HUGE problem with E-ON

DeeDee07

Hello people I hope someone can please advise me. Got a prepayment meter (lecy)which I top up every week.Had a letter from E-On on Saturday saying they have not received a payment since august 2009 and therefore my meter must be faulty, new one must be installed and I will be billed for back payment upto when they last recieved a payment in 2009.
They say as I have no receipts showing ive credited the meter then I have therefore paid nothing and the amount will be added onto the new meter and paid back at 6 pound a week.
Where do I stand please....does back billing only upto a year include pre payment meters cos the guy on the phone reckons its only with regular bills and I must pay 2 and half years they say I owe.
Any advise would be appreciated thanks..they want to come and fit the new meter in March x

single parent and only work 16 hours a week so have working tax credits

spiro

A few points to check:

1) Did you use the key supplier by E-on to you or are you using another key i.e. one left by previous tenant.
2) Do you not have any receipts?
3) If they say the money is not getting to them, make 2 small top ups in the next few days and keep the receipt. When you do this you may also what to take a photo of credit on meter before and after you add the credit to prove it is taking the money.

It is possible that there are issues with the industry data which means your payments are not being allocated to the correct supplier. I would speak to them again and ask to speak to the team that deal with Misdirected Payments because you are adamant that you have been vending and the meter taking the money. Yopu need to ensure they DONTY swap the meter until they are 100% sure that the metwer is faulty because it holds data like total credit applied which may be lost if the meter ends up in a skip.

DeeDee07

what about that back billing do you know anything about that situation?? Im just wondering why its taken them 2.5 years to tell me this was happening? can I ask them to hold off putting in a new meter until this has been fully investigated??If the money has gone to another supplier will they be allowed access to that info or is it confident between customer and supplier?

jalexa

DeeDee07 wrote: »

what about that back billing do you know anything about that situation?? Im just wondering why its taken them 2.5 years to tell me this was happening?

E.ON terms and conditions typically say this... "your energy is supplied through a prepayment meter, in which case we will send you a statement at least annually with details of your energy consumption."

You should take steps to find out why you apparently have not received annual statements. The "back-billing" question cannot be answered until you have that answer.

"Set a trap" by asking the question. If you are not satisfied or convinced by the answer - do not argue - but immediately raise a formal complaint in writing or by email.

E.ON_Company_Rep_Chris

Hi DeeDee07

I’m sorry that we don’t appear to have offered much help when you called us about this. It is true that the back billing code does not cover prepayment customers.

Spiro has given you some great advice on how to help us get to the bottom of what happened.

As a prepayment customer you should have been without electricity since August 2009 if you hadn’t been topping up. It’s clear that for whatever reason your payments haven’t been allocated correctly to your account.

Receipts from your top ups help us to trace the payments and identify what’s gone wrong. Have we always been your electricity supplier at this address? Could the key you use to top-up be from another supplier?

It’s vital that you only use the key provided by your electricity supplier to help prevent this. It’s also an unfortunate fact that prepayment key meters are being targeted by fraudsters.

This by no means results in you having to pay twice for electricity you’ve used. Have you had an annual statement from us? If not, did we say why when you called about the letter we sent?

All of this can be investigated further and certainly needs attention before the meter is changed. I recommend that you call and speak to a manager in our prepayment team who will be able to help further.

Amanda

jalexa

E.ON_Company_Rep_Amanda wrote: »

It is true that the back billing code does not cover prepayment customers.

From the Billing Code...

"The clause relating to back-billing within the ERA Code of Practice for Accurate Bills applies to domestic credit customers, as defined in the supplier licence agreement. Although prepayment customers are not explicitly covered by this clause, suppliers will apply similar principles in relation to debt over 12 months old."

rattters

Sorry to hear of your problems- having similar problems with EDF- but must say I am impressed with EON rep on here- she has been very good at helping people out with their probs- only seen 1 post by EDF rep!!!!