Eon energy reviews: Give your feedback

mrsbunny1979 · 16 January 2014 at 10:44PM

I have gas and elec with EON, pay by direct debit each month and was paying £135 a month, which for a 3 bed house I thought was a bit much, but guessed all companies charge about the same. In october we received a letter saying that although our account was £90 in credit our bills would be increasing to £191 per month!!! Our contract ends in April so we decided to tough it out and hope we would be massively in credit by April. I put a meter reading in online in January and we are now £130 in credit. How long can we stay in credit IN WINTER before they realise that £191 per month is excessive? Should I ring and ask to lower it or should I wait until my annual review in april?

Former_E.ON_Company_Representative:_Malc · 17 January 2014 at 10:06AM

Hi mrsbuny1979

Our Monthly Direct Debit arrangements are set up to achieve as near to a zero balance as possible by the time of the annual review.

The monthly amounts are based on current prices and usage, if available, over the past 12 months. If either the prices or ongoing usage changes, so will the monthly payments.

Sometimes, customers will be in credit but it won't be enough to cover their ongoing usage up to the annual review. This can lead to accounts running into arrears.

In some cases, debit balances are also included in the monthly amount. Although, as your account is in credit, this won't apply to you.

If, at the annual review, there's a credit balance over a fiver on the account, this will automatically be sent back to your bank.

To give customers more control over their payment arrangements, we've introduced a new tool on our website. It's called the Direct Debit Manager and is particularly useful if circumstances change.

This facility allows you to change the monthly payments by up to 20 per cent up or down, provided the account is billed up to the latest meter readings. Or, up to 5 per cent up or down without readings.

Before completing the change, though, we'll let you know how much we anticipate the account will be in debit/credit by the time of the annual review if the change is confirmed but usage doesn't alter accordingly.

Hope this is of interest mrsbunny1979.

Malc

thebigbosh · 17 January 2014 at 11:03AM

pay as little as possible in direct debit, you really shouldn't stay in credit otherwise you're effectively lending them money. Have you investigated how much other companies would charge you? Might be worth looking, and if you're not in any contract then look to switch.

catalina66 · 19 July 2014 at 3:03PM

1-bedroom flat with RHT meters (2 standing charges) and I'm very careful but clearly paying through the nose, and the scenario I'm seeing, from reading many threads, is about people stuck with RHT/Eon/being overcharged, with only one tariff offered and every obstacle and excuse put in the way about why the few stuck with RHT meters have to just put up with it. If there are so few affected by it, why doesn't Eon just update the meters to give those customers access to all tariffs and to actually care about customers? I'm seriously thinking of moving house, as RHT/Eon/storage heaters/overcharging is just too much. Would never have moved here if I'd known the trap I was moving into.

So unhappy with Eon ... ... meter readings arranged but sometimes didn't happen and then rudeness when I called to ask about this (a Care Team worker that I explained this to was the one nice person I spoke to in my time with Eon, and they said I should complain, which I did), overcharged, very rude and patronising attitude towards me in the process of me proving overcharging had happened, deliberate confusing information, not honest or helpful about options, I always paid bills reliably but then things get even worse through no readings/no contact/no bill and I have to email to remind them I exist, then no apology and no reliable direct organising of an appointment to read the meter and send a bill now (to make up for the missed bill in May, before the next bill is due), and no concern at all about pressure put on myself, and the Priority Register is not abided by as all that happens is that I'm sent an email saying I need to do meter readings; no calls or writing to me to arrange a meter reading appointment.

Winchweight1066 · 26 September 2014 at 4:51PM

"Fixed 1 year v9". Was about to move suppliers, when I called to discuss with EON, this tariff had come in yesterday but only available, apparently, til the 15th October. Is less than the deal I was on & was about to switch to, so as have been happy with Eon up to now decided to stay put.

117pauline · 9 October 2014 at 11:27AM

Call me cynical but I did not expect much when I contacted eon about an issue with supply at a property I own.

After a long, long wait (42 mins on hold) I was put through to someone who calmed me down, made suggestions and sorted out this issue with tact and a really great manner. Trust me, it wasn't a straightforward problem!

I was so impressed with the level of customer service that it has completely changed my view on eon.

So thank you to the customer service team in Leicester, you were great. I did feed this back to his supervisor but thought I would make a comment on here too.

My only suggestion would be .......... after 42 minutes, the same single song on repeat left me feeling as though I had lost the will to live.

Former_E.ON_Company_Representative:_Malc · 14 October 2014 at 2:53PM

117pauline wrote: »

Call me cynical but I did not expect much when I contacted eon about an issue with supply at a property I own.

After a long, long wait (42 mins on hold) I was put through to someone who calmed me down, made suggestions and sorted out this issue with tact and a really great manner. Trust me, it wasn't a straightforward problem!

I was so impressed with the level of customer service that it has completely changed my view on eon.

So thank you to the customer service team in Leicester, you were great. I did feed this back to his supervisor but thought I would make a comment on here too.

My only suggestion would be .......... after 42 minutes, the same single song on repeat left me feeling as though I had lost the will to live.

Hi Pauline and thanks so much for the positive feedback. It's much appreciated.

I'm really sorry you had to wait so long to talk to us. We've been very busy recently but are taking steps to cut down on these excessive waiting times.

Customer service advisors are available on twitter and facebook, too, if this is helps.

Totally take your point on the hold music. I listen to it, too, when waiting to speak to another department. Thought there were two songs although, after 42 minutes, I'm sure it sounded like the same drone.

Thanks also for taking the time and trouble to let the advisor's supervisor know about your experience.

Malc

Looking_After_The_Pennies · 19 October 2014 at 9:18PM

At the end of my tether with this company! Switched to Eon in January this year. I moved out of the property in May after splitting up with my partner. Provided meter readings by telephone and advised I wouldn't get a refund until the final bills were sorted.
There was an issue with the previous electricity provider apparently and the reading hasn't transferred over properly.
I have received e-mails and letters asking for current meter readings but as I no longer live there with no access to the property I cannot provide meter readings. Last month I received another letter and after explaining the situation to the complaints department I received a cheque for credit.
However yesterday I received a bill for the gas from May to September, I tried to phone them straight away but was cut off after half an hour. Later in the afternoon I received an e-mail from Eon asking for an electricity meter reading. This is exhausting, I will never switch to Eon and would not recommend them. Customer service is appalling.

Former_E.ON_Company_Representative:_Malc · 21 October 2014 at 2:33PM

Hi Looking After The Pennies

I'm sorry for the problems contacting us and for the confusion caused.

Is the cheque we've sent to do with a credit balance on the final bill? If it is, is this bill to the meter readings you gave us in May?

I'm guessing but it sounds as though the account hasn't been closed. If this is the case, we may need you to re-confirm details of when you moved out. We've a specialist home moves team who'll do this for you. Contact details are on our website.

Alternatively, if you drop an email with all the details to the address in my Profile, I'll be happy to take a look.

Malc

Jackthedog · 29 October 2014 at 9:42AM

I am currently a (happy) Eon customer who switched tariff with them directly and doing very nicely out of it as well! However, the MSE Fixed 1 Year Collective Switch Online would save me a small sum of cash each year and so am tempted. Strange one as the electricity tariff is slightly more than the current one I have but the gas is a good bit less hence the potential saving.

But it does seem a bit silly switching over to this tariff via mse .... why don't Eon just offer to price match with a (little sweetener) for loyal customers and save us all a bob or 2 and the added rigmarole ...

With my history of tariff switching just within Eon ..never mind other offers there is a good to fair chance I would be on another tariff by the new year anyway......

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