Need some help from an E:on rep

fordy

I moved out of my Mum's back in March and last month she got a letter from Eon saying they wanted to put her monthly payment up to £75 based on her current usage.

She's a pensioner, you're having a laugh. I don't even pay that much a month for G&E and I'm with British Gas!

She's been pi**ed around for the past 2 weeks with promised phonecalls that never happen and today she called up her self to be told that the best they could do was £68.

The rep said her electricity usage was up on last year, which is an impossibility as I took out a lot of electrical kit when I moved so logically there is less usage. She's only running a fridge, TV, SKY, Clock Radio, Toaster, Washing machine, Tumble Dryer, Microwave.

However, I just checked her account online and according to the energy tracker her electricity usage is down 18.9% on last year!

Her gas however is up 8.7%, I can't account for this as she's got a high efficiency gas fire and doesn't use the central heating because its crap. She has an electric cooker so I can't even blame that for the extra gas use.

The point is, she's been messed around for a few weeks by Eon over this and now outright LIED to.

I want this sorted out, quickly I'm not having her misled and given the run around like this.

Terrylw1

Why not raise a complaint? If you are still unhappy after 8 weeks you can then go to the ombudsman.

fordy

I will, but I'd like some answers before I start anything like that, get the full picture.

Geoffo_M

If you don't mind me making a suggestion, you will find you will be more successful discussing your problem if you are less irate, reps won't want to deal with someone who is in rant mood because those sort of people don't listen to reason. And get some facts together to support your case like meter reading usages. Unless you can prove the meter is faulty, you are probably fighting a losing battle in which case you would be better off in conciliatory mood rather than rant mood. Good luck with your problem.

fordy

Actually the matter is in hand, I was correct in being 'ranty' as there was a customer service issue as admitted by Amy, who kindly called me to sort out the situation. A complaint has been made and we are closely monitoring the usage and will take action accordingly when we have a full picture.

Thanks.