E-on today can E-off tomorrow. (Combined Utilities in general)

Member Name: yackers1

Product:	Combined Utilities in general
Date:	07/11/08 (129 review reads)
Rating:

Advantages: They are fantastic until you have an issue

Disadvantages: awful customer service, un-reasonable and unwilling to accept compromises

In the past I have lived in rented accommodation and every property I have lived in there has always been a clause in the tenant's contract stipulating that the tenant cannot change the utilities provider with express prior permission from the landlord and this has to be in writing. A lot of work for such little gain so I never bothered despite being with what is, so I have been told, one of the most expensive energy suppliers in the UK. I refer to e.on.

When I bought my first property, just over a year ago, the energy supplier was and at the moment still is e.on. Any problems I have had in the past have always been dealt with satisfactorily although I had always been on hold for over half an hour (although I found this the case with Anglian Water, the Norfolk County Council and BT) so I thought why change.

Well the reason to change arrived in last nights post. Whilst I have always had a credit balance on my combined gas and electricity account, and it is currently in credit by a substantial amount I have been told my monthly direct debit payment is to increase by 42.1% to £54 from £38.

To me the maths did not add up. I was in credit by £112.44 for the next quarter I would be paying £162 so my estimated bill for the next quarter is going to be nearly £275. This was ridiculous. My current bill is £103 for the quarter just ended. Whilst I appreciated it was now winter and it was going to be darker for longer and the temperature is going to decrease a quarterly increase of 267% seemed way off the mark.

Naturally I called e.on to discuss the matter. The operative confirmed that there had been two energy price increases in the year amounting to a total of around 40%. I quickly worked out that my next bill, at current consumption, would be around £145 so I would still have a huge credit balance.

The operative stated that it was now the "most expensive" quarter due to it being winter and that everything had been considered in the increase in monthly payment, including my current credit balance. The operative was very rude, condescending and spoke to me like I was an absolute idiot.

I disagreed with the estimated bill (I know I can minimise costs and actively try to do so and admittedly could probably do more) and suggested a compromise of keeping the monthly payment the same and leaving the credit balance and then reviewing the situation at the end of next quarter. This was turned down flat. I was told the payment would increase and there was nothing I could do about it.

I reluctantly accepted this and requested my £112.44 back. After all, this is my money in e.on's account earning them interest when it could be in my account working for me. I appreciate that it is not much but I am sure that there are thousands of e.on customers who, just like me, are running at credit balance as a result of being over charged on their monthly direct debits. The only reason I pay by direct debit is to take advantage of the savings, which after checking my bill amount to £2 per quarter. Is this really worth it?

I was told that my bank account will be credited within 5 - 7 working days. In normal circumstances transfers take 3 working days. I queried this and was told quite abruptly "that's how long it takes".

After the 40 odd minute conversation of putting my view across and with the outcome I was fuming. They had £112 of mine yet they still wanted to take even more when my estimated bill would easily be covered with my current payment plan leaving them with even more of my money. With the credit crunch biting times are hard and it is important to maintain a close eye on finances.

It was a few hours after, whilst in bed actually, that I thought more and more about the situation. I was only with e.on because:

1)I have always been with them (though not through my choice, until recently)
2)I have never had to change supplier and would not know how to
3)I have never had too many problems with them
4)My partner gets club card points

Now I have the choice to move and changing suppliers, as I have subsequently discovered, is not too big an issue. With the comparison sites it is quick and easy to compare suppliers and I can access reviews about each one on many internet sites.

As for the Tesco club card points, that was going to be a hard one to sort out with my partner, until I realised that we get 114 per quarter which amounts to very little considering the money we would be saving by changing to a cheaper supplier.

My mind was made up. I cancelled the direct debit immediately (you've got to love midnight internet banking - you all know my views on this!) and it was a great feeling.

The arrogant, unhelpful, rude, condescending e.on operator had just lost them a customer. If my compromise had been accepted or I had been treated nicely I would definitely have stayed, if not for the easy life of not having to search around for an alternative supplier. But c'est la vie.

From this I have learned that when you do have a 'proper' issue or complain e.on's customer services are diabolical. If e.on's training policy results in operatives like the one I spoke to then they really need to have a re-think. In addition, I have found out that e.on are definitely not the cheapest dual fuel supplier around and that there are far cheaper, and according to reviews better ones, out there. I have also learned not to be so lazy and content with current suppliers.

Rant over. Thanks for reading and I hope it has been of some use informing you of some of e.ons flaws.

On a finishing note, you'd have thought I would have learned to seek out alternative suppliers given my review on the internet and how it has changed my life. Maybe I need to update it for this experience.

Summary: Where did they get their bill estimators from? An increase of over 260% is ludicrous!!