Wrong meter point reference number

jalexa

hecate20 wrote: »

Jalexa, Eon have identified that they are not the supplier and never have been....

I wonder if this is "nit-picking". Eon opened an energy account with the customer, has billed the customer and (I assume) has received payments from the customer. I think that makes Eon "the supplier".

Of course I stand to be corrected but I am not convinced by your argument. I'm waiting for the Eon board monitor's contribution.

hecate20

Its not my point of view, I work for a supplier (not Eon). The MPRN is the supply, and the supplier is whoever is registered with XOserve for that MPRN.

jalexa

hecate20 wrote: »

Its not my point of view, I work for a supplier (not Eon).

In that case who am I to say your process description is not accurate.

However from a "consumer-centric" standpoint, ISTM that the the customer has in good faith contracted with a "supplier" (Eon) which has opened a customer account on the basis of name and address, I assume having checked the MPRN registration database, and then when subsequently discovers there is "a MPRN registration problem", discards the customer with a parting "here's your money back, you're on your own now, chum". Having made the original mistake.

Do I understand correctly?

eurmalian

The point is that E.On never took over the customers supply. They checked Xoserve, which is the MPRN database and took over the meter listed at the OPs address (lets call this Flat 1) there. It has since turned out the the information listed on Xoserve was wrong and they actually took the OPs neighbours supply (call this Flat 2).

Now, it may have been the tenant at Flat 1 who asked for the change and who's name is on it, but that doesn't change that the supply that they took over is for the gas at Flat 2. Everything that has been used on it was used by the tenant of Flat 2 and it is that person who owes the money. In this case, even though the tenant of Flat 1 has been paying towards the bills, they had nothing to do with the gas usage and have no responsibility for the supply. Due to this, Eon need to refund everything that the tenant of Flat 1 has paid and contact the tenant of Flat 2 to advise of the mix up and sort out what they are going to do about paying for their usage.

When this happens, the tenant of Flat 2 is likely to contact whoever they thought was their supplier, who will perform checks, discover that they were actually supplying Flat 1 instead, refund the tenant of Flat 2 their payments and contact the Tenant of Flat 1 for payment.

toad80

eurmalian wrote: »

The point is that E.On never took over the customers supply. They checked Xoserve, which is the MPRN database and took over the meter listed at the OPs address (lets call this Flat 1) there. It has since turned out the the information listed on Xoserve was wrong and they actually took the OPs neighbours supply (call this Flat 2).

Now, it may have been the tenant at Flat 1 who asked for the change and who's name is on it, but that doesn't change that the supply that they took over is for the gas at Flat 2. Everything that has been used on it was used by the tenant of Flat 2 and it is that person who owes the money. In this case, even though the tenant of Flat 1 has been paying towards the bills, they had nothing to do with the gas usage and have no responsibility for the supply. Due to this, Eon need to refund everything that the tenant of Flat 1 has paid and contact the tenant of Flat 2 to advise of the mix up and sort out what they are going to do about paying for their usage.

When this happens, the tenant of Flat 2 is likely to contact whoever they thought was their supplier, who will perform checks, discover that they were actually supplying Flat 1 instead, refund the tenant of Flat 2 their payments and contact the Tenant of Flat 1 for payment.

Eon has again advised me that they will be refunding 2 years for the amount they have charged me on my meter which I did a burn test on. They have incorrectly used the wrong meter and MPRN numbers but taken the right readings from my meter.They have told me that whoever has the the supply with that MPRN number may only back charge me for 12 months.Therefore the rest has to be written off under the industry code.I have also spoken to my new supplier EDF and they confirm that to be the case.I understand that this happens from time to time with new builds.

E.ON_Company_Representative:_Helena

Hi toad80,

I'm glad this is getting sorted out for you.

This sort of thing can happen with new builds and it sounds like a typical case of E.ON billing you as we had the incorrect MPRN.

As you have said you will now receive a refund for the money you have paid E.ON and you can use this to pay your correct supplier.

Helena

toad80

E.ON_Company_Representative:_Helena wrote: »

Hi toad80,

I'm glad this is getting sorted out for you.

This sort of thing can happen with new builds and it sounds like a typical case of E.ON billing you as we had the incorrect MPRN.

As you have said you will now receive a refund for the money you have paid E.ON and you can use this to pay your correct supplier.

Helena

My understanding from EON is that this is a basic billing code issue and that my liability is to pay the correct supplier for 12 months of usage?

dogshome

This type of problem occurs quite often and the industry deals with it, not by regulation, but by an agreement amongst themselves that the customer is always passed back to the original supplier - It's a bit like the insurance industries 'Knock for Knock' agreement that saves money by not getting involved in arguements.

The problem is that the innocent customer who signed up for what they thought was the best Tariff/Company for them, though they are given their money back, are moved on to another supplier who will send them 'Standard Tariff' based bills, which even though the charges are for the same use will cost the customer more money than they got back.

I am surpised that E.on have said, (only verbally?) that this incoming supplier will use the 12 month back-billing agreement to lose all the charges for the 1st year - It's true that more than 12 months have passed, but, this agreement requires the customer to prove that they made efforts to get bills,
which toad80 cannot possibly have done, and from my readings of this forum, there have been no reports of E.on giving away revenue when they have been on the recieving end of this problem.

Best advice to toad 80 is to write to E.on confiming the conversation and pursue them if he does not get the "12 month only" billing deal from the new supplier.

toad80

dogshome wrote: »

This type of problem occurs quite often and the industry deals with it, not by regulation, but by an agreement amongst themselves that the customer is always passed back to the original supplier - It's a bit like the insurance industries 'Knock for Knock' agreement that saves money by not getting involved in arguements.

The problem is that the innocent customer who signed up for what they thought was the best Tariff/Company for them, though they are given their money back, are moved on to another supplier who will send them 'Standard Tariff' based bills, which even though the charges are for the same use will cost the customer more money than they got back.

I am surpised that E.on have said, (only verbally?) that this incoming supplier will use the 12 month back-billing agreement to lose all the charges for the 1st year - It's true that more than 12 months have passed, but, this agreement requires the customer to prove that they made efforts to get bills,
which toad80 cannot possibly have done, and from my readings of this forum, there have been no reports of E.on giving away revenue when they have been on the recieving end of this problem.

Best advice to toad 80 is to write to E.on confiming the conversation and pursue them if he does not get the "12 month only" billing deal from the new supplier.

I have now spoken to BG the correct supplier and they have told me that I will not lose out financially which sounds reasonably fair to me.

lemontart

perhaps a daft question but did the correct supplier for your property as registered with the national data base not contact you at least to say sorry you are leaving when you registered elsewhere or to welcome you as the new occupier when you moved in?