Switching problems!!!

elliesmemory1

I have switched from eon to npower. Had so many probs with eon that I gave up. Anyway have just got my final bill from eon and its much higher than expected. On checking final readings they have got completly wrong elec readings!!! nothing anywhere like mine. even the previous readings are wrong.
I gave npower the readings myself have them written down with the date etc but the ones they have sent to eon are nothing like right!

Have now spoken to npower as eon wont discuss it with me as they have closed my account! will be ringing them again tomorrow though to tell them npower will be contacting them.
Dont know whoose fault this is tbh eon or npower. All I know is they were given correct readings and somewhere between the two things have been messed up.
Why cant these people get things right? There is no way im paying that amount.
Is it normal for them to mix up final readings like this?

jalexa

Hardupandfedup wrote: »

eon wont discuss it with me as they have closed my account!

That is absurd. Go straight to a formal complaint in writing (or by email) and let the E.ON director's office sort that out.

On the readings, before you sound off about who is right and who is wrong, the important issue is not that either reading is or isn't the reading you provided but that the opening and closing readings are the same.

lithopsian

I bet they'll discuss it with you when you put in writing why you won't be paying it Still, get the facts straight first. Confirm with NPower the readings you gave them. Very easy to do something like putting the gas reading in the leccy box. If NPower just have the wrong readings then give them the right ones and it should all flow through the system. If NPower have a different reading from EOn then you need to tell EOn why they won't be getting any money. Did NPower tell you they would be sending the readings again? That might be sufficient. Otherwise you'll have to explain in great detail to EOn and tell them to get it sorted and send you a new bill. In most cases this won't slow down the switch.

[Deleted User]

Its a bit odd that the previous reading was wrong also.Have you supplied both the two previous readings or have any meter readers supplied them.Also is your meter an electric dial meter by any chance? this is a meter designed to confuse

elliesmemory1

Its a digital meter not dial, I didnt give previous readings to ayone one but the previous one has come up on eons bill, however its not correct as I have a note of last readings from other bills s have no idea where they have this reading from.
Will be ringing eon again tomorrow. Npower have now got the correct readings andsaid they will send them to eon.

I already have a complaint with eon due to the original mistakes which led me to switch in the first place.
It really winds me up!

elliesmemory1

An update, spoke to eon who said there seemed to be a mistake. they said they would look in to it. I was told they would ring me back that afternoon, surprise surprise no one did. I rang them on fri to be told someone would ring me back on monday, once again no one did. I have now been sent another final bill on line £50 less than the last one but still with the wrong readings and still much higher than it should be!!

What do I do now? make a complaint about the complaint I was making in the first place due to the mistakes which made me switch in the first place.

Im so angry with them and cant contact them until tomorrow now. I feel like tearing my hair out!!

Terrylw1

The first thing to do is ask npower. To correct it to your readings, if its within 12 months of you start date, they have to use the industry defined disputed readings process. This also means that the data collectors they employ as seperate companies to handle your data also make the change. Your new & old supplier then get the readings back from them as both data collectors and both suppliers need to have the same readings so your supply flows from one to the other without any double charging to you or those 2 suppliers.

So, ask npower if they have had your opening reads validated by their data collector. If they have, its possible eons data collector have validated them in which case eon should use them for your final bill. However its also possible that eons data collector has failed your reads (often due to consumption issues much like what customers experience with suppliers) in which case eon can't use them.

Try that out because it will tell you whether, npower, eon or someones data collector is wrong. If one supplier says the data collector failed them, its their job to correct it for you. If not, its possible this could continue.

Sorry if that's a bit detailed but this is how it works and suppliers don't liaise with each other leaving customers stuck in the middle of the mess and you don't know who to complain to. The above might help you understand who's fault it is.

elliesmemory1

Thanks. I have already contacted npower last week. They said they would contact eon. Eon has now billed me using the correct closing read but the reading before that is not correct. So the bill is much higher than it should be. I have the previous read and its nothng like the one they are using! If they dont sort this out soon Im contacting the ombudsman as I already have a complaint with them due to the issues which led to me switching in the first place!
It seems eon cant get anything right.

E.ON_Company_Representative

Hi Hardupandfedup,

I hope you don't mind me popping on to this thread.

The only time we cannot not discuss the account with you if your name is not on the account, but other than that we should discuss this no matter if the account is live or closed.

Is the old account in your name? If not, that could be the reason we couldn’t discuss it with you but it doesn’t matter that it’s closed.

The reading we use to close your account, we get that reading from your new supplier, and readings can change for a number of reasons.

When you change supplier you give meter readings to them and then they send them to us so we can close your account, it sounds like those readings were ok but the ones before were wrong?

What’s wrong with the readings? Was it estimated? Was it a reading from when you switched to us from another supplier or moved home?

We can change that reading if it's incorrect.

If you feel you're not getting anywhere, you can email me using the address in my profile and I'll take a look for you.

Amy

elliesmemory1

Thanks for reply, I have rang again today to be told the lady i need to speak to is not in today but will ring me back tomorrow.

It seems this problem is because my meter was given a new ipan? no and this has messed up the readings as it was not done correctly.

The first person I spoke to at eon last week told me she could not discuss my account as it was closed. I had to ring the directors office who are already dealing with the original complaints which were why i swapped in the first place.
They now are trying to sort out the mess of the final bill.
I will certainly not be paying the bill untill its sorted.
I have to say that eon must be with out doubt the worst company I have ever had to deal with.

I will email you if things are not sorted out soon but my next step will be the ombudsman.

Terrylw1

The MPAN is to your propert, not the meter however they may have meant your meter had been crossed with another property.

If your final bill is correct but the previous isn't, its confusing as to how that could cause a problem since a different meter would more likely cause a large bill off a rollover where it causes a spin round the clock. Your bill would be a lot the.

So, not sure you have been told the correct info. Slightly odd how a major utility has one person who can deal with a situation like a disputed reading, crossed meter, etc since suppliers receive a lot of these queries.

Best to go with their rep on here as you are getting to inexperienced staff from what I can tell.