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E.ON Company Rep: Malc

Customer Service Rep

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E.ON Company Rep: Malc last won the day on November 23 2018

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About E.ON Company Rep: Malc

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  1. Hello bitemarx and I agree with ericsbrother. Raise a formal complaint. As you asked for the SAR in the middle of January, it's not good enough you haven't heard back yet. There are details about raising complaints and how we look after them on our website at the following link. https://www.eonenergy.com/for-your-home/help-and-support/complaints I'm sorry we haven't responded. You should've heard within 30 days of your request and, as I say, it's not good enough that you're still waiting. Malc
  2. Afternoon everyone and just to let you know, we closed our 2018/19 Warm Home Discount scheme at 10am yesterday, 11 March 19 and will no longer take applications. We'll make payments to all successful applicants by Sunday, 31 March 19. Customers can register their interest for the 2019/20 scheme online through our website now. Details haven't been finalised yet and we're looking to let those registering know more by the end of the summer. Hope this is of interest. Malc
  3. Hello huggy41 and just replied to the other thread you mention above. Sorry for the delay replying. Malc
  4. Hello huggy41 and sorry for the late reply. Not been around CAG recently. I'm sorry we haven't sent a final bill despite having been given details of your move. You've done the right thing in going down our complaints route. I see the case has been referred to the Energy Ombudsman. We now must wait for their ruling. This decision will be binding on us but not on you leaving you free to go down other avenues if you wish. Should you accept the Ombudsman's verdict, we must implement their instructions in full within 28 days of the decision being made. Malc
  5. Hello HijoD and sorry for the late reply. I've not been around CAG for several weeks. I agree with BankFodder. This is a very serious claim and I'd encourage you to follow the advice given. It's very odd we've not responded to your complaint and I'd suggest escalating this to the next level and then to the Energy Ombudsman if you're not satisfied with the explanation. There's more about how to do this on our website. Ask the Complaint Manager about the SAR too. We take our responsibilities in looking after our customer's details very seriously. Must admit, I've not come across any situation like you describe before where we've independently contacted a medical professional or any third party without a customer's express consent. If this has happened, it needs dealing with at the highest level. Hence, my recommendation to follow the complaints procedure right through to the Energy Ombudsman if necessary. This is in addition to raising a complaint with the ICO and any other action you feel is appropriate. As much supporting evidence as possible will help. Sorry again for the late reply HijoD and please go along with BankFodder's advice and follow this through quickly. Malc
  6. Yes tobyjugg2, we do replace faulty In-Home Displays. What happens will depend on the type of display concerned. We’ve used several different makes and models since starting our smart meter rollout. Whatever the type, there’s currently no charge to replace faulty displays. Malc
  7. Hello levemir and I'm sorry your smart Pay As You Go meter developed a fault. I'm not technically trained so don't know what would've caused your meter to fail. We've a specialist smart Pay As You Go team who will be happy to give you more information (contact details are on our website). They'll also be able to talk to you about why we need to fit an older style Prepayment meter instead of a like-for-like smart meter. I agree, this does seem strange. The technology has changed since we first installed your smart meter and I suspect it's linked to that. Guessing here and could be completely wrong. As I say, our specialists will be able to tell you why. No problem if you want to stay with the key meter just installed. Smart meters are optional and you can refuse future request to have one if you wish. Sorry again for the hassle levemir. Malc
  8. Sorry I wasn't clear renegadeimp. Customers don't need to call back. Where an SAR is required, please ask for this and the advisor will raise a Customer Rights request there and then. This will go to the ring-fenced team I mentioned who will sort it out within the timeframe I've outlined. This will be quicker and cheaper than before GDPR came in. Hope this explains a bit better renegadeimp and have a good weekend. Malc
  9. Hello everyone and just a quick heads up about our 2018/19 Warm Home Discount scheme. We’re planning to close the scheme to new applications on or around 31 January 2019. After 18 January 19, customers won’t be able to ask for paper applications. Online applications will still be available until the official closure date. If anyone thinks they’re eligible and hasn’t applied please do so as soon as possible. Online is quickest. All Broader Group (where customers need to apply) applications are handled on a first come, first served basis. Once we’ve reached our quota, we’ll close the scheme as above. Most customers are likely to receive their payment within 3 months of their confirmation letter. The last payments will be made by 31 March 19. Hope this is of interest. Please let me know if anyone needs more information as happy to help. Have a good weekend. Malc
  10. As above, renegadeimp. The new system will speed up our response to these requests and make sure we're complying with the requirements of GDPR. If bitemarx asks for a Customer Rights request to be raised, this will kick-start our system so we can give them the information they need in good time. Malc
  11. Hello tobyjugg2 and the Customer Rights I mentioned above is part of the structure we've set up to make sure we comply with all aspects of GDPR. GDPR covers more than just Subject Access Requests (SAR). It also covers alternative customer rights such as the Right to Erasure, Right to Rectification, Right to Data Portability etc. We've set up a ring-fenced team to deal exclusively with all these requests. Any advisor can raise a Customer Rights request. It then goes to this ring-fenced team who need to be back in touch with the customer within 30 days of the request originally being raised. It could be quicker depending on what's involved. There's no charge for this. Previously, for an SAR, there was a £10 admin fee and we had up to 40 days from receiving a written request with payment to send the information. The new system will speed things up and make sure we're abiding by GDPR. Hope this explains tobyjugg2. Let me know if you need any more information as happy to help. Malc
  12. Ah! I see. Thanks for the offer tobyjugg2 but this is something we'll have to decline. I did explain in a bit more detail above (post #53 - 3 Jan 19) that the letters we've been talking about now make it clear smart meters are optional and customers can turn down our offers to have them fitted. Always happy to discuss specific issues like this as we've doing on this thread. Thanks again for your kind offer. Malc
  13. No worries hightail. Thought I might be able to add something if it was us. Thanks for coming back to me. Malc
  14. Hello tobyjugg2 and I was talking primarily about changes to many of the letters we send about smart meters. As above, these include statutory meter exchanges, updates about the roll-out of SMETS2 and upgrades to SMETS1 (posts #10 and #24 - 20 and 21 Nov). We've changed the wording to make it clear smart meters are optional and customers can decline our offers to have them fitted. Also, in line with your suggestion on 21 Nov (post #25), we're adding details of the benefits similar to those I outlined in my comments on 23 Nov (#post 30) to many of these letters. This is an ongoing project and the details will change as the roll-out continues. Accordingly, our letters will change to reflect these developments. Given the number of letters involved, they go out in batches over a period of time. What is it you would like to see 'tested.... here beforehand' tobyjugg2? Malc
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