Help with Eon

space_rider

Best thing to do is ring them for a breakdown and write it all down. I think you can get a password reset but the website was down when I tried earlier. Tel number is 0800363363.

NoNameWoman

Hi Janz

I would ask E.ON to explain WHY the bill accumulated and what it is for. Put all correspondence with them in writing since you may need documentation for the future. This is important. Then if you can't resolve it with them, I would contact the Energy Ombudsmans.
This exact thing has happened to me with this company.

janz

Space rider I tried to get a password reset but it keeps saying username and email dont match, ive no idea why, I have the original email with my username on it and they email me at the same email I used to get the password reset! So i emailed and got an automated thing saying it`ll take 5 days for them to reply.

Nonamewoman Thank you, I did ask them why yesterday, on the advice of ConsumerDirect, but they just said it had accumulated over the years. Should I ask them for an explanation in writing? I have contacted the Ombudsman for advice today, and am just waiting for a reply.

Can I ask whether the ombudsman helped or resolved it for you?

Thank you all for your help, I really appreciate it.

janz

Thanks NoNameWoman. How did you manage to leave? They said they wont let me until the arrears are cleared.

I offered to pay the arrears by direct debit but they still wont let me leave. I know I could save a load of money elsewhere.

Thanks for your help xx

NoNameWoman

I gave my notice and filed a complaint. I refuse to use their services on principle. You need to take it to the Energy Ombudsman's. Just write to them and explain everything and see what they say. Did you speak to the Citizen's Advice Bureau?

janz

No I spoke to ConsumerDirect which is where the Energywatch website led me to ask for help, although Energywatch is no longer in existance there is still a website. However they werent actually very helpful, unlike Energywatch who always went out of their way to help the consumer before the government got rid of them.
I hope to hear from the Ombudsman as soon as possible, I emailed them yesterday, so hopefully I`ll hear from them soon. In the meantime I`ll ask for everything in writing today.
Did you need the Ombudsmans permission before giving them notice? I would love to leave Eon.
Thanks again

E.ON_Company_Representative:_Helena

Hi janz,

It sounds like no one has explained what has happened here.

There has been some good advice already, but I just wanted to try and help if I can.

It may be a catch up bill, this can happen if the account is under estimated for some time, then an accurate bill is produced, this can cause a large balance.

It may also be the fact that you have been using more energy than you have been paying for, therefore, building up a debt, if this is the case the Direct Debit should have been amended to reflect this before the debt got to £2000.

I would make sure you have gone through the correct escalation procedure with E.ON.

Helena

janz

Who is the person I should speak to, Helena? I went to the complaints department, I cant tell you how rude they are, I ended up in tears trying to explain that I dont even get that sort of money every month, They wouldnt listen, didnt care at all. I thought that the power companies were supposed to listen and help.
I spoke to them again today and they insisted that I agree to an extra £100 a month, even though thats more than my income, my family have agreed to help me out, but it just doesnt seem right, I feel bullied to agreeing to something I didnt want just to be able to sleep at night.
I did say that if I went to fueldirect they would only get £2.90 a week off the arrears and offered £50 a month instead but they wouldnt accept that. This is a complete nightmare.

E.ON_Company_Representative:_Helena

Hi janz,

They should not be rude to you, did they explain properly how this debt has built up? You need to ask to have your call escalated to a manager if the agent is not helping you.

A pre-payment meter is an option, this way you can pay for the energy that you use and then have some taken off the meter each week to pay back the balance. This will take longer to clear the debt, but you can pay less each week.

Helena

NoNameWoman

janz wrote: »

Who is the person I should speak to, Helena? I went to the complaints department, I cant tell you how rude they are, I ended up in tears trying to explain that I dont even get that sort of money every month, They wouldnt listen, didnt care at all. I thought that the power companies were supposed to listen and help.
I spoke to them again today and they insisted that I agree to an extra £100 a month, even though thats more than my income, my family have agreed to help me out, but it just doesnt seem right, I feel bullied to agreeing to something I didnt want just to be able to sleep at night.
I did say that if I went to fueldirect they would only get £2.90 a week off the arrears and offered £50 a month instead but they wouldnt accept that. This is a complete nightmare.

Janz , I hear you, they are very very rude and they don't acknowledge their mistakes. They should not accumulate your bill and I am sure that there are some rules about how long they can withold it.

Put your complaint in writing to a manager (send it by email/recorded delivery so they don' t lose it and also don't waste your phone credit ringing them, in my case they never kept records) give them this last chance to explain then don't waste any more time after that. If they don't acknowledge responsibility, then take it to the next step. The Energy Ombudsmans will need to see that you tried to resolve the issue with them first.

I just switched to another Energy company, no permission was needed. We buy their service, they don't donate it to us for them to prevent us from switching.
You seem like you are taking the right steps towards resolving it. Best of luck to you.