Eon Charging almost treble for gas - using wrong calculation

rain20

Hi

Just wanted some advice. Sorry if a bit long.
Im with Eon and last year changed from a prepaid meter to direct debit. They came and changed the meter. It has M3 on it so i believe this is a metric meter.

I have noticed on the bill for last June to july 40 days on the old meter they charged £44 for 98 units then on the new meter July to september 154 units they charged £189. This was suummer so had no heating on.

i looked into this and discovered they were using the 2.8 conversion calculation (so imperial calculation). They have said You do have a meter that measures in HCF, but this has to them be converted in to m3.

I have emailed them 4 times and told them i am on a metric meter.
Checked meter it has an M3 on it - so took a photo and emailed it to them.
They just keep saying no im on a imperial meter and the calculation is correct.

I have sent them the bill twice and said even if i was on an imperial meter the sums do not add up
98 units = £44
154 units = £189

Their own website says under how to tell what meter you are on - if it has m3 it is metric.

I don't know what else to do. We have the heating on for about 1 hour a day.

Any advice?

[Deleted User]

Do they agree that they are billing you on an imperial meter rates ? If so, tell them to get their meter reader round then if they dont believe you. Its not uncommon the imperial/metric mess up, results in a 2.8 increase in your gas bill.

rain20

Hi

Yeah they have said I am on imperial meter, despite me sending them a photo of the meter which shows a big M3 on it.

The last email I sent them today I asked if someone could come and verify what meter I am on.
I also sent them a copy of what they have on their website about how to know what meter you have.

They havent replied yet. Seems to take them 2 days to reply between emails.

dogshome

Fortget Emails or phone calls
This all very odd - Your 98 units charged at £44 on the old meter shows it to be charged on a METRIC meter rate - The new meter bill at 154 units charged at £189 is at IMPERIAL meter rate -(A meter exchange from METRIC to IMPERIAL is as rare as Rocking Horse sh*t, and has been for some years )

WRITE a letter headed COMPLAINT - In the strange world inhabited by energy suppliers, (Because of the terms of their licence the word "Complaint" in writing puts them on notice that they must resolve the problem in 56 days - If they don't you go to the Ombudsman on day 57) Include yet another photo of your meter, and make a claim for the expenses of writing and wasted time talking to Customer Services on the phone

Former_E.ON_Company_Representative:_Malc

Hi rain20

I agree with dogshome, going from a metric to an imperial gas meter is very rare. I suspect we've fitted a metric meter as you say but not updated our systems fully yet.

This certainly needs investigating further and we've specialist teams who do this.

You can either follow the route suggested by dogshome or drop an email to the address in my Profile. I'll be happy to take a look.

Malc

rain20

Thanks Dogshome and Malc.

It is strange - at least I know how to work out my gas bills now lol. Not as hard as I thought but when trying to explain to someone else - I think it must be what Malc has said that Eon havent updated there systems.
But just feel like they are fobbing me off and ignoring the obvious mistake in the bill and photo.
I will try and email Malc and see if he can help.

This site is great lol

rain20

Hi

Just wanted to give an update.
I emailed Malc on Friday Evening and just had a reply from Eon today.

They apologised that they had recorded the wrong meter and that no-one listened to me.

Ive pasted the below from the email.

What I've done:
You're correct in that you have metric not an imperial gas meter in your property and this has billed incorrectly. I've passed this information to our historic metering team to correct and send you a correct bill.

Timescale:
This has gone on to a spread sheet to be worked over the next 2 weeks and then you'll receive a new bill with the correct gas charges.

I want to give a big thank you to Malc the Eon Representative, you are a star.
It has been very frustrating trying to deal with this and I feel like I was being dismissed by Eon but Malc listened and sorted this problem out very quickly.

They also sent a customer satisfaction survey - I filled it out and told them to listen to their customers.
Won't hold my breath though lol

E.ON_Company_Representative:_Helena

rain20 wrote: »

Hi

Just wanted to give an update.
I emailed Malc on Friday Evening and just had a reply from Eon today.

They apologised that they had recorded the wrong meter and that no-one listened to me.

Ive pasted the below from the email.

What I've done:
You're correct in that you have metric not an imperial gas meter in your property and this has billed incorrectly. I've passed this information to our historic metering team to correct and send you a correct bill.

Timescale:
This has gone on to a spread sheet to be worked over the next 2 weeks and then you'll receive a new bill with the correct gas charges.

I want to give a big thank you to Malc the Eon Representative, you are a star.
It has been very frustrating trying to deal with this and I feel like I was being dismissed by Eon but Malc listened and sorted this problem out very quickly.

They also sent a customer satisfaction survey - I filled it out and told them to listen to their customers.
Won't hold my breath though lol

Thanks so much for letting us know

I'll be sure to pass your post on to Malc for you, he's just having a couple of days off.

I'm so please he was able to help you get this sorted out and I know he'll be keeping an eye on it for you.

Helena:)