E-on can't access smart meter after switch, now overcharging me

Chrysalis

https://forums.moneysavingexpert.com/discussion/comment/82026577#Comment_82026577

I did it via escalated complaint (executive level), once it was being dealt with at that level, things moved very quickly.
I have no idea if my issue was caused by MWHS, but I know things were fixed very quickly once I was being taken seriously at a higher level of the company.

Knowing that a resolution is possible, I agree with the advice to explore all avenues with EON first. The way it is being dealt with at standard customer service level is really bad though, its not on to just say to customers "keep waiting and hoping" without any plausible explanation given.
Also the standard complaint procedure, was no better than normal, the handler opened it because she said my waiting time was unacceptable, then proceeded to give me another 6 week wait, it only really served as a starting date for the ombudsman ticking clock.

The post on eon's community also claims things will be resolved mid June, so it will be interesting to see how many of the migration problems persist after that point.

damianmsmith

How did you manage to escalate the complaint?

Thanks

Bendo

Just stumbled across this thread. Is this issue still on going? Just signed up to next drive smart but if I'm likely to have issues, I'll cancel it...

Chrysalis

https://forums.moneysavingexpert.com/discussion/comment/82026917#Comment_82026917

Contact someone at executive level, please dont do this as a first step though, try normal channels first.

Bendo

Well my switch completed this morning. No idea if they can read my meter yet, but shades of Tomato as they are happily on boarding customers to the Next Drive Smart tariff directly and not to flexible until meter access is confirmed.

Seems to be a conscious choice for them to do this as looking at the terms for most of their smart tariffs they explicitly state onboard to flex until connectivity is verified, but not this one.

Bonus for me anyway, I needed to charge the car this morning so that's taken care of.

jdal

Thanks all for the comments. Sorry about the delay in responding, I'm not getting notifications of a reply. It's been 8 weeks now, so I've raised a formal complaint. 8 more weeks and then it's the Ombudsman.. They responded to the formal complaint with "This is an industry-wide problem" and "Can we have a photo of your meter?". What? If a photo of the meter may help, why not ask for it at the outset?

So rather than complicate my conversation with EON, which I am retaining for the Ombudsman, can anyone suggest what this "industry-wide problem" may be?

QrizB

So rather than complicate my conversation with EON, which I am retaining for the Ombudsman, can anyone suggest what this "industry-wide problem" may be?

Most likely a change due to market-wide half hourly settlement, MHHS, per this post by Greyhound26:

https://forums.moneysavingexpert.com/discussion/comment/81997435#Comment_81997435

It'll get sorted out eventually but that's not ideal now!

Chrysalis

In my case I finally got my first bill, billed estimate on flex up until they got the smart meter reads working, all of this was also credited back so null charge.
Actual payable bill was basically 2 days on flex from smart meter reads 4 kWh, and smart saver on actual 30 min incremental usage from late May onwards.
So they were not able or not bothered to backdate the usage from the meter, but this may have been because I got a promise they wouldnt make me pay for that period.

On smart saver my avg unit rate paid for the period is just a little over 15p. They break down the part of the bill applied to each rate, and like Octopus then supply an average rate paid for the bill. There is no usage graphs on the PDF though, so seems have to use app to access those.

Greyhound26

8 weeks after ditching EON I’ve still not received a final bill. They are telling me to contact Octopus for them to “raise a dispute with EON” and supply a final reading.

bristolleedsfan

https://forums.moneysavingexpert.com/discussion/comment/82078019#Comment_82078019

Did they add £40 compensation automatically within 6 weeks from switch out date + 10 working days. ?????