Eon! Someone please explain this!

maridunn

Can someone help me understand?

My husband and I moved into our 1 bedroom flat in Dec 2007 and up until Feb 2008 we were on a credit meter. We had a debt owing so my husband decided that it would be better if we switchd to a pre-pay meter so we knew what we were paying every week/month etc. The debt was set to be repaid at £5.00 per week, which we have since cleared.

Since we became clients of EON we have had non-stop problems with them in 2 areas. Firstly they keep changing the address on our bill, despite us telling them time and again that we do not live in Flat 4 and never have lived in Flat 4! Our meter serial number is registered to our flat (Flat 2) and our account number is also for our flat. Every other statement we have had online has had an alternate address on it meaning I keep having to ring up and get the address changed, only for it to be changed again a few weeks later!

The second problem we have is with how much gas we are apparently using. I noticed on our online statement on 30th June (when I had to ring up again about the address problem) that it says we had a credit of £98.03 on our statement. I asked what this meant and it wasnt really explained to me. Could someone tell me what this means?

From Feb 2009 til June 2009 we paid £205 onto our gas pre-payment. I gave a meter reading on 9 Feb 2009 of 07420 and gave another reading of 07469 on 30 June when I spoke to someone about changing the address. The charges for that period on the bill are £50.86. The balance from the previous bill was £56.11. Take that off the £205 we had paid leaves the credit amount on the bill. I received another bill on the 1st July stating that all charges from 20 June 2008 had been cancelled and then amended and that the difference between the cancelled and amended charges was £2.59 which took the credit balance down to £95.44.

I contacted them again today to ask again what the credit balance means and I have since received a further bill after giving them an updated meter reading and letting them know how much is on our meter (£39.17 at the time I spoke to them).

Now this is the part I really dont understand. On 30th June I gave the meter reading of 07469. On 4th July they took an estimated reading of 07522. I gave them a new reading today of 07653. Between the 30th June and 4th July we were charged £20.82 for gas. Between the 4th and 14th July we have been charged £49.52 for gas. Can someone explain how 2 people and 1 baby who live in a one bedroom flat have used that much gas in 2 weeks, in the middle of summer and during the hottest week of the year? Our new bill now says we only have credit of £21.58.

Can someone explain all of this to me as it has gotten me completely confused and completely stressed and now planning a switch to a new supplier!

Having looked now at the Energy Tracker on my online account it is showing a huge hike in the amount of gas we supposedly used in June. In May the average kwh per day was less than 20, in june it says it was about 180! How is that possible????!!!!

Premier_2

1. I have no idea why they keep changing your address - only eon can explain that.

2. A credit on your account means that you have paid for more gas than you have currently consumed.

3. The reason for the minor revisions to the charges was probably due to price changes that occurred at the time.

4. Is the latest credit your account has of £21.58 been based on an actual or estimated reading? If it's been estimated, you should supply a customer reading if you want your account to accurately reflect what you have actually used.

5. You should be provided with a detailed bill/statement detailing how charges are amassed or revised. This should detail meter readings (indicating whether estimated or actual), the various factors used to convert meter units into kWh (in the case of gas), unit charges and any other discounts/charges that may be applicable to your account. If you don't have this, please ask eon to supply it to you.

If, having received this information you still cannot understand the detail (perhaps having tried to discuss it with the supplier), please post the information here and we will try to explain it to you.

Former_E.ON_Company_Representative:_Malc

Hi maridunn

Sorry you are having a problem with the address on your online account. Not absolutely sure why it keeps going wrong.

When changing address details there are a couple of areas on the computer which need updating. I would guess the agent changing the address may only be amending one of these. :think:

If it happens again give us a call and tell the agent both the site and account address need to be Flat 2.

Premier has already given good advice on the gas meter. I would agree you need to make sure the readings are accurate and not estimated.

From the info posted it looks as though there may have been at least one estimated/incorrect reading used between 9 Feb 09 and the reading given yesterday.

I would suggest asking for the account to be re-billed from the readings of 9 Feb (07420) through to yesterday (07653) provided you are sure these are correct.

This would be 233 units which is approximately 2595 kWh (assuming you have a 5 dial metric meter).

This averages approximately 17 kWh per day over the period. However, as part of this period was the tail end of winter the Feb-March usage would probably have been higher than later.

If a couple of readings were wrong and adjustments made later it would lead to the online tracker showing a much distorted picture of your usage.:eek:

Sorry maridunn, I am making an awful lot of assumptions here. I may be way of track so it is important you call us for a full explanation and if you are still unhappy ask for the call to be escalated to a manager until it has been explained fully.

Hope this helps a little.

Malc