E-ON make me sick!!

messimoney

Apologies in advance for my frustration.

I moved into my property in April and discovered I was with E-On as I was at my previous address.

Previously I paid £100 a month for gas and electric. At the new house we had a pre-payment metre which I wasnt happy with, E-on assured me after 6 months they would remove it. So I paid £53 a month for gas and approx £60 for electric on the metre.

6 months down the line I contacted E-On regarding the removal of the metre and they wanted £50 to remove it!! On top of that, today I have received a letter advising me that my direct debit is being increased from £53 to £111 a month, even though Im in credit!!!

Ive given E-on reading for every month Ive lived in this house and I use approx £30 gas throughout the summer months.

It makes me sick that they think they can do this. I certainly wont be paying £111 a month that for sure. Off to find a new provider I think....

E.ON_Company_Representative

Hi messimoney,

When you moved in to the new property were both the gas and electricity on prepayment?

If so were they both exchanged at the same time?

Sorry to hear the Direct Debit has been increased, is this just the Direct Debit for the gas?

This increase will be a result of your current monthly gas amount not being high enough to cover your annual usage.

Has there been an increase to the electricity Direct Debit?

E.ON aim to ensure you have a zero balance come the review we do in the spring quarter.

So the current amount of £53 must not be enough to hit zero after the winter period therefore leaving you in arrears.

If this was the case the Direct Debit would need increasing in the spring to repay the arrears, increasing the Direct Debit now effectively means that come spring the balance will be zero and the Direct Debit will be changed to reflect your annual consumption equally over 12 months rather than having an incorrect Direct Debit for the next year.

The case of charging for a prepayment meter to be changed to a standard credit meter is perfectly normal procedure for E.ON customers.

Although it can be different in different circumstances, did you move from a property you owned to another you owned, or is it a move from one rented property to another rented property?

Brian

messimoney

Hi Brian

Thanks for your reply I have answered questions in blue below.

E.ON_Company_Representative:_Brian wrote: »

Hi messimoney,

When you moved in to the new property were both the gas and electricity on prepayment? Only electric is on prepayment metre

If so were they both exchanged at the same time?

Sorry to hear the Direct Debit has been increased, is this just the Direct Debit for the gas? £111.00 a month - just for gas!! There is no way in this world if I had my heating on all day, which I dont, I use 1hr in am and 1hr pm, plus water.

This increase will be a result of your current monthly gas amount not being high enough to cover your annual usage. Im in credit, therefore I will be covered, I paid the same last yr and didnt go over. I do however understand that charges increase.

Has there been an increase to the electricity Direct Debit? Its a prepayment metre

E.ON aim to ensure you have a zero balance come the review we do in the spring quarter.

So the current amount of £53 must not be enough to hit zero after the winter period therefore leaving you in arrears.

If this was the case the Direct Debit would need increasing in the spring to repay the arrears, increasing the Direct Debit now effectively means that come spring the balance will be zero and the Direct Debit will be changed to reflect your annual consumption equally over 12 months rather than having an incorrect Direct Debit for the next year.

The case of charging for a prepayment meter to be changed to a standard credit meter is perfectly normal procedure for E.ON customers.

Although it can be different in different circumstances, did you move from a property you owned to another you owned, or is it a move from one rented property to another rented property? Moved from rented to rented, the ladlord isnt happy either, he would rather it be removed. He wasnt happy it was installed by the previous tenant without his permission.

Brian

Thanks for your reply, it just seems to be one thing after another with E-On, they promise you the world then, just like the rest increase charges and generally take the mick. Think I'll be off to EDF.

E.ON_Company_Representative

Hi messimoney,

Just so you know, the normal procedure for someone moving from rented property to rented property is they will always have to wait 12 months for a prepayment to credit meter exchange, we would also ask to run a credit check, ask for a Direct Debit to be put in place and the charge of £50 would be required.

If you were advised 6 months then this would have been wrong as per the guidelines we should follow, but if you get/got the exchange then so be it. :j

Direct Debits are always an area in debate, and of course increases cause a lot of demand for us.

Without knowing the details or seeing the account I can't really give you an accurate answer to the increase, however if you raised this with us when we changed it, i'd expect you to receive a satisfactory and accurate response.

I'm sorry if this hasn't happened and overall I'm sorry that your expectations haven't been met.

Brian

messimoney

What really gets to me is that I live in a two up two down, I speak to other people with larger houses at home all day and they pay the same amount Ive been asked to pay for both gas and electric.

The response I got from E-On today when I called to query the rise was to call back tomorrow.

E.ON_Company_Representative

That isn't good enough, I certainly don't condone this level of customer service. :eek:

I suggest you write to the Director of Customer Service, by letter or email. The details are on the reverse of your bill, or on the website.

The complaints procedure is there for your benefit, use it accordingly.

It's likely that the DD increase is accurate (although I'm not in a position to say this accurately) and if it is then so be it, but the fact remains it should be explained to you so you can see why there is an increase.

I apologise for the problems you've had thus far, but I have every confidence that if you contact the complaints department this will be handled correctly going forward.

Brian

messimoney

How chuffed, just got my quarterly gas bill £121!!!! So, just like I told E-on, I wouldnt be using £111 worth of gas a month, just gutted now that I cancelled my DD, if I'd have continued to pay the £53 a month I'd still be in credit now! Ahh well, the fact that I was right all along makes me smile