Eon bill problem

TMLondon

Hi

I have been trying to resolve a problem with Eon for some time with no results..

I bought a property in October which had pre-payment meters installed. I was quite keen to change them to normal meters, and as my current supplier charged for the change, I decided to switch to EON as they promised that they will change the meters for free.

I have switch to EON in the end of October, they have scheduled in the meters switch in a month time, and in the meantime I was told I should use my pre-payment meters as usual. I had some credit left on both my electric and gas meters, and EON advisor told me that I should use up all my credit with old supplier on both meters, and when I have nearly £0, I should purchase credit on new EON pre-payment cards and insert those into meters. That's what I've done.

The meters were changed on 7 December 2012, and in January 2013 I received a bill from EON. I am confused with pre-payment side of it though.

The gas bill states that from 1 November until 7 December I used a total of £52, and paid only for £33, meaning they are charging me additional £19 for the time I was on a pre-payment . Same story with electricity...
As far as I understand, they are charging me for gas and electricity used when I was using up my remaining credit with previous supplier. But this is what EON advised me to do!

I had numerous discussions with EON's customer services, spent hours on the phone to no result.. Noone seems to understand what has happened and passes me from one department to another, with promises to look into the matter and call me back, which never happens, which is very frustrating to say the least.

I wonder if anyone had a similar issue?

macman

You should have used a new card as soon as you could obtain one, otherwise you can end up paying off the debt from the previous account.

TMLondon

macman wrote: »

You should have used a new card as soon as you could obtain one, otherwise you can end up paying off the debt from the previous account.

I requested new cards prom my previous supplier as soon as I moved in, and they have also checked the setting on my meters making sure I am not paying someone else's debt. So should be no problem with that.

I wish I had stayed with my original supplier and not swtiched to EON - their customer service is so frustrating!

MAYAN65

If you had credit left from your old supplier when you switched then call them up and they will send you a cheque it will be about 19 give or take then send it to E.on. (i know you have used the credit but the moneys been sent to the wrong company) if you call your old supplier they will have a final balance upto the date you switched and there shoud be a credit balance which you are entitled too. Eon can ask you for the 19 so you need to pay this. I know its a stupid system but 1 should pay the other more or less it wont be exact as they charge different amounts

Former_E.ON_Company_Representative:_Malc

Hi TMLondon

I'm sorry you were unhappy with the help received when you called in and that we didn't call back when promised.

On prepayment meters, once the new payment devices are used, all settings on the meters are reset.

All remaining credit bought from the previous supplier is also wiped. This is why our advisor will have recommended using this credit up first.

Following a meter exchange, we send out a statement to show the usage, unit rates charged and payments made through the prepayment meter.

Sometimes they can either show a credit or debit balance. There can be a number of reasons for this.

The engineer changing the meter will have sent us the closing readings. They'll have also left them on a label tied to the meter.

Did you give us readings when you changed over to us?

If you did, make sure the statement runs from the change of supply readings through to the removal readings.

Let us know if it doesn't or if estimates have been used. This may result in a balance.

If this is the case and you have accurate readings, please let us have them. We'll issue another statement to these.

Are all the payments made using our devices shown on the statement? Let us know if they aren't (copy receipts will be good). We'll search for them and allocate to the account.

Check the prices on your statement. Are these the same as those advised in your Welcome Pack? Let us know if they're different.

Hope this helps point you in the right direction. Let me know if you need any more info as will be happy to help.

Malc