How far are EON allowed to back-bill under billing code?

CKW1

I've today received my first bill from EON after moving into a new build flat over 15 months ago!!

Upon moving into the property in November 2008 I completed the form given to me by the developer confirming the opening meter readings and also providing my bank details so that a direct debit could be set up for a monthly payment.

I have contacted them a few times by telephone since this time & also made two complaints about the fact that I hadn't had a bill and that no direct debit had been set up. Neither of these complaints were ever resolved, the latter complaint was made in December 2009 and I was told they'd finally set up an account and would be contacted to provide meter readings but they never called! Yes I appreciate I could have called them with these readings but they had always been so unhelpful when I contacted them and I had been told by someone at EON that under the billing code they could only charge me for the last 12 months.

I've now called them upon receipt of the bill and EON were their usual unhelpful selves! I explained that the estimated readings were incorrect and confirmed the actual readings (which were actually higher than the estimates) and asked them to send me a revised bill to cover only the last 12 months under the billing code. They then told me that under the billing code its 2 years not 12 months.

Can anyone advise me is it 12 months or 2 years? I searched for the billing code on the internet and on the energy retail association website it does clearly state that where the supplier is at fault they cannot back-bill more than 12 months. However the wording on consumer direct which EON pointed me to is more ambiguous "they should no longer bill for any energy used by consumers more than two years previously where the company themselves has failed to provide a bill. Energy companies are not expected to bill for any amount that dates back longer than a year."

The bill is going to be in the region of £400 which I really cannot afford to pay in one go (yes I know that I should have been saving money until such time that this bill would be eventually received). Will they let me pay this back in monthly instalments? I did enquire whether i'd be able to get the direct debit discount deducted from this amount but they said I couldn't - my argument being that I did provide direct debit details and it's not my fault they didn't set these up. I think i'll wait to see what the revised bill and will probably make a complaint but any advice anyone can give me would be much appreciated!

ALIBOBSY

I would read those statements as the same. They can only bill for energy used no more than 2 years ago and only for a total of one years worth?

I am sure others will be along to advise shortly.

ali x

Former_E.ON_Company_Representative:_Malc

Hi CKW1

Firstly, please accept my apologies for the unhelpful service and incorrect info you have received from us.

The Billing Code was first introduced in 2006 to deal with cases where energy suppliers are at fault for not sending domestic customers a correct bill for an extended period of time.

At first, the code prevented us from back billing for more than two years of energy usage from the date of the corrected bill. This was changed to 12 months in 2007.

Therefore, I can confirm the period the Billing Code covers is definitely now 12 months.

Not sure if I'm reading your post correctly but did you actually send us the form the developer gave you or give it back to them?

If you sent it to us and then followed this up by asking for a bill, which you have only just received, then I think the Billing Code route is certainly worth investigating.

However, if you returned it to the developer who then didn't let us know, the situation may well be different. This is because we are not at fault where we haven't been informed a property is occupied.

Until now, have we made no attempt to contact you at all during your time in the property?

I would suggest contacting our Directors Office (contact details will be on the bill) and ask for a complaint to be raised. This office will investigate the circumstances behind your complaint and are better placed than a call centre to advise whether or not the Billing Code applies.

Whatever the outcome, we will be happy to set up a payment arrangement to spread the payments over a more manageable period of time.

I'm sorry if I've misunderstood any part of your post and for the poor response you have received during previous contact with us. Hopefully, this points you in the right direction. Give me a shout if you need any more info as will be happy to help.

Malc

CKW1

Thanks for clarifying this Malc,

Yes the form was sent by me direct to EON and no attempts to contact me have been made by EON apart from following the two complaints I made.

I'll try the directors office but won't hold my breath as the previous two complaints didn't get resolved! In response to my first complaint I had an email advising that someone would call me back, I never received any call despite me providing my home, mobile and work numbers!

I did receive a call from someone following my 2nd complaint basically telling me someone would call me to take meter readings from me, I did get a call whilst I was at work but unfortunately I did not have the readings to hand and was promised a callback the next day so these could be provided. This callback never happened!

Thanks for confirming i'll be able to set up a payment arrangement, that will make things a lot easier!

Thanks again

Claire

Former_E.ON_Company_Representative:_Malc

Hi Claire

I'm really sorry your previous complaints weren't handled correctly. This is not acceptable.

The Director's Office deal only with complaints. An agent there will take ownership of your complaint and follow it through to a resolution. This includes escalating through to senior management if necessary.

If, after 56 days, you are not happy with the resolution proposed, you will be able to refer the matter to the Ombudsman for a ruling. The agent handling your case will advise how to proceed with this.

Again, sorry your complaint wasn't dealt with after the first contact but hope this helps you move forward.

Malc