Eon pre-payment meter taking money but not reaching Eon

localworld

Hi everyone

I have been with Eon for over two years and have in that time been using a pre-payment meter.

I have recently been sent a bill for over £800.00 as they have said I have not paid anything since I moved in.

I was completely floored by this as I have been charging up the key on a weekly basis and the meter has been taking the payment.

I didn't think to keep every receipt but have a quite a few of the paypoint receipts that show payment to Eon
and I paid by debit card for all the transactions so could probably trace every payment that way.

I am so worried about this
- They are asking me in effect to pay for my electricity twice.

The lady on the phone kept insisting that I had been getting free electric for two years
- I don't see how this would even be possible with a pre-payment meter

If I don't top it up the key electric goes off so the concept of it staying on for two years is laughable.

Eon sent someone to look at the meter and they reported back that they had changed the meter and they are now receiving the payments - They didn't change the meter and that is backed up by the receipts I still hold for before and after the supposed change.They both quote the same meter number.

So even though I have proof of payment and receipts that show the right meter number and that the payment went to Eon they are saying this is not enough as they cant find the money.

They have now set the meter to recover the "debt"

Has anyone any idea how I can trace where the payments went too ?


Can they really get a way with this?

Any help would be gratefully received as I have had so many conversations with Eon but don't seem to be getting any where.

Bluebirdman_of_Alcathays

localworld wrote: »

Hi everyone

I have been with Eon for over two years and have in that time been using a pre-payment meter.

I have recently been sent a bill for over £800.00 as they have said I have not paid anything since I moved in.

I was completely floored by this as I have been charging up the key on a weekly basis and the meter has been taking the payment.

I didn't think to keep every receipt but have a quite a few of the paypoint receipts that show payment to Eon
and I paid by debit card for all the transactions so could probably trace every payment that way.

I am so worried about this
- They are asking me in effect to pay for my electricity twice.

The lady on the phone kept insisting that I had been getting free electric for two years
- I don't see how this would even be possible with a pre-payment meter

If I don't top it up the key electric goes off so the concept of it staying on for two years is laughable.

Eon sent someone to look at the meter and they reported back that they had changed the meter and they are now receiving the payments - They didn't change the meter and that is backed up by the receipts I still hold for before and after the supposed change.They both quote the same meter number.

So even though I have proof of payment and receipts that show the right meter number and that the payment went to Eon they are saying this is not enough as they cant find the money.

They have now set the meter to recover the "debt"

Has anyone any idea how I can trace where the payments went too ?


Can they really get a way with this?

Any help would be gratefully received as I have had so many conversations with Eon but don't seem to be getting any where.

Were they actually supplying you previously? Get them to check ecoes (national database) to see if the MPAN (meter number) was actually supplied by them for the duration of your tenancy.

lstar337

You need to write to them and head the letter "Complaint" with all the details you have explained. If you can prove payment through debit card transactions then I don't believe you have anything to worry about.

Don't forget to claim back the "debt" they have put on your meter too.

As you say, you cannot get free electricity from a PPM (unless you bypass it) so clearly there is a mistake at their end and not yours.

Try not to worry about it too much, I cant see any way this could be your fault.

Out of curiosity, where did you get the key?

pooch

localworld wrote: »

Hi everyone

I have been with Eon for over two years and have in that time been using a pre-payment meter.

I have recently been sent a bill for over £800.00 as they have said I have not paid anything since I moved in.

I was completely floored by this as I have been charging up the key on a weekly basis and the meter has been taking the payment.

I didn't think to keep every receipt but have a quite a few of the paypoint receipts that show payment to Eon
and I paid by debit card for all the transactions so could probably trace every payment that way.

I am so worried about this
- They are asking me in effect to pay for my electricity twice.

The lady on the phone kept insisting that I had been getting free electric for two years
- I don't see how this would even be possible with a pre-payment meter

If I don't top it up the key electric goes off so the concept of it staying on for two years is laughable.

Eon sent someone to look at the meter and they reported back that they had changed the meter and they are now receiving the payments - They didn't change the meter and that is backed up by the receipts I still hold for before and after the supposed change.They both quote the same meter number.

So even though I have proof of payment and receipts that show the right meter number and that the payment went to Eon they are saying this is not enough as they cant find the money.

They have now set the meter to recover the "debt"

Has anyone any idea how I can trace where the payments went too ?


Can they really get a way with this?

Any help would be gratefully received as I have had so many conversations with Eon but don't seem to be getting any where.

First question, obvious to some, but I need to ask.
Did you register for an account with Eon, and did they send you a PPM card or whatever to use to top up? Are you using that device (or are you using one handed to you by a previous customer/tenant)

The supplier should be able to trace where the payments on the PPM card are being credited.

Do you always top up at the same shop? If so, it possible but unlikely the shop is operating some kind of scam. If so, it's unlikely to just affect you so will soon be identified.

localworld

pooch wrote: »

First question, obvious to some, but I need to ask.
Did you register for an account with Eon, and did they send you a PPM card or whatever to use to top up? Are you using that device (or are you using one handed to you by a previous customer/tenant)

The supplier should be able to trace where the payments on the PPM card are being credited.

Do you always top up at the same shop? If so, it possible but unlikely the shop is operating some kind of scam. If so, it's unlikely to just affect you so will soon be identified.

Thanks for the replies so far.
When I moved in the meter was changed and I used the key they gave me and the key receipts match the meter number.
I have been topping up at various pay points so not using the same one every time.

The receipts even say Eon on them so I am at a loss.

E.ON_Company_Representative:_Helena

Hi localworld

Welcome to the forum, I've also replied to your post on the CAG.

There's a couple of things that could have gone wrong here.

I don't think it's the key, as the payments are now coming on to your account. Are you still using the same key now?

Missing payments, this is where the payments are allocated at this end to an incorrect account, so they don't show on yours. They may have gone on to the previous occupiers account etc.

Miss directed payments, sometimes payments can go to another supplier. Although to be honest I would have thought that these issues have already been looked in to.

Faulty meter maybe.

The fact that you've been paying by debit card is good, as you say, you'll have your statements to show your payments even though you don't have the actual receipts. They will have asked for receipts as these have numbers on that can locate missing payments.

It needs to be looked at in full by the pre-payment resolution team, you need to contact them and ensure a complaint is raised. They will do a full review of the account and try to establish what's gone wrong and then try to come to resolution with you.

If a resolution can not be reached it can be escalated to the next complaint stage.

The complaints procedure is on our website, I'm sorry I'm not allowed to post links.

I do hope you get things sorted out.

Helena

localworld

E.ON_Company_Representative:_Helena wrote: »

Hi localworld

Welcome to the forum, I've also replied to your post on the CAG.

There's a couple of things that could have gone wrong here.

I don't think it's the key, as the payments are now coming on to your account. Are you still using the same key now?

Missing payments, this is where the payments are allocated at this end to an incorrect account, so they don't show on yours. They may have gone on to the previous occupiers account etc.

Miss directed payments, sometimes payments can go to another supplier. Although to be honest I would have thought that these issues have already been looked in to.

Faulty meter maybe.

The fact that you've been paying by debit card is good, as you say, you'll have your statements to show your payments even though you don't have the actual receipts. They will have asked for receipts as these have numbers on that can locate missing payments.

It needs to be looked at in full by the pre-payment resolution team, you need to contact them and ensure a complaint is raised. They will do a full review of the account and try to establish what's gone wrong and then try to come to resolution with you.

If a resolution can not be reached it can be escalated to the next complaint stage.

The complaints procedure is on our website, I'm sorry I'm not allowed to post links.

I do hope you get things sorted out.

Helena

Thanks for the reply Helena,

I have provided the details from the receipts to the resolution centre but they still can't trace the payments.
They are saying that the meter number on the old receipts does not exist and only after "changing the meter" recently have the payments started coming through.

THe problem is they didnt change the meter recently they just read it and the meter number on the more recent receipts is exactly the same as the old receipts.

footyguy

The Eon complaints procedure can be found here:

http://www.eonenergy.com/~/media/ED96F94C8C14468DBD99304E45F867FE.pdf

Presumably you should now be taking it to Step 2 as defined therein.

E.ON_Company_Representative:_Helena

localworld wrote: »

Thanks for the reply Helena,

I have provided the details from the receipts to the resolution centre but they still can't trace the payments.
They are saying that the meter number on the old receipts does not exist and only after "changing the meter" recently have the payments started coming through.

THe problem is they didnt change the meter recently they just read it and the meter number on the more recent receipts is exactly the same as the old receipts.

Thanks, I see.

Then it needs to be passed to the review team, this is the next stage and if a resolution still can not be reached we may issue a deadlock letter.

This will enable you to go to the Ombusman regarding your complaint.

You can also go to the Ombusman if your compliant has been open for 56 days or more.

I really hope things work out for you.

Helena

wr1ght

maybe your customer reference number wasnt on your key so your payments have gone into a black hole

localworld

Thanks for the comments so far.

I suppose what I am struggling to understand is how they can charge me again when I have receipts to prove that I have paid Eon.

It also worries me that Eon have stated that the situation was only resolved when the meter was changed when in fact they didn't change the meter at all they only came and read the meter.

So I still have the same key
I still have the same meter
The details on the receipts before and after the meter guy have been read exactly the same although since he came the payments are supposedly getting through to them.

I just don't see how the onus is on me to pay it when I have proved that I had been making payments.

Surely it's there fault not mine but they have insisted as it stands it's my fault and I must pay