electric company problems

kring

Hello,

Back in January we got a bill from our electric company. It had an estimated reading on it, which was 2000+ over the actual reading.We've been tryin to tell them that the bill is wrong and we don't want to pay until theyve sent us a correct bill. We've sent them meter readings covering the months since January and still we've not been sent a correct bill. I want to change supplier to a cheaper company anyway and I have been wanting to do this since January. I don't know what else I can do. I feel like this company are going to just put off admitting they are wrong until my meter reading reads the amount on the bill, by which point they will say i have used more. Can anyone help!

Thanks
Keely

dogshome

Hi kring - As often reported here, the smaller or middleman suppliers, and on occasions some of the Bi6 6, can be very tardy on customer service, but whoever you are with put your complaint in writing ,carefully list the correct reading for the 'Estimated' one in Jan and all those you have taken since.

The particular reason for doing this is to establish a firm and unchallengeable base for the Meter Reading on the day you Switch.
To get the best info. from the Switch sites, add up your use over the last year in Kwh, ( This the same as the meter units) and enter this onto the Switch Site pages - If you enter your annual cost the answer will not be accurate.

From your post it appears that you are paying your bills by cheque on reciept of the bill - Tariffs where you pay by monthly Direct Debit with Online billing are much, much cheaper
All the Best

undaunted

Unfortunately Keeley if you have a bill outstanding (estimated or not) for more than 28 days they will probably just object to your transfer request.

I agree you should put your complaint in writing & if it has been going on since January without resolution, you have provided accurate readings etc then you could also make a complaint to the Energy Ombudsman if you wish.

It may stand you in good stead to calculate what is actually due and pay that sum in the meantime.

Good luck.

spiro

undaunted wrote: »

It may stand you in good stead to calculate what is actually due and pay that sum in the meantime.

I agree, use the old bill, substitute todays reading for the end reading used in that bill and recalculate what is due today. I would include a cheque for the amount you believe is now due along with details on how you calculated it with your letter of complaint. This will indicate to your supplier that you are not just trying to defer paying the bill.

kring

Hello,

Me again. I've been writing to them as I've had problems in the past where I've had people tell my partner and I not to worry, ignore the bill and a recent one will get sent out.

Quick update. E-on have sent me another bill. They have taken a reading (apparently, but whoever took it can't read). The reading theyve taken is lower than their estimate reading, but is still higher than the actual reading. They're still saying I owe the amount on the last bill, even though the estimate was wrong, plus extra on top. I can't afford to pay anything at the momment. My partner and I are splitting up and he's moving out, but he's not given me a date and in the meantime I'm looking after my one year old and struggling to find money for food, let alone a electric bill.

How do I go about making a complaint? I'm going to see the CAB next week (that was the soonest I could get an appointment) but I just feel like whatever I do, E-on are just not going to be helpful or even listen. I'm feeling so stressed out and sad at the momment, this is the last thing I need

Thanks
Keely

Premier_2

Eon complaints procedure
http://www.eonenergy.com/At-Home/Contact/Complaint/

But you can't use this to avoid paying what you owe.
As spiro has already said, calculate what you think you owe and pay them that to show you are not trying to avoid payment.

If the reality is that you actually just can't afford to pay anything (that is what you said), then you really should contact the supplier to discuss this as soon as possible. The contact details are on the bill. The earlier they are aware of a problem, the earlier they can help you.

Former_E.ON_Company_Representative:_Malc

Hi Keely

I'm sorry you're having so many problems sorting out an accurate bill.

Now we've actually read the meter, it sounds as though the dispute is between the readings we have taken and what you believe they are.

Have we read the correct meter? Check your Meter Serial Number matches the one on the bills we have sent.

Might be an idea to take a photograph of the meter with the serial number and reading both in the frame. Send us a copy of this.

As others have posted, raise this as a complaint. By all means put this in writing. However, as Premier says, the earlier our complaints team know about this, the sooner we can start to help. There is a phone number on your bills which will put you directly in touch with our Director's Office.

Whilst there is an open complaint on the account, all debt follow up will be suspended whilst the circumstances are investigated.

Once we have agreed the correct meter readings and issued an accurate bill, we will be happy to set up a payment arrangement to spread the outstanding balance over a more manageable period.

Hope this helps point you in the right direction Keely. Give me a shout if I can help further as will be happy to do so.

Malc

dramarama

I have just called EON to settle my final bill. I was receiving automated phone calls from debt collection agencies?!! So stressed out, I'm actually shaking . I've tried to complain over the phone but I get fobbed off...doesn't help I'm nearly in tears! We changed providers over a month ago and apparently due to some c*ck up on our part the reading were out of sync...doesn't help me & partner are pretty much number dyslexic. :mad:

I thought I had settled the final bill....phoned up to see if there's any rebate due as I thought the amount was pretty excessive and turns out we were in debt!! No word from the company for over a month so I thought it may have been a glitch...then I get the final payment letter...booo!

Only lesson I've learnt is to not take all this bullying I will be writing a formal complaint and looking into further action...for some people it's pocket money for others it means whether you can eat or not....grrrrrrrr!!!

Sorry for rant, I just hate being treated like an idiot by anyone.

undaunted

I can understand your frustration and hope you soon get things sorted out. If you've been able to change provider with a debt however you are relatively lucky - some companies would have objected & tried to force you to stay with them if you couldn't clear it.

Former_E.ON_Company_Representative:_Malc

Hi dramarama

I'm sorry there has been a delay closing your old account and that our agents have not provided an adequate explanation.

When you change supplier, it is the responsibility of the gaining supplier to send meter readings to the losing supplier.

This is to ensure the closing readings on the old account are the same as the opening readings on the new account; thereby making sure you are only charged once for the same usage.

From what you've said, I suspect there has been a mis-match between the readings both we and your new supplier are working to.

This will have resulted in what is known as an Agreed Reads Dispute being raised between the two suppliers. This can sometimes take about a month to sort out.

However, this automatically puts accounts into dispute and suspends debt follow up until it is resolved. Consequently, if I'm right, you should not be receiving contact from a debt collection agency. So, something certainly appears to be wrong.

You are doing exactly the right thing in raising this as a complaint. I would direct it to our Director's Office (contact details will be on your bills).

They will carry out a full investigation into the circumstances behind your issue and provide a proposed resolution. If, after 56 days, you remain unhappy with the proposal you can refer the case to the Ombudsman for a ruling.

It will certainly help speed up the process if you are able to provide meter readings when the account actually switched over to your new supplier.

If, at the end of the day, a balance remains outstanding, you can ask for a payment arrangement to help spread the debt over a more manageable period.

Again, I'm really sorry we have caused you so much frustration but hope this points you in the right direction. Give me a shout if I can help further as will be happy to do so.

Malc

dramarama

Hi Malc,
Thanks for your reply. I have provided my new energy suppliers with meter readings and I think that's where the problem is. I've sent a letter of complaint to the director's office today and am hoping for the whole thing to be resolved asap.

I'm mainly disgruntled with the way I've been treated, feels like I've been bullied in many respects!

I'll just wait and see what happens in the meantime.
Thanks,
Dramarama.