Latest eon billing errors

mikewill34

My mother-in-law passed away on 14-Aug-2013, eon were informed of this and were told the property would be unoccupied.

Since then the executors have had six bills.

Three of them arrived in the space of three days (24-Nov-2013, 26-Nov-2013 & 27-Nov-2013).

Two of the bills have hugely over estimated readings.

The property has a Heatwise meter which has five readings. Two for "normal" electricity and three for the heating. One of the bills has actual readings for three out of five.

On the next bill two days later the two out of five previously estimated readings have magically become actual readings with a lower value and five new estimated readings have appeared for two days later.

On the fifth bill all five readings have been grossly overestimated because eon's estimators assumed someone was living there.

On the sixth and final bill the dates for the readings are wrong, hence 25 days worth of standing changes will not be billed.

I believe that somewhere during the production of the multitude of bills and corrections that serious mistakes have happened, which has resulted in a much higher final bill than it should be.

For heatwise the bill is effectively TWO separate supplies, hence two standing charges. On one of the bills there were two different charging periods, both starting on the same day and ending two days apart, yet on the bill the standing charge for both was for the same number of days. This in not mathematically possible.

On all six bills there are discounts, for "No Gas" and "Prompt Payment" which I have never been able to work out how they are calculated.

We ended up with a final bill of £323.59. If I calculate my own bill based on the very first customer reading an estimate for 18-Jan-2014 (when tariff changed) and the final reading on completion of the sale of the property I end up with us being in credit by £15.85.
It is my belief that the discrepancy is due to the bills being handled by too many people.

What I would like to happen is that eon revoke all six bills and produce a new single bill using the figures I have done.

I would like some assistance from an eon representative please.
Malc are you still active on this forum as you have helped me in the past?

mikewill34

Hi Malc,

Forgot to say in my earlier post.

While my mother-in-law was alive I had her full authority to discuss the account.

Do I need to get the executors (my brother-in-law and sister-in-law) to re-confirm this authority?

EllenorR

mikewill34 wrote: »

My mother-in-law passed away on 14-Aug-2013, eon were informed of this and were told the property would be unoccupied.

Since then the executors have had six bills.

Three of them arrived in the space of three days (24-Nov-2013, 26-Nov-2013 & 27-Nov-2013).

Two of the bills have hugely over estimated readings.

The property has a Heatwise meter which has five readings. Two for "normal" electricity and three for the heating. One of the bills has actual readings for three out of five.

On the next bill two days later the two out of five previously estimated readings have magically become actual readings with a lower value and five new estimated readings have appeared for two days later.

On the fifth bill all five readings have been grossly overestimated because eon's estimators assumed someone was living there.

On the sixth and final bill the dates for the readings are wrong, hence 25 days worth of standing changes will not be billed.

I believe that somewhere during the production of the multitude of bills and corrections that serious mistakes have happened, which has resulted in a much higher final bill than it should be.

For heatwise the bill is effectively TWO separate supplies, hence two standing charges. On one of the bills there were two different charging periods, both starting on the same day and ending two days apart, yet on the bill the standing charge for both was for the same number of days. This in not mathematically possible.

On all six bills there are discounts, for "No Gas" and "Prompt Payment" which I have never been able to work out how they are calculated.

We ended up with a final bill of £323.59. If I calculate my own bill based on the very first customer reading an estimate for 18-Jan-2014 (when tariff changed) and the final reading on completion of the sale of the property I end up with us being in credit by £15.85.
It is my belief that the discrepancy is due to the bills being handled by too many people.

What I would like to happen is that eon revoke all six bills and produce a new single bill using the figures I have done.

I would like some assistance from an eon representative please.
Malc are you still active on this forum as you have helped me in the past?

mikewill34 wrote: »

Hi Malc,

Forgot to say in my earlier post.

While my mother-in-law was alive I had her full authority to discuss the account.

Do I need to get the executors (my brother-in-law and sister-in-law) to re-confirm this authority?

Having been through a similar experience recently, I am confused as to why you think you only owe the supplier from 18-Jan-2014 until date of sale, when your MIL passed away 14-Aug-2013.

As executor, you are responsible for paying all that is owed until date of sale. That may actually include amounts accumulated prior to 14-Aug-2013..

You need to go back to the last bill based on an actual readings for all the registries.
Then calculate the consumption until sold and hence the total cost of consumption at the appropraite tariff rates. Don't forget to include other charges such as standing charges. Also allow for any amount carried forward (debit or credit) on that earlier bill based on actual meter readings.

The total any payments made over this period and deduct this from the amount above.

The balance is what is owed.


If this differs from what is being claimed by the supplier, and you cannot resolve it by phone, then write a letter of complaint giving the full details above, and I'm sure the supplier will get back to you

mikewill34

EllenorR wrote: »

Having been through a similar experience recently, I am confused as to why you think you only owe the supplier from 18-Jan-2014 until date of sale, when your MIL passed away 14-Aug-2013.

As executor, you are responsible for paying all that is owed until date of sale. That may actually include amounts accumulated prior to 14-Aug-2013..

You need to go back to the last bill based on an actual readings for all the registries.
Then calculate the consumption until sold and hence the total cost of consumption at the appropraite tariff rates. Don't forget to include other charges such as standing charges. Also allow for any amount carried forward (debit or credit) on that earlier bill based on actual meter readings.

The total any payments made over this period and deduct this from the amount above.

The balance is what is owed.


If this differs from what is being claimed by the supplier, and you cannot resolve it by phone, then write a letter of complaint giving the full details above, and I'm sure the supplier will get back to you

Sorry I may have not made it 100% clear.

I am calculating my own bill using my accurate readings on 11-May-2013 (last bill while alive), 26-Nov-2013, 24-Apr-2014 and an eon estimate for 18-Jan-2014 when the tariffs changed.

Yes I am adding in standing charges etc.
I have been "here" before and Malc helped me to resolve the issue.

E.ON_Company_Representative:_Helena

mikewill34 wrote: »

Sorry I may have not made it 100% clear.

I am calculating my own bill using my accurate readings on 11-May-2013 (last bill while alive), 26-Nov-2013, 24-Apr-2014 and an eon estimate for 18-Jan-2014 when the tariffs changed.

Yes I am adding in standing charges etc.
I have been "here" before and Malc helped me to resolve the issue.

Hi Mike,

Malc is here and just doing a reply for you.

He won't be long

Helena

mikewill34

E.ON_Company_Representative:_Helena wrote: »

Hi Mike,

Malc is here and just doing a reply for you.

He won't be long

Helena

Thanks Helena,

I intend to do the same as last time and email a word document with the full details to the WebForumAdvisors@eonenergy.com address.

Please advise if this is still the most appropriate means.

Former_E.ON_Company_Representative:_Malc

Hi Mike

I'm sorry you've had so many problems finalising your late Mother-in-Law's E.ON account, particularly at such a difficult time.

Did you let us have accurate meter readings for the day you gave up responsibility? If you did, on the final bill, have we billed up to the right closing date and to the readings you gave us?

If not, please let us have the right date and any readings you may have. We'll also need sight of the relevant document confirming when responsibility changed.

We'll then re-bill the account accurately.

From 18 January 14, we took away the second standing charge on Heatwise meters.

The No Mains Gas and Prompt Payment discounts also ended on 18 January 14.

Before this, customers in certain areas (East Midlands, Eastern England and the North West) who didn't have access to mains gas received £20 per year off their bills. This was spread out over 12 months and given as a discount on bills.

Similarly, we used to give customers who didn't pay with a Monthly Direct Debit a 3 per cent discount if they paid their bills within 14 days of the bill date. Again, this ended on 18 January 14.

On the authority question, if the account is now in the name of the executors, we'll need their permission to discuss it with you. If they give us a quick call, we'll be happy to update the account accordingly.

Sorry again for all the bills we've sent Mike and hope this helps point you in the right direction. Let me know if I can help further. Drop an email to the address in my Profile if you prefer. Happy to take a look.

Malc

mikewill34

E.ON_Company_Representative:_Malc wrote: »

Hi Mike

I'm sorry you've had so many problems finalising your late Mother-in-Law's E.ON account, particularly at such a difficult time.

Did you let us have accurate meter readings for the day you gave up responsibility? If you did, on the final bill, have we billed up to the right closing date and to the readings you gave us?

If not, please let us have the right date and any readings you may have. We'll also need sight of the relevant document confirming when responsibility changed.

We'll then re-bill the account accurately.

From 18 January 14, we took away the second standing charge on Heatwise meters.

The No Mains Gas and Prompt Payment discounts also ended on 18 January 14.

Before this, customers in certain areas (East Midlands, Eastern England and the North West) who didn't have access to mains gas received £20 per year off their bills. This was spread out over 12 months and given as a discount on bills.

Similarly, we used to give customers who didn't pay with a Monthly Direct Debit a 3 per cent discount if they paid their bills within 14 days of the bill date. Again, this ended on 18 January 14.

On the authority question, if the account is now in the name of the executors, we'll need their permission to discuss it with you. If they give us a quick call, we'll be happy to update the account accordingly.

Sorry again for all the bills we've sent Mike and hope this helps point you in the right direction. Let me know if I can help further. Drop an email to the address in my Profile if you prefer. Happy to take a look.

Malc

Thanks for your speedy reply.

My wife is phoning her sister (one of the executors) to arrange permission for me to discuss the bill.

What you say about the discounts makes sense.
What do you mean relevant documentation?
Does the change to the new occupier not happen via phone as it would if one was simply moving house?

Former_E.ON_Company_Representative:_Malc

Hi Mike and thanks for sorting out the authority issue.

Where properties change hands and we've closed an account down, there'll usually be a new account to cover usage going forward. This is generally in someone else's name (new owner/new tenant/landlord/letting agent etc).

Changing the dates/readings often involves re-billing this third party. As a result, we ask for proof of the change before putting it through.

For rented properties, we ask for sight of the Tenancy Agreement. Where the property is owned, we'll need to see the part of the document finalising the sale. The bit that includes the date responsibility changed hands.

We don't need to see any other part of the documents, just the bit with the date on.

Hope this explains Mike.

Malc

mikewill34

E.ON_Company_Representative:_Malc wrote: »

Hi Mike and thanks for sorting out the authority issue.

Where properties change hands and we've closed an account down, there'll usually be a new account to cover usage going forward. This is generally in someone else's name (new owner/new tenant/landlord/letting agent etc).

Changing the dates/readings often involves re-billing this third party. As a result, we ask for proof of the change before putting it through.

For rented properties, we ask for sight of the Tenancy Agreement. Where the property is owned, we'll need to see the part of the document finalising the sale. The bit that includes the date responsibility changed hands.

We don't need to see any other part of the documents, just the bit with the date on.

Hope this explains Mike.

Malc

I am not sure the account has been closed down yet as we have received (yesterday) a red bill for the amount shown on the original final bill.

Former_E.ON_Company_Representative:_Malc

Ok Mike.

Just received your email. Will go through the account and come back to you tomorrow.

Thanks.

Malc