EON Switch causing us nightmares!!

muskrat16

Hi MSE, I am turning you in desperation, as we seem unable to do a simple switch over to Scottish Power.
We've been with EON for over 23 years, and had been quite happy with their service. But in recent years, we noticed that our bills were steadily climbing.
In 2000 - our meter was changed - and since then, we've had nothing but problems.
In October 2011, our monthly DD increased from £189 to £243, to cover rising prices, which seemed rather excessive to us.
Following that, EON failed to bill us for the next 11 months, claiming there was a problem.... but we continued to pay the new higher DDs, as we were concerned we would be billed a large amount, if we didn't.
Despite lengthy phone calls, regular readings sent by us, over several months... we were assured that the payments were adequate to cover our usage and that the payments did seem to be (in their words) "a little too high".
Then finally a bill arrived, saying that we were £333 in arrears... which meant our total cost for the year would be £3297.00. Our bill for 2010 was £2364.00, so it does seem a very high hike, despite the current fuel increases.
We are a retired couple, and spend at least 3 months a year away (2 of those during the winter, when the fuel usage is at its highest).
Obviously we could not continue like this, so in July of this year, we applied for a switch to Scottish Power, having first done a comparison check on prices via this site.
Simple? You must be joking! To keep it brief... EON (who won't communicate with Scottish Power) have now blocked our switch 3 times, and this morning, we now see that as a result, Scottish Power have closed our online account, that was being prepared for the switchover.
We're at our wits end, after none-stop calls to both companies, and the continuing high bills (and winter on its way!) Even the Ombudsman is seemingly powerless to do anything, and simply told us to contact EON!! Please, please can someone give us some advice to put an end to this nightmare? Thanks.

spiro

Some imformation you need to provide to allow people to help you:

What is the breakdown between gas & elec charges for the 2 years?
What meter was changed in 2000?
Are the bills based on estimated or actual readings?

FYI, the average energy bill should be around £1200pa so something appears to be wrong.

notbritishgas

muskrat16 wrote: »

Hi MSE, I am turning you in desperation, as we seem unable to do a simple switch over to Scottish Power.
We've been with EON for over 23 years, and had been quite happy with their service. But in recent years, we noticed that our bills were steadily climbing.
In 2000 - our meter was changed - and since then, we've had nothing but problems.
In October 2011, our monthly DD increased from £189 to £243, to cover rising prices, which seemed rather excessive to us.
Following that, EON failed to bill us for the next 11 months, claiming there was a problem.... but we continued to pay the new higher DDs, as we were concerned we would be billed a large amount, if we didn't.
Despite lengthy phone calls, regular readings sent by us, over several months... we were assured that the payments were adequate to cover our usage and that the payments did seem to be (in their words) "a little too high".
Then finally a bill arrived, saying that we were £333 in arrears... which meant our total cost for the year would be £3297.00. Our bill for 2010 was £2364.00, so it does seem a very high hike, despite the current fuel increases.
We are a retired couple, and spend at least 3 months a year away (2 of those during the winter, when the fuel usage is at its highest).
Obviously we could not continue like this, so in July of this year, we applied for a switch to Scottish Power, having first done a comparison check on prices via this site.
Simple? You must be joking! To keep it brief... EON (who won't communicate with Scottish Power) have now blocked our switch 3 times, and this morning, we now see that as a result, Scottish Power have closed our online account, that was being prepared for the switchover.
We're at our wits end, after none-stop calls to both companies, and the continuing high bills (and winter on its way!) Even the Ombudsman is seemingly powerless to do anything, and simply told us to contact EON!! Please, please can someone give us some advice to put an end to this nightmare? Thanks.

You do not say which fuel you are talking about.

If it is gas, the meter change in 2000 started your problems so it is possible you are being billed on the wrong type of meter, ie imperial when you have metric.

If I am correct if you post some details from that bill, eg meter readings and kwh used then someone here will check.

Certainly something is wrong with the amount you are being charged as the DD's are very high and even then result in a deboit on the account.

E.ON_Company_Representative:_Helena

Hi muskrat16,

Agree with all the other posters, we need some more info to comment further really, but I agree that something does seem wrong here.

Is the objection due to the outstanding balance on the account? Or has another reason been given, it would normally say on the objection letter.

I really hope we can get this sorted out for you.

Helena

muskrat16

Hi again, many thanks for your comments, which we've noted.
Sorry, it's our electricity supply (we don't have gas in our village).
The blocking seems to have been caused by an admin error, which they refused to look for (or admit to) and the fact we had two meters: heatwise and a normal supply meter. The heatwise was removed to facilitate the switchover, but it also meant we were then on a heavier rate, while waiting for the switch.
Can't begin to explain how many calls we've made.... it's does seem to be an admin problem between the two companies (who won't talk to each other).
We have just been on the phone to EON, who have finally admitted that they didn't remove one of the supplies (heatwise) from the central database. Hopefully (fingers crossed) something will now be done!) It shouldn't have to be like this, though... total incompetence and inefficiency!

jalexa

muskrat16 wrote: »

Please, please can someone give us some advice to put an end to this nightmare?

Energy is sold by the meter reading not by the £. If you want meaningful help here it is imperative to post the *exact* readings from a recent bill and the readings shown on your meters today.

E.ON_Company_Representative:_Helena

Thanks for coming back to us,

That does explain the objection then, as not all companies will take on a heatwise meter or dual MPANS.

Once all of the information has been updated the switch will be able to go ahead.

It may also explain some of the high usage, as the Heatwise meter will be wired directly into the central heating/immersion water heating circuits at the property. Heatwise automatically switches your storage heaters/immersion water heater on and off during set times.

We would always recommend getting in an independent electrician before having the heatwise part of the meter removed as the wiring may need to be changed.

What tariff have you been on since having the heatwise taken out? There is only one heatwise tariff with E.ON which I assume you were on until the meter was taken out. Are you now just one rate or economy 7?

Helena

muskrat16

Hi Helena
Thanks for your reply.
My husband has just come off the phone to EON, again. Another lengthy call! To answer your questions, the heatwise meter was removed in July, but the tarrif wasn't changed as we assumed there would be a quick switchover, so it wasn't necessary. Had we have known that in mid September, we'd still be waiting to be switched (which we were informed would happen within a month) we would have almost certainly asked EON to change our unit rate.
Also, since the meter removal in July, none of the storage heaters have been on. But were incidentally, wired into the Economy 7 system, to come on at night.

E.ON_Company_Representative:_Helena

Thanks for that,

Is the account now just showing the economy 7 meter? We reply on electronic information from the meter operators to up date the account when a meter change has taken place.

It sounds like there is a delay here somewhere and is also the reason for the objection to the switch (because the database still had you down as having heatwise).

It looks to me like your account needs to re-billed on an economy 7 tariff from when the heatwise part of the meter was removed up to some accurate readings, as you shouldn't be being billed on a heatwise tariff now.

Let me know if I can help further though.

Helena

muskrat16

Accurate readings? Now there's another thing. Frequently the meter-reader comes out and reads our meter - then shortly afterwards, we get an email or letter saying it's not been read, and could we supply our own readings! What's the point of the meter-reader?

That, along with being stuck on a high tariff and not being able to leave EON is it any wonder this company worries us to death? Or look at it another way... we're an OAP couple, living in a bungalow, and are away up to three months each year... the storage heaters are only supplementary to a wood-burning stove, yet our electricity has gone up from £2300 per year, to £3500 in just 10 months! Scary or what?

macman

Not possible to help unless you post meter readings as requested.