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E.ON Company Rep: Malc

Customer Service Rep

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Everything posted by E.ON Company Rep: Malc

  1. Hello DWiper and I replied to a similar thread you started on the MoneySavingExpert Forum last week. It's at the following link. https://forums.moneysavingexpert.com/discussion/6114116/e-on-i-m-at-my-tether-with-lies-deceiving-and-i-guess-it-is-all-recorded/p1 Malc
  2. Hello colin1096 and many thanks for joining us. Now we’re your supplier, EDF have lost control of your meters and will not be able to arrange for a meter exchange. This is not allowed within the industry. Only the current supplier has access to the information and processes to arrange for this to happen and we don’t do this on behalf of other companies. Hope this helps colin1096. Malc
  3. Totally agree BankFodder and I'll pass on your comments as Helena and I aren't masters of our own destiny. Regrettably, there's been so little for us on CAG compared with other workstreams in recent times that it no longer warrants a regular presence. As I say, happy to pass on your comments to our managers. Thanks BankFodder. Malc
  4. Hello Kalckk and sorry for the late reply. Not been on CAG for several weeks. If we're supplying your gas, it's our responsibility to make sure the details held by the National Database (Xoserve) are correct. I'm sorry if one of our advisors sent you to National Grid. This was wrong. As this is a new build, these amendments are looked after by our specialist New Connections team. If you're still struggling with this please contact this team at the following link. https://www.eonenergy.com/new-connections/self-build-connections.html They're available from 9am to 5pm Monday to Friday. Thanks Kalckk. Malc
  5. Hello bitemarx and sorry for the late reply. Not been on CAG enquiries for several weeks. I assume you've already been in touch with our Complaints area. If you still need to talk to them, you can email through the following link. https://www.eonenergy.com/for-your-home/residential-contact-us If you've a Complaint Resolution Manager, please add their name to the text and the email will be forwarded to them. This link also allows you to add attachments if necessary. Thanks bitemarx . Malc
  6. Hello thecookiemonster and I totally agree, no one should pay for electricity they haven’t used. There are a few things your posts suggest and hope you don’t mind if I ramble on a bit. Thank you for posting the meter readings from your online account. I can see we’ve actual readings recorded. Have we used these on your bills? If not, what readings have we used? You can see the bills on your online account and can print them off if this is better. My first thought is similar to ploddertom. Two rate Economy 7 meters are often fitted in all electric properties with storage heaters and I’m wondering if we’re billing the wrong way round with day usage charged at night rates and night usage at day rates. To check, please take two sets of readings at different times of the day and at least two hours apart. This will show us which part of your meter is recording day usage and which part is recording night usage. If we’re billing the wrong way round, we’ll fix the problem and rebill your account correctly. Storage heaters are insulated boxes containing bricks with electric elements running through them. They charge up during the cheaper off-peak times. The bricks retain the heat which is then released gradually throughout the day. As a result, I’d expect the night usage to be a higher proportion of the total than these readings show. The off-peak period covers 7 continuous hours at night. The times vary depending on the meter and region. Typically, these hours run from midnight to 7am or 1am to 8am. We can soon let you know the exact times. All electricity, not just the heating/hot water, used during the off-peak times is charged at the cheaper rate. Make sure you use as much as needed during this period. I know these aren’t particularly sociable hours and timers might help here on high load appliances like washing machines, tumble dryers etc. Check the time switch on the meter is set correctly. Let us know if it’s more than a couple of hours out. We’ll come and fix it. Have you had chance to do as ericsbrother has suggested and turn off your supply? If you have, is the meter still moving? Check the serial number on the meter. Is it the same as the one on your bills? If not, we could be billing to the wrong meter. This is known as a crossed meter. They tend to happen mainly on new builds or in blocks of flats where there are several different meters in a communal area. It's where the meter details become mixed up between different properties. Again, this can be fixed and the account rebilled correctly. We'll be happy to check if the meter is faulty. As dx says, we can fit a check meter. It’s important to rule out all other possibilities first. This is because we charge in advance of a visit. This fee will be refunded in full if the meter turns out to be faulty. Before arranging a test, we’ll also go through your usage to see if we can find any evidence to suggest your meter is faulty or if we can reassure you it's working as it should. Previous tests have shown, only approximately 1 in 200 meter checks come back as faulty and we don't want you to pay unnecessarily. How do you heat your water? If you’ve a water immersion heater, make sure this is only on when you need hot water. I’ve often come across situations where these are inadvertently left on 24/7. This is expensive and will lead to much higher bills. It looks like you’re on a Fixed Tariff. This means the unit rates per kWh won’t change for the duration of the agreement. Direct Debits will change where the usage goes up or down. As you’ve cancelled your Direct Debit, you’ll be paying a higher daily standing charge. You’ve done the right thing in raising a formal complaint. A Complaint Manager will investigate and offer a resolution based on their findings. If this isn’t to your satisfaction, the complaint will go to our Reviewers for a second look. They’ll either uphold the original resolution or offer an alternative. If this still isn’t satisfactory, they’ll send a Final Resolution Offer letter with details of how to approach the Energy Ombudsman for an independent assessment. There’s more about how we look after complaints on our website. Sorry to go on thecookiemonster and for all the questions. Malc
  7. 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
  8. 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
  9. Hello huggy41 and just replied to the other thread you mention above. Sorry for the delay replying. Malc
  10. 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
  11. 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
  12. 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
  13. 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
  14. 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
  15. 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
  16. 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
  17. 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
  18. 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
  19. No worries hightail. Thought I might be able to add something if it was us. Thanks for coming back to me. Malc
  20. 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
  21. Hello tobyjugg2 and a Happy New Year. That's right, to confirm my earlier post, apart from our Economy 7 and Economy 10 products we're not currently offering any other time of use tariffs. On the letters, as promised (post #24 - 21 Nov 18), I'm continuing to feedback these and similar comments to senior management. Changes have already been made with others in the pipeline and more to come. Many thanks for your input tobyjugg2. Malc
  22. Hello topcat1802 and you're right. Smart meters by themselves won't save consumers energy and money. As I mentioned earlier in the thread (post #30 - 23 Nov 18), it's through raised awareness that savings can be made. Many people remain unaware of how much energy they're using. Smart meters, plus the monitors that come with them, will help highlight their usage so they can see where they might be able to cut back and budget more effectively. Similarly, reducing the number of estimated bills will help with budgeting. Totally appreciate, if you're on top of the usage and already budget effectively, smart meters don't seem to offer many benefits. Regrettably, there are many consumers who aren't so clued up. On time of use tariffs. Apart from the existing Economy 7/Economy 10 set-ups, we've no current plans to introduce this type of tariff. I can't speak for other suppliers though. Malc
  23. Hello bitemarx and just a quick heads up about the SAR. Under recent changes to industry regulations, when customers ask for an SAR, we need to raise a Customer Rights Request. Once raised, we need to be back in touch within 30 days. We'll send you copies of the data on the account, including the bills, as well as any phone call transcripts we hold. There's no longer any charge for this service. As Bazooka Boo says, we'll be able to identify the account from the postal address for the old property. Please also include the reference number from Lowells. Hope this is of use bitemarx. Malc
  24. Hello bitemarx and I can confirm, we've sold some of our unrecovered debt to Lowell. The sold accounts are all finalised and have had outstanding balances for a fairly long time (up to 6 years old). They've gone through our complete debt collection process but we've been unable to collect the outstanding balances. We'll have written to you to let you know about the sale and what to do next. Lowell will contact you independently by letter. Please deal with them directly as they'll now look after the debt. Contact details are on both ours and Lowell's letters. Should you agree this is a valid debt, you can pay Lowell directly or talk to them about setting up a suitable payment arrangement. If you've any queries about the debt, our advisors will be happy to give you as much information as possible including meter readings and supply dates. They'll be unable to take any action on the account as this now needs to be initiated by Lowell. Hope this helps point you in the right direction bitemarx. Malc
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