Eon energy reviews: Give your feedback

Former_E.ON_Company_Representative:_Malc

leolady wrote: »

Hi Malc
Thank you for your reply.

a) When I phoned Eon they gave me the information that the 4th Nov 2014 reading was an actual reading not an estimate or C reading.
This was 5809.

b)The reading on approx 6th May 2015 (date of "to" usage on bill) is an actual reading not an estimate or C reading.
This was 6443

Subtracting a) from b) gives a total of 634 kw hours used between 4th November 2014 and 6th May 2015.

There was a further actual reading done by Eon on the 22nd May 2015 - not an estimate or a C reading.
This was 6476 which equates to approx 2 kw hours used per night.

Please explain how the present bill can show the night usage as 2440 kw hours usage since Feb 2015.

Eon hold my account details so why cannot they give me an explanation or a least be bothered to phone me.

The Economy 7 meter was supposedly removed by Eon a few years ago.

leolady wrote: »

Hi Ivf
Thank you for trying to solve this issue.
I have just found an earlier bill which also confirms the night usage.

This is an actual reading by Eon taken approx 10th Feb 2014 and is 5171.
.The actual reading by Eon approx 6th May 2015 is 6443

So in a period of 15 months my usage was only 1272 kwh.

I have already given the Nov 14 reading + the May 6th reading.

If you read Malc's reply (post no 322) he confirms that Eon ignored the customer reading taken on 13th Feb 2015.

leolady wrote: »

hi Ivf
The next heading under Meter readings is The details sub heading Electricity charges followed by E.ON EnergyPlan
followed by date 13 Feb 15 to 6 May 15.
Underneath this is the Day usage and cost then the Night usage (2440 kwh) and cost + vat.

On the reverse side of the bill is a heading Before this statement.£292.77 CR which is the credit balance from last statement - 13 Feb 2015.
This is followed bypayments and adjustments .

Three payments totalling £247.20 were made between Feb and April monthly direct to Eon + they had Payments under the Gov. Warm Home Scheme resulting in the large CR balance.

As a result of this Eon sent me a refund of £200. I fully expected the most recent bill to be in credit but with the 2440 figure for night usage Eon say I owe money.

Hi leolady

As the readings for 4 November 14 (5809) and 6 May 15 (6443) were actual readings, this is what we should be charging for this period. I suspect the wrong reading of 04003 has come into play at some stage and caused the confusion.

From the information posted, it looks like we've withdrawn the wrong reading of 04003 as it's not valid. This may be the credit referred to in an earlier post. I'm guessing though and could be way off the mark. If you drop an email to the address in my Profile with your details, I'll be happy to take a look. Please include up to date meter readings.

Not sure what you mean by the Economy 7 meter being removed. In post 329 you mention day and night rates. Is it you've a two rate day/night meter but are on a single rate tariff similar to what I was talking about in post 322?

Hope this helps.

Malc

Former_E.ON_Company_Representative:_Malc

minimike2 wrote: »

Just switched to EON after awful experience at EE.

Switch was pretty efficient - Seem to have used the readings I provided.

Like the online system.

Good so far!

Glad the switch went well minimike2 and thanks for letting us know. I'll pass this on to the relevant team.

Malc

leolady

Thank you for your response.
I am away tomorrow but will take a reading on Sunday or Monday and then email you with account details etc.
I hope you will be able to provide an explanation/reason.
It is such a shame that Eon did not bother to phone me back as promised.

thistledome

Currently I'm alternating between annoyed at Eon :mad: and hopelessly confused and frustrated . I'm finding it hard to work out how these bills are calculated and could really use some help here please......

My 88yr old mum is currently paying £206 a month by DD to Eon for her all electric 2 bed flat heated by storage heaters (only 1 bedroom is occupied and heated as she lives alone). She uses a halogen heater at night sometimes as well.

The meter reader came a few weeks ago, couldn't get in and left a card, so I read her meter on 30th May and phoned it in a day or two later. The automated system put me through to a CSA who said the system hadn't accepted my readings as they were too high. I thought at the time that she was a bit slow because I had to keep repeating the readings and which rate was which (there's a R1 and a R2), but didn't think much of it.

When the bill came in some days later (dated 1st June) it showed she owed £770, which I thought was incredibly high, especially as the bill started by saying she had an existing credit balance. The bill is exactly as set out below:

Before this statement > £476.15 CR
Balance on last statement - 11 March 2015 £141.85
Your payments - thanks £618.00 CR
£206 CR on 30 Mar 15 £206 CR on 28 Apr 15 £206 CR on 28 May 15

On this statement > £1,246.17
Electricity charges - see back for info £1,186.83
VAT at 5% on £1,186.83 £ 59.34
Your new balance is £ 770.02

If I've understood this bill correctly, she started out with a credit balance from the last bill of £476.15 in her favour, am I right or not? (have edited this as I'd misread originally as credit of £618, doh)

On examining the bill I noticed they were charging for almost 12,000kwh at the day rate and only 2,000kwh for nights. As this seemed to me to be the wrong way round I thought we must have a problem with the meter or the electrical installation. (The system was installed in November last year and this is the first bill I've looked at since then.)

I called Eon and asked them if they could check the meter and was told that the only thing we could do was read the meter every day for 5 days and give them the readings and they'd look into it. I read the meter that day and on comparing it to the last reading I eventually noticed that the R1 or Day reading had been used for night and vice versa, which is the wrong way round. I phoned them and told them this and they said "ignore that bill and we'll send a new one".

In the meantime I got mum to read the meter herself the next day (very hard for her for various reasons) and I worked out that she'd used a tad over £3.50 in electric for the last 24 hours. Inc. the standing charge.

The new bill came in yesterday and now that the numbers were the right way round, the total was £147.30 now owing. However, the figures used to calculate the bill are very confusing to me and I can't understand how mum isn't in credit? The new bill says this:

Before this statement > £770.02
Balance on last statement - 01 June 2015 £770.02

On this statement > £622.72 CR
Electricity charges - see back for info £593.07 CR
VAT at 5% on £593.97 CR £ 29.65 CR
Your new balance is £147.30

Is it me? Why have they used the fictitious £770 figure from the last statement to calculate anything? I'm a bit of a maths dunce but I can't believe this is right? Surely she's in credit?

The back of the bill where they work out how they calculated it is also complete greek to me.

Can anyone understand this and explain? The rates on the first wrong bill were this for the Day rate or Rate 1:
Previous - 01715a
Present - 13663c Day rate = 11,948kwh

The present reading here of 13663 was actually the rate 2 or Night rate. The previous reading of 01715 I have no idea where that came from but it's marked A for actual, so I've assumed it's from a meter reader.

On the new revised bill it says:
Previous - 01715a
Present - 04950c Day rate = 3235kwh

So now the day rate consumption has gone from 2,031 to 3,235kwh? I don't get it.:(

The same figures for the "Night" rates, starting with the first erroneous bill:
Previous - 02840a
Present - 04871c Night rate = 2,031kwh
(remember, the reading of 04871c was actually the R1 or day rate)

Now onto the new revised bill:
Previous - 02840a
Present - 14018c Night rate = 11,178kwh

This still seems wrong to me, but I can't work out why. Surely the day and night kwh's should just be swapped around? If not, why not?

The other thing is on the back of the new revised bill, the calculations are completely different to the first bill, thus it says:

Previous charges from bill on 1 Jun 2015 22 Nov to 1 Jun 2015 = £2,198.53 CR

Revised electricity charges
(bill shows calculations at this point from readings as shown above)

21 Nov 14 to 1 Jun 15 £1,605.46

Total charges: £593.07 CR

So, this £593.07 credit balance: Has it been worked out properly? I've got no idea. Sorry If I sound really stupid, but I just can't see how they've worked it out. But assuming for argument's sake that it's correct how can they then use the erroneous £770.02 to calculate the final bill and still show mum owing £147.30?

And what about the original [STRIKE]£618[/STRIKE] £476.15 credit from the first bill? that's disappeared from the calculations completely.

If anyone who's a whizz at working this stuff out can help, I'd be eternally grateful. Poor old mum was pleased with the new £147 odd bill, but I'm not.

Just to add: When this bill came yesterday I was round mum's and read her meter again and since last Monday she's used £3.81 of day rate leccy and £14.69 of night rate, so that's less than £20 for 6 days which seems very different to the £206 a month she's paying. (tbf to Eon, she hasn't used her halogen heater much this week).

I got on the phone to Eon in high dudgeon and after listening to Pachelbel's Canon for a while (nice) the music stopped, I got 30 seconds of silence and the phone went dead! I then decided to wait until Monday to call them back from my own house as I was feeling a bit stressed with it all.

I'll phone them tomorrow and just hope they won't try and baffle me with science.

Any thoughts?

leolady

Hi Thistledome
Sorry to hear your Mum's got a problem and I hope you can sort it out for her.
Good luck with phoning Eon because it takes ages to get through.

I was also told to read the meter on consecutive days which is not an easy task when in advanced years. This was followed by a meter reading by Eon but as you will see from my posts I am still confused by my last bill

leolady

When I access your profile and click link it takes me to the EON online enquiry page.
I cannot find a way to contact you directly since there is no mention of your name - not sure if you are customer service or complaints
Please advise.:doh:

thistledome

Phoned Eon on Monday morning. Spoke to a young lady who told me the bill was right and did I want to make a complaint? I asked to speak to somebody else who was an expert on billing and she "they'll tell you the same that I've told you" and then put me on hold for 20 minutes. I hung up in the end. I had a migraine so probably should have waited to phone them until another day.

When I used to work in a call centre we were told to never put people on hold for more than 5 minutes without going back and asking them if it's OK to keep them on hold. 20 minutes is very rude IMO.

Sick of Eon and hopefully mum will be able to switch to someone better in future. Trouble is they'll want to know her previous year's usage and with Eon it's astronomical.

Thanks for taking the trouble to reply to my post, leolady and good luck with yours too.

Wolf3

Hi Thistledome,

Sounds like your mum's meter readings have been transposed, take a couple of readings of the meter 3 or 4 hours apart during the day when some electricity has been used. One of the readings should move on and the other should stay the same, the reading that moves on is your day rate. Then go back to Eon with this information and ask them if your mum has been given billed correctly. I had to insist on speaking to someone in their billing team and mentioning transposed reads before, speaking to someone who knew what i was talking about and it was sorted. The previous Actual reads from the previous bill might be incorrect as well so the billing might go back a bit further than the previous bill.

If both readings move then the timeswitch in the meter might have slipped or your mum has an exotic meter, which will be a bit more difficult to explain

Wolf3

If I've understood this bill correctly, she started out with a credit balance from the last bill of £476.15 in her favour, am I right or not? (have edited this as I'd misread originally as credit of £618, doh)

I think thats not quite right either,

Balance on last statement - 11 March 2015 £141.85

your mum was nearly £142 in arrears at the last statement, made 3 payments totaling £618 leaving £476 credit towards the new bill. Eon charged your mum £1246 for the electric leaving her £770 in arrears.

that bill will be irrelevant if its transposed

thistledome

Wolf3 wrote: »

Hi Thistledome,

Sounds like your mum's meter readings have been transposed, take a couple of readings of the meter 3 or 4 hours apart during the day when some electricity has been used. One of the readings should move on and the other should stay the same, the reading that moves on is your day rate. Then go back to Eon with this information and ask them if your mum has been given billed correctly.

Yes, this is exactly what's happened. The result of all this was the revised bill which came last Saturday and which I still think is wrong.

Thanks for your reply. It's nice that someone's taking an interest, because Eon isn't.

Wolf3 wrote:

I had to insist on speaking to someone in their billing team and mentioning transposed reads before, speaking to someone who knew what i was talking about and it was sorted. The previous Actual reads from the previous bill might be incorrect as well so the billing might go back a bit further than the previous bill.

This bolded part is exactly what I'm trying to get through to Eon! They have only revised the current transposed reads, but I think the previous readings were also transposed, which is the reason the new readings were put the wrong way round. As I said in my OP, I had to repeat the readings several times to the CSA on the phone as she kept reading it back to me with the R1 and R2 the wrong way round. Why would she have done this unless the previous reading on their system was the wrong way round to start with? The automated system wouldn't take my readings and connected me with this CSA, and she said it was because the readings didn't seem right to the automated system. I just can't understand how this would happen unless they already had the readings wrong on their system.

I wish I'd seen the March bill now, but I think mum has probably thrown it away. She keeps binning things, regardless of how many times I ask her to keep paperwork.

Your last post regarding the £770 is what I can't get my head round. The £770 was the result of the transposed readings, so why are they using that figure in their calculation of the revised bill? I'm so confused by it all and they can't explain it to me over the phone, the girl I spoke to on Monday was quite abrupt, she just kept repeating "it shows you on the bill how it's worked out" and "it's correct".

The trouble is that because I don't understand how they've worked out the revised bill, I can't really argue.

I asked her why they couldn't issue a new bill using the right readings rather than revising the original bill, but she said they can't do that.

I think I'll have to write to them as I can't get anywhere with them by phone.

Edit:
Have just sent a lengthy email via their web site contact form asking them to get a person (not a computer) to please check mum's bill and see if it's right. Fingers crossed.