E-On bill dispute - help please

Lally

I'm posting on behalf of my Mum.

She was a customer of E-On, moved briefly to NPower, and then back to E-On. E-on have her down as an erroneous transfer. She moved house in August and under the circumstances has chosen not to keep E-On as her provider.

When she went to NPower at the end of last year she was with them for (roughly) 6 months and she paid them ever time she was billed during this period. She then went back to E-on and it took her months to get rid of NPower.

E-On are billing her from the date she left them, not when she went back to them. They say this is correct and any money paid to NPower should be refunded by them. Only problem is that she shredded all her old stuff in the move and has no records of what she paid to NPower. They say she paid them nothing. She had an argument on the phone with them when she was trying to leave and she is convinced that they have screwed up her records on purpose.

She paid when each bill came in so sometimes this was with her card, by cheque, or in cash at the post office. So, she has a couple of payments showing on he rbank statement which shows at least that their records are wrong.

E-On are now asking her to pay a final bill of almost £400 and she is in dispute with them over this. They assured her that no letters would be sent asking for the money until the matter was resolved, and then without notice they passed the matter to Utility Debt Services (who happen to be part of E-On)

Consumer Direct cant help. Would there be any point in going to the Ombudsman?

Lally

Also adding to say that the final bill amount keeps changing, it goes up and down every time they write (by £5 or so each time) so she doesn't know why.

And, she was in her house from new for over 10 years and the meter reading got up to 4000 and in the space of about 3 months it went up to 7000. How can this be?

brysiewysie

Check all the meter serial number details and the meter point reference number matches to both Npowers and Eons details and the meter serial also matches the actual meter(s). I have seen several cases recently where Npower haven't got the right supply that's where the issue stems from. That may be the case here too?

Lally

will give that a try. the meter actually jumped up in the midst of the EOn bills but you never can tell.