Why haven't Eon reduced my direct debit?

Lozz

Hi all,


Wonder if you could help with this:-


Last summer we moved to a house with an antiquated heating/hot water system to say the least (we celebrated the boiler's 40th birthday with it ) Needless to say our bills were fairly high.


In December we simultaneously replaced the boiler/removed the immersion heater and since have had a much more effective system, and changed all of our lighting to LED. We also changed to an Eon fixed tariff, they gave us a rather decent £110 per month price which I though was on the low side but said we would review after 3 months.


I changed my bank details last month and suddenly the direct debit jumped to £130 at the end of February despite them not having had any readings yet. I wasn't too worried as I thought I would still owe them due to the winter quarter.


Yesterday I submitted meter readings (with only half an eye open cringing at what would come back) and was shocked and surprised to find we were £23 in credit .


Mind you, I was even more shocked today to find Eon have produced the bill and decided our direct debit doesn't need to change. Surely if our winter quarter bill is only £327 they don't need to be taking £390 over spring, summer and autumn quarters?


Any help really appreciated.


Lozz x

E.ON_Company_Representative:_Helena

Morning Lozz

Great to see you entering reads and keeping your account up to date.

The bill was only produced yesterday, so a system change may not be in place yet, or did you speak to us on the phone?

However, you can look at changing your own Direct Debit now, if you log in to your online account as normal, then click on Direct Debit manager it'll give you all the figures.

As long as you've got up to date reads (which you have) you'll be able to change the payments. If you wanted a big change though, you'll need to speak to us.

Hope this helps a little, but let me know if you'd like me to look at it for you

Helena

Lozz

Hi Helena,


Thanks for your message. Sorry I didn't reply earlier but following your advice yesterday has unearthed a bit of a minefield! I would be grateful for your help if possible.


Having logged into direct debit manager yesterday my new monthly estimated DD should be £434! It took me all day to find out why.


We are on an E7 meter (E7 newbies and no idea how it work). Our last quarters usage was 525kwh day usage and 1629 night usage. We received an email yesterday to say Eon are swapping the usages around so that in future the higher reading will be charged at the day rate.


The above has resulted in our estimated electricity usage for the rest of the plan ranging from £313 in June to £397 in October. Surely this can't be right?


I have checked with EDF and on our previous 2 bills with them the night usage was always around three times the day usage. We were paying them £130 per month and this covered the bills.


OH did call last night but was told it should right itself within 24 hours but DD manager is still showing £434 per month.


Any help you can give would be appreciated as we can't afford £434 per month!


Many thanks.


Lozz x

molerat

Are the day / night readings the correct way round ?

Lozz

molerat wrote: »

Are the day / night readings the correct way round ?

Eon say not. We gave readings of 525kwh day usage (when the meter flashes 1) and 1629 night usage (when the meter flashes 2). Eon say it should be the other way round.


Saying that I've costed up our last bill using the readings the other way round and as long as I have my sums right, I make the bill to be £291.33 for the winter quarter which sounds about right to me. I thought the £180 it came in at was on the low side.


And the above figures obviously add up to nowhere near their estimated £315-£400 per month usage for the next 8 months hence the £434 direct debit.


Many thanks.


Lozz x

E.ON_Company_Representative:_Helena

Hiya,

Sorry for the delay in replying

First thing to do, lets make sure we know which way round the reads should go.

So, sometime in the day read the meter, note down the reads, then boil the kettle and read the meter again an hour later.

Then will show us for sure, which the day rate it as this is the one that will have moved.

We can then make sure we bill the account properly from the start (although it sounds like this has been done)

It will take a bit of time for this to feed through to the online account and Direct Debit manager though.

Have you had a look today?

We can always re-calculate the Direct Debit for you

Helena

Lozz

Hi Helena,


I have already done as you suggested and have also done a load of washing at 3am lol. Eon are right that rate 1 is night and rate 2 is day (confusing much!), and I have done the sums on my last bill.


I have costed up my winter quarter electric bill at £291.33 before discount using the correct readings against the correct unit prices. DD manager is now showing I should be paying £434 per month for some reason, and estimating my monthly usage to be £315-£400 per month for electric alone, even during the summer. I have checked today and it is still showing the same figures.


I did email the person who emailed me about this but haven't had a response. And all this on top of a letter about losing our direct debit discount as we aren't paying by direct debit anymore (we are and always have!) is making me wonder why we changed in the first place.


Thanks for your response Helena, it is appreciated.


Lozz x

E.ON_Company_Representative:_Helena

Thanks Lozz,

Let me help you

If you'd like to send your account number, name and address to me at [EMAIL="forums@eonenergy.com"]forums@eonenergy.com[/EMAIL] I'll look at the account, check the Direct Debit for you.

We've changed the way we apply our discounts. Instead of a percentage discount for payment by Monthly Direct Debit, we now give a cash adjustment of £35 per fuel per year. This will be paid via a lower daily standing charge.

Also, there’s a £20 discount per year for taking both gas and electricity from us.

You can also receive up to £5 per year per fuel off bills if you register with our website for paperless billing.


Hope this helps


Helena

Lozz

Thanks Helena, I have emailed you the details.


We do take both fuels from you and already have paperless billing. It's more the suggested £434 per month DD we are worried about.


Thanks for your help.


Lozz x

E.ON_Company_Representative:_Helena

Lozz wrote: »

Thanks Helena, I have emailed you the details.


We do take both fuels from you and already have paperless billing. It's more the suggested £434 per month DD we are worried about.


Thanks for your help.


Lozz x

Sorry I was in late today

I'm looking at it now for you and I'll reply to the email.

Helena

Lozz

Big thanks to Helena and Malc for sorting this out for me. Am now reassured we are not facing a £3-£4k electricity bill for the next year.


Lozz x