n-power and eon = dumb and dumber

rob_rs

My daughter is with npower on a quarterly meter and was plodding along quite nicely until the other day. she came home to no heating and thought oh dear a breakdown. On investigation her quarterly meter had been removed and replaced with a card meter courtesy of eon. now seeing as she pays her bills she thought this is strange.
she phoned npower who told her we didnt do it so we cant help. she phoned eon who realised that the card meter was meant for her neighbour who hadnt paid there bill and they had replaced the wrong one. They made her wait 24 hours before they came out to put gas on it for her as she has no card. This has now run out, she cannot even put the emergency on as she has no card. She has phoned them today and they should be sending someone to put gas on, this was at 12noon ish, she is still waiting. she has a baby of 12 months and a toddler of 2and a half. If they just sorted her out with a card until they could change the meters back she would be happy but ohno, something so simple is proving to be so very difficult. she will be claiming compensation and she will be complaining about the treatment she is recieving.

rob_rs

oh my gosh i have been on the phone to them for nearly an hour now, eon have finally decided oops we have made a mistake, on hold while they try and discuss between them how to worm their way out of doing anything. grrr does everyone else feel like banging their head aginst a brick wall when dealing with these inane people!!!!!!! dont know what else i can do to make them sort it out.

chanz4

Its difficult as technically their is no gas xp reference to provide a payment card, as power systems would show you as having a live credit meter. With the weather also it would be unto national grid metering or northern gas networks if they have manpower and its safe togo out. Compensation wise it would be something eon would have to address.

Inregards to putting money on the meter, only npower as the supplier would be able to authorise it

rogerblack

I would be escalating this to the highest level.
As I understand it, they may in fact have committed a criminal offence by breaking and entering, when they diddn't have a suitable warrant to do so.
Certainly compensation should be paid.
Perhaps also contact local press?
Was a copy of a warrant left?
I would wonder about contacting the police.

Fruit_and_Nut_Case

rogerblack wrote: »

I would be escalating this to the highest level.
As I understand it, they may in fact have committed a criminal offence by breaking and entering, when they diddn't have a suitable warrant to do so.
Certainly compensation should be paid.
Perhaps also contact local press?
Was a copy of a warrant left?
I would wonder about contacting the police.

I think OFGEM would be interested too.

bigfatface

They didn't need to issue a payment card, they should have sent a meter-worker straight back to swap the meters. If they didn't have your old NPower meter available, a temporary EON credit meter should have been installed to ensure you were on supply, until Npower could install their own Credit meter.

Please do escalate this and feel free to use my comments above ^^

(i've been customer complaints manager in the energy industry for past 7 years - and yes we did see a lot of this happening, we always had it rectified within an hour, to be left off supply for over 24 hours with 2 young children is shocking.)

chanz4

bigfatface wrote: »

They didn't need to issue a payment card, they should have sent a meter-worker straight back to swap the meters. If they didn't have your old NPower meter available, a temporary EON credit meter should have been installed to ensure you were on supply, until Npower could install their own Credit meter.

Please do escalate this and feel free to use my comments above ^^

(i've been customer complaints manager in the energy industry for past 7 years - and yes we did see a lot of this happening, we always had it rectified within an hour, to be left off supply for over 24 hours with 2 young children is shocking.)

Another supplier cant authorise jobs on another supply, the warrant would of been done on a TSE hire where they hire them for the day and tell them which ones to remove. Inregards to the meters, they have a van of them not for particular suppliers with the exception of BG who have there own ,think your confussing this with how electric works. Im very supprised if you were a complaints manager giving that advice out.

dogshome

Hi RB_S If this problem ain't been fixed yet, with 2 young chidren and no heating in this weather best bet is to move into a local hotel - If must put the bill on the C/card and don't worry about charges as Eon are liable for those too

chanz4

dogshome wrote: »

Hi RB_S If this problem ain't been fixed yet, with 2 young chidren and no heating in this weather best bet is to move into a local hotel - If must put the bill on the C/card and don't worry about charges as Eon are liable for those too

I wouldnt guarantee that, as panel heaters can be used. As long as the op has electricity

EnglishMohican

chanz4 wrote: »

I wouldnt guarantee that, as panel heaters can be used. As long as the op has electricity

And the panel heaters come from where?

If I had this problem, I would have one small fan heater that might work if I was in luck - for a 4 bedroom detached house. Do you suggest I buy and store panel heaters just in case some imbecile changes my meter when he should have changed next doors?

And I do not care a fig for your excuses about technical difficulties. They are responsible for their subcontractor and their senior people should be pleading with the OP to move into a first class hotel if they can't sort out the supply quicker than this.

I think Eon deserve the utter condemnation of everybody on here for their totally callous and uncaring attitude. They are really not fit to be allowed to continue in this business.

jalexa

EnglishMohican wrote: »

do you suggest I buy and store panel heaters just in case some imbecile changes my meter when he should have changed next doors?

Not for that reason but I would always recommend buying and storing a "£10 electric heater" (or two) in case of boiler breakdown.:D