Eon billing issue.

reds2501

After being on the phone with Eon customer services for 2 hrs this evening (yes, really!), I thought that I would throw my issue out to the whole MSE crew for advice. It is a relatively easy thing but it has been w-a-a-a-y overcomplicated.

On December 6th, we needed a new gas boiler fitted in our flat. When the fitter sent his mate downstairs to turn off the gas supply, it transpired that the meter that we have been reading for the past 4 years wasn't the correct one (just to clarify, there are 5 other gas meters along the wall on the outside of the property). After much cursing, they eventually tracked down the correct meter, switched off the supply and fitted the boiler.

That evening I called eon to let them know what happened and furnished them with the meter reading for the now correct meter. I also took meter readings on 4 separate occasions up to this evening (06/02/12).

The last meter reading was taken because I suddenly have a bill for £1000 in gas alone for the quarter. To say I was mildly surprised by this would be a major under statement. I immediately jumped on the phone to find out what had happened. An hour and a bit later I was still none the wiser so I called back to get some clarification. Another half an hour or so later, I'm ignorant on a higher level. The basic gist is that the last meter reading in October, taken from the incorrect meter was an estimate so therefore the current meter reading from a completely different meter is valid and, according to eon, I have used 2200 units of gas since October last year. By my calculations in the two month period from 06/12/11 to 06/02/12 I have used 482.

Any ideas of the way forward with this one?

E.ON_Company_Representative:_Helena

Hi reds2501,

Hope I can help a bit with this one.

So, have you or the meter readers ever given us readings from your correct meter? Apart from these recent ones?

Does the meter serial number on the bill match the serial number on the meter?

From what you have said in your post, I have the feeling this is not a crossed meter issue, but we have been billing you using meter readings from another meter (so you've not been paying for your own usage).

What we need to do now is to make sure all meter details are correct, once we know this, we can bill your account using your up to date reads and any accurate reads we may have for the correct meter that have been taken in the past.

If we don't have any previous accurate readings for your correct meter, we may need to estimate these based on your usage.

I think you may need to escalate this to get the account looked in to in more detail.

If you need any more help from me, just let me know.

Helena