Eon energy reviews: Give your feedback

leolady

E.ON_Company_Representative:_Malc wrote: »

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From the information posted, it looks like we've withdrawn the wrong reading of 04003 as it's not valid.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

leolady wrote: »

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:

To Malc
Your lack of response to my request seems to be the norm for Eon customer service.
Do I just contact you through the Complaints Dept?

E.ON_Company_Representative:_Helena

leolady wrote: »

To Malc
Your lack of response to my request seems to be the norm for Eon customer service.
Do I just contact you through the Complaints Dept?

Hi there leolady,

I've just seen this.

I'm so sorry for the lack of response, Malc would never not reply, he's on holiday this week.

I haven't read the details, I just wanted to let you know.

Are you happy to hang on for him, next week?

Helena

System

Caveat Emptor. Suffice it to say that I worry about an organization when a simple question to CS ends up in a complaint to the Energy Ombudsman ( a first for me). Despite some fine words from the CEO E.oN to OFgem (Dec 14), E.oN has, in my view, considerable work to do with respect to the way that it handles questions from its customers. In Sep 14, CEO OFgem reported that E.oN was losing one customer for every two complaints it received. Whatever the Ombudsman may decide in my case, E.oN can add me to those statistics: my switch goes through next week.

leolady

E.ON_Company_Representative:_Helena wrote: »

Hi there leolady,

I've just seen this.

I'm so sorry for the lack of response, Malc would never not reply, he's on holiday this week.

I haven't read the details, I just wanted to let you know.

Are you happy to hang on for him, next week?

Helena

Why did Malc request I do a meter reading and then contact him when he must have been aware he was going on holiday?
If I wait for him to come back how do I contact Him, or anyone else who can sort out this problem?

Wolf3

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".

I believe Eon do that as its their billing policy to show you what charges they have refunded before adding the new charges. Confusing at times but it is transparent, i suppose.

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.

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.

Unfortunately i don't think you will get anywhere with asking them to check your mum's bill. Unless the person who gets allocated the email knows what they are looking at they might not understand the readings are transposed. This is probably why the CSA on the phone didn't understand and was trying to fit the readings in according to the previous reads. As i mentioned in my earlier post, get a set of spaced readings to give them proof of Day/Night reads for them to correct your mum's bill. It will certainly help you as far as any complaint is concerned as you will have made a more than reasonable attempt to resolve it, then let them fix it to you and your mum's satisfaction. Depending on how far back the transposed issue goes back you might find money is owed to your mum and they can reduce her Direct Debit aswell

System

[QUOTE=thistledome;68609328

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".



.[/QUOTE]

In my experience, some companies have accounts software that will not allow any roll-back; i.e., wiping the original bill and starting again. To correct a bill, the system uses the 'erroneous' credit/debit balance and corrections are applied to it. For example, let's say the system thought that you had used 1000 units but you had only used 100. A credit of 900 units will be made to the account. Conversely, if the original bill shows 100 units and the actual figure is 1000 it will deduct the cost of 900 units from the balance. At the end of the day - provided actual meter readings are being used - the bill should be correct.

I agree that doing it this way is confusing for the customer.

thistledome

Wolf3 wrote: »

I believe Eon do that as its their billing policy to show you what charges they have refunded before adding the new charges. Confusing at times but it is transparent, i suppose.

Thank you for taking the trouble to reply again, Wolf3.

I could understand it better perhaps if they were taking away the £770, but they are using it as her previous statement balance. In other words, she ends up with a CR balance of £593 and some odd pence on this revised bill, then they add the £770 owing from the previous (erroneous) statement to leave a balance owing of £147. If you think this is right, then it must be me being dense.

Regarding the email, I hope you're wrong because I really can't get them to understand me on the phone. I have told them exactly what figures I want them to check and what I think the correct figures should be, so they know what to check. We shall see.

I think when I've got a bit of time on my own I'll write it all down in a very detailed letter and post it to their complaints resolution team.

If I try to switch mum's supplier they'll be using Eon's figures for her electricity consumption won't they? So she'll still be paying the wrong amount.

ETA
on the subject of taking readings, I will do as you suggest. I don't live with her, and she find it hard to read the meter herself but we'll give it a go. thanks.

thistledome

Hengus wrote: »

In my experience, some companies have accounts software that will not allow any roll-back; i.e., wiping the original bill and starting again. To correct a bill, the system uses the 'erroneous' credit/debit balance and corrections are applied to it. For example, let's say the system thought that you had used 1000 units but you had only used 100. A credit of 900 units will be made to the account.

Thank you Hengus. I understand that.

I'll admit to being a maths dunce, so please be patient with me.

If Eon (just for arguments sake) took the correct meter readings and then revised the erroneous bill by crediting the £770 from the previous bill I could understand that. However, they have applied a credit of £2,198.53* (see below) - then worked out from that the revised "total charges" comes to £593.07CR. That's on the back of the bill.

On the front of the bill we have:

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 £593.07CR
VAT @ 5% on £593.07 29.65CR

Your new balance is: £147.30

Still with me? Sorry my posts are so long.

*Btw, the credit applied on this revised bill was £2,198.53, which is what they said her electricity usage and standing charge came to on the original June bill. This is purely the figure for units used and SC, nothing else.

This original June bill also showed a credit under "previous charges" of £1,011.70CR from her March bill. They took the £1,011.70CR off of the (erroneous) total charges of £2,198.53 to leave a balance of £1,186.83.

I don't have the March bill to hand, so no idea how they got this figure either. That's all on the back of the original June bill and on the front of that bill is the figures referred to in my first post.

So to sum it up, I can't see anywhere they've applied a credit of £770.02, I can only see where they've added it, by using it as their "Before this statement" figure in the revised bill.

Is it me? If it's just me being obtuse and anybody reading this has the skills needed to teach a numbskull, then please, please put me out of my misery and explain it in words of one syllable.

System

Wolf3 wrote: »

I think thats not quite right either,



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

I agree; the maths - although they are based on incorrect readings - are correct.

The amount paid was £618 which resulted in a £476.15CR balance after the previous amount owed (£141.85) was taken into account.

The amount billed £1246.17 less the credit balance of £476.15 leaves an amount owing of £770.02.

Edit:

I think that you are also confusing credits and debits. If the amount is, say, £10 then you owe them £10: if the amount is £10CR - then you are owed £10.

Wolf3

In essence they have started from the previous bill.

Before this statement - £770.02

credited you with the amount previously charged

they have applied a credit of £2,198.53*

You will then find they rebilled your mums account to total charges £1575.81 (which is £2198.53 - £622.72). This will be the electricity charges + VAT. giving the current balance £147.30 debit.

If I try to switch mum's supplier they'll be using Eon's figures for her electricity consumption won't they? So she'll still be paying the wrong amount.

More than likely plus the meter read history they have to send to the new supplier will have the transposed readings included. Will not stop you being able to switch suppliers but will make things a little more difficult to sort out. Personally i would resolve the issue before looking to transfer the supply