Switching issue e.on and extra energy.

System

The gaining supplier is responsible for managing the switch. Meter readings go to an industry third party for validation. I was with E.oN last year and I ended up in a situation where the closing/opening reading was 105C3Ms out in E.oN's favour. If memory serves, the limit to raise a dispute is 112. It took me 3 months to reach the opening reading with my new supplier. Disputes can take up to 12 weeks. If the fault sits with EE, I would just pay the old supplier and claim back any difference from your new supplier. It will not be more than a few £s.

footyguy

Woodywing wrote: »

...They can put what they like in their conditions but if a member of their staff advises to do something surely that supersedes anything else as they are acting as an agent of the company.

Absolutely not. The written word will always overpower something someone says ... especially if that is what the written word says and you have no proof of what you claim someone said to you.

If the written terms are so wriotten, if someone then attempts to overide them verbally, you should have demanded that they follow it up in written form approved at an appropriate level if they expect you to abide by the verbal instruction ... and that you won't until such written variation is received,

Wolf3

as others have posted the credit mark will be down to the fact Eon have posted a final bill and it hasn't been paid, not down to cancelling the direct debit.
Do you know the difference between the readings that are being disputed. The agreed read is determined, for the purposes of the switch, between the 2 suppliers to ensure neither one bills you for the same energy used. this is supposed to be raised following a customer reading within 5 days of the transfer and is validated by a 3rd party agent based on the property's previous meter read history transferred between the suppliers for the purpose of the switch. An agreed read dispute can be raised if either of the suppliers or customer raises the dispute however the difference between the reads has to be greater than a tolerance level for the dispute. This may be the reason Extra Energy have not been able to raise the dispute on your behalf, meaning that Eon have not been able to suspend the bill, having not received any dispute, which in turn has led to the default on the final bill being paid

SunnySaver

I'm sorry I can't help you with your issue. However, reading this today has helped me realize that I'm not the only one having problems with E.on. . .

Like you, I switched in December, but Eon STILL haven't produced my final bill, despite the switch being completed on 24 December. I got advice on here, & emailed Eon as a 'complaint' outlined my reasons why I was very unhappy. I have just been referred to their 'resolutions team' & am waiting to hear from them. I too was told on the phone to cancel my direct debit, then had a nasty letter saying they'd be charging me more for doing so! They sent me this link for their complaint procedures. (The sight will not allow me to write the link!!) It may help you - it I don't satisfaction from the eon team, then I will certainly be taking it to the ombudsman. I hope something I've said will help, but thank you for helping me know I'm not alone with the problems switching from e.on.

E.ON_Company_Representative:_Helena

Woodywing wrote: »

We switched December and have had a nightmare. Switched on the 22nd. Extra offered to do the meter read. My wife took them up as we have 2 year old twins and she wasn't sure where the meters were. That was the start of a nightmare.

She asked E.on about dealing with our final bill, was advised that she should cancel the direct debit and deal with the bill when it came. Extra then called in on Jan 8th, 16 days after we moved. I was in and had found the meters. The guy took the electric and left, not taking the gas. We then received a bill for just under 400 from E.on based entirely on that electric reading and a gas estimate that by the 11th of Jan we still hadn't reached.

I wasn't best pleased. I don't like the idea of paying for my energy for 3 weeks twice. So I asked extra to re calculate to give a figure estimated for December 22nd. We then received a chase from E.on on the bill and my wife informed them we were disputing the reading. This would apparently take 6 weeks to deal with.

5 weeks later and e.on have decided that we hadn't paid the bill so they would mark that down and damage my wife's credit rating.

Extra still have not raised the disputed read. 5 weeks a formal complaint and two chase up calls and still absolutely nothing.

E-on have stated that they will not remove the credit issue as my wife cancelled the direct debit. THEY TOLD HER TO DO THAT. They were also made aware of this in two subsequent conversations. Each time my wife checked that this would not be a problem. Strangely they have no call recording from December when their staff member advised my wife to cancel the dd. They have also refused to try to find the recordings of the conversations in January. The guy giving me verbal notification of their full and final offer, of 15 quid for the calls but no removal of the credit issue, insists that they just see it as us not paying, despite their advice. He even told me that I can't ask for all data and call recordings as I will have to go to the ombudsman to get anything. Have E-on never heard of the data protection act?

Does anybody know what their data retention policy is? I want to know why a call recording on a live case would be deleted so quickly and why they haven't even tried to look at the calls in January. Also is anybody aware of what call recording system they use?

Good morning Woodywing and welcome to the forum,

There is already some excellent advice on the thread, so thank you very much guys.

I understand you decided to change supplier from E.ON. When a customer changes supplier, the new supplier takes control of this, they'll ask you for your meter reads, the new supplier will then send these to the old supplier( us) in this case. This will be done electronically and via the third parties to verify the reads.

The new supplier should open your account form the meter reads you provided, the old supplier should then close and produce your final bill to the same reads. The final bill would need to paid on receiving this, if the bill isn't paid it would follow the normal debt collection process.

It sounds like you have raised a dispute about the reads with your new supplier, given the length of time you said, it sounds like it may be an agreed read dispute (ARD) Have you spoken to your supplier on the progress of this?

Just to also let you know, that not all calls are recorded, I think the message says 'your call may be recorded'

If the Direct Debit was cancelled before the final bill had been produced, this would be fine, it just means that you'd need to pay on receipt of that final bill a different way, over the phone, online etc.

I think there may have been some confusion about it being fine to cancel the DD, as it is, we offer many ways to pay and not paying at all until the dispute had been resolved.

If the dispute hasn't been raised properly, as you say...... 'Extra still have not raised the disputed read. 5 weeks a formal complaint and two chase up calls and still absolutely nothing' then we would not have any record of this either and would see this as an unpaid final bill and the reason it has followed the debt collection process.

I think this is where the problem may be and would really suggest speaking to your supplier again.

Thank you

Helena