Terrible company with inefficient customer service

1.4 / 5
11% of users recommend this
  • Value For Money

278Prater's review of EON Gas & Electricity - www.eon-uk.com


“Terrible company with inefficient customer service”

Written on: 07/07/2022 by 278Prater (1 review written)

Dealing with E.ON is incredibly difficult. I have moved house twice in the past five years and E.ON (or E.ON Next) was the supplier at each property. These were local moves within the same village, in one case within the same block of flats. E.ON (or E.ON Next) was told both the old and new address every time as well as the appropriate account number. They were also given the closing meter readings at the vacated property. On both occasions, E.ON managed to make a complete hash of a simple house move. They carried on sending estimated bills and demands to the old address (which were redirected by Royal Mail) for periods after the move. In one case, a statement was sent to an address which was not even my address but the address of the agent employed by the owner of the vacated flat. E.ON’s so-called Easymove team actually complicated the matter unnecessarily by their apparent inability to understand that someone might move only a relatively short distance. E.ON continued to send estimated bills for the vacated property up to two months after the move despite having received meter readings. They failed to set up a new account for the occupied property during this time. Their staff give the impression in both telephone calls and written messages that they do not properly read letters/e-mails or listen to phone calls. You have to drill your way slowly and painfully through at least four people before you get to someone who will actually do something, usually at the first stage of their complaints process. Even then, they claim not to have received certain information but contradict themselves by referring to e-mails in which that information was contained. Despite this, they seem not to fully grasp the issue, even when it is relatively straightforward such as a move from Address A to Address B. The impression given by many of E.ON’s staff is of complete contempt for their customers and of poorly-trained staff who may be producing statistics which suggest they are dealing with customers’ concerns when they are doing nothing of the kind. E.ON will persist in phoning even after supposedly understanding that you have a disability which limits your use of a telephone and that you have asked for written communications only as a reasonable adjustment under the Equality Act. In fact, some members of staff will claim that they are unable to write and can only deal with customers by telephone. This is plainly untrue.

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