The worst customer service experience I have ever had

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11% of users recommend this
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JustineRafferty330's review of EON Gas & Electricity - www.eon-uk.com

★☆☆☆☆

“The worst customer service experience I have ever had ”

Written on: 19/06/2021 by JustineRafferty330 (1 review written)

I had to deal with E.on as I bought a property that was supplied by them, I gave them my readings and the issues started when I tried to compare rates on their website. For some reason it had a very high expected usage of electricity but very low usage of gas so the monthly expenditure I was shown for comparison purposes was completely useless. When I spoke to someone about this they told me it didn't matter because I would be charged for what I actually used, they couldn't seem to comprehend that I needed to be able to compare their rates with usage that made sense. This caused me to switch from them. In the mean time I have been billed £339 which I thought was for 1 month of usage, they told me this was based on estimated readings which they couldn't update with actual readings because my account was being closed, I paid this anyway as I was being threatened with late payment charges. 2 weeks later they came back to me asking me to pay a further £38 for the same period. When I finally spoke to someone they told me the issue was that they used estimated readings because the previous owners didn't supply end readings, so they were charging me the £339 for 3 days of usage (?!?), the adviser realised this was clearly wrong and told me it would be resolved within 24 hours. Of course it wasn't and the next day I called again. I waited to speak with someone for 15 minutes, when I got through I was cut off and no one called me back. I waited a further 15 minutes to speak with someone again, they put me on hold, then asked to call me back after various time intervals, when they eventually did call back they assured me they had spent this full time fixing things, everything was 100% sorted, their was no 'hope' required because everything was fixed, they couldn't comment on their colleague who had promised everything was fixed even though it wasn't etc etc. It is now a further 24 hours later and my account is still showing that I owe money, it has not been resolved, and I am facing the prospect of having to call eon again on Monday. I have never experienced customer service as bad as this. I believe I have raised complaints, but I have never received reference numbers. Their attitude seems to be 'claim you have fixed an issue when you haven't so that you can close the complaint'. In all of this (at least 2 hours on the phone + time on the chat) I have received a meager £10 in compensation. That isn't really the issue, I just want you to resolve my problem and refund my money. AVOID EON LIKE THE PLAGUE

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