@PeterS I have had a look at this thread. Have you contacted our energy specialists about this matter over social media or Whatsapp? Even if for some reason we can pull the correct tariff for you. Let us know how you get alone. The team that deals with our email, are extremely busy lately.
Bennie
Helllo Bennie,
No I haven't contacted your 'energy specialists' by 'social media'. I do not use 'social media', nor have wish to use it.
Per what is promulgated on the eon.next website, I contacted eon.next by e-mail on 17th June 2022 and despite two hasteners, have not received any response what so ever.
Pretty appalling customer service I am sure you will agree?
Your e-mail team maybe 'busy' - well, so am I to be honest, so that is no excuse.
Hence, I have now submitted a formal complaint to the Energy Ombudsman.
Hi @PeterS, I totally understand where you are coming from. Of course social media is not a platform that everyone uses, this is why we have implemented new and different ways of getting in touch with us. For example Whatsapp. My advice is to still get in touch with our customer service as our team does their best to get in touch as quickly as they can. If the wrong tariff has shown up in your account, there could be an error in the system that needs to be resolved.
After submitting my evidence to the Ombudsman service, eon.next's response to the Ombudsman service included the following:
We are aware that when customers go online or view the tariff information it only displays a single rate tariff. This is something we are working on getting resolved, however in the mean time customers are more than welcome to reach out to retrieve the quotes in a different manner. I completely appreciate that we have lacked in our customer service where we have provided a tariff that is more expensive and said it was the cheapest. It was the cheapest 'fixed' option but not overall. We should have sent the customer a renewal quote based on the fact that he has an economy 7 meter and a dual rate tariff, however unfortunately I've checked the account and I cannot see that this has been processed either.
I was offered their standard £75 compensation.
I have responded to the Ombudsman stating it is not the compensation aspect that I am seeking.
I still have not been sent the correct information (either via the website or through the mail) in order that I can make a qualified judgement on renewal of my tariff from back in June 2022. The website still shows my tariff offers based on 2900kWh and still on a single rate tariff (as opposed to E7 which I am on).
My concern is also that if eon.next know about the problem with their systems (only offering single rate tariffs to E7 customers) why haven't they contacted the customers concerned (and how many more of them are there?). Particularly if those customers are on the priority service register (I am for physical disability reasons and deafness, but others may have learning disabilities etc and may not realise their renewal quotes are wrong).
I also don't see why I should 'reach out' to them in a different manner, bearing in mind I am recorded on the PSR for deafness and resultant problems using the telephone. Is e-mail and/or letter not good enough for them?
Personally I believe as this is a systemic fault on the part of eon.next, which three months later has still not been resolved, it needs referring to the regulator (OFGEM), but I am unsure as to how to do this?
How does one approach OFGEM to escalate this? They do not seem to be customer facing.
Despite making the initial formal complaint by e-mail, then sending a 'hastener' to unhappy@eonnext.com then a further hastener to ceo@eonnext.com I have not received any response what so ever (other than auto generated e-mail receipts).
So, it now being 56 days since I made the formal complaint, I will spend this coming weekend formulating a full complaint to the Energy Ombudsman.
I will keep you posted on how this develops.
i think you will find that Eon do not answer emails. That is my experience anyway.
i think you will find that Eon do not answer emails. That is my experience anyway.
They seem to respond to the Ombudsman though, which is the stage my complaint is currently at (see my previous post quoting their somewhat lamentable and admitting response to the evidence submitted to the Ombudsman).
Peter, you are well over the 8 week OFGEM complaint point. Eon should have sent you the relevant OFGEM complaint by now.
From the OFGEM website.
“Energy companies should write to you to tell you how to do this at eight weeks or when you hit a ‘deadlock’. This is when neither of you can reach an agreement.”
if they haven’t done this you have grounds for a further complaint
good luck and let us know how it goes. I have to wait another 2 weeks.
Peter, you are well over the 8 week OFGEM complaint point. Eon should have sent you the relevant OFGEM complaint by now.
From the OFGEM website.
“Energy companies should write to you to tell you how to do this at eight weeks or when you hit a ‘deadlock’. This is when neither of you can reach an agreement.”
if they haven’t done this you have grounds for a further complaint
good luck and let us know how it goes. I have to wait another 2 weeks.
Eon.next never got back to me witihn the 8 weeks after submitting a formal complaint to them. Hence, I have taken my case to the Energy Ombudsman, who are now investigating. I included the fact that eon.next never got back within the 8 weeks.
Eon submitted their 'defence' to the Ombudsman - basically as I posted above admitting their error(s) and offering £75 compensation.
I have made further response to the Ombudsman and a case handler is dealing with it.
For info, you cannot take a case direct to OFGEM - the complaint goes to the Energy Ombudsman after the 8 weeks, as per the OFGEM website.
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