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  • FIRST POST
    • Former MSE Samantha
    • By Former MSE Samantha 28th Jan 13, 4:19 PM
    • 23Posts
    • 6Thanks
    Former MSE Samantha
    Eon energy reviews: Give your feedback
    • #1
    • 28th Jan 13, 4:19 PM
    Eon energy reviews: Give your feedback 28th Jan 13 at 4:19 PM
    This is a feedback thread on energy supplier

    Eon

    Please share your experience with other MoneySavers. Click reply to take part
    • Did your switch go smoothly??
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Last edited by MSE Andrea; 11-09-2017 at 1:59 PM.
Page 56
    • vision2009
    • By vision2009 6th Jul 18, 3:52 PM
    • 147 Posts
    • 223 Thanks
    vision2009
    Far too complicated to go into details. Problems going on over 16 months and not resolved. Energy ombudsman involved trying to sort you out and make E.ON get your act together.
    A total shambles.
    • potts8
    • By potts8 8th Jul 18, 9:04 AM
    • 22 Posts
    • 1 Thanks
    potts8
    When we first take over an account, we initially base payments on the information we're given at the time. Later, we receive details of past usage from industry third parties. This can only be an estimate of what future usage might be and, where it's out of line with current usage or if circumstances alter, we might recommend a change to prevent too much credit or debt building up as we aim for the zero balance I mentioned earlier.
    Originally posted by E.ON Company Representative: Malc

    Hi Malc,


    Thanks for taking the time to respond, with regards to your comments above about the past usage, I assume this is the past usage of the household and not the customer?
    If it is then that would make sense as we have move into the property 6 months ago and I know the previous owners used to use an immersion to heat water and in general had a much higher demand than we ever have.
    If that is the case then I think it is unfair to as a new customer to double their payments based on how someone else consumed electricty in the past. You already have 6 months of my usage and with only 30 of debit on the account(primarily down to timings of the DD) seems strange to want to double my payments and to then have one of your reps telling me that my usage is 99 a month when it clearly isn't.



    If you are saying that the information you retrieve from third parties follow the customer then something must be wrong with those numbers or your systems.


    Regards

    Potts8
    • vision2009
    • By vision2009 9th Jul 18, 11:56 AM
    • 147 Posts
    • 223 Thanks
    vision2009
    E.ON are unbelievable
    A bunch of chimpanzees could do better
    Last edited by vision2009; 09-07-2018 at 2:28 PM.
    • GeeTee99
    • By GeeTee99 9th Jul 18, 5:01 PM
    • 41 Posts
    • 8 Thanks
    GeeTee99
    Hi

    Had yet another problem with E-on.

    They were supposed to change a meter today and got a text - not even a call - at ten past four telling me they've not coming. Had to take a day off work for this.
    • vision2009
    • By vision2009 9th Jul 18, 5:05 PM
    • 147 Posts
    • 223 Thanks
    vision2009
    E.ON stay WELL clear of these. Totally incompetent in every respect.
    Will be in contact with your C.E.O
    Last edited by vision2009; 10-07-2018 at 4:49 AM.
    • GeeTee99
    • By GeeTee99 9th Jul 18, 5:50 PM
    • 41 Posts
    • 8 Thanks
    GeeTee99
    This too has been an issue that has been going on for years. Cut along story short yet another of their engineers has failed to turn up for an appointment.
    • vision2009
    • By vision2009 10th Jul 18, 4:58 AM
    • 147 Posts
    • 223 Thanks
    vision2009
    Is there anything you CAN get right E.ON????
    How can anyone get things SOOOOOO wrong time after time, SOOOOO many mistakes, Inaccuracies , basic errors, VERY SERIOUS ERRORS, the list goes ON. Seriously a child of 5 can do better than you time wasters.
    You really need to be held to account.
    Last edited by vision2009; 10-07-2018 at 5:00 AM.
    • vgiz18
    • By vgiz18 10th Jul 18, 10:56 AM
    • 1 Posts
    • 0 Thanks
    vgiz18
    Good morning,


    I'm not sure posting this is going to do my tariff any good, but I need to let it out.


    Our tariff is due to be renewed in a bout a month and I am really disappointed to find out the offers that are available to us. We have been E.On customers for the last 3 years, and we have been extremely satisfied with the service so far.

    Right now we have a E.ON Saver Fixed 1 Year v11, for which we pay 46/month (it used to be 53, but it got reduced to 46 mid-way through this year).

    We rent, and we are not allowed to install a smart metre. This means that the cheapest tariff we are being offered is E.ON Clean Energy Fixed 1 Year v5, which means we would have to pay 70/month. That is a hike from 636 to 843 per year, which is more than 200 per year.

    As you may imagine, we are confused as to why the price hike is to huge, especially when our monthly rate was reduced earlier this year. We are talking about a 32.5% increase out of the blue.

    I spoke to one of your employees on the phone on Wednesday and he told me that this was due to the general increase in prices. Looking on your website I have found out that your prices have increased 4.8% (I can provide a link, but as a new user I am not allowed to post it; you may find the data on an E.On blog post from June 19th of this year). However, a hike from 636 to 843 is not an increase of 4.8% but 32.5% instead. Yesterday I wrote an email through the "contact us" section of your website, and you told me (I copy and paste): "As this is a business decision surrounding our prices I will close the complaint as the is no escalation for a commercial decision".


    I am very disappointed that I need to resort to this forum, but I really don't know what to do. You say that your tariff will increase 4.8%, but that is obviously not true, and you simply close the complaints without further discussion or explanation. Is there anything we can do about this besides changing providers? We have been very happy with the service that has been provided to us so far, but I understand a 32.5% increase to be simply abusive.


    Best wishes.
    • spainman
    • By spainman 10th Jul 18, 12:11 PM
    • 5 Posts
    • 2 Thanks
    spainman
    Ditch E.ON ASAP. plenty of cheaper and better suppliers out there.
    Play them at their own game. Hit them where it hurts, their profits.
    Do comparison on MSE cheap energy club
    moneysavingexpert.com/cheapenergyclub
    Last edited by spainman; 11-07-2018 at 5:59 AM.
  • E.ON Company Representative: Malc
    E.ON Complaint
    Far too complicated to go into details. Problems going on over 16 months and not resolved. Energy ombudsman involved trying to sort you out and make E.ON get your act together.
    A total shambles.
    Originally posted by vision2009

    That's fair enough vision2009. Totally understand, as your case is now with the Energy Ombudsman, we need to await their ruling. Their decision is binding on us but not on you. If you accept their verdict, we must implement their instructions in full within 28 days of the decision being made.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • E.ON Company Representative: Malc
    E.ON Monthly Direct Debits
    Hi Malc,


    Thanks for taking the time to respond, with regards to your comments above about the past usage, I assume this is the past usage of the household and not the customer?
    If it is then that would make sense as we have move into the property 6 months ago and I know the previous owners used to use an immersion to heat water and in general had a much higher demand than we ever have.
    If that is the case then I think it is unfair to as a new customer to double their payments based on how someone else consumed electricty in the past. You already have 6 months of my usage and with only 30 of debit on the account(primarily down to timings of the DD) seems strange to want to double my payments and to then have one of your reps telling me that my usage is 99 a month when it clearly isn't.



    If you are saying that the information you retrieve from third parties follow the customer then something must be wrong with those numbers or your systems.


    Regards

    Potts8
    Originally posted by potts8
    Hello potts8 and you're welcome. Happy to reply.

    Yes, that's right, it's the past usage at the property that's used in early calculations following either a change of supplier or a home move. As the arrangement goes on, provided we're receiving regular meter readings, the more tailored it'll become to the ongoing usage of the new occupants.

    Basing calculations on past usage can only be an estimate as we won't know what will happen in the future and if circumstances change. It's a starting point that can be refined as we receive more readings. The more we have, the more accurate it will become unless there are significant changes at the property. In these cases, the Direct Debit Manager is there to give customers more control over their accounts so they can fine tune arrangements to better reflect current circumstances.

    At the annual payment review, we'll automatically refund any credit balance over a fiver so you'll only pay for the energy used.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • E.ON Company Representative: Malc
    E.ON Meter Appointment
    Hi

    Had yet another problem with E-on.

    They were supposed to change a meter today and got a text - not even a call - at ten past four telling me they've not coming. Had to take a day off work for this.
    Originally posted by GeeTee99
    Hello GeeTee99 and I'm sorry we weren't able to keep this appointment. Depending on the circumstances, you might be due a payment under our Guaranteed Standards of Service.

    There are certain standards of service you can expect when dealing with us including doing what we say we will. If we don't, we'll make a payment to say sorry. Where it's our fault a meter appointment fails, we'll pay 30 within 10 working days regardless of whether or not you complain. If we don't do this within the 10 working days, we'll make the original payment plus an additional payment of 30 because it's late. There's more information about this on our website.

    I'm not saying this applies to your situation GeeTee99 as I don't know the reason we couldn't visit as planned. It's certainly worth asking the question though.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • E.ON Company Representative: Malc
    E.ON Tariffs
    Good morning,


    I'm not sure posting this is going to do my tariff any good, but I need to let it out.


    Our tariff is due to be renewed in a bout a month and I am really disappointed to find out the offers that are available to us. We have been E.On customers for the last 3 years, and we have been extremely satisfied with the service so far.

    Right now we have a E.ON Saver Fixed 1 Year v11, for which we pay 46/month (it used to be 53, but it got reduced to 46 mid-way through this year).

    We rent, and we are not allowed to install a smart metre. This means that the cheapest tariff we are being offered is E.ON Clean Energy Fixed 1 Year v5, which means we would have to pay 70/month. That is a hike from 636 to 843 per year, which is more than 200 per year.

    As you may imagine, we are confused as to why the price hike is to huge, especially when our monthly rate was reduced earlier this year. We are talking about a 32.5% increase out of the blue.

    I spoke to one of your employees on the phone on Wednesday and he told me that this was due to the general increase in prices. Looking on your website I have found out that your prices have increased 4.8% (I can provide a link, but as a new user I am not allowed to post it; you may find the data on an E.On blog post from June 19th of this year). However, a hike from 636 to 843 is not an increase of 4.8% but 32.5% instead. Yesterday I wrote an email through the "contact us" section of your website, and you told me (I copy and paste): "As this is a business decision surrounding our prices I will close the complaint as the is no escalation for a commercial decision".


    I am very disappointed that I need to resort to this forum, but I really don't know what to do. You say that your tariff will increase 4.8%, but that is obviously not true, and you simply close the complaints without further discussion or explanation. Is there anything we can do about this besides changing providers? We have been very happy with the service that has been provided to us so far, but I understand a 32.5% increase to be simply abusive.


    Best wishes.
    Originally posted by vgiz18
    Hello vgiz18 and welcome to the Forums.

    I'm glad you've been pleased with the service you've received so far and understand your disappointment with the tariffs we've available when compared with your current deal.

    The price increase we announced recently applies only to our Standard Variable Tariff, Energy Plan. It doesn't affect customers on fixed deals. Your Saver Fixed 1 Year v11 was a discounted tariff and only available for a limited time. It guaranteed the unit rates and standing charges would be kept lower than our standard product for the length of the agreement. Like many special offers, it had a restricted shelf life and it's good you were able to take advantage of the cheaper prices for a year. Since then, the market has changed and recent products haven't been so competitive.

    As well as the tariffs on our website, we've other products available exclusively through Price Comparison sites (as spainman says, these include MSE's Cheap Energy Club). If you pop your usage in kWh into these sites, you'll be able to see these tariffs as well as those offered by the other suppliers. From there, you'll be able to choose what's best for you. Our advisors know these tariffs exist but don't have any details so are unable to talk much about them.

    With your current deal ending in a month, you'll be inside the Price Protection window (open 49 calendar days before a tariff end date until 20 working days after). If you decide to change supplier and your preferred supplier is in touch with us during this period, we'll keep you on the cheaper prices whilst the switch goes through even if this is after the current deal ends. Exit fees also don't apply whilst inside this window.

    I can confirm our advisor's comments. Price changes and tariffs are business decisions and won't be changed. We'll have recorded your complaint and acknowledged your unhappiness with this decision. It will have been closed as there are no further actions that will be taken.

    Hope this helps point you in the right direction vgiz18.

    Malc
    Last edited by E.ON Company Representative: Malc; 12-07-2018 at 12:01 PM. Reason: Added Information
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • fredandwilma
    • By fredandwilma 13th Jul 18, 9:50 AM
    • 1,216 Posts
    • 1,658 Thanks
    fredandwilma
    Hi Malc,

    I'm sending a pm.

    Please could you sort this mess out?

    Thanks

    f&w
    Fred - Where's your get up and go?

    Barney - It just got up and went.



    Carpe diem
  • E.ON Company Representative: Malc
    Contacting E.ON
    Hi Malc,

    I'm sending a pm.

    Please could you sort this mess out?

    Thanks

    f&w
    Originally posted by fredandwilma
    Hello fredandwilma and good to hear from you. Hope you're okay?

    Company reps don't have access to PMs on MSE. Do you mean you've emailed the address in our Profiles? If you have, our systems are down at the moment and nothing is coming into our mailboxes. Not sure when we'll be back up and running. Will keep an eye out.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • fredandwilma
    • By fredandwilma 13th Jul 18, 11:33 AM
    • 1,216 Posts
    • 1,658 Thanks
    fredandwilma
    Hello fredandwilma and good to hear from you. Hope you're okay?

    Company reps don't have access to PMs on MSE. Do you mean you've emailed the address in our Profiles? If you have, our systems are down at the moment and nothing is coming into our mailboxes. Not sure when we'll be back up and running. Will keep an eye out.

    Malc
    Originally posted by E.ON Company Representative: Malc
    Sorry, yes.

    I know, I got cut off because the call centre was being evacuated.

    Thanks
    Fred - Where's your get up and go?

    Barney - It just got up and went.



    Carpe diem
  • E.ON Company Representative: Malc
    E.ON Phone Lines Down
    Sorry, yes.

    I know, I got cut off because the call centre was being evacuated.

    Thanks
    Originally posted by fredandwilma
    Sorry about this fredandwilma. Most of our phone lines are down and have been since about 10 this morning. Live Chat and emails have been affected too.

    Our IT guys are flat out trying to fix this. I'll let you know when we're back up.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • E.ON Company Representative: Malc
    E.ON Phone Lines Back Up
    Sorry, yes.

    I know, I got cut off because the call centre was being evacuated.

    Thanks
    Originally posted by fredandwilma
    Sorry about this fredandwilma. Most of our phone lines are down and have been since about 10 this morning. Live Chat and emails have been affected too.

    Our IT guys are flat out trying to fix this. I'll let you know when we're back up.

    Malc
    Originally posted by E.ON Company Representative: Malc
    Our phone lines are largely back up now fredandwilma if you would like to try again. Not so much with emails as the IT guys are still working on these. If I don't see your email before I leave tonight, I'll pick it up when I'm back in next Tuesday.

    Sorry for the hassle.

    Malc
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • fredandwilma
    • By fredandwilma 13th Jul 18, 5:12 PM
    • 1,216 Posts
    • 1,658 Thanks
    fredandwilma
    Our phone lines are largely back up now fredandwilma if you would like to try again. Not so much with emails as the IT guys are still working on these. If I don't see your email before I leave tonight, I'll pick it up when I'm back in next Tuesday.

    Sorry for the hassle.

    Malc
    Originally posted by E.ON Company Representative: Malc
    Yes, I know, thanks.

    I've just spent another 45 mins on the phone, with my complaint now with a second resolution manager.

    Enough is enough for today.
    Fred - Where's your get up and go?

    Barney - It just got up and went.



    Carpe diem
    • spainman
    • By spainman 14th Jul 18, 11:17 AM
    • 5 Posts
    • 2 Thanks
    spainman
    E.ON must like wasting paper and money to send out so many WRONG bills to me.
    Get your facts right E.ON
    The energy ombudsman is on to you.
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