electrisity knightmare (eon suplied)

P_W

Hello,

Im a project worker working for a housing charity, I have a client that is having problems with his prepayment electrisity and has been for some time. I have read a few posts on here and looked at the replies so have worked out a action plan to run through with the client. I have also seen that company reps have helped so i will name the supplier both here and in the title, its EON.



I would first like to say that EON have been as helpful as possible when i have worked with them in this matter.

the problem with the clients electric has been a ongoing problem since before i took on the job, and has never been resolved. the problem is that the client says they top up the credit and it will go very fast, but when EON have applied credit it will last much longer even though it is a lower amount.

I have asked my client to take meter readings each morning and night to see how much they are changing, and to also note down what is being used and how long, also about how much credit the meter is being topped up by and when.

Is there any other information that i should be taking down so we can get this matter sorted as its costing my client money they cant afford.

thank you
P_W

E.ON_Company_Representative

Hi P_W,

I’m afraid I don’t really understand this extract:

P_W wrote: »

the problem is that the client says they top up the credit and it will go very fast, but when EON have applied credit it will last much longer even though it is a lower amount.

How/why is E.ON topping up your clients prepayment meter?

The amount of credit being taken by a prepayment meter can depend on many factors. For example if your client isn’t topping up often enough and is using emergency credit, then the next time the meter is topped up the emergency credit is taken as is any unpaid daily standing charges.

Rather than just taking the meter readings, try to obtain the meter settings on a daily basis. This information is far more useful to us when investigating queries such as this.

Do you know what sort of device your client uses to put credit on to the meter?

Brian

P_W

Thank you for your reply.

EON topped up the credit on the meter when we phoned up as a friendly gesture.

one day my client will top up £15 and this will last say 3 days

but when EON topped up the meter with £6.00 it lasted about the same amount of time, with the client using the same electrial items.

it is a blue and red plastic key to top up.

so if i take a note of all the meter settings each mornin gfor a week would this be enough information for us to proceed with?

thank you

E.ON_Company_Representative

Hi P_W,

I think it’s most likely that the difference will be a result of the things I mentioned in the previous post, do you know if your client is repaying any debt through the meter?

If the E.ON top up was made when there was still credit on the meter from an earlier purchase, then nothing would be taken for old daily standing charges or emergency credits that had been used, and therefore it would last longer.

If your client has put £10 in the meter but for the previous 2 days had no credit and used emergency credit, then the £10 would straight away take the emergency back and take 2 days standing charge. Thus the £10 would be depleted quicker.

Taking daily meter settings will help us highlight any other issues that maybe causing this, so are definitely worth taking.

The prepayment key meter should have a total of 9 settings, use the blue button to scroll through the different displays and make a note of the information provided on each.

Hope this helps.

Brian