Please someone help me. Need to make a big complaint to Eon.

karlilay

Hi. This is going to be long, I apologise, but I really need some advice. I have been living in my current house, a 2 bed rented council house for nearly 3 years. The heating is run on a Amptec 12kw boiler, which is run straight off the mains electric. When I first moved in through the winter period I was paying £120 per month. By March I had run up a £800 bill on top of that, I was in pieces, and rang them to try and sort out why it had cost me that much. £10 or more a day to heat my house for just a few hours. I can't fully remember the conversation, but I know they fobbed me off with some !!!! excuse about it being my system and that it is an expensive way to heat the house, get in to the council to change it.

They requested a £240 per month direct debit from moe, all summer, which I just couldn't afford, we came to a £200 compromise and my mum lent me money each month to try and clear the balance.

During the phone call or one of the many I made in the first year, I was told countless times I was on a heatwise tarriff, and basically had 10 hours cheap electric per day. I set my timer to these times. And when the next winter came I was paying £150 DD. Over that period and with the help of my Grans heating payment of £100 from the government, I only warn aged to run up another £300 bill!!

This was ridiculous, I was in constant tears, I was sticking to the cheap times at 6p per KW. And my bills did come down a tiny bit, but still way over £600 per quarter. I just couldn't afford this,p, but I was reassured that was wha pt I was using, and just deal with it.

Over the summer I use £50 per month electric, so while paying £150 was just cleaning debt of £100 per month. I rang and rang, nothing was looked into. This year I have been paying £130 per month, 5 hours heating a day. And got in debt £250 over two months.

I requested a bill, and sat and looked into it thoroughly. My heating was not going through on the cheap afternoon or evening rates like I had been told and assumed. In fact it totally bypassed it and had been going through on the most expensive tarriff that whole 3 years iv been here.

I have got in touch with Eon, they were very apologetic, at first. I had two different representatives tell me they owe me ALOT of money, in fact both said to I for two thirds of what iv wrongly paid over the last 3 years which works out at nearly £3000.

Then the last time I phoned that previously helpful man who I'd been talking to all along, fobbed me off with an offer of £100 and said that's all I was entitled to. Even through all the heartache, phone calls,and being totally overcharged.

I asked to speak to the manager, she told me that it was tough luck. They had found that the heating system was on compatible with my tariff. When I asked about compensation I was told she would clear my current debit t them, how very nice of her, and that was it. She said the only ther tariff they could out me on was and 11p per kw, flat rate tarrif so even of they had noticed years ago, which they didn't I would have been paying the same anyway, so I was entitled to nothing back.

I'm so angry, I don't feel like this is enough for all the stress they have out me through, being made to feel like and idiot while they told me my cheap times which were never cheap!

Where do I go from here? Am I entitled to any money back?
Tia.

karlilay

Anyone?:( xx

Cardew

Have you read this thread, with some very helpful information on Heatwise from 'Malc' the EON representative?

https://forums.moneysavingexpert.com/discussion/3796407

Have you anything in writing from EON to say you were on a 'heatwise' tariff? - it would have been on a bill.

Heatwise is intended for storage heaters.

Were you setting the amptec to come on during the 3 sessions(afternoon, evening and through the night - 10 hours in total) What did you do in the morning?

Richie-from-the-Boro

- you claim to be on an E10 Heatwise tariff [7 off-peak night & 3 off-peak day] with your supplier
- the other 14 out of 24 hours at the expensive on-peak rate
- in para 6 you claim the 3 cheap day hours were counted as expensive day are ?

If that's the case, (1) you are not on a 10 hour off-peak Heatwise tariff but on E7, 7 hour off-peak tariff - or (2) the electricity meter is broken and needs to be replaced.

Amptec electric flow boilers are a very expensive, often times they are on an E10 Heatwise tariff, but are bordering on the totally useless in today's price market, electric wet central heating system, the tariff is designed for storage heaters - and you don't have storage heaters. You do have a large storage of water heated with the cheaper off-peak tariff, but still an expensive system unless its in an uber insulated dwelling because it relies on the efficiency of the insulation of the water cylinder. That however is rapidly depleted by pipework - doors constantly opening with two young bairns - pump delivery - etc.

Your supplier won't know what you are on and will care even less, it has nothing whatsoever to do with them. They supply - you use and pay.

Am you entitled to any money back? .. .. that depends on why .. .. " the 3 cheap off-peak day hours were counted as expensive on-peak day rate and as yet you haven't explained why ! "

So what tariff are you on - Heatwise with 10 off-peak cheap hours or some other tariff such as E7 ? and are you actually receiving 10 hours off-peak cheap electricity or only 7, and has someone been out to change your meter ?.

Update, light bulb memory 'karlilay' REM - April the year before last

chanz4

More to the point is it wired correctly and do you have a heatwise meter.

karlilay

I just found that thread from years ago, and didnt remember that i had written it.

I was told by the council and Eon, on more than one occasion i was on a heatwise tariff, which is Econamy 10 isnt it?

I get cheap hours, run at 6p per kw for the following hours.
3 constant hours from 1-4pm
2 hours 8-10pm
and then 5 hours between 12 & 7 am.

My heating is set for 6.30am-7.30am.
2-4pm & 8-10. I dont have and never have had the heating on over night.

My bills are split into 5 different bits. Which are the first 900kw at 24p (?) per kw.
Then there is the normal tariff, which correct me if im wrong is the electricity i use between the specified cheap times. This is 11p per kw.
Then there is what i presume to be afternoon rate.
And then an evening/night time rate.

When i looked at my bill, the afternoon rates have hardly moved, i think i had used 80kws over the quater and a bit more but not much afternoon and nights, then my normal rates i had used nearly 4000.
That shouldnt be right surely, as i had my heating switched on on a timer to only come on during the cheap times.

[Deleted User]

Can you get to grips with what actual times your electric meter is switching to the cheap rate. Understand how the meter is working. Is it a digital or analogue meter. also check the timer switch is operating properly and is at the correct time. Nearly all the analogue timer switches I see are not on the correct time, a lot are miles out, which skews the switchover times

karlilay

Yes i know the times because somehow my imersion heater is automatically set up to heat up on the cheap times. When its on, there is a little red light that comes on.

My times are 1.30-4.30 8-10pm and 12-5am.

The clock is fine. All the normal electric goes through the heatwise meter just fine, its just the heating that doesnt.

Richie-from-the-Boro

karlilay wrote: »

Yes i know the times because somehow my imersion heater is automatically set up to heat up on the cheap times. When its on, there is a little red light that comes on.

My times are 1.30-4.30 8-10pm and 12-5am.

The clock is fine. All the normal electric goes through the heatwise meter just fine, its just the heating that doesn't.

You, according to what you say pay the 6ppkW rate for :

- 3 hours 1300-1600
- 2 hours 2000-2200
- 5 hours 1200-0700 [sometime in the 7 available hours]
_______
10 hours TOTAL

- the heating doesn't as it were go through anything
- the energy you get in the hours above is converted into heat and stored in water
- this heated store~of~water in that 10 hours is the heat that is pumped round your radiators

Any electricity consumed by yourself or family outside those hours is charged at on-peak tariff rate. That would include everything, TV Amptec heating pump, oven, iron etc.

E.ON_Company_Representative:_Helena

Morning karlilay,

There is already some good info here and Cardew has kindly provided the link to one of Malc's threads that gives loads of good info.

There is obviously some real confusion here and I think you probably need to escalate your complaint and have this looked in to in much more detail.

Without knowing the exact tariff etc, then it's really hard to give you any proper advice above what has already been said.

You can escalate your complaint by using the details on the back of the bill, and if you ask to speak to a manager this should be arranged for you. So I'm sorry about the poor customer service you have received.

These meters and set ups can be quite complex, so you really need to speak with someone who has a bit of knowledge around this.

I hope all gets sorted for you, but you know where I am if you need any help.

Helena