Eon Billing Problem

joshjp

My wife and I began renting a house in September this month, and registered with eon for gas and electricity - providing readings from when we moved in.

We made it clear we wanted to pay monthly and they had no issue with this, stating they would set this up for us, along with our new account - neither of us had previously been registered with them before.

After providing our next reading online a month later, I phoned up to check they had received this. To which, the response was that it would take 24 hours to register, and then they would send the bill to us.

This never happened, and when I got back in touch, they said to submit new readings online, which I then did.

Again, the same happened, and to cut the story short, when November came, we still had not received a bill and were still being told the same.

This time, I submitted the new reading and phoned them up, to which I was told that the account hadn't actually been set up properly by themselves!

All this time, we were expecting to be paying monthly; as first time renters this is more manageable for us at the moment, as we can't afford a huge bill all at once.

A few days later, the account had been set up and we received a bill for £180.

Is there anything we can do to complain about this service? As you would expect the account to have been set up correctly to begin with - not months later!

It now turns out we've got this huge bill to pay at once, just before Christmas.

giraffe69

1. It isn't huge
2. Nothing stopped you putting money aside each month so you weren't faced with several months worth at once.
3. You can complain about the service if you wish.

ALIBOBSY

They still should be able to set up a monthly payment that will include a bit extra for the arrears owed. Did you set up the direct debit?

Worth ringing them and saying as the delay in setting up the account is their error you would like them to spread the arrears over the next twelve months of direct debit, they don't usually have an issue with this.

Ali x

Former_E.ON_Company_Representative:_Malc

Hi joshjp

I'm sorry we didn't set the account up as you asked. This can soon be sorted out, though.

As ALIBOBSY says, if you contact us with your bank details, we'll set up a Monthly Direct Debit and include the current balance. We'll be happy to spread this balance over a more manageable period so you're not faced with paying a lump sum in one go.

We've a set complaints process. Details will be on the bill you've received. There's also more information on our website.

Going forward, if you've registered with our website, you'll be billed quarterly. However, there's a facility on our website where customers can request bills when they enter meter readings. If I might explain.

We operate what's known as a billing window. For quarterly customers, the billing window is open for 14 days either side of the bill date. Readings entered during this period will automatically create a bill.

Readings entered outside the billing window are noted but not used for billing. However, when entering readings outside the billing window, customers registered with our website are given two options. They can either view the balance the readings will produce or they can request a bill. Just select the latter if you want monthly bills.

Hope this helps joshjp. Let me know if you need any more details.

Malc