What a mess!

Lizzie75

Hi all
Wonder if someone can advise me on how to clear up a big stupid utilities bill mess!

I live in a new built flat and when I moved in, there was some hassle trying to find out who my electrcity and gas suppliers were. I eventually found out it was British Gas but as they were most expensive at the time, I switched to Eon and since November, have been paying them a direct debit each month of £55, which was more than adequate for my light usage. I received an update from Eon a few weeks ago, saying my account was in credi tby about £40, so I made a mental note that I should probs ring them and reduce my monthly DD.

ANYWAY, as I cleared everything up, I received a final gas bil from British Gas (which I paid) and then an interesting phone call from their customer service people. They said they had failed to find out who my electricty was supplied by (I don't understand how this works) and that after several months of trying, they'd decided to call it a day and close my account, with no charge. I was pretty pleased, as you can imagine.

Anyway, today, after all that, I get an eleccy bill from British Gas for over £200. What, I think to myself...but I switched to Eon in November and I'm paying a direct debit...how come BG want money off me too? Anyway, this has turned into a massive pickle because when I checked my Eon account online, it appears they have not switched me over at all, as they too are having trouble finding out who the supplier is...and now British Gas, having previously said they'd closed my account, are now demanding £200 upfront in 5 days or they'll send the debt collectors around!

Seems to me that I'm the one caught in the middle here. Firstly, BG told me they'd closed the account and I was naively assuming that because I was paying Eon, they were in fact supplying my leccy!

Absolutely no idea where to start in sorting all this out. I do now see on my Eon account that I am in fact £157 in credit to them....which would go a long way toward paying the BG bill...but what are the chances of Eon handing over that cash ASAP so I can pay BG....and also, why should I pay BG when they told me they'd closed the account and the matter was brought to a conclsion?

What a mess! Hoping someone can advise....and I do hope this babble makes sense!

Mike_by_the_Sea

Hi Lizzie

What a tale of woe, you poor thing.

I think your best bet would be to contact consumer direct (previously energywatch) for advice, the link is

http://consumerdirect.gov.uk/contact

They should be able to help with the process.

Good luck

Mike

Vestra

Do the meter serial numbers tie up with the bills.

Magentasue

Lizzie75 wrote: »

...and now British Gas, having previously said they'd closed my account, are now demanding £200 upfront in 5 days or they'll send the debt collectors around!

Seems to me that I'm the one caught in the middle here. Firstly, BG told me they'd closed the account and I was naively assuming that because I was paying Eon, they were in fact supplying my leccy!

Absolutely no idea where to start in sorting all this out. I do now see on my Eon account that I am in fact £157 in credit to them....which would go a long way toward paying the BG bill...but what are the chances of Eon handing over that cash ASAP so I can pay BG....and also, why should I pay BG when they told me they'd closed the account and the matter was brought to a conclsion?

If Eon were your electricity supplier, this would clearly be shown on your statements. So, why should you pay BG - because you've used the electricity and owe them the money?

If you are truly in credit with Eon (with accurate readings rather than estimates), they should be prepared to refund most of your credit balance and adjust your DD to a twelfth of your projected annual bill. Ask them.

You must also contact BG and make an offer. If you know you're getting the Eon refund, you could, perhaps, pay the balance and promise the rest. Otherwise, negotiate repayment before the pass the debt on.

Former_E.ON_Company_Representative:_Malc

Hi Lizzie

From what you have said I suspect there may have been a mix up with the meters in your property. :sad:

With new builds details of meters, plot numbers and addresses are sometimes sent through incorrectly by the builders. If this is the case the wrong meter details may have been attached to your property from the beginning.

As already posted, check your meter serial number (it is on the front of the meter).

Have you had a statement from us yet? If so, check the meter serial number quoted is the same as that on the actual meter.

Also, did your BG bills quote the same serial number?

Give us a call so we can pinpoint which property the meter belongs to. There are processes in place that allow us to make the necessary adjustments to correct these mistakes.

If we are not your supplier all the money paid to us will be refunded.

Hope this helps.

Malc

Lizzie75

Well, thanks for the advice...but the plot thickens. After getting the gas bill from British Gas, I explained the whole saga in a letter and said that firstly, they needed to create one account for me and that they needed to supply Eon with the relevant MPR so that the switch could be made. I also suggested they consider compensating me for the hassle and time wasted trying to sort this out. :-) I haven't heard back from them yet....but then on Tuesday, I get a letter in the post from Eon saying 'Sorry but we have accidentally switched your electricty supply, while transferring another customer and we are now transferring this back to British Gas where it belongs'.

WHAT??? I don't want them to transfer me back...I'm trying to transfer to them. Anyway, I was really tired after a stupid day at work so I figured I'd deal with in on Thurs...and then lo and behold, on Thursday, I get another letter from Eon, saying 'Welcome to Eon. This is to let you know that we're transferring your electricity and this will take effect from May 12'.

I rang Eon, spoke to a man who was clearly more confused than me...his best guess is that I should never have received the first letter....and yes, he agrees that I should have been switched over in September 2008, when I first asked to be. I want to bang head on table!

All I can say is, think carefully, think very carefully before switching! I've rarely encountered something so stupid, time consuming and irritating.

Maybe next week it'll get sorted...in the meantime, I've told British Gas and Eon to sort the stupid thing out between them and not bother contacting me until it's done.

Former_E.ON_Company_Representative:_Malc

Hi Lizzie

Really sorry you are receiving conflicting letters from us.

It sounds as though there may be other properties involved in this mix up. This can happen with new builds.

Should this be the case a specialist team needs to take a look. This is may be why the person you spoke to was not sure how to advise.

Need to know your meter serial number. If you can let us know we can start to make meaningful enquiries as to what is going on.

Again, sorry for the confusion but once the right people are involved we can sort this out.

Malc