EON switch problems

Shellbell107

royjenkins1966 said:

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  App doesn't work and online chat has been withdrawn.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

Something has definitely gone awry with them - They mustn’t be processing the switches properly. And no hope of contacting them at all. I put a complaint in when I managed to get hold of them on the phone and my plan is to hold off the 8 weeks then go to the ombudsman about it. I don’t expect any kind of response. The EON rep responses while very polite aren’t really helpful. I can note down prices and meter readings all I like but if I can’t speak to anyone that’s no good at all. I put a review on trustpilot and they responded to that and got the gas switch started the same day. All seems to be going though now. If you still want to switch them would suggest that.

Shellbell107

Gerry1 said:

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

Thanks. Someone else said that too but unfortunately you can’t get hold of them for love nor money right now so can’t change tariff even if I wanted to :-(

Gerry1

Snail mail, with a free certificate of posting?

Newly_retired

I am trying to switch away from E.On but the new company says there is a problem, which I guess may turn out to be Eon’s fault. Not sure what I can do apart from wait and hope.

E.ON_Company_Representative

Newly_retired said:

I am trying to switch away from E.On but the new company says there is a problem, which I guess may turn out to be Eon’s fault. Not sure what I can do apart from wait and hope.

Hey Newly_retired, hopefully the problem is nothing too major.

There's two main reasons as to why a switch away from us can fail;
- Debt on the account without an ongoing payment arrangement in place, usually £200-400 and above
- A discrepancy of meter details on the gas or electricity National Databases (XO Serve and Ecoes respectively). For example the serial number shown on the database could be an old one and it doesn't match the serial number we've sent over. 

If it is due a problem our end I expect it will be the latter. Whilst we don't manage these databases, any updates or corrections can only be requested by your current supplier so this is something we can do for you.

Of course the problem could be from the other suppliers end, potentially just a system error when trying to register details. In the first instance I'd recommend contacting them to see what they advise. If you're then referred to us please get in touch and we'll be happy to help.

Thanks, Matt

Newly_retired

Thank you for your reply. I am waiting to hear back from the other company. Any outstanding payment will be met by Direct Debit in place.

E.ON_Company_Representative

Shellbell107 said:

royjenkins1966 said:

The same thing has happened to me.....

Something has definitely gone awry with them - They mustn’t be processing the switches properly. And no hope of contacting them at all. I put a complaint in when I managed to get hold of them on the phone and my plan is to hold off the 8 weeks then go to the ombudsman about it. I don’t expect any kind of response. The EON rep responses while very polite aren’t really helpful. I can note down prices and meter readings all I like but if I can’t speak to anyone that’s no good at all. I put a review on trustpilot and they responded to that and got the gas switch started the same day. All seems to be going though now. If you still want to switch them would suggest that.

Hi Shellbell107, it was myself that organised for the switch to be restarted for you (we monitor a few online platforms). I'm sorry that it had to come down to a review to get the ball rolling but I'm glad I could help somewhat. 

You will be able to speak with someone regarding this. The way we tend to manage complaints is by resolving the root cause of the problem first i.e. the delayed switch, and then once the account itself has been fixed we can discuss anything else that you believe would resolve the complaint for you. In this situation if that comes down to missed savings due to the delay then that's on the agenda for once the switch to us completes. 

We actually have a note of your gas reading from when you were due to start with us, so all we'll need from you is the reading from when it does actually start. We'll be in touch Thanks, Matt

Shellbell107

E.ON_Company_Representative said:

Shellbell107 said:

royjenkins1966 said:

The same thing has happened to me.....

Something has definitely gone awry with them - They mustn’t be processing the switches properly. And no hope of contacting them at all. I put a complaint in when I managed to get hold of them on the phone and my plan is to hold off the 8 weeks then go to the ombudsman about it. I don’t expect any kind of response. The EON rep responses while very polite aren’t really helpful. I can note down prices and meter readings all I like but if I can’t speak to anyone that’s no good at all. I put a review on trustpilot and they responded to that and got the gas switch started the same day. All seems to be going though now. If you still want to switch them would suggest that.

Hi Shellbell107, it was myself that organised for the switch to be restarted for you (we monitor a few online platforms). I'm sorry that it had to come down to a review to get the ball rolling but I'm glad I could help somewhat. 

You will be able to speak with someone regarding this. The way we tend to manage complaints is by resolving the root cause of the problem first i.e. the delayed switch, and then once the account itself has been fixed we can discuss anything else that you believe would resolve the complaint for you. In this situation if that comes down to missed savings due to the delay then that's on the agenda for once the switch to us completes. 

We actually have a note of your gas reading from when you were due to start with us, so all we'll need from you is the reading from when it does actually start. We'll be in touch Thanks, Matt

Thanks Matt. I tried submitting my gas readings today and on Monday but doesn’t seem to be registering. I also submitted updated electricity readings on Monday and they’re not showing either. Other than calling is there another way I can do this so estimated readings aren’t used with the gas switch or my electricity bill?

Martyparty

E.ON_Company_Representative:_Helena said:

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

 

Sadly I still haven't managed to contact anyone in the "Gains" department as their phone message says they are closed. The online chat doesn't seem to be active today either.
Is there anything else that I can do to progress my complaint and get the electricty switch finally resolved? It's been going on since June !

Newly_retired

I am having trouble submitting my readings too. My switch is progressing with the new company but obviously I will need to give my readings to E.on.