Billing Address Collision With e.on

Cicatriz_2

Hi,

I recently moved into a home and attempted to setup my energy utility account with e.on as they were the existing providers of energy to the house. I did this using the online tool but didn't receive any confirmation by mail, email or telephone.

After a few weeks, including a couple of "To the Occupier" letters requesting payment of bills, I got in touch with e.on's customer support via the email ticketing system on their website. I provided details of my address and asked for my account to be activated so that I didn't receive any further billing demands "To the Occupier"

The same day I did this, I finally received my introductory package from e.on. A couple of days later their customer support got in touch saying that my account had now been created and they'd be mailing the introductory package shorty. This obviously created an overlap and two accounts had been setup...

A couple of weeks later, a letter arrived with my name, but the wrong address (I live in nB, the letter was addressed to n8 - presumably posted by the resident at n8). This suggests that the second account was created in my name but the house number was mis-read as an 8 rather than a B, and a rogue account has been created.

I've been in touch with e.on, who were quite happy to remove my name from the rogue account, although I believe the account simply should not exist. I've explained this scenario a couple of times, but e.on's position is that the residents at n8 should get in touch if they have concerns over their bill.

I'm going to speak to my neighbours and preempt any potential "To the Occupier" letters, but I'd rather prevent e.on from taking it to that, as this situation is not the fault of the residents at n8, but I'm having a lot of trouble getting my point across to e.on.

Has anyone encountered a similar situation with a rogue billing address and how to rectify it? Or any suggestions on how I can get my point across to e.on?

Thanks,

TL;DR e.on created a second account under my name but with an incorrect address but won't close the account.

dogshome

Quite a tangle that can only get worse until e.on cancel the rogue account

It's important that you protect yourself by WRITING to eon, (Recorded Dly), setting out the history of your contacts with them and theirs with you, to give yourself a shield when spurious bills arrive.
ALSO
Keep records of your meter readings safe and check that when bills do come in, that the meter No. on the bill matches that on your actual meter.

Former_E.ON_Company_Representative:_Malc

Hi Cicatriz

Certainly sounds confusing.

The important thing for you is to make sure the name, address, start date and metering details on your account are all correct.

These are all advised in our welcome packs.

Do the details in the welcome pack we've sent for nB match those for your property? If not, let us know.

I'm assuming the second account for N8 is for a different meter and we've mixed up the address details.

If this is the case, my colleagues are right in not discussing this account with you. As you're not responsible for energy used through this meter, I'm afraid, we're not permitted to discuss this with anyone other than the person responsible.

The customer responsible for this usage will need to talk to us directly to make sure an account is set up correctly.

Sorry if I've misunderstood anything here. Let me know if I have and I'll have another stab.

Malc

Cicatriz_2

E.ON_Company_Representative:_Malc wrote: »

Hi Cicatriz

Certainly sounds confusing.

The important thing for you is to make sure the name, address, start date and metering details on your account are all correct.

These are all advised in our welcome packs.

Do the details in the welcome pack we've sent for nB match those for your property? If not, let us know.

I'm assuming the second account for N8 is for a different meter and we've mixed up the address details.

If this is the case, my colleagues are right in not discussing this account with you. As you're not responsible for energy used through this meter, I'm afraid, we're not permitted to discuss this with anyone other than the person responsible.

The customer responsible for this usage will need to talk to us directly to make sure an account is set up correctly.

Sorry if I've misunderstood anything here. Let me know if I have and I'll have another stab.

Malc

Thanks for the reply Malc,

It's definitely confusing. I do have a legitimate account for my address in addition to the rogue account, which is successfully managed, billed and paid for (so far at least) and has no issues. This account appeared to be active from maybe a day or two before I got in touch with customer support, but due bad timing - my entry package being in the post whilst I wrote to your customer support.

I spoke to the guy at the other address, who was actually quite laid back about it all. They are also with e.on, but I think they have a per-existing account from before this mess occurred.

In summary, n8 has two accounts

1. The legitimate account for the owners of that house
2. The rogue account in my name

I have two accounts

1. My legitimate account
2. The rogue account for n8

I just don't think that the rogue account should exist at all, unless somehow I've taken ownership of the legitimate account at n8 (which is maybe why they're so chilled about it ), but I don't see how that could have happened as it would have been a new account.


I hope that makes some sort of sense.

Former_E.ON_Company_Representative:_Malc

Hi Cicatriz

Sorry for the late reply. I'm running a bit behind at the moment.

Are we talking about two separate account numbers but for the same address and with the same meter details?

If so, drop an email with the details to the address in my Profile. I'll be happy to take a look.

Malc

Cicatriz_2

No problem, thanks for looking into this.

I will email the details to you when I'm back from work.

Former_E.ON_Company_Representative:_Malc

Morning Cicatriz

Just to let you know, I've received and replied to your email.

Thanks

Malc