E.On Compensation.

MalMonroe

Hi everyone, 

I just wanted to say that even though my experiences with E.On over the last year since I joined them have been pretty bad and my messages to them were ignored multiple times, I have today received compensation, and an apology, following my switch to another supplier. It's not a large sum but it's just an acknowledgement from them of their failings, and I appreciate it.

When they asked how they could improve I said that it would be really helpful if they could issue monthly statements, rather than quarterly ones as I did feel as if I was out of the loop half the time, even though I sent in regular meter readings. I know I could have probably worked it out myself but other energy companies can do it monthly. 

Anyhoo, it does feel nice to be able to post a positive message rather than a complaint. 

Thank you E.On - you DID manage to listen in the very end!  (And goodbye)

[Deleted User]

I thought they only did monthly and not quarterly.

MalMonroe

Deleted User said:

I thought they only did monthly and not quarterly.

Not in my experience, no. 

Stevepd

I switched from AVRO to EON in June. The switch was seamless, but if I’d had a reason to contact them it’s been a nightmare. Unanswered emails, chats that just end without finishing the conversation. I’m switching my DD from one bank to another and it’s been a really stressful experience. Despite setting up the DD twice (online & by phone) today’s emails states your bank has instructed us of the cancellation and you will insure a higher energy rate. Ahhhhhhhhhhhhhhhh. When my anniversary comes up I will be moving away.

MalMonroe

Stevepd said:

I switched from AVRO to EON in June. The switch was seamless, but if I’d had a reason to contact them it’s been a nightmare. Unanswered emails, chats that just end without finishing the conversation. I’m switching my DD from one bank to another and it’s been a really stressful experience. Despite setting up the DD twice (online & by phone) today’s emails states your bank has instructed us of the cancellation and you will insure a higher energy rate. Ahhhhhhhhhhhhhhhh. When my anniversary comes up I will be moving away.

Oh yes, I tried many times contacting them via email and also via my online account page. They said I would be able to amend my own direct debit payment amount but frustratingly, I wasn't able to go below £130pm at any time. They twice took large sums of money from my bank account after I'd asked them not to. However, when I did manage to speak to one of their advisers (a day after I left them) she was lovely! But too late. She asked me what I wanted but when I said just waive everything I owe she said she couldn't do that but offered a small sum in compensation, which I accepted. At the moment though, my account with them is in credit by £159 so maybe I did win, after all. We'll see when the final bill's produced. Hopefully I'll be getting a refund once they've deducted the energy I used prior to leaving.

I guess trying to communicate with them gave me something to do during the pandemic but it's not all been fun!

P.S. Don't forget to complain before you leave though, because you may get a small payout too. 

E.ON_Company_Representative

Hi MalMonroe, thank you for taking the time to write this.

Sounds like you've been through a few ups and downs in terms of your experiences with us and I'm glad to hear it ended on a positive note. 

If you pay by Monthly Direct Debit then by default the statements are produced quarterly. However we do provide the option of having monthly statements this would just need to be changed our end. For customers that don't pay by Monthly Direct Debit and have a Smart Meter then monthly statements is the default. I appreciate for most it's a matter of preference and in this matter we do appreciate your feedback. 

Hopefully the final meter readings come through to us sooner rather than later. We'll notify you as and when the bill is available online and the front page will let you know whether there's anything to pay or if you're due a refund.

Thanks, Matt

MalMonroe

E.ON_Company_Representative said:

Hi MalMonroe, thank you for taking the time to write this.

Sounds like you've been through a few ups and downs in terms of your experiences with us and I'm glad to hear it ended on a positive note. 

If you pay by Monthly Direct Debit then by default the statements are produced quarterly. However we do provide the option of having monthly statements this would just need to be changed our end. For customers that don't pay by Monthly Direct Debit and have a Smart Meter then monthly statements is the default. I appreciate for most it's a matter of preference and in this matter we do appreciate your feedback. 

Hopefully the final meter readings come through to us sooner rather than later. We'll notify you as and when the bill is available online and the front page will let you know whether there's anything to pay or if you're due a refund.

Thanks, Matt

Thank you, Matt. As I said, I did speak to a really nice E.On rep, and now I'm pleased the matter has been finalised to my satisfaction. 

I'll keep an eye on my online account so I know what and when I have to pay.