Eon problem

abiabc

Transferred on 20/02/14 from Staywam (due to closure of plan) to EnergyPlan and due for first bill on 14/03/14 according to online account. Entered meter readings today - on 14/03/14 for 13/03/14 but Eon have replaced these with higher estimates for 14/03/14 and updated my account balance to £185.25 in debit. I was not given the option to create a bill at this point although I thought I should be able to? Presumably Eon have used their estimates on 14/03/14 rather than my actual figures as this is what is showing in the meter reading history.

What really concerns me is that after I entered the readings and got this updated balance the site initially said "your bill is being produced", but then this disappeared. All I can see in my billing and payments history is Bill (14 Mar 14) £185.25 but when I click go to bill, it says there are no bills to view. Bill breakdown also gives me no information. I have no real bill. Under charges it also says there is no bill information.

I have no way of checking how you have come to the figure of £185.25 in debit if I cannot view a bill or a breakdown of a bill. I am also scared of putting in any more meter readings for fear of what they may create. I should be in a billing window yet it says against these latest readings - not used for billing - even though it is an Eon estimate and the account said a bill was due on 14/03/14. I appreciate that any reads before 20/02/14 would not be used for billing as Staywarm did not use meter readings for billing. But surely any from 20/02/14 should be being used for billing.

Also I have just in the last 10 minutes received an email to say:-
Your latest bill is now ready.

To view it, go to ...... and log in to 'Your Account' option.

But there is no bill there.

Is there some problem in switchover from Staywarm to new tariffs with online billing etc.

I would be grateful if someone could set my mind at rest that my account is not going to get into a huge mess.

Thank you
Cynthia Skerrey

abiabc

Bill has just appeared - time delay, learning curve.
Apologies.

Former_E.ON_Company_Representative:_Malc

Hi Cynthia and welcome to the Forum.

Sounds as though we were issuing the bill at round about the same time you were entering meter readings. I suspect this is why you weren't given the option of creating your own bill.

Don't worry, we'll be happy to re-bill the account to your readings. You'll need to contact us though. You can either call in or drop an email to the address in my Profile if you prefer.

Once a bill is issued, it takes a few hours before it's ready to view online. We've also been having a few techy problems with the website this week. Either of these could possibly be stopping you seeing your bill.

I'd try again tomorrow. Should be there by then.

Hope this puts your mind at rest. If not, give me a shout. I'll be happy to help.

Malc

abiabc

Hi Malc

Just wanted to thank you for your advice. Also to Chris at Eon for the phone call.

Malc you were spot on that I was having problems because I was trying to enter a meter reading the same day as the bill was issued. The system didn't like it at all and overrode my readings with Eon's estimates.

The following day I was able to enter the real meter reads and the system happily generated a new bill which took about 2 hours to come through.

Moral of the story - don't try to enter meter readings the same day the bill is due to be issued! Plus don't be too impatient for the bill to appear.

Thanks again.

Former_E.ON_Company_Representative:_Malc

Hi Cynthia

Glad all worked out ok. Thanks for letting me know. It's really appreciated.

Malc