Should I have to pay for E-on mistake?

dogshome

Hi Fedupcustomer - So it seems that many years ago, when E.on were advised of the installation of oil heating, they did indeed opt to adjust the Elec. billing by adding together the Day & Night readings on the ECO7 meter and charge the total at Standard meter rates.

Unscrambling this problem is way, way over the heads of Customer Service Desk staff and it does need a letter headed Complaint. This put's the matter into the hands of a specialist team who have to settle it within a specific time frame, and opens the door to the Ombudsman if you need him

Flibertigibit

A few months ago I had to query my bills as the night and day rates seem to have been transposed for the past year since I changed supplier, and they kept sending me amended ones, which was all confusing me. I contacted them (Atlantic) and their customer services were brilliant (best I've ever dealt with), the matter got sorted out and they acknowledged it had been their fault and let me off the extra £300 I should have paid last year (which included the awful weather in Dec 2009/Jan 2010. Now however I have a different issue as Economy 7 was in my flat when I bought it and I really didn't know how it worked, so assumed it would be ok. However, it isn't, as the heating is by panel heaters in each room which use daytime electricity, and now I have discovered that I pay even more for daytime rate than someone who is on a normal tariff!! Atlantic want me to keep records for a week (reading the meter daily) to see if I am using enough to justify the Economy 7. I'm pretty sure I won't be as all I do in the night is heat my hot water for an hour and a half and put a load of washing on about 3 times a week.

Premier_2

Flibertigibit wrote: »

...Atlantic want me to keep records for a week (reading the meter daily) to see if I am using enough to justify the Economy 7....

Why do they need you to do that? :huh:

They should have all the records they need from previous usage they have billed you.

And so should you. No need to wait whilst more data is collected; use the data you already have to decide.

Atlantic, being a trading name of SSE, means I don't think they will allow a single rate tariff whilst you have a dual rate meter. The good news is that I think they will change the meter for free if you would be better off on a single rate tariff.
But the earlier you decide what is best, the earlier you can get the meter changed if required and so the sooner you can save if you really would save on a single rate tariff.

Former_E.ON_Company_Representative:_Malc

Fedupcustomer wrote: »

Hi there

I hope this makes sense and that someone may be able to help?

I've been living in the same property for 15 years and all that time a customer of e-on (or eee-ooorr as I like to call them). I have always had my meter read by them and have always paid by direct debit. 3 years ago they came and changed my meter. They had also (2 years ago) changed my tariff to economy 7 without ever advising me. I do not have economy 7 - never had......I have always had oil.

last month it became apparent that they were charging me this economy 7 rate and worst of all the wrong way around (i.e. I was paying the lower rate instead of the higher one) so, to cut a long story short, I now owe then nearly £300 for the past years underpayment. (even though the guy I originally spoke to on the phone said "it was their fault so I shouldn't really have to pay...")

What gets me is they have calculated that charge based on the higher rate (29p per kwh). I don't think that is right or fair (the chap I am dealing with said "You won't win, whichever way you look at it and I can't back date/amend that tariff"). I'm really fed up - can they charge this rate? Is there anything I can do?

Thanks for any replies!

Hi Fedupcustomer

Sorry for the late reply and for the billing problems you've had.

From what you say, it appears the resolution we have offered falls some way short of your expectations.

In this case, I would do as dogshome suggests and raise this as a complaint with our Director's Office. Contact details are on your bills.

They will carry out a full investigation and give you an explanation of the reasons behind the incorrect billing. If you are still unhappy with our proposals you can, after 56 days, refer this to the Ombudsman for an independent ruling.

Again, I'm sorry we billed you incorrectly but hope this helps point you in the right direction. Give me a shout if you need any more info as will be happy to help.

Malc