EON high bill after changing the meter

Preetham

My meter was replaced in January by EON which they informed would reduce my electricity bills. But instead the final reading from my old meter and the first actual reading from the new meter, both received in the bill in May showed a very high usage, compared to the bills for 3 years at the same property.
When I complained to EON, they asked to send pictures for 5 days usage. After sending the usage for 5 days, they escalated it to the complaints team. The complaints team on the second call informed that from the picture they can see the night and day readings being swapped. And sent another bill, even when I kept informing them that the readings are still too high for the night.
They didn’t even formally acknowledge the error on their end, instead sent another bill end of May.
I even created an excel comparing all reading for the past 2 years which they kept ignoring and also the information that the time on the meter is an hour behind.


Repeatedly e-mailing and threating to escalate got them to call me back finally (before this they missed calling at times they had scheduled). Only because I wanted to escalate they offered to reduce the reading from older meter but not the new meter. Even to get the meter checked they wanted to charge me £93 – I am ready to get the meter checked but not pay for it.
Finally because I didn’t accept the offer. They followed their escalation matrix and escalated it internally. The escalation team was not very keen in listening to me but seemed keener on getting me to escalate it to the energy ombudsman.
Now they will send a report in the next 10 days.
Please could you advise on how I should go about with escalating it and is this the right escalation route?
I am also looking to move to another energy provider. I’m on economy 10 – what should I do to change the provider?
Do I need to wait until this is resolved or can I move immediately to reduce my bills?



Overall a very poor customer support from EON.

E.ON_Company_Representative:_Helena

Good morning Preetham and welcome to the forums,

I'm sorry that you've had problems with your electricity account with us.

It does appear that this has followed the correct escalation process, you can also view this on the website, or ask your complaints manager to send you the information through the post.

I can't specifically answer the questions about the meter and the readings as I haven't seen the account details etc.

The charge for the meter check is also correct.

I'm sorry you're unhappy with the escalation process, we do have to follow a very strict complaints handling procedure.

As you have an Economy 10 meter, you'd need to speak to the supplier specifically for a quote, it won't show up on the comparison sites for you to check tariffs.

I can't tell you not to change supplier, however, personally I would get the meter reading issues resolved first, as it could cause a problem with the switch.

I am sorry but I do hope this is resolved quickly for you.

Helena