Eon energy reviews: Give your feedback

thistledome

thistledome wrote: »

Thanks, Hengus. I did have a bash at working it out the other day and it showed about £13 owing to Eon, but I 'spose it can't be accurate until I finally get to the bottom of whether it's just the current readings that are transposed or the old ones as well, as I suspect.

Conclusion: Eon wouldn't budge about the previous readings being the wrong way round and I have no proof or any hard evidence to argue with, so case closed. They offered a credit of £15 for my inconvenience/phone calls because of the transposed current readings and stuck like glue to the final figure on the new bill. I did agree to the case being closed but on reflection I've regretted it now.

I'm going to take regular readings in future and if I can use them to prove that mum's previous bills have been over-estimated as much as I suspect, then I'll ask them to reconsider.

The lady I spoke to was very pleasant and patient, which was a refreshing change from the unhelpful virago CSA I had last week.

Thanks again Hengus and Wolf3.

I hope leolady gets a satisfactory conclusion soon.

leolady

I have just sent you an e mail asking if the correct method to contact you directly is by email to WebForumAdvisors@eonenergy.com.

Please let me know ASAP so I can give you details as requested

Former_E.ON_Company_Representative:_Malc

Hi thistledome and sorry for the late reply. As Helena said earlier, I've been on holiday for 10 days. Totally understand how confusing bills can be sometimes, especially where we've re-billed over a period of time. When altering bills, we need to show the adjustments involved and this can often throw up a series of figures. Thought I'd try to explain the billing on your mum's account based on the charges you've posted.

thistledome wrote: »

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

This bill shows your mum's account had a debit balance of £141.85 on 11 March 15. Since then, your mum paid £618 to leave the account in credit by £476.15 before the wrong statement was issued.

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

As you say, this statement is wrong and came about because we billed the day and night readings the wrong way round (transposed).

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

To sort this, we needed to re-bill the readings in the right order. When billing, we start with the closing balance from the very last statement (right or wrong). In this case, £770.02. We then re-bill the readings in the right order. For your mum, this meant going back to November last year and billing up to 1 June 15. This took off the wrong charges by crediting the account with £2198.53 (£2308.45 with VAT) and then put on the right charges with a debit of £1605.46 (£1685.73 with VAT). This left a credit balance of £593.07 (£622.72 with VAT).

The £622.72 is then taken off the opening balance of £770.02 to leave £147.30 outstanding.

In effect, we're charging your mum £1685.73 for usage between 21 November 14 and 1 June 15. We've taken off what she's already paid to give the remaining total. I do understand this looks like we've ignored the credit balance of £476.15 but I doubt this was right as we weren't billing correctly at the time. Going back to November has put the account back to what it should've been. I'd ignore the opening balances on previous bills as I suspect they're wrong and check out the charges between November 14 and June 15. This should give a better idea.

thistledome wrote: »

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.

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.

I hope the above shows we've gone back to last November and re-billed from there. If you've registered the account with our website, you can see previous bills on there. Even if not registered, you can sign up now and still see previous bills.

thistledome wrote: »

Conclusion: Eon wouldn't budge about the previous readings being the wrong way round and I have no proof or any hard evidence to argue with, so case closed. They offered a credit of £15 for my inconvenience/phone calls because of the transposed current readings and stuck like glue to the final figure on the new bill. I did agree to the case being closed but on reflection I've regretted it now.

I'm going to take regular readings in future and if I can use them to prove that mum's previous bills have been over-estimated as much as I suspect, then I'll ask them to reconsider.

The lady I spoke to was very pleasant and patient, which was a refreshing change from the unhelpful virago CSA I had last week.

Don't worry about agreeing to the case being closed. It can soon be re-opened and back dated to when you first raised this. I'm sorry the advisor you spoke to last week wasn't helpful but glad the second lady was more pleasant.

Malc

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

Hi Malc
Still waiting to hear if I have the correct 'off Forum' contact details for you.

Former_E.ON_Company_Representative:_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:

Hi leolady and sorry for the late reply. As Helena explained, I've not been around for over a week. I deal with both Customer Service and Complaints. The email address is under biography when going into my Public Profile.

leolady wrote: »

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?

leolady wrote: »

I have just sent you an e mail asking if the correct method to contact you directly is by email to [EMAIL="WebForumAdvisors@eonenergy.com"]WebForumAdvisors@eonenergy.com[/EMAIL].

Please let me know ASAP so I can give you details as requested

This is a shared mailbox which my colleagues can access and pick up any queries. I've just had a look and can only see one query outstanding. Not sure if it's you leolady. I'll reply within the next 10 minutes. Sorry if it's not you and I'm emailing someone else.

Malc

leolady

I have now sent you an e mail 'off forum'. Hope to here from you soon

Former_E.ON_Company_Representative:_Malc

Received email thanks leolady. Have just acknowledged it and will give a fuller explanation tomorrow. Thanks again.

Malc

thistledome

E.ON_Company_Representative:_Malc wrote: »

In effect, we're charging your mum £1685.73 for usage between 21 November 14 and 1 June 15.

Going back to November has put the account back to what it should've been. I'd ignore the opening balances on previous bills as I suspect they're wrong and check out the charges between November 14 and June 15. This should give a better idea.

Malc

Thanks for your post, Malc and for trying to explain the bill. Tbh, the lady I spoke to last week couldn't make me understand it until she used completely different figures from those on bill. She just said your mum has used X no. of units and paid £X amount of payments and this is the difference. That I can understand, and wish the bills were displayed in that way, but whatever.....

Those figures still look off to me as £1685.73 for 6 months electric is £280 per month, even for winter I think that's too much. That's why I'm going to take readings in future.

Thanks anyway. I hope you're successful for leolady, she's been waiting longer than me.

leolady

Thank you Thistledome. Malc has sent me an e mail saying he will look into my account and reply to me tomorrow. Keeping my fingers crossed.

I hope you can sort out your Mum's usage because the figure does sound incredibly high.

Former_E.ON_Company_Representative:_Malc

thistledome wrote: »

Thanks for your post, Malc and for trying to explain the bill. Tbh, the lady I spoke to last week couldn't make me understand it until she used completely different figures from those on bill. She just said your mum has used X no. of units and paid £X amount of payments and this is the difference. That I can understand, and wish the bills were displayed in that way, but whatever.....

Those figures still look off to me as £1685.73 for 6 months electric is £280 per month, even for winter I think that's too much. That's why I'm going to take readings in future.

Thanks anyway. I hope you're successful for leolady, she's been waiting longer than me.

Hi thistledome

Happy to help. Totally understand, it still seems a lot but hopefully it'll even out a bit as we go through summer and be more like the monthly amounts you're mum's currently spending. It's a great idea taking regular readings. Will help you keep on top of things and to spot any potential problems quickly.

Just a thought, but as your mum's 88, is she eligible for Warm Home Discount? It's a scheme to help vulnerable customers with their energy bills and is worth £140 this year so might help a bit. There's more information on our website including an application form.

She might also be eligible for help under the Energy Company Obligation (ECO). This is a Government led scheme that aims to cut usage by helping with energy saving stuff like cavity wall and loft insulation. Again, there's more details on our website as well other tips to help people save money by saving energy.

Hope these tips are useful thistledome.

Malc