One of the UK’s Big Six energy suppliers, E.ON, has been the subject of criticism and frustration on Twitter. With the platform being open, people tweeting about their bad experience for everyone to see has encouraged more E.ON customers to follow and air out their grievances.
While there are plenty of complaints on Twitter to fill several pages of a book, E.ON has also been receiving backlash from users on Facebook.
Complaints groups and irate comments on the company’s official Facebook page has people wondering whether E.ON is taking notice of the issues that people have been airing on their social media pages.
On 30 July, a customer named Pam Neill took to Facebook to express frustration about her E.ON services. She stated that although complaining on social media is not typical for her, the bad customer service she has been getting has led her to post.
After several telephone conversations and emails to inform the complaints department about a faulty smart meter, Neill said that the replies via email have stopped and that all promises made by the representative were broken. She further added that she would have to escalate the issue to the ombudsman unless they find an alternative solution to her smart meter woes.
E.ON has since replied, asking for the customer’s details, but this developing story is yet to receive any resolution as of writing.
Yet another complainant by the name Jane Hedge, a NHS nurse,was posted on E.ON’s page regarding her case. She relayed that she switched to Igloo from E.ON two months after transferring to a new property. She contacted E.ON to settle outstanding costs before the switch but found that she was overcharged for £220.10, covering 34 days of gas and electricity use. After raising the concern, the bill reduced to £139.28, which was based on estimates.
Hedge maintained that she sent the necessary meter readings, and suffered from a broken boiler for two days, and lack of working gas cooker until a few days after she switched. She has appealed her circumstances but to no avail.
On 21 June, Hedge sent a written complaint and was advised to wait for a call from a company representative. However, no call came in since she mailed the letter, even though she provided every detail that the firm asked of her. She also aired exasperation about E.ON sending her details to a debt collector and getting charged £20 for the collection.
Hedge, being on the front-lines of the pandemic, expected better service, but all she received was stress from dealing with the company’s troublesome customer service.
Upon visiting E.ON’s Facebook, visitors can immediately notice the well-curated page filled with media and posts that highlight the company’s range of services. However, a closer look at the posted videos shows several comments targeted on expressing frustration and even hate for the firm.
For instance, several people have commented to say they cannot access the website nor get a hold of a customer service representative via call or chat. One customer even alleged that the firm is perhaps short-staffed, which is why it’s harder to contact them these days.
Add to that the fact that hate groups and pages have been made to target E.ON, which does not bode well for the company. While energy suppliers are working to improve their services to satisfy customers, the number of E.ON clients complaining on social media does not paint a pleasant picture for the company.
Customers shopping for better deals in the market would only have to take a look at the complaints received by E.ON on Facebook and Twitter and find that they might do better to switch to a different energy provider.
Consumer have aired that E.ON should do all in their power to clean up their act and respond to people, whether online or by phone.
Showing people that they listen to the complaints could have a positive effect on their image, which is mostly tainted these days with grievances posted on various online platforms.