Our electricity has been cut off. Have we been paying someone else's bill??!?

chanz4

[EMAIL="meter.security@eon.com"]meter.security@eon.com[/EMAIL] think their email is

billycasper_2

What about bad publicity, local press doing a piece on a terrible mix up leaving a young family without power combined with a desperate call to your councillor etc etc.. anythings worth a shot

[Deleted User]

I agree Anne2, I have tried repeatedly to contact EON RPU in the past, they never answered the phone once, I ended up calling the National Grid to deal with an Eon bypassed gas meter I found. Our company G4S are now contracted to deal with EON electric bypasses but I think you should stick to calling EON customer services. I was informed that its European Law now not to leave households with vulnerable adults and children without electricity.

chanz4

sacsquacco wrote: »

I agree Anne2, I have tried repeatedly to contact EON RPU in the past, they never answered the phone once, I ended up calling the National Grid to deal with an Eon bypassed gas meter I found. Our company G4S are now contracted to deal with EON electric bypasses but I think you should stick to calling EON customer services. I was informed that its European Law now not to leave households with vulnerable adults and children without electricity.

Nope, no right to electricty or gas. A supplier has the right to withold the property pending investigation / resoloution.

Op if you cant get through to them and you can prove you have kids call consumer focus.

Inregards to gas bypass, really they should always goto 0800 111999 as first call

Former_E.ON_Company_Representative:_Malc

Anne2 wrote: »

Revenue protection services are not answering their phones or returning calls, so we can't even get our electricity back let alone deal with all the other issues. I left numerous messages today, was left on hold to them for over an hour by eon. Another more helpful lady at eon tried to call them for me and sent them urgent e mails, but no one has replied. THIS IS RIDICULOUS!!! Apparently they are the only people who can tell me what the !!!!!!! hell is going on and give me some electricity, but I can not speak to them.

Any suggestions!??!

Hi Anne

I'm sorry you're having such a difficult time talking to our Revenue Protection team.

I suspect this is related to the problems we've had over the last few days with our phone lines/systems. These problems have caused many of our lines to be down for long periods.

Just about all lines are now working again.

The advisor you spoke to was correct, in that, once a situation has reached the stage where a meter has been removed because of suspected tampering, then the case sits entirely with Revenue Protection. No other advisor is allowed to take any action.

If you've not managed to talk to them yet, you can try again now. Alternatively, drop an email to the address in my Profile if you prefer. Although I, too, won't be able to help directly, I'll be happy to make them aware of your situation.

Malc

roh999

E.ON_Company_Representative:_Malc wrote: »

Hi Anne

I'm sorry you're having such a difficult time talking to our Revenue Protection team.

I suspect this is related to the problems we've had over the last few days with our phone lines/systems. These problems have caused many of our lines to be down for long periods.

Just about all lines are now working again.

The advisor you spoke to was correct, in that, once a situation has reached the stage where a meter has been removed because of suspected tampering, then the case sits entirely with Revenue Protection. No other advisor is allowed to take any action.

If you've not managed to talk to them yet, you can try again now. Alternatively, drop an email to the address in my Profile if you prefer. Although I, too, won't be able to help directly, I'll be happy to make them aware of your situation.

Malc

its funny that how my dad has been struggling to get his warm home payment from eon and has been for several months,that excuse has come out many times over the last few week,phone line/systems and the like,i put it to you your bare faced liars and that excuse is the simpliest when a customer is unhappy,your customer service has to be one of the worst!

Former_E.ON_Company_Representative:_Malc

Hi roh999

The problems described above were very real indeed. They even resulted in the need to close certain offices.

Although I haven't been here for the last few days, my colleagues have updated me on the amount of technical problems they've experienced.

We did put messages on many of our phone lines as well as keeping customers informed via our twitter and Facebook pages.

I've replied on the thread below about your Dad's Warm Home Discount issues.

https://forums.moneysavingexpert.com/discussion/4604965

Hope this is of interest.

Malc

Anne2

I enlisted the help of my MP who has been amazing. Their assistant managed to speak to someone from the director's office who promised to send someone this evening to check that the situation is not hazardous. (given that it seems like the guy upstairs reconnected himself to the mains!!!) No one came! Now entering day 5 of this chaotic nightmare! I need a reality check; I feel like I am playing a part in Eastenders; this is the stuff of soap scripts.

billycasper_2

No not eastenders, the truman show...its all made up !!!
In reality the guy upstairs sounds like he's got a lot to answer for. try again with your mp, try ringing the publicity dept of the supplier pretending to be from your biggest local newspaper wanting to know why they have cut a young family off and left. .get onto twitter and linkedin where directors can potentially be contacted. post on there facebook page detailing your daily struggle.
i once did this and was amazed how quickly the response was. at first they deleted the comments but once people started to comment they were quick to contact me direct.

im also confused as to why eon are now posting??, wasnt it edf??

chanz4

It wont be the supplier, it will be the revenue protection unit for the area