An issue with E-on billing for different address

hsurbex

Hi guys

I don't post that much but read a lot and i'm looking for some guidance on how to deal with a situation I have with E-on.

In November 2011 I moved into a 1 bed flat. I gave them opening readings from the meter and set everything up to go out on direct debit as per usual, all was fine I assumed.

When the first bill arrived (January time) the readings were way out, by a few 1000 units. This was my reading vs the meter man readings. I contacted e-on immediately and after some time they confirmed that due the address being a new address on an existing site they'd actually been reading a meter about 1/2 a mile down the road.

I understood the mistake they had made and asked them to rectify it and in the meantime I would cancel the DD whilst it is resolved. However, I did not hear back from them to confirm how they were to proceed with a resolution so I got in touch a number of times asking for an update.

I moved out in the following May (2012) and I completely forgot about everything, I even contacted them to let them know I've moved out and gave my forwarding address. Next thing I know I received a final bill for the last 3 months (Feb - May) for £360 something!

Again I got in touch and they acknowledged the error with the readings (I had been giving them readings every month from my meter) and said they will look into it and get back to me. Fine, no problem, I understand it will take some time.

Fast forward a few months, my account is now with some debt collection agency for the amount if not more with 'charges' but most worriyingly I have SIX defaults on my credit file for that period where I was with them!

Obviously I need to get this looked at, the balance resolved and the defaults removed as I withheld payment as per e-on until the case was sorted. I offered to make payments on the account but was advised to hang on whilst the issue is corrected.

I am happy to pay what I used, which over the 6 months I equated to roughly £120 (property was electric only and I only stayed there 2 days out of 7) but I'm unsure how to proceed. Do I get in touch with e-on directly, the collectors (whom I haven't entertained up until now) or the ombudsman?

I feel I have been seriously unfairly treated as I gave them plenty of scope to fix the problem and they still haven't done and essnetially placed me in debt with them!

Any advice on how to move forward?

Thanks!

scheming_gypsy

Get in touch with E-on's customer services / complaints department and take it from there. The debt collectors are acting on their clients instructions so whatever you tell them will just come across as another sob story from somebody who can't afford to pay their bill.

hsurbex

scheming_gypsy wrote: »

Get in touch with E-on's customer services / complaints department and take it from there. The debt collectors are acting on their clients instructions so whatever you tell them will just come across as another sob story from somebody who can't afford to pay their bill.

Would you recommend speaking to them on the phone or writing to them in the first instance?

Former_E.ON_Company_Representative:_Malc

Hi hsurbex

I'm sorry this has taken so long to sort out.

The original problem at your flat sounds like what we call a crossed meter. This is where we're billing your address but to the wrong meter.

I have to say, this isn't uncommon in blocks of flats especially if it's a new build or new address. We're often given the wrong information by builders/developers etc when buildings are altered or first constructed.

For this reason, we've a specialist team who look after accounts like this. They're the New Connections Crossed Meter team and these are the guys who'll need to put this right.

There may also be quite a few other properties affected. Therefore, each set of accounts will have a specific manager. It's this manager who'll sort this out for you.

Also, we'll open a complaint for you and this will stop debt follow up whilst the account is sorted out.

I know you've now moved out but, if you still have some details, it'll certainly help move things on a bit. Things like the serial number from the actual meter, full postal address of the flat or a plot number if applicable.

You can either call them direct or drop an email to the address in my Profile and I'll be happy to find out who's looking after this particular case and put you in touch.

Malc

hsurbex

E.ON_Company_Representative:_Malc wrote: »

Hi hsurbex

I'm sorry this has taken so long to sort out.

The original problem at your flat sounds like what we call a crossed meter. This is where we're billing your address but to the wrong meter.

I have to say, this isn't uncommon in blocks of flats especially if it's a new build or new address. We're often given the wrong information by builders/developers etc when buildings are altered or first constructed.

For this reason, we've a specialist team who look after accounts like this. They're the New Connections Crossed Meter team and these are the guys who'll need to put this right.

There may also be quite a few other properties affected. Therefore, each set of accounts will have a specific manager. It's this manager who'll sort this out for you.

Also, we'll open a complaint for you and this will stop debt follow up whilst the account is sorted out.

I know you've now moved out but, if you still have some details, it'll certainly help move things on a bit. Things like the serial number from the actual meter, full postal address of the flat or a plot number if applicable.

You can either call them direct or drop an email to the address in my Profile and I'll be happy to find out who's looking after this particular case and put you in touch.

Malc

Thankyou for your comprehensive response. I have emailed you with more information and I look forward to your response.

Thanks,

J

Former_E.ON_Company_Representative:_Malc

Hi J

Thanks for the email. I've received it and will reply before the end of the day.

Malc