Baffling Eon Meter Reading Antics

PressSend

In July, one of my meters was replaced by EOn. At the beginning of November, I was recently informed that Eon would send someone out to read my meters. I assumed they did so.

Mid-November, I receive a bill that is based on estimates - including an estimate for the old meter. The bill was double what it should be. I then called up Eon to ask what happened to the meter reading and accurate readings. They told me they'd look into it and send a revised bill.

The revised bill arrived and had an actual meter reading for the meter that wasn't changed and, unbelievably, an estimate for the meter that was changed. How can someone come out to read the meters but only take an actual reading for one meter and ignore the new meter?

EOn have estimated that I have used almost 600 units, but it's quite clear since a new meter starts at 0 units (not that subtraction is difficult), that I have only used around 180. I am just fed up of trying to tell them that they installed a new meter and should take actual readings for the new meter rather than estimates for a meter that has been removed.

I would like to know the best way to get my message through to this disorganised company because I seem to be being transferred around the departments ever time I call (the left hand doesn't know what the right is doing) and they haven't responded to my email. They don't want to know and they are happy to overcharge.

utility_csa

Write a letter of complaint to them.

Include a picture of the new meter, if you are lucky the meter fitter will have left a card with the old reads on.

Only way to get anywhere with most companies is written complaint, as much as its annoying the call centre staff usually have no power to do anything..

echoecho_2

A newly installed meter does not always begin from 00000. The important thing here is not whether it says 'actual' or 'estimated' but the actual meter readings themselves.

The engineer should have either left a card or a sticker on the new meter to say what meter reading the old meter was removed on and what meter reading the new meter was installed on. This is the essential information that will tell you whether there is a problem

If these readings do not match the readings for the meter change on your bill, lodge a complaint with eon. You'll be able to find their complaints procedure on the 'Contact us' section of their website.

This is silly really because this is exactly what the customer service person should have told you to do the first time you rang.

E.ON_Company_Representative:_Helena

Hi PressSend,

I agree fully with echoecho here, so thanks for this.

When a meter is changed we normally leave a card/sticker with the removed reads on from the old meter.

When billing the account, we would normally bill up to the removed reads and then from the new meter reads.

(as has been stated not all new meters start from zero)

If the readings on the bill have been estimated, you should have been able to just give us the accurate reads and we would re-bill the account.

We should have also received the info from the removed meter so this reading will be accurate as well.

You can contact me using the email address in my profile page with your meter readings and I will happily take a look for you.

Helena

bengasman

E.ON_Company_Representative:_Helena wrote: »

...If the readings on the bill have been estimated, you should have been able to just give us the accurate reads and we would re-bill the account...

So now it is the fault of the customer who should have corrected the supplier when they failed to keep adequate records? I think not.

My advice here ( it worked for me in very similar case where supplier "lost" the begin reading ):

Send an official complaint to the supplier by letter or email, and keep copy.

Do NOT call them.

Do everything in writing, email or snailmail, and demand all replies from the company by letter as this will make it much easier to prove their failings to regulator/ombudsman/magistrate.

Email the ombudsman with the supplier's failures, and makes sure you mention they are trying to shift the blame to you.

Please keep us informed of the progress, I have a strong suspicion that the main purpose of the "helpful" company reps is to stop getting their failures exposed on forums.

cottonhead

I too have had terrible problems with Eon. First we waited 6 months for a reading despite numerous requests. Then we had a crossed meter reading problem spanning months. Was sent a bill for £1500 - we have a 1 bed flat ! Then we had several incorrect readings as the digits were read the wrong way ! After 6 years of constant incorrect bills and bad customer service I left Eon. A few mistakes is fine but I had some really rude advisors telling me not to use what I couldnt afford to pay and forcing me to have a meter installed. At one point I was told the minimum I could pay would be £120 a month just for the electric. They refused to believe that was odd for such a small house.
Anyway I would write and explain and give them a chance to sort it. - Keep accurate records in case of future problems and read your own meter and submit the readings. Our bill was always adjusted when I did that - once by over £600 ! If its not sorted quickly and once and for all leave and go to a new supplier.

PressSend

I believe my problem may only have been sorted by posting on this forum. My email and phone calls to the company were getting me nowhere.

I thank the company reps here for fixing this problem and opening the channels of communication.

I have yet to receive my new bill through the post but have been told that it will be £6 instead of the £160.

E.ON_Company_Representative:_Helena

PressSend wrote: »

I believe my problem may only have been sorted by posting on this forum. My email and phone calls to the company were getting me nowhere.

I thank the company reps here for fixing this problem and opening the channels of communication.

I have yet to receive my new bill through the post but have been told that it will be £6 instead of the £160.

Hi PressSend,

So pleased things are sorted for you, It was our lovely Malc that corrected your account.

You know where we are in the future if you need us.

Thanks

Helena

out_of_cash

PressSend wrote: »

In July, one of my meters was replaced by EOn. At the beginning of November, I was recently informed that Eon would send someone out to read my meters. I assumed they did so.

Mid-November, I receive a bill that is based on estimates - including an estimate for the old meter. The bill was double what it should be. I then called up Eon to ask what happened to the meter reading and accurate readings. They told me they'd look into it and send a revised bill.

The revised bill arrived and had an actual meter reading for the meter that wasn't changed and, unbelievably, an estimate for the meter that was changed. How can someone come out to read the meters but only take an actual reading for one meter and ignore the new meter?

EOn have estimated that I have used almost 600 units, but it's quite clear since a new meter starts at 0 units (not that subtraction is difficult), that I have only used around 180. I am just fed up of trying to tell them that they installed a new meter and should take actual readings for the new meter rather than estimates for a meter that has been removed.

I would like to know the best way to get my message through to this disorganised company because I seem to be being transferred around the departments ever time I call (the left hand doesn't know what the right is doing) and they haven't responded to my email. They don't want to know and they are happy to overcharge.

i have a similar problem with eon,they have now billed me for £100 extra as they mucked up the readings the last 3 times i gave them,anyone know how i stand with this? i may a set amount every month.Sio i thought.lol

E.ON_Company_Rep_Chris

out_of_cash wrote: »

i have a similar problem with eon,they have now billed me for £100 extra as they mucked up the readings the last 3 times i gave them,anyone know how i stand with this? i may a set amount every month.Sio i thought.lol

I'm sorry about this

How did we muck up the meter readings? Were they the wrong way round?

There is a billing code of practise to make sure that people don't end up with large bills to pay when mistakes have been made.

The code only applies if it's a problem that's been on-going for more than 12mths and the supplier didn't take any action to correct it.

In this case it looks like it's not been a quite a year, but we'll give you at least as long as it took us to fix the problem to repay any arrears.

If you haven't spoken to any body about this yet, please do give us a call to see how we can help.

If you need me for anything at all, give me a shout and I'll be happy to help

Amanda