Ongoing E-on issue - not resolved after 2 years

Dizzyduck

Just want some advice.
I moved into our new build approx 3 years ago and initially we were which n-power. I changed to E-on (Powergen) because of the poor customer service from n-power but I have found E-on to be just as poor.
I have dual fuel with the company but since we changed we have not been billed for gas due to the wrong information initially supplied by the gas installer.
I have phoned numerous times asking for some resolution as I don't want to be landed with a huge bill - the person I have as a contact generally fobs me off - blaming the original installer and now I have been refunded £700 which would have paid off some of the gas once they sort it out.
Surely 2 years is an unacceptable lenght of time to resolve a known issue (apparently there are a numer of properties affected).
Any suggestions as where to go now as customer services are not taking responsibility.
Also I thought dual fuel DD came with a reduction? are they likely to take that into consideration if they ever sort out the gas supply issue?
TIA

spiro

Write a letter to their complaints department detailing what has been happening and also list when you have contacted them to resolve the issue. Point out that this issue has now been going on since xx/xx/xx and that since they have failed to bill you, you expect the Billing Code to apply and only expect a bill going back 12 months.

E.ON_Company_Representative

Hi Dizzyduck,

Sorry to hear of the problems you are encountering, I hope I can provide you with some assistance.

To clarify, since moving in 3 years ago (approx) you have not received a single gas bill, have you been billed for electricity by E.ON?

Have you been paying regular monthly amounts towards both fuels? If so is this why there was a £700 credit on the account?

Spiro raises a good point, there is a possibility that the billing code will apply in this scenario, and it’s extremely likely if there is a lot of evidence of you chasing a gas bill but still not being sent one.

Raising this with our Directors’ Office seems like a good move now, also you can email me via the address in my profile and I’ll see if I can get the wheels moving for you.

Brian

Dizzyduck

Hi Brain

Thank you for your response.
I was billed by N-power when I left them but since signing up for dual fuel with E.on I have never been billed for gas but regularly for electricity.
The refund was because the DD was to cover gas and electricty.
I will e-mail with info and hopefully get things moving.

E.ON_Company_Representative

Hi Dizzyduck,

I'll look forward to receiving your email.

Brian