Being hassled by E.ON

Gen979

Hi all


Thanks LondonLaw for your answers to my query. I will write to the Commissioner ASAP. As I mentioned in an earlier post (Was it on this forum?) I went to the Citizens' Advice Bureau and they just mentioned writing to the Debt collection agency and the people I was dealing with at E.On (which i did). The problem is E.on was supposed to confirm that the matter was solved, but they never did /never called me either (I've been calling them, but the people who were handling the matter were "sick")-i think they just haren't really bothered. Which means that they might as well harrass me about the same matter again 6 months down the line-or next week if they are still so "inefficient".

For the funny post which assumed I was working at BG/EDF/Scottish Power and any other competitor, please let me assure that I am not...

To Hello kitty and Chrisandme: in regards to Watchdog: it might take a while to get a response from them. Maybe they didn't have enough volume in complaints against the company and this specific matter. Maybe the amounts of money that E.On claims from us is ridiculous (in their eyes). But the biggest issue is their bullying ways and their methods.

BTW: will have to lodge a formal compalint with E.ON too.Very good idea.

levis2891

i've just been reading everyones comments and my mums in the same boat.

she received a collection letter this morning from eon/powergen this morning about a matter that was supposed to have been settled 6 years ago!

several years ago she moved house, she then stayed at a rented house for two months before moving into her new home. at her new home awhile later she received debt collection letter saying she had to settle an account from the rented house. the thing is at no point did she use powergen there, just those top-up meters. she told them this and sent solicitor letter and details proving this. this seemed to be the end of the matter but three years later the same happened again!

she went through the same thing as before (fortuntely the solicitor told her to keep hold of all paperwork for 5years, which she did). now 6 years later shes receiving debt collection letters.

i phoned eon/powergen complaints department to sort issue and he said since 2002 no contact has been made from this end and the matter was never settled. he also said the amount wasnt from the rented address but the peiviously owned property.
this is the first time the first house was mentioned and my mum paid everything before she moved. she made a point to contact them before moving and asked to send any outstanding amount, which she paid.

now we dont know what to do. its been 6 years, who on earth keeps bills for 6 years to prove it was settled???? if they said it was the first house in the first place she could have proven straight away it was paid, even 3 years later, but 6years!

what does the statutary limitation period of 6years mean? i mean if she owed money they would have collected within the 1st year,right? but sending a letter every 3 years, theres something strange going on.

any advice would be appreciated

chrisandanne

Hi,

Sorry to hear you're having the same trouble with E.on...they seem a very strange outfit, they must have a loony working in the collections dept

I eventually got a good result but my Dads demand was from Staywarm so the people I have dealt with will be different.

They eventually said because of the time elapsed they would write it off, so this suggests there is a time limit...I believe there is actually a twelve month limit, but am not absolutely sure.

I know it's a load of hassle but if you contact E.on direct and explain the whole scenario again I am sure you will get it sorted. This almost amounts to harrasment and I would mention this in your letter.
Good luck Ax

birchykel

Hello, I am having trouble with E.ON also.

I wont bore you all with the details but if does anyone know who I can email, call or write to to complain? An independant body? I have emailed E.ON and also wrote to teh debt collectors too but I know it wont get me anywhere. Any advice or help would be gratefully appreciated.

Thank you
x

rogerdsouza

I would not recommend to be with EON. I had five visits from EON before they discovered that the leak from my boiler was from the flue. The flue was than changed but left me without heating in the winter for one week. This was because they could not get hold of a seal for the flue. When finally the flue was changed the door of the gas meter was damaged and the hole of the flue was not filled in. Till today the flue has not been filled in and I have gone to BG.
A nightmare and a warning to all to please think carefully before you join EON. I have used this as a case study with my team on 'How not to run a business'.
A good learning particularly at this time when we all are trying to maintain good customer relationship to keep our businesses.

Roger

Former_E.ON_Company_Representative:_Malc

Hi Roger

I'm really sorry you have had so many problems. Sounds as though you have been through a nightmare.

I would strongly recommend you raise a complaint with us about your experiences.

Send it to the Director of E.ON Property Services. Contact details are on our website (there is a link in my Profile). A member of his team will contact you to begin an investigation into what went wrong.

This specialist will take ownership of your complaint and provide a written account of the results of their investigation. They will also provide details of the escalation procedure should you not agree with their findings.

Again, I am sorry the service you received was clearly not good enough. Your feedback will help us improve our service in the future.

Malc

rogerdsouza

4th June '10

TO, Malc,
EON

Hi,

Acc No:

---

9230

The following are the events that took place with EON:

Problem with boiler: water leaking from the boiler every other day

27th Jan'10: Rang EON to notify the problem as I have a yearly cover with EON

1st Feb'10: Engineer inspected the boiler and said that the heat exchanger had to
be changed and he would order it. Appt made for 8th Feb to change
this.

8th Feb: 2 calls were made by me since engineer did not turn up. EON asked me
me if I had cancelled the appt, which Isaid that I was at home waiting for
the engineer.
Than had a call from EON later to say that all the parts were not in and
therefore had to reschedule this for 11th Feb.
PS I had taken a half day from work for this.

11th Feb : engineer had a look at the boiler and said that the heat exchanger did
not require changing as this was expensive as well. he identified that
the flue had to be changed and EON would contact me for a date.
He tried to tell me that this could be water coming from upstairs -
either from the bath/ shower or basin. Tested this and there was no
water leaks (did not believe me). I than had to show him where there
was water leaking from the boiler

19th Feb: Engineer arrives at 3pm with new flue and finds that he does not have a
seal and none in stock. So disconnects the heating system and leaves
me with no c heating. Also, the screw outside was broken so had to call
in Transco to confirm this.
Said to me he would order the seal for the flue.

23rd Feb: Appt made for 3pm and engineer did not turn up as the seal part had not
arrived. Another appt made for 25th Feb.
PS I had taken another half day for this.

25th Feb: Engineer arrived at 5.00pm and fixed the new flue with new seal, but did
NOT fill in the hole of the flue. Said that he would ask another person to
come for this. In fixing the flue the door of the gas meter has been
damaged. Till today this the hole and door has not been seen to and left
this way inspire of the fact that I did write and inform EON.

I had no central heating from the 19th Feb to 25th Feb and my wife and I were frozen because of the cold weather we had during that week. there was no offer of additional electric heaters etc which I know BG do offer in these circumstances.

I have now moved on to BG. Even the names of the account is embracing and an insult to me and my wife. I did inform the EON directors but still no change.
The names on the bill are to Mr De Souza & Mr R Dsouza and this should be as follows: Mr R D'Souza & Mrs N D'Souza. It is obvious to me that you have people employed who are just out of A levels or below that.

This entire episode fill me with rage and will never come back to EON even if it is
the cheapest supplier around.

Regards!

Roger

Former_E.ON_Company_Representative:_Malc

Hi Roger

What an absolutely terrible situation to have been in. I am so sorry you and your wife had to go through these experiences.

It would have been bad enough at any time but to have no heating during one of the coldest winters in a generation is quite appalling.

As I said in my previous post, this definitely needs bringing to the attention of the people responsible for your situation. I would certainly use the contact details I provided earlier and send a full breakdown of your case to the Director of Property Services.

In the meantime, I have had a word with our Central Heating team on your behalf and briefly outlined the gist of your post. A member of this team will contact you in the next couple of days to discuss what happened and instigate a full investigation.

I'm sorry, too, for not spelling your names correctly on the account. I have changed this today.

I would also recommend you edit your last post and remove the account number quoted at the top. As this is a public forum, the security of your account could possibly be compromised otherwise.

Again, I would repeat my apologies for the difficulties you and your wife suffered this winter.

Malc

rogerdsouza

Hi Malc,

Still no contact or communication from EON and this a lot about
customer satisfaction and promises.

Roger

Former_E.ON_Company_Representative:_Malc

Hi Roger

Quite frankly, I'm staggered the agent I spoke to on your behalf has not contacted you. I am really sorry about this.

Did you contact the Director of Property Services as I advised previously? In cases such as yours, I would suggest you write in with a list of events similar to that detailed in post number 38 above.

Given the nature of the problems you encountered, this would be better than trying to list the sequence of events over the phone.

Let me know if you have already done this. Drop an email with your details to the address in my Profile and I will ask my manager to intervene.

Again, I'm sorry you weren't contacted as I had arranged. This is not acceptable and I will feed this back to the agent's manager.

Malc