Being tossed around NPower and EON

coolguycp1

I switched from Eon to nPower in early April, and I provided opening meter readings to nPower immediately upon the switching date. However, Eon used an estimated meter reading for gas (which was 200 units higher than my actual meter reading) to generate their final bill. When I received the bill in Ealry May, I checked with nPower if they had passed on and agreed the actual meter reading with Eon, however, nPower had not done so then, which they then promised to do at the earliest, and also advised that everything should be sorted out in the next 40 days.

Meanwhile, Eon charged me on the basis of their estimated meter reading and took around £250 extra through the direct debit.

Upon checking with nPower in early July (at the end of 40 day period), I was shocked to hear that nPower had still not provided an actual meter reading to Eon, due to which Eon could not do anything, which I subsequently cross-checked with eon when I called them. nPower finally submitted the actual meter readings to Eon mid July, and said they could do no more.

Now, Eon have received the actual meter reading and have generated the correct bill, however, they have refused to refund the extra amount as the case is still open with their ARD team, and asked me to wait without giving any timeframe for resolution.

It has now been over 4 months, and I am still waiting for my refund. Can someone please advise how should I get this issue resolved?

Former_E.ON_Company_Representative:_Malc

Hi coolguycp1

As you know, when a supply switches, it's the responsibility of the gaining supplier to let the losing supplier know the readings they intend to use to start their account. The losing supplier then uses the same readings to close their account.

In situations where we don't receive readings from the gaining supplier, we'll estimate a final reading and issue a bill.

However, accounts can be re-billed to an actual reading or where there's a dispute over the readings originally used. This is usually done through an industry wide procedure known as an Agreed Readings Dispute (ARD).

It sounds as though this is what's happening with your account. I suspect we've verbally agreed a reading with npower and have sent this for validation. This is done by third parties within the industry who are responsible for managing meter readings.

We'll need to wait for the reading to be validated before closing the ARD and sorting out your refund. This can take up to 30 days from the time the new reading was submitted.

Should we refund earlier and then have to re-submit a reading if the previous reading is rejected, this could result in us either not refunding enough or having to issue another bill.

Sorry for the delay but hope this explains what happens.

Malc

coolguycp1

Malc,

Thanks for your reply which has been useful.
Yes, the meter readings have been verbally agreed between NPower and EON about three weeks ago now. However, how will it be validated? Will someone physically check the meter reading as no one has been around to check the readings yet?

Former_E.ON_Company_Representative:_Malc

Hi coolguycp

Sorry if I've confused things a bit here.

By validating, I mean the readings will go to the organisation responsible for managing meter readings. They'll check they're in line with previous readings and consistent with expected consumption for the property.

Once confirmed, they'll send us an electronic message to advise. The account will then be updated accordingly.

No need to visit the property for this.

Sorry again for causing confusion but hope this makes things a little clearer.

Malc