at my wits end with Eon

catalina66

Hiya

I moved into this one-bedroom bungalow last July. Ancient meters and storage heaters. The meters are such that every meter reader has a problem getting the right 4 numbers, often only obtaining two. I started off paying quarterly, as I had no idea about storage heaters etc, in order to see how much I actually used. I was offered an assessment by Tadea. They visited in mid December and said I was being double-charged regarding the standing charge and on the entirely wrong tariff (overcharged again) and that the meter is not an economy 7 meter. Tadea made contact with Eon further in the New Year, after delays. I myself was trying to get a straight answer from Eon. I finally got to speak to someone called Faud (Customer Services). I noticed inconsistencies in information he was giving eg one minute he said there were only 2 tariffs available to me; later he referred to a third, etc etc. He also said if I have an economy 7 meter fitted, I'll lose my daytime hours of heat. Tadea, when I could eventually get hold of them, said all other companies except Eon are not providing the option of a tariff with daytime heat hours, so it's best to stick with Eon for now.

To try to explain as briefly as I can, I've received an email at last from Faud, after four meter readings being taken, that is so obviously inaccurate, I just cannot believe it. My online account clearly shows around £180 actual usage for the period of July 15 to November 22, yet he states £347! He then goes on to say the tariff was corrected in November, thus charges since then are correct ... Tadea did not visit until mid December, and the tariff was entirely wrong then. I am still on the Energyplan tariff but the charges appear to be less, when I look online, but I do not know if that is definite or when it was done. His conclusion is that I owe £647 since moving in in July to now, having been credited £80 due to tariff adjustment. He then states various options for paying, including a DD of £132 for 12 months, yet no breakdown of what is the accurate usage portion (debatable whether they have anything accurate) and what is the payment portion. When I had first tried to set up a DD, on moving in, they quoted me a £92 figure I think, which I found astounding. I paid EDF £60 for gas and electric at the previous property. I cannot believe that 8 months, adding up to £80 usage a month, is reasonable either, especially as I paid the first two bills, adding up to about £54 already ... again he doesn't state in his email that I have made any payments at all. Totally inaccurate. This is a really small bungalow, with only 3 heaters switched on, low usage/energy efficient. I'm not wasteful. And can't see how prices can have jumped £20 per month in the week I moved house!

I have not contacted him back at present, as I am beyond coping with Eon ... they get everything wrong; from overcharging to outright wrong amounts and lies about the tariff. Basically, I am certain things are very wrong, absolutely unable to communicate/fix things with a company that are entirely blind to facts and which I do not trust, and wondering what on earth to do. Tadea are very difficult to get hold of; it can take a while to get a response from them.

I would much appreciate advice.
Many thanks, Cat

Former_E.ON_Company_Representative:_Malc

Hi Cat

I'm sorry you're still having difficulties with your meter. You posted pictures of the meter on a separate MSE thread that I replied to towards the end of last year. Please see the link below.

https://forums.moneysavingexpert.com/discussion/4832096

Thought I'd try to flesh this out a bit.

Although you only have the one meter, it's set up in two parts.

This type of meter is specifically designed for all electric properties with storage heaters. They provide electricity at cheaper off peak rates at certain times during every 24 hour period for heating/water heating.

To do this, part of the meter will be wired directly into the heating/water heating circuits at your property.

Additionally, there's a boost button on your meter. This lets you top up the heating/water heating whenever you like. If activated during peak hours, though, this electricity will be charged at the higher rate.

This heating/water heating part of the meter comes with its own separate supply number. This covers two meter registers for off peak heating/water heating usage and any electricity used through the boost button.

The other part of the meter is set up like a conventional Economy 7 meter, in that, any electricity used during 7 continuous hours at night will be charged at off peak rates. This is for all usage.

This part of the meter has its own supply number too. It covers the other two meter registers for daytime peak usage and night off peak usage.

As there are two supply numbers, there are two standing charges.

Given this set up, we only have the one tariff available. This will be the Energy Plan with Electrical Heating RHT.

Have there been any estimates used when billing? If there has, later bills may be a catch up now we've accurate readings.

How much are we saying you've used in total since you moved in last July? Sorry, not sure from your post what this is.

Once sorted, we'll be happy to spread the balance over a more manageable period. Doesn't have to be with a Monthly Direct Debit but, if you were to go down this route, we give a cash adjustment of £35 per year off the standing charge.

As you've two standing charges, this will a total cash adjustment of £70 per year off your bills.

Given the nature of your post, I assume the advisor you mention (Faud) has a complaint open on your account. As part of our complaints procedure, we've a review process in place. This means we'll look again at how we've handled the complaint and the resolution offered.

If you've not already done this, speak to Faud about going down this route if you feel it would help.

Also, once the complaint is 56 days old, you've the option of going to the ombudsman for an independent review. Again, Faud will explain about this.

Hope this puts a bit more flesh on the bones so to speak following our discussion last year.

Malc

catalina66

E.ON_Company_Representative:_Malc wrote: »

Hi Cat

I'm sorry you're still having difficulties with your meter. You posted pictures of the meter on a separate MSE thread that I replied to towards the end of last year. Please see the link below.

https://forums.moneysavingexpert.com/discussion/4832096

Thought I'd try to flesh this out a bit.

Although you only have the one meter, it's set up in two parts.

This type of meter is specifically designed for all electric properties with storage heaters. They provide electricity at cheaper off peak rates at certain times during every 24 hour period for heating/water heating.

To do this, part of the meter will be wired directly into the heating/water heating circuits at your property.

Additionally, there's a boost button on your meter. This lets you top up the heating/water heating whenever you like. If activated during peak hours, though, this electricity will be charged at the higher rate.

This heating/water heating part of the meter comes with its own separate supply number. This covers two meter registers for off peak heating/water heating usage and any electricity used through the boost button.

The other part of the meter is set up like a conventional Economy 7 meter, in that, any electricity used during 7 continuous hours at night will be charged at off peak rates. This is for all usage.

This part of the meter has its own supply number too. It covers the other two meter registers for daytime peak usage and night off peak usage.

As there are two supply numbers, there are two standing charges.

Given this set up, we only have the one tariff available. This will be the Energy Plan with Electrical Heating RHT.

Have there been any estimates used when billing? If there has, later bills may be a catch up now we've accurate readings.

How much are we saying you've used in total since you moved in last July? Sorry, not sure from your post what this is.

Once sorted, we'll be happy to spread the balance over a more manageable period. Doesn't have to be with a Monthly Direct Debit but, if you were to go down this route, we give a cash adjustment of £35 per year off the standing charge.

As you've two standing charges, this will a total cash adjustment of £70 per year off your bills.

Given the nature of your post, I assume the advisor you mention (Faud) has a complaint open on your account. As part of our complaints procedure, we've a review process in place. This means we'll look again at how we've handled the complaint and the resolution offered.

If you've not already done this, speak to Faud about going down this route if you feel it would help.

Also, once the complaint is 56 days old, you've the option of going to the ombudsman for an independent review. Again, Faud will explain about this.

Hope this puts a bit more flesh on the bones so to speak following our discussion last year.

Malc

Hi Malc :-)

Yes, I remember posting the photos to try to work out the meters; thanks for your help with that, and for explaining the meters further.

There have been some estimates and some actual, and, having checked online, it does seem that the final bill involves some catch up, although Faud is still inaccurate about December's tariff. Final amount owing is said to be £647. Faud had given a £80 discount due to overbilling/wrong tariff, since July, but stated that December's tariff was correct, when it hadn't yet been adjusted. I think usage since July works out at £695. Bills were extremely low in the summer. November-Feb extremely high, which is a worry. Never paid this much at previous property, and using same devices etc, and just 3 heaters on low here. Really don't want a direct debit, as usage is extremely low most of the year.

The cash adjustment of £70 sounds good; thank you ... do you mean if I started a payment plan? I can't use a payment card, as it is very awkward to get to a post office plus mobility problems. I'm thinking I can only pay what I can when I can, over the phone, when I feel reassured the bill is fully accurate.

Thanks for advice. Much appreciate. :-)

sheffield_lad

catalina66 wrote: »

Hi Malc :-)

I'm thinking I can only pay what I can when I can, over the phone, when I feel reassured the bill is fully accurate.

Not sure that is the best plan and is often a way of getting more into debt and not exactly what Eon want to hear.


You need to get a payment plan spread over a year for your usage and then start paying off your debt. The alternative is often having pp meters fitted which for some can be a good method of not getting into more debt.


GL

catalina66

sheffield_lad wrote: »

Not sure that is the best plan and is often a way of getting more into debt and not exactly what Eon want to hear.


You need to get a payment plan spread over a year for your usage and then start paying off your debt. The alternative is often having pp meters fitted which for some can be a good method of not getting into more debt.


GL

Thanks very much for advice, sheffield lad ... will definitely look into that. :-) :beer:

Former_E.ON_Company_Representative:_Malc

catalina66 wrote: »

Hi Malc :-)

Yes, I remember posting the photos to try to work out the meters; thanks for your help with that, and for explaining the meters further.

There have been some estimates and some actual, and, having checked online, it does seem that the final bill involves some catch up, although Faud is still inaccurate about December's tariff. Final amount owing is said to be £647. Faud had given a £80 discount due to overbilling/wrong tariff, since July, but stated that December's tariff was correct, when it hadn't yet been adjusted. I think usage since July works out at £695. Bills were extremely low in the summer. November-Feb extremely high, which is a worry. Never paid this much at previous property, and using same devices etc, and just 3 heaters on low here. Really don't want a direct debit, as usage is extremely low most of the year.

The cash adjustment of £70 sounds good; thank you ... do you mean if I started a payment plan? I can't use a payment card, as it is very awkward to get to a post office plus mobility problems. I'm thinking I can only pay what I can when I can, over the phone, when I feel reassured the bill is fully accurate.

Thanks for advice. Much appreciate. :-)

Hi Cat

Glad the meter info was helpful. I really do understand how difficult these meters can be to fathom sometimes.

On the cash adjustment, this is only available with a Monthly Direct Debit.

We do have other types of payment arrangements, but there aren't any cash incentives with these options.

With any of the alternatives, you don't necessarily need to pay at a Post Office with a payment card. You can pay online or over the phone. Alternatively, you can set up a Standing Order with your bank. Whichever is best for you.

Where accounts have an outstanding balance, a formal payment arrangement makes sure there's no debt follow up.

If we've under-estimated in the past and then sent a catch up bill, this can distort the usage picture.

£695 since last July works out at approx £87 per month. Hopefully, this will go down as we go into summer. Once there's a number of actual readings on the account, you'll be able to see a much more accurate picture of the ongoing usage.

Keep talking to Faud and use the complaint review route I mentioned yesterday if you're in any doubt.

Hope this helps Cat. Give me a shout if you need any more advice/info as happy to help.

Malc