EON switch problems

Shellbell107

E.ON_Company_Representative said:

Hi Shellbell107, hope you're well. I am sorry to hear that the switch over to us has been a bit of a palaver. I know it doesn't necessarily help in this instance but 99.9% of switches go ahead without a problem, unfortunately it's the nature of the beast that issues such as this can occur with the 0.01%.

Initially from reading your posts it sounded like we HAD taken over the gas and electricity, but there were just delays in processing the gas meter reading and getting this sent to your previous supplier. Please note a switch will take 17-21 days but then the allowance for you to receive your final bill is up to 42 days. Only once it gets to day 43 would we class it as overdue. Despite this we do of course endeavour to have everything sorted much quicker than this. 

Although looking at your most recent post this morning it's starting to sound like we've not taken over your gas supply at all? Typically this goes 1 of 2 ways; we've started taking your gas meter but a problem somewhere in the switch has caused it to fail and cancel, or we have taken a gas meter under your name but it's not yours (i.e. could be a neighbours).

Whatever the case may be we'll be happy to get this rectified for you. To get the ball rolling our end we'll need confirmation of your meter serial number and MPR (you can find this on any bills from your previous supplier) and in some circumstances may require a picture. 

We have been extremely busy over the last couple of weeks due to a few different reasons but we're about caught up now. If you need to contact us please do so in the usual way. If you connect with us on chat you can attach pictures online.

Thanks, Matt

Thanks for the response Matt. However I don’t think EON had started the gas switch as I had to provide meter reading a few times via chat and have never been able to provide them online like I did my electricity. And even then they didn’t seem to be registered until the last time I done it. I got a response through chat saying one of eon’s main systems is being upgraded but they’re working to get everything up and running. It then says we’ll request you to contact us next week. No idea what I’m supposed to contact them about - as far as I’m concerned I’ve done everything I need to for the switch. It’s just frustrating when all this should be done automatically without me having to chase up.

Martyparty

I have a similar problem having switched from Scottish to EON last June (yes 7 months ago). My gas billing is working correctly but they are not charging me for any electricity even though I have been asked for, and submitted the meter readings. I received a final bill from Scottish in June so that account is closed.
Several live chat sessions with EON have stated that the "status is showing in registration confirmed" whatever that means. The Gains team phone number recording says they are closed and live chat keep saying to leave it a few days and to try again. 
Fortunately, I have kept my direct debit at the previous level and built up some credit so hopefully that will cover the bill when it's finally sorted.
Presumably I am elegible for the £60 compensation as the switch has taken so long ?

E.ON_Company_Representative:_Helena

Martyparty said:

I have a similar problem having switched from Scottish to EON last June (yes 7 months ago). My gas billing is working correctly but they are not charging me for any electricity even though I have been asked for, and submitted the meter readings. I received a final bill from Scottish in June so that account is closed.
Several live chat sessions with EON have stated that the "status is showing in registration confirmed" whatever that means. The Gains team phone number recording says they are closed and live chat keep saying to leave it a few days and to try again. 
Fortunately, I have kept my direct debit at the previous level and built up some credit so hopefully that will cover the bill when it's finally sorted.
Presumably I am elegible for the £60 compensation as the switch has taken so long ?

Hi Martyparty,

I'm sorry that you're having problems with your electricity account. You are certainly doing the right thing with leaving the payments in place ready for the bill. We can also look at spreading any balance for you, if this would help once the bill has been produced.

Registration Confirmed, means your account is with us, but we are missing some information to make this fully 'Live' and enable us to produce a bill. The information missing is normally electronic messages sent between, us, your old supplier and the third party companies that verifies this. 

You're absolutely right, some lines have been closed and we're opening as many up as quickly as we can. It is a specific department as you say, gains, they are the ones that can put this right for you, please do speak to us next week, if that would be ok.

You can also discuss the Guaranteed Standards of Service with them, as they can look at putting your account forward for this. I really hope this is sorted out as soon as possible.
Helena

 

Frozen_up_north

E.On are a complete nightmare. I switched from OctopusEnergy to E.On on 11th December and was informed by E.On last week that the switch was still not complete, but that they had all necessary details from me, and to contact them this week. There is no answer on the phone numbers I tried, chat was not available. The iPhone app doesn’t work. The web site only shows a few details, but no meter readings or anything useful. OctopusEnergy are still showing my meter readings and say they are waiting for something from E.On!
Is anyone still working at E.On?

Martyparty

Well I've tried the "gains" department number I was given and it still says that they are closed. 
I wonder when there will be anyone to help sort out my electricty. The dual fuel fixed tariff I'm on runs out in April so I hope I get it fixed by then ................................

Frozen_up_north

I managed to speak to a call taker at E.On on Saturday. She said they needed to send Octopus my meter readings, which she admitted they should have done as they had them on 10th December! It is getting a bit annoying to hear of staffing issues, covid, etc. E.On have had months to sort themselves out, how long does it take?

Shellbell107

Well turns out EON cancelled my gas switch! Only found out because I kept chasing it - they never bothered notifying me. So now my electricity is with them and I’m outside the cooling off period and there’s nothing I can do. Couldn’t get through to their switching department after a few calls because it was closed over Christmas (I didn’t realise Christmas holidays ran until the 10th of January which is when I last phoned...lucky for some eh?!). Eventually left an honest review on trust pilot and someone responded and got the gas switch started. It’s now showing on my Scottish power account as underway. I spoke to Scottish power and they confirmed eon never initiated the gas switch with them the first time round. EON are dragging their heels and not bothering contacting me about the complaint I raised with them around the problems I had and the compensation I should be paid for the switch not going through in the timelines it should and the extra amount I’ve paid to the more expensive Scottish power tariff. On top of that, I’ve now been moved to an even more expensive tariff with Scottish power because I don’t have dual fuel anymore and cancelled my direct debit because EON assured me on numerous occasions that the switch was going through. And I’m supposed to be getting cashback for the switch when it completes....if it completes hahahaha! And the staff tell you different things and just make stuff up. Worst experience I’ve ever had with an energy switch. Can’t wait until the 8 weeks are up and I can complain to the Ombudsman since it’s clear EON have no intention of doing anything about the mess they’ve made.

E.ON_Company_Representative

Shellbell107 said:

Well turns out EON cancelled my gas switch! Only found out because I kept chasing it - they never bothered notifying me. So now my electricity is with them and I’m outside the cooling off period and there’s nothing I can do. Couldn’t get through to their switching department after a few calls because it was closed over Christmas (I didn’t realise Christmas holidays ran until the 10th of January which is when I last phoned...lucky for some eh?!). Eventually left an honest review on trust pilot and someone responded and got the gas switch started. It’s now showing on my Scottish power account as underway. I spoke to Scottish power and they confirmed eon never initiated the gas switch with them the first time round. EON are dragging their heels and not bothering contacting me about the complaint I raised with them around the problems I had and the compensation I should be paid for the switch not going through in the timelines it should and the extra amount I’ve paid to the more expensive Scottish power tariff. On top of that, I’ve now been moved to an even more expensive tariff with Scottish power because I don’t have dual fuel anymore and cancelled my direct debit because EON assured me on numerous occasions that the switch was going through. And I’m supposed to be getting cashback for the switch when it completes....if it completes hahahaha! And the staff tell you different things and just make stuff up. Worst experience I’ve ever had with an energy switch. Can’t wait until the 8 weeks are up and I can complain to the Ombudsman since it’s clear EON have no intention of doing anything about the mess they’ve made.

Hi Shellbell107, it's great to hear that we're making progress with this and the switch has now officially been started.

If your account with your previous supplier closes within 20 days of your fixed tariff ending you'll be eligible for 'price protection'; meaning they should continue to charge you at the fixed unit price (if cheaper than their standard tariff) until the account closes.

I hope our complaints team get in touch with you soon. I understand it is taking a couple of weeks at the moment. To make the resolution process a little smoother I would recommend obtaining the price per unit of gas that you're currently being charged and making a note of any gas meter readings you have. We can then work out how much extra you've been charged in comparison to if the switch went through first time with no problems. We'd love to have the opportunity to resolve this for you first time once it is picked up.

We'll also be in touch via email when we're ready for your opening gas meter reading.

Thanks, Matt

royjenkins1966

The same thing has happened to me.  Switching through the cheap energy club from Bulb, I should have switched duel fuel on 10th

December.  Turns out my gas wasn't switched and now I am paying electricity to E.ON and gas to bulb.  Not ideal as I will miss out on duel fuel discount.  E.ON customer service is very poor.  App doesn't work and online chat has been withdrawn.  It tells you there is a min 20 minute wait to get through to the customers services on the Phone, and when you do, the department that deals with switching doesn't pick up from the customer service representative you are talking too.  Like Shellbell I am now stuck as the cancellation period is long gone, and it would cost me to leave E.ON before the year is up, and the whole point of the switch was to save money.

This is my last hope of getting any kind of service out of E.ON

Gerry1

You can switch without penalty to E.On's variable tariff and then leave E.On also without penalty.