Help from a EON Rep please

tremar

I have a problem that maybe an EON Rep can resolve for me. I have gone through all the stages of the complaints procedure ending up with the Directors Office where someone called Douglas dealt with it but unfortunately he said that he had never come across this problem and was at a loss as to what he could do about it and suggested that I phoned the prepayment meter centre and see if I could sort it out with them but alas I failed.

Going back to 2007 I had a debt of just short of £1000 and agreed to repay that debt at £5 per week taken from payments made through the prepayment meter that was installed.

In July 2008 I found that I could pay a bit more another £5 per week but did not want to commit myself to £10 through the meter in case I could not maintain it. With the knowledge of the billing department I set up a standing order at my bank for the £5 per week directly to EON’s bank account, which they gave me and have maintained that ever since. All went well whilst the old billing system was in place each bill I got showed arrears carried over plus charges for that billing period minus the payments made, which were in excess of the charges because of the additional payments I made, which resulted in reduced arrears being carried forward.
The last of the old type bills showed the following:

Total charges including VAT = 2,042.04
Account balance from your last bill f on 3 June 2008 = 923.89
Total payments 2,590.00 CR
Account balance You owe us = 375.93

Then the new bill dated 21 Oct, 2009 in the new format arrived that does not show arrears carried forward and simply shows charges, payments and arrears showing on the meter after deductions of $5 per week taken from money put through the meter.

You made 48 payments - thank you
See the back for the details of your payments
£690.00 CR

You used 4077 units of Electricity
See the back for details of your usage
£447.33

The amount you still have to repay on your repayment arrangement
on 3 October 2009 is £565.15.
You have agreed to repay this through your meter. See the back for details of your repayment arrangement.

I have now stopped the additional payments because of the complications it has caused but the 78 payments of £5 totaling £390 need to be credited to the arrears on the meter balance.

Can you help me? PLEASE.

DVardysShadow

tremar wrote: »

I have a problem that maybe an EON Rep can resolve for me. I have gone through all the stages of the complaints procedure ending up with the Directors Office where someone called Douglas dealt with it but unfortunately he said that he had never come across this problem and was at a loss as to what he could do about it and suggested that I phoned the prepayment meter centre and see if I could sort it out with them but alas I failed.

You need to write back to whatever stage of the complaints process you were at and say that 'Douglas' rang you and suggested you take it up with the prepayment meter centre, which you did, but they did not sort the matter so 'Douglas' should get off his fat backside and do his job rather than mess you around by fobbing you off.

Write, don't phone. It is cheaper for a company to deal by phone, but basically if they start getting it into a mess, you should write.

E.ON_Company_Representative

Hi tremar,

I’d be more than happy to help you with this; you can contact me by email on the address [EMAIL="WebForumAdvisors@eonenergy.com"]WebForumAdvisors@eonenergy.com[/EMAIL] send me your details and I’ll look into this immediately.

I’m sorry this hasn’t been resolved as of yet, but I’m sure we can come to a resolution soon.

I look forward to speaking with you soon.

Brian

tremar

I would just like to express my deep gratitude to Brian the EON Rep who replied to my problem.

It has taken several months to try and rectify the problem through Customer Services and then the Directors office without success but Brian has sorted it all out within four hours of my contacting him.

Thanks Brian a real pleasure in dealing with you. :T :T :T