idea to have a direct debit set up for £1.

I'm betting that the DD has gone inactive (automatically, and actually for OP's security) and they didn't set it back up again when required.

I'm also betting that OP has paid more than they need to in this time due to not having a DD in place, but that's a different story.

E.on are therefore not to blame on this one if the first part is true.

Appreciate the reply. The DD didn't go inactive. When speaking with EON they admitted to cancelling my Direct Debit (which was in place for years prior to using my account balance to pay my bills). Since realising that EON cancelled my DD's I got my DD's set up again.

Point taken about the £1 DD though - I spoke with EON in good faith when I asked them to use the money on my account balance for further bills until I ran out and to then resume normal billing. At no point did I think that they would cancel my Direct Debit and then put 6 months of arrears on my credit file

CKhalvashi

GeorgeKnows said:

CKhalvashi said:

And this is why, even if there is a credit balance being wound down, it's a good idea to have a direct debit set up for £1.

I'm betting that the DD has gone inactive (automatically, and actually for OP's security) and they didn't set it back up again when required.

I'm also betting that OP has paid more than they need to in this time due to not having a DD in place, but that's a different story.

E.on are therefore not to blame on this one if the first part is true.

Appreciate the reply. The DD didn't go inactive. When speaking with EON they admitted to cancelling my Direct Debit (which was in place for years prior to using my account balance to pay my bills). Since realising that EON cancelled my DD's I got my DD's set up again.

Point taken about the £1 DD though - I spoke with EON in good faith when I asked them to use the money on my account balance for further bills until I ran out and to then resume normal billing. At no point did I think that they would cancel my Direct Debit and then put 6 months of arrears on my credit file

Glad to help. Apologies for assuming it had gone inactive, however that reasonably to me could have been the case without further clarification, which you have now provided.

I fear that even with that taken into account, the £1 DD would have stopped this, and would use this as a pivotal part of the complaint. It surely would have been easier for the advisor to recommend this to you instead of allowing the situation to get to this, especially if you were in a financial situation where you could clearly afford to pay any balance on a monthly basis.

I hope this gets resolved for you, as this is likely as a result of bad advice with you acting in good faith.

PixelPound

GeorgeKnows said:

Update: It's been 5 working days since I last spoke with EON. I was assured that a resolutions manager would be in contact with me regarding my complaint within 5 working days. I haven't heard anything (again), which would actually make this 10 working days (14 days in total) since I originally made my complaint.

Despite being on the line with the customer service guy whilst he read over my notes, when I requested to speak to his manager he said "I've just gone over the case and the notes with my manager and she said that somebody will call you over the next few days" - I said "You've just been on the phone to me, I haven't been on hold - you haven't spoken with anyone, please can you forward me onto your manager" to which he replied "she's now away from her desk". 

I've been lied to time and time again by EON. I'll keep posting updates on this thread so that when somebody inevitably has the same issue as I'm having in the future.

I've been advised that I'll hear back by 6PM, will update once I've spoken with the resolutions manager who's name is {Name removed by Forum Team}

Before you keep throwing a strop, maybe you need to know how the complaints process work and how call centres work. You have raised a complaint so it will now be with a dedicated complaints team, and as others have stated they have 40 days. Even then it does not have to be resolved in that time but they have to update you at some point in that time.

Once the complaint is raised, there will be little the call center worker will be able to do for you, they can't magic what you want simply because you complain. Also saying "I want to speak to a manager" is futile, (1) because often in these places the manager to worker ratio is such that there won't be someone to come over and take the call (that's why they call back because they are already dealing with others who've asked to speak to a manager in the day or so before), and (2) they are often unable to do any more than the operator. However people still think if they don't get the answer they want asking "I want to speak to a manager" will get someone falling over themselves to resolve it there and then.

You need to have patience and let the complaint be processed, assuming you do have a genuine complaint and not simply complained because you disagree with the facts and think you will get your own way if you complain.

GeorgeKnows

CKhalvashi said:

GeorgeKnows said:

CKhalvashi said:

And this is why, even if there is a credit balance being wound down, it's a good idea to have a direct debit set up for £1.

I'm betting that the DD has gone inactive (automatically, and actually for OP's security) and they didn't set it back up again when required.

I'm also betting that OP has paid more than they need to in this time due to not having a DD in place, but that's a different story.

E.on are therefore not to blame on this one if the first part is true.

Appreciate the reply. The DD didn't go inactive. When speaking with EON they admitted to cancelling my Direct Debit (which was in place for years prior to using my account balance to pay my bills). Since realising that EON cancelled my DD's I got my DD's set up again.

Point taken about the £1 DD though - I spoke with EON in good faith when I asked them to use the money on my account balance for further bills until I ran out and to then resume normal billing. At no point did I think that they would cancel my Direct Debit and then put 6 months of arrears on my credit file

Glad to help. Apologies for assuming it had gone inactive, however that reasonably to me could have been the case without further clarification, which you have now provided.

I fear that even with that taken into account, the £1 DD would have stopped this, and would use this as a pivotal part of the complaint. It surely would have been easier for the advisor to recommend this to you instead of allowing the situation to get to this, especially if you were in a financial situation where you could clearly afford to pay any balance on a monthly basis.

I hope this gets resolved for you, as this is likely as a result of bad advice with you acting in good faith.

Thank you very much - your last sentence sums it up well!

GeorgeKnows

nic_c said:

GeorgeKnows said:

Update: It's been 5 working days since I last spoke with EON. I was assured that a resolutions manager would be in contact with me regarding my complaint within 5 working days. I haven't heard anything (again), which would actually make this 10 working days (14 days in total) since I originally made my complaint.

Despite being on the line with the customer service guy whilst he read over my notes, when I requested to speak to his manager he said "I've just gone over the case and the notes with my manager and she said that somebody will call you over the next few days" - I said "You've just been on the phone to me, I haven't been on hold - you haven't spoken with anyone, please can you forward me onto your manager" to which he replied "she's now away from her desk". 

I've been lied to time and time again by EON. I'll keep posting updates on this thread so that when somebody inevitably has the same issue as I'm having in the future.

I've been advised that I'll hear back by 6PM, will update once I've spoken with the resolutions manager who's name is {Name removed by Forum Team}

Before you keep throwing a strop, maybe you need to know how the complaints process work and how call centres work. You have raised a complaint so it will now be with a dedicated complaints team, and as others have stated they have 40 days. Even then it does not have to be resolved in that time but they have to update you at some point in that time.

Once the complaint is raised, there will be little the call center worker will be able to do for you, they can't magic what you want simply because you complain. Also saying "I want to speak to a manager" is futile, (1) because often in these places the manager to worker ratio is such that there won't be someone to come over and take the call (that's why they call back because they are already dealing with others who've asked to speak to a manager in the day or so before), and (2) they are often unable to do any more than the operator. However people still think if they don't get the answer they want asking "I want to speak to a manager" will get someone falling over themselves to resolve it there and then.

You need to have patience and let the complaint be processed, assuming you do have a genuine complaint and not simply complained because you disagree with the facts and think you will get your own way if you complain.

Lol, I'm not throwing a strop Nic. I'm understandably frustrated. Most would be the same as me right now. 

With that being said, I do appreciate everything you've said. So thank you. I understand the complaints process takes time, despite being told by EON I'll be contacted within 5 working days. The facts are that EON cancelled my Direct Debit without me requesting them to do so and without my authorisation which has as a result damaged my credit rating. Fair grounds for a complaint I say

isthatallitis

did you get any where with the eon chimps? i feel for you as the untruths this company throws out is beyond belief...they just make up a story line that suits them and thats the end,,,trust me and do not use eon for your power suppliers,  they are dreadful both in compliance and complaint assistance.

GeorgeKnows

isthatallitis said:

did you get any where with the eon chimps? i feel for you as the untruths this company throws out is beyond belief...they just make up a story line that suits them and thats the end,,,trust me and do not use eon for your power suppliers,  they are dreadful both in compliance and complaint assistance.

No progress made. They have a pathetic resolutions centre and system. 

It's soul destroying to think that I've done nothing wrong here and there's nothing that they're prepared to do to turn the decision round.

I'm starting to notice that being nice and genuine doesn't get you ANYWHERE in life

CKhalvashi

GeorgeKnows said:

isthatallitis said:

did you get any where with the eon chimps? i feel for you as the untruths this company throws out is beyond belief...they just make up a story line that suits them and thats the end,,,trust me and do not use eon for your power suppliers,  they are dreadful both in compliance and complaint assistance.

No progress made. They have a pathetic resolutions centre and system. 

It's soul destroying to think that I've done nothing wrong here and there's nothing that they're prepared to do to turn the decision round.

I'm starting to notice that being nice and genuine doesn't get you ANYWHERE in life

That's not always the case.

If I want something from a company, especially a large corporate, it's important to never underestimate how much easier being nice can make it.

Even when making a veiled threat of legal action (which I rarely do unless willing to follow it through and the amounts are large enough), I always finish with 'But we both know I'd rather not do that'. This year, that has produced some documents within a few weeks that it wasn't possible to get previously, and has forced corrections through going into 4 figures with relative ease.

The minute someone becomes aggressive and threatening is the minute that most people turn off, especially bearing in mind that most aren't paid anywhere near enough to deal with abuse.