lowell after old E.ON debt not on my file - sure i settled it years ago

[E.ON Company Rep: Malc]

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

[E.ON Company Rep: Malc]

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

[E.ON Company Rep: Malc]

Malc, I genuinely dont know:

 

What the heck is a Customer rights request and why should that mean anything to a person making a SAR request under the GDPR?

 

especially, What has that got to do with delaying the 30 day countdown from CUSTOMERS request to the response required under the GDPR - if thats what your post means?

 

 

My understanding is that quite simply you have to get back to the customer within 30 days of their request unless there is a good reason why not, and its my understanding that your internal systems or processes or desires is NOT a valid reason for any delay ...

 

More than happy to be enlightened regarding this ..

 

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

[E.ON Company Rep: Malc]

Theres no such thing as a customer rights request. Its a silly thing eon have come up with in order to frustrate and stall a legal request under GDPR

 

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

[E.ON Company Rep: Malc]

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

[E.ON Company Rep: Malc]

On 16/03/2019 at 10:12, bitemarx said:

Eon have still not responded to the SAR. 

 

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

[E.ON Company Rep: Malc]

On 01/06/2019 at 10:06, bitemarx said:

 

Is there an email address to for complaints?

 

 

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