Eon incorrect bill (advice needed)

mutty_hc

Dear all,

I have been having trouble with EON for nearly a year now and wanted some advice on how to best remedy the issue.

It is a simple, stupid mistake by them which seemingly is never corrected.

Basically I moved into this property in Jan, immediately setup a move from EON to EDF and provided my meter reads to EDF who would provide them to EON.

This did not occur seemingly?

Basically EON have used an estimated read for my GAS which ends up in a £250 bill for a period of 26 days. Equally they used an incorrect read for my electricity, which seems to have disappeared in recent months.

I have tried on the phone and by email multiple times to remedy it and have record of them emailing me stating they will remedy it.

This hasn't occurred. I contacted them in July 2014 and then didn't hear from them until the end of November. Once again asking for the £250 which was supposedly sorted.

Essentially they are using an estimated read, which on the bill I have says 'E' but on their system says it was done by their third party who they send out - this is not the case as on the day they claim it was checked we were in and it was not checked.

Either way, my gas usage did not suddenly increase by 6x during a 26 day period and then return to normal, so logically it is their mistake.

However, they are now threatening debt collectors and I want to end this painful saga.

Is there an easy way of doing this? What methods have people tried which have worked? Telephone seems to be the most ridiculous concept with energy companies as whatever time of the day it takes me upward of 40 minutes to get through.

Any help will be massively appreciated.

Thank you.

System

When you say set up a move to EDF did you give E.oN meter readings on the day that you moved into the property? You would have been on a Deemed Contract with E.oN from the day that you moved in - this how domestic energy supply law works.

My guess is that the previous owner/occupier did not contact E.oN when they moved out. The 'estimate' will be an industry estimate based on past usage. This estimation is carried out by a third party known as 'the Metering Authority'.

I confess that I am not sure how you resolve this without some evidence of meter readings taken on the day that you moved in. E.oN is looking for someone to pay for the energy used.

mutty_hc

Ah, I see how the estimate works now.

No my meter reads were given to EDF who said they would pass these on to EON (the way I have done it in the past and always worked - changed supplier a number of times).

I have readings from the day I moved in and have supplied these to EON on a number of occasions.

Does this help?

mutty_hc

Oh, I looked further at it, my electricity opening read is correct with them, it also has 'C' next to it and is the read I provided - yet the gas is incorrect. I provided both at the time.

So either the previous tenant didn't pay their bill or there is an error on their system?

System

mutty_hc wrote: »

So either the previous tenant didn't pay their bill or there is an error on their system?

Yes, but you are at fault to a small degree by not contacting the existing supplier. I am rather surprised that E.oN didn't block the switch.

mutty_hc

OK - however, am I at fault enough to be stumped with the £250 bill?

I appreciate your honesty but looking for a solution here.

System

OK - I wasn't trying to be negative. I assume that the closing meter readings on the E.oN bill are the same as the opening reads on the EDF bill? If not, they should be. I also assume that these were taken 26 days after you moved in? Does the E.oN bill for £250 reflect just a 26 day period or is it covering the whole period back to the last actual meter reading? My guess is that it is the latter. What you need to do is to provide E.oN with evidence of the date that you moved in and ask for the bill to re-estimated.

As E.oN didn't block the switch then my second guess is that they are looking to you to pay for all gas and electricity consumed up to the date of the switch back to the last actual (not estimated) bill - less any payments made by the previous customer.

in my view, you do have a case to complain to E.oN citing the fact that they didn't block the switch; i.e., E.oN didn't check the customer details. Had they done so then they would have noticed that person B was trying to switch a supply when the E.oN account was in customer A's name. Bringing that to their attention might give you some leverage.

mutty_hc

Thanks Hengus, I will use this advice.

EON did update the gas read to the correct one within the 26 day period, but didn't change the opening read - which is why the bill is so high as their initial estimate open/end was incredibly out (we are talking hundreds out)

So yes perhaps they are looking for the last actual reading, I am uncertain.

What would be the best way to contact them, letter?

Former_E.ON_Company_Representative:_Malc

Hi mutty_hc

Sounds like there's a couple of issues here. One with the opening readings when you moved in and a second with the change of supplier readings.

Did you contact us at the time you took over so the previous tenant's account could be closed and a new one opened in your name?

From what you say, it seems you did as the opening electricity reading is right but the gas is estimated. If not, we may need to see proof of the change like a Tenancy Agreement. Once confirmed, we can re-bill the account accurately.

With the closing readings, it's the responsibility of the new supplier to let the old supplier have the readings they intend to use to open their account. The old supplier will use the same readings to close their account and issue a final bill. This makes sure the same energy is only charged once.

After a time, if we haven't received readings from the new supplier, we'll use estimates to close the account. These can be changed if there's actual readings available. To do this, as there's two suppliers involved, we'll need to follow an industry-wide process known as an Agree Reads Dispute (ARD). Both suppliers need to agree.

Either supplier can raise an ARD but it'll need to be done fairly soon as they can't be raised if the change of supply date is more than 12 months old. In these cases, a different resolution will be needed and this will take longer.

Also, the difference has to be more than 250 kWh (electric), 45 units (4 dial gas meter) or 125 units (5 dial gas meter) before an ARD can be raised. From what you say, it sounds as though you'll easily pass these marks. An ARD is usually sorted within 30 working days..

Up to date readings would be good if an ARD is needed.

Sorry if I've slipped into industry jargon mutty_hc but hope this helps.

Malc

mutty_hc

E.ON_Company_Representative:_Malc wrote: »

Hi mutty_hc

Sounds like there's a couple of issues here. One with the opening readings when you moved in and a second with the change of supplier readings.

Did you contact us at the time you took over so the previous tenant's account could be closed and a new one opened in your name?

From what you say, it seems you did as the opening electricity reading is right but the gas is estimated. If not, we may need to see proof of the change like a Tenancy Agreement. Once confirmed, we can re-bill the account accurately.

With the closing readings, it's the responsibility of the new supplier to let the old supplier have the readings they intend to use to open their account. The old supplier will use the same readings to close their account and issue a final bill. This makes sure the same energy is only charged once.

After a time, if we haven't received readings from the new supplier, we'll use estimates to close the account. These can be changed if there's actual readings available. To do this, as there's two suppliers involved, we'll need to follow an industry-wide process known as an Agree Reads Dispute (ARD). Both suppliers need to agree.

Either supplier can raise an ARD but it'll need to be done fairly soon as they can't be raised if the change of supply date is more than 12 months old. In these cases, a different resolution will be needed and this will take longer.

Also, the difference has to be more than 250 kWh (electric), 45 units (4 dial gas meter) or 125 units (5 dial gas meter) before an ARD can be raised. From what you say, it sounds as though you'll easily pass these marks. An ARD is usually sorted within 30 working days..

Up to date readings would be good if an ARD is needed.

Sorry if I've slipped into industry jargon mutty_hc but hope this helps.

Malc

OK - how would you propose I go about sorting this issue out?

The units are definitely above 45, as my unit disparity is over 300.

I have the tenancy agreement of course.

I followed as you stated the guidelines above - but they were not adhered to clearly - an error your end.

I believe I had EDF contact EON earlier in the year regarding this.

So - what is the best way to have this resolved?

Regards.

Former_E.ON_Company_Representative:_Malc

Hi mutty_hc

I'd attach a copy of your Tenancy Agreement to an email explaining what you believe the opening meter readings should be. You can do this through the 'contact us' page on our website.

A complaint will be raised and back dated to when you first raised this issue with us.

To change the closing meter readings, an Agreed Reads Dispute (ARD) will need to be raised. Either supplier can do this. Let us or your new supplier know the readings you believe should've been used. Up to date readings will be needed too.

We'll need to agree the readings with your new supplier. Once agreed, both suppliers will re-bill to these. One supplier will issue a lower bill whilst the other will issue a higher bill. The important thing is that the readings match so you're not charged twice for the same energy.

As I say, you can use the online 'contact us' form on our website or drop an email to the address in my Profile. Hope this helps.

Malc