Eon energy reviews: Give your feedback

Hi AlandJules and welcome to the Forums.

Sounds like there's been a mismatch between the meters and the postal address and/or industry information. This can happen and is usually put right using a series of electronic messages to let all those involved with the supply (distributor, meter operator, national database etc) know about the mistake. Depending on the circumstances, this can take several weeks to put right. Going back to last September, though, is much longer than I would've expected.

As this is going through our complaints process, I suspect you're waiting for our 'Final Resolution Offer' letter. This will help when you go to the Ombudsman but, with the complaint going back this far, you can approach them now if you wish. No need to wait for the letter.

Really sorry for the inconvenience but hope this helps point you in the right direction.

Malc

Morning Murraymint110 and welcome to the Forums.

I'm sorry your switch hasn't gone as smoothly as you would have liked. Must admit, it's a bit strange the meter readings are being changed. What reason have we given? Usually, readings are either accepted or rejected, not changed. One thing to check is the meter serial number. Have we taken over the right supply?

The date of the first Monthly Direct Debit payment is determined by the start date of the account and the day of the month you want the amount collecting. Sometimes this can be a bit later than expected and you're right to be concerned. You don't want to fall behind from the start. To make up for this, we're happy to take a separate payment. This can either be a card payment or a one off Direct Debit. Card payments can be done online but you'll need to talk to us to arrange a one off Direct Debit payment.

Once the account is live and if you've registered with our website, you'll be able to use the 'Direct Debit Manager.' This is a tool that gives you more control over the arrangement including the ability to change payments. Comes in handy should circumstances change.

Sorry again you're unhappy with the way we're handling the switch. If you're still within the 14 day cooling off period, you'll be able to stop the transfer and stay with your current supplier as though no switch had been asked for.

Hope this is useful Murraymint110. Let me know if you need any help as happy to do so.

Malc

Glad all went well with your switch ASavvyBuyer and thanks for taking the time to let us know.

Sounds like you used the 'Real Time Billing' tool on our website. When you enter meter readings, this gives the option of either seeing the balance that would result or actually issuing a bill. It's a great way to make sure all's on track with the account. Hope the information I gave to Murraymint110 about the 'Direct Debit Manager' was of interest too.

Thanks again for the feedback ASavvyBuyer. Much appreciated.

Malc

Murraymint110 wrote: »

Hi Malc,

Thanks for the reply.

Yes we have double checked the meter number and it is correct. The advisor has put notes on my account to not change the readings but again they have changed. According to the Eon advisor I talked to yesterday the website is having some issues and doesn't work correctly for the 1st month, this seems crazy. My DD is May not June as the website suggests. Also I cannot increase my DD from £73 as it says my maximum payment allowed is £29 !! Total joke tbh

Something's not right here Murraymint. Advisors wouldn't change meter readings like this. I suspect there's a system issue that's causing it. I'll be happy to take a look if you drop an email with your details and up to date readings to the address in my Profile.

I think my colleague was probably referring to delays in all our online services becoming available following a change of supplier. Although switches usually complete in about two and half weeks, it can take longer for all the information to reach us. The way it works is that electronic messages pass between the two suppliers and certain third parties like the regional distributors, meter operators, meter reading agents, national databases etc. These messages are used to let all those involved with the energy supply know about the changed circumstances. Whilst customers can register with our website, they won't be able to use all the services until these details are in place. I'm guessing but I think this is what our advisor meant when talking about not working 'correctly for the first month.' This is usual and won't have anything to do with the random changes to meter readings you're experiencing.

I also suspect the meter reading issue is causing your Direct Debit difficulties. It's only possible to change payments by more than 5 per cent , either up or down, through the Direct Debit Manager when accounts are billed up to date. As the readings keep changing, it's likely this will throw up the difficulties you describe. The date thing might be down to the account start date and the day payments are due to be collected as per my earlier post. Again, happy to take a look.

Sorry you're having these issues Murraymint. I'm here if you need my help.

Malc