Problems with E-on...can I just switch and leave them to sort it out?

oohmatron_2

Hi All,
Here is my problem with E-on:
In December 2010 I moved into my new build house. On moving in day I went round with the sales office person and we checked the serial numbers and took meter readings. These were forwarded onto the relevant suppliers (E-on for gas & elec, Severn Trent for water).
About 2 weeks later I got my first bill from E-on - £125!
I rang to query it and read out the a/c number from the bill. During the usual verification process (name, postcode, house number) it became apparent that my details don't match what they have - they think I am a different person on a different street around the corner....
They placed the bill in dispute and said they would sort it out and I would get a revised bill 'shortly'
I have rung them every month since and am getting nowhere - they still think I'm the guy around the corner and I still haven't got a bill over 7 months later....If I ever get a bill I bet they won't wait that long for me to pay it!
I was wondering if I should just switch? Set up with a different supplier who will have my correct details and take money every month and leave E-on to sort themselves out and send me a bill for what I have used (if ever) which I guess they will if I leave?
Or do I have to wait for them to sort it out?
Cheers

keith1950

Hi, if you are registered with EON, that is, this bill you received was in your name/address/correct meter serial number etc. then its a definate no, they will block the switch until its sorted.

However ,you post is slightly confusing when you say

During the usual verification process (name, postcode, house number) it became apparent that my details don't match what they have

Could you make it more clear if the account is in your name and for your address please and did the readings on the bill match the readings you had taken?

oohmatron_2

Hi Keith,
Thanks for the reply....
The bill is in my name and my address (Though to confuse things they initially had the plot number rather than the house number). As for the meter readings - the 'start reading' matched what I had but their estimated reading on the bill was off by about a thousand....
During the initial call to query the bill, the house number was corrected, I gave them an up to date reading and read them the meter serial no...what more do they need? As soon as I give them the customer number from the bill I'm back to square one with them saying I am someone else!

keith1950

Difficult one, best bet would be to ask to speak to a manager and try to escalate the issue.

However another possibility would be to pay part of the received bill so the balance is lower and then try a switch online.

If the name/address/serial numbers are correct then there is no reason that the switch shouldn't go through.

The process is totally automatic and any balance outstanding when the account is closed would be sent as a final bill or any credit would be paid via cheque to your name and address.

It may just be a glitch that would right itself.

If the customer number is wrong then as along as you end up only paying for your own useage it shouldn't be a problem.

dogshome

Hi oohmatron - Whilst I don't have any special regard for E.on, the core of this problem probably isn't their fault.

Somehow errors occured when the builders of this new house, (On an estate ?) mis-registered the meters for your address, and the errors are now locked into the records of each of the National Registry data bases - So if you move supplier they will also rely on the Central Registries and the problem will just re-occur.

Don't waste your time on the phone with E.ons Customer Service Desk, put the problem in WRITING and head the letter Complaint.
Errors of this kind take a while to sort out, so Email E.on monthly to keep them on the case.

Meanwhlie keep those opening meter readings in a safe place and put money away to meet the correct bills when they do arrive

Airmike23

Need to speak to new connections crossed meters dept at Eon. Not unusual for these problems to occur with new builds. Developer can often be tardy updating your gas transporters database and ecoes (electric meter database)with the royal mail address, rather than the plot address. As long as eon are billing you for the meters with your serial no's on, you are paying the correct gas and electric costs, the stuff about addresses etc is just admin that Eon can do what the developer should have done already.

Former_E.ON_Company_Representative:_Malc

Hi oohmatron

I'm sorry it's taking a long time to sort this out.

There's already a lot of good advice on here from other posters. In particular, Airmike is spot on about the area of the business you need to talk to.

The New Connections Crossed Meters section deal exclusively with these types of issue. In all probability an Account Manager will have been assigned to the development in question because I suspect there are quite a few other properties with similar problems.

Dogshome is also correct about the involvement of third parties like the national databases that all suppliers use. Each body will need to amend their records or problems will persist going forward.

I would call the team above and find out who has been assigned to your development. Deal with this person only as they will be best placed to tell you at what stage we're at. Ask them to keep you informed of progress on a regular basis.

Once the problem has been sorted and your account billed correctly, we'll be happy to set up a payment arrangement to spread the balance over a similar period of time it took to bring this to a conclusion.

Sorry again for the time taken. Give me a shout if you need any more info as will be happy to help.

Malc

oohmatron_2

Thanks everyone for the advice, I'll keep on at them.....