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E.ON Company Rep: Helena

Customer Service Rep

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Please help the CAG

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About E.ON Company Rep: Helena

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    <b>Corporate Poster</b>
  1. Thank you. It's here https://www.eonenergy.com/About-eon/how-we-service-our-customers/Standards-of-Service/Complaints-reporting Then just click on the complaints procedure. Thank you Helena
  2. Good morning and thank for your post. I'm not sure I can offer much advice due to the level the complaint has reached to be honest. I think you need to have a look at the complaints handling procedure, it's on our website (I'm not allowed to post links) Then I think you need to get back in contact with the complaints manager who is dealing with this for you. To me it sounds more complicated maybe and without knowing the actual details, I wouldn't want to tell you the wrong thing. I do hope it gets resolved quickly for you. Helena
  3. No worries, I agree, we should have had this resolved and in no way should anyone be rude you and the account should be running properly now. I'm here when you need me. Helena
  4. Thank you very much for the reply. I understand. It sounds like it's linked as the balance and therefore, the payment amount is a result of the initial problem. But this is a guess as I haven't been involved and the reason I think it needs looking at. If you wanted to have a word with the CAB first, then come back to me I'll still be more than happy to pass you on to the correct people. You can just pop back on here, or drop me an email. Thank you Helena
  5. Good morning Archie1963, I'm sorry for the delay on getting a reply on here for you. It sounds a bit of a muddle here to be honest, I understand you were under paying for a while so we increased the Direct Debit to cover usage and the balance. However, this appears to have been going on for some time. Quite rightly you raised a complaint, this should then have been fully investigated and you should have had a complaints manager looking after this for you, this would then have been followed through to either a resolution or by getting a deadlock letter and then going to the ombudsman. You say you did get the deadlock letter 9 months ago, did you go to the ombudsman when you received the letter? What did they say then? I understand the account is still estimated, if so, you can just pop some reads on your online account and bring this fully up to date, you'll then know the position of the account. I think at this point, this isn't a complaint I can actually take over, it's gone above me, but I can certainly get you in contact with the correct people. No one should be rude to you on the phone when you contact us that's not acceptable at all. If you need me, please email all of your details and I'll get this passed on for you. Thank you Helena
  6. Thank you niyaman, Brilliant and I hope you get things sorted asap. Helena
  7. Hi niyaman, This would need to be investigated properly and I'd suggest talking to our pre-payment department as soon as possible. May I just check, are we the supplier you've received the final bill from? And you've now changed away from us? unclebulgaria67 makes some excellent points, the 12 month back billing code may not apply if we haven't been told about the meter not working correctly and we'd have to produce a bill for the amount of energy that's been used. Did you report the faulty meter to us? However, if you can take accurate reads from the meter it's much better that we use these rather than estimates. You should have been getting statements to show what's been used between which dates and the meter reads used. We may offer a payment arrangement, but I can't say for you. To be honest though, I'm just trying to give you a bit of info as this account would need to be fully investigated to establish what's actually going on. Only then decisions can be made about the billing code and payment arrangements etc. As I say, contact the Pre-payment guys as soon as you can and I hope it's sorted quickly for you. Helena
  8. If you log in to your online account as normal, then click 'your correspondence' on the left hand side, all of your emails and replies are there. Hope that helps. Helena
  9. I'm really sorry you feel that way, I've tried to give you all of the information I can. You should have had a reply to your emails though, did you send them through the website contact us page? Thank you Helena
  10. Morning, No we'll base the DD quote on the usage figures you give to us at the point of sale. But you should have been aware that this amount can change, so I'm sorry if it wasn't clear. I think you should pop your meter readings on and make sure the account is billed up to date and have a look at the Direct Debit manager tool and go from there. Thank you Helena
  11. Good morning Bazooka Boo, I don't think anything has been hidden, a Direct Debit has to cover the amount of energy you use, even though the actual unit prices are fixed. We can't just let a Direct Debit run and then what's left in January, we do have to aim for the zero balance review date, this is the way it works, there's lots of info on the website about this. I'm pleased you've emailed, as you'll be able to have a further breakdown of the figures. It's brilliant that you've applied for the warm home discount and you should also let us put you on the priority service register. It does sound like your usage is still low, as all electric properties can be expensive so I understand this. Keep talking to us though, as it sounds like you're doing all the right things. Helena
  12. Good morning Bazooka Boo, I can see you've spoken to Pete on twitter and he's given you some good info there. I think there may be a bit of confusion though, a fixed tariff means that your unit prices will not go up or down, they will stay the same for the length of the contract. However, the Direct Debit can change as usage will go up and down. Have we billed you up to accurate reads? Is the account in a debit or credit balance? If you have an online account pop your reads in on there, then have a look at the Direct Debit manager tool, this will give you a better idea of what you're using. As Pete says, we may adjust the Direct Debit to ensure you have a zero balance at your review date. You'd also need to build up some credit over the summer months as this will help go towards your larger winter bills. There's lots of information about how Direct Debit's work on the website along with Q&A if this may help you. Thank you Helena
  13. Thanks, I'm sorry the website is down at the moment, it should be back up soon. I didn't know this at the time of posting. The facebook page is there to see, we don't have control of this unfortunately. I just wanted to give you the information I have, as we can't deal with these accounts. Helena
  14. Good morning all, Just so you know this isn't something Malc and I deal with, the HEAT accounts are looked after by a specialist team, we can't see these accounts on the systems we have. We do have a HEAT facebook page if this helps https://www.facebook.com/eonukheat We also have a page on the website if you need it https://www.eonenergy.com/for-your-home/your-account/heat I'm sorry we can't help here and hope it's ok to pop the links on, just this once. Thank you Helena
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