EON Prepayment Debt - I have no receipts

webwahm

Hi, I just got a call from EON about a debt of £118 for my prepayment meter, which I'd disputed.

It is apparently for Gas, between July and Sept 2010 and they want me to provide receipts of payment - if I cannot then I must pay up because as the woman told me it's my responsibility to keep those receipts.

The chances of me finding receipts from back then is slim, but on thinking about it, July-Sept being the summer months, I might not have even bought any Gas (only needed for boiling the kettle and showers).

So, presuming I didn't need to purchase Gas I'm happy to pay the 'standing order' charge for those 3 months...but that won't be £118, so where does the extra come from, when I'm only using gas for hot water and the kettle? My normal winter bill is £80 a month, but during summer I use hardly any so I tend to be 'in credit' a fair bit.

The only thing I can think, is that when I switched the reading was estimated so they think I used more? Do these companies really not have a record of our usage, without physical meter readings?

I'm happy to pay anything I genuinely owe, but I need to be satisfied that I really do owe this much which I find doubtful as per the above summer thing.

I've got 5 days, and a lot of paper-digging to do, as well as try get the meter readings involved here :-(

But, if there were no actual meter readings, how can I prove I didn't use this Gas (or EON, that I did?)

E.ON_Company_Representative:_Helena

Hi webwahm,

It sounds like it may be a case of missing payments/misdirected payments (but this is only a guess)

The easiest way to locate these is from numbers on receipts.

When did you change over to E.ON?
Did you use the payment device E.ON sent you to top up the meter?
Did you take the meter reading when you switched to us?

(sorry about all the questions )

There shouldn't be a standing charge to pay with it being a gas meter.

Even if you can't find any receipts contact us, we do have a misdirected payments department that should be able to help with this.

If you need any more info from me, just ask.

Helena

webwahm

Hi Helena, thanks for that. I have a couple of questions but in answer to yours...

When did you change over to E.ON?


Did you use the payment device E.ON sent you to top up the meter?
-->As far as I know yes, although maybe I used one from a previous EON account? This is another possibility.


Did you take the meter reading when you switched to us?
-->No, I can't physically get to the meter so it would either have been estimated or taken by the new provider. This is what I need to find out.

So, my questions are...

1. Is there any way to get ALL historical meter reading data for my gas supply? I know the companies use something to work out estimated yearly consumption but can consumers see it too? Surely I don't have to ring each supplier up to find out?

2. When EON tell me I have 5 days to respond, is that 5 working days?

I still think this is a case of 'not needing gas' and therefore not buying any extra, just using up credit stacked up over previous winter months - data from the met office shows the weather wasn't exactly cold in August/Sept so the heating wouldn't have been on.

I just don't accept that I used £118 worth of gas in those few weeks in Aug/Sept when my winter payments are £80 a month.

Thanks

spiro

webwahm wrote: »

Did you take the meter reading when you switched to us?
-->No, I can't physically get to the meter so it would either have been estimated or taken by the new provider. This is what I need to find out.

You say gas is a ppm so how the **** do you top up the meter if you "can't physically get to the meter"? :huh:

E.ON_Company_Representative:_Helena

Hi webwahm,

I have to agree with spiro, how do you top up the meter as you can't get to it?

I really think in this case you need to speak to the Pre-payment department at E.ON and ask for more details on the debt.

This could be to do with the account only having estimated readings, as you can't get to it to read it.

You may have also used a previous tenants payment device, so the payments have gone to another account(this could be the reason they are asking for receipts).

I just can't say for sure, the pre-payment department will have far more information and should be able to get this sorted for you.

If I can help any further, just let me know.

Helena

webwahm

I can't get to the meter "to read it"...the meter is on the floor right under the bottom of the stairs, facing the wall. To top it up I can just about reach to put the card in and wait for the beep. If nothing happens I press the button till something does.

When the guy comes to read it he has to get into the space on his stomach with a torch.

I wasn't using another tenants card as it's my house. I maintain I did not need the gas so I didn't buy any, and had enough credit left for the bit I did use.

But nevermind, I'm taking legal advice on this as I'm getting nowhere with EON or their Utility Debt Services, and the places I'm going to say 'do not ring' and to get everything in writing.

spiro

Have you raised a 'complaint' in writing to EON? This is the 1st stage if you have an issue with a supplier.

If the meter is facing the wall speak to EON about getting it moved, even if this is turned round so that you can read it and see the display. I think there are obligation about access to a meter especially if the meter was installed with the stairs already in place and not that you have moved the stairs and caused the problem yourself.

webwahm

Yes I raised a complaint last week, after them previously telling me not to worry about it and then sending me to their Debt Collection Agency.

The upshot of the complaint was the original call to say I was using gas because the meter readings said so, and if I can't provide the receipts to show who the money went to then I will be liable for the £118 and they will proceed with Court Action.

I sorted all my bills, got all the info together and then rang EON for some missing bits...and lo and behold I'm told to "disregard" the bill and they'll re-issue one showing I owe nothing.

The chap at EON was very helpful, far more so than the EON complaints woman, which is ironic. He told me everything, all the ins and outs of how it was all investigated (even said it didn't look right just from the amount of the bill versus the time span of a few weeks, especially considering it was summer - hurrah!) and to ring the new supplier to check the meter readings, and he'd ring me back.

EON were using a higher final reading than Southern Electric had given them.

All that hassle, stress and time (on both sides) and that's all it took to sort it???

I shall write and tell them how 'Zak' was very helpful and should be given extra biscuits on his break! :T

(That said, they told me before not to worry about it and this is where it ended up)

...and I might just enquire about turning the meter so it's more accessible, thanks! I asked earlier about getting rid of the PPM all together but it will cost £52 per meter.

E.ON_Company_Representative:_Helena

Hi webwahm,

Sorry I didn't reply again sooner, I have just got back in the office.

I'm glad to hear you seem to have got things sorted and thank you for the feedback, I can also pass this on for you.

We do actually have a department that deal with minor meter moves, it may be worth having a chat with them, as you can't see the meter reading.

If you need details just let me know.

Helena