EON not allowing transfer to British Gas - blaming 3 party meter company

AAustin

I have been experienceing problems with EON since I attempted to switch my electricity supply to British Gas. I had a prepay meter which was changed to a billing meter on 21/10/15 but my prepay meter was never removed from my account so the property showed as having 2 electricity meters. I have been trying since January to change my supply and EON have refused the switch because they say the 3rd party meter people haven't done what they need to do to remove the second electricity meter from my account. I have in turn been forced to stay with a higher rate tariff at EON through no fault of my own. Somebody is dealing with this complaint but week in week out I am told they are still waiting.. By all accounts I'm not able to talk to the 3rd party EON are dealing with and I just have to wait. I will lose out on the tarriff I signed up to with British Gas as this is taking so long. Has this happened to anyone else and what can I do? I am really fed up of this whole situation and how long it is taking

Nathan94

AAustin wrote: »

I have been experienceing problems with EON since I attempted to switch my electricity supply to British Gas. I had a prepay meter which was changed to a billing meter on 21/10/15 but my prepay meter was never removed from my account so the property showed as having 2 electricity meters. I have been trying since January to change my supply and EON have refused the switch because they say the 3rd party meter people haven't done what they need to do to remove the second electricity meter from my account. I have in turn been forced to stay with a higher rate tariff at EON through no fault of my own. Somebody is dealing with this complaint but week in week out I am told they are still waiting.. By all accounts I'm not able to talk to the 3rd party EON are dealing with and I just have to wait. I will lose out on the tarriff I signed up to with British Gas as this is taking so long. Has this happened to anyone else and what can I do? I am really fed up of this whole situation and how long it is taking

Terrible company. Ditch & switch would be my advice.

Follow their complaint procedure if you try and they stop you!

dogshome

When an Electricity meter is changed, it's the company operating your part of the grid who do it, and in fact the meter is their property.

They are supposed to inform your current supplier of the meters details, and, the regional data base that holds details of the meter and it's type - These data bases are the 'Bible' of the industry.

The local grid operators do not deal with the public in general, and it is the duty of Eon to liase with them on your behalf
As it seems Eon are billing you correctly they know about the change, but it seems that the 3rd party, the Regional Date Base,do not.

You can check what Eon are saying for yourself by googling "Who supplies my Electricity", which will give you the phone number of the D/base for your area and they will tell you type of meter/s is registered to your home

As said, it's Eons responsibility to sort this out and nearly 4 month is way too long
WRITE to Eon heading the letter Complaint - The Complaints address will be on your bill - Setting out the saga of the meter change and listing as best you can the additional cost you have incurred.
Eon have 56 days to resolve the problem, if they don't you take it to the Ombudsman on day 57

Former_E.ON_Company_Representative:_Malc

AAustin wrote: »

I have been experienceing problems with EON since I attempted to switch my electricity supply to British Gas. I had a prepay meter which was changed to a billing meter on 21/10/15 but my prepay meter was never removed from my account so the property showed as having 2 electricity meters. I have been trying since January to change my supply and EON have refused the switch because they say the 3rd party meter people haven't done what they need to do to remove the second electricity meter from my account. I have in turn been forced to stay with a higher rate tariff at EON through no fault of my own. Somebody is dealing with this complaint but week in week out I am told they are still waiting.. By all accounts I'm not able to talk to the 3rd party EON are dealing with and I just have to wait. I will lose out on the tarriff I signed up to with British Gas as this is taking so long. Has this happened to anyone else and what can I do? I am really fed up of this whole situation and how long it is taking

Hi AAustin and welcome to the Forums.

I'm really sorry there's been a delay updating your account from prepayment to credit. Following this kind of meter exchange, it's not unusual for there to be this type of delay but not normally for this long. As my colleague advised, there are some third parties that need to be told about the changed circumstances. These include the distributors, meter operators and national databases. Usually, this is all done and dusted within about 35 days often sooner.

As this is now subject to a complaint, there'll be a specific complaint handler looking after it for you. As it doesn't look like it'll be resolved soon, you can refer this to our Complaint Review Team. They'll see what's going on and possibly offer a resolution. Your complaint handler can refer you to this team. If you're unhappy with what they say, this can be forwarded to the Ombudsman for further investigation.

Alternatively, as this has been going on since last October, the complaint will be well over 56 days old meaning you can go to the Ombudsman immediately.

Sorry again for the delay and hope his points you in the right direction.

Malc

System

I had the same problem with Scottish power a while ago, it's very frustrating when it happens as it seems to take ages to sort out.

Hopefully eon will sort it out, for me they have been great, probably the best energy company I have been with.

spiro

E.ON_Company_Representative:_Malc wrote: »

Hi AAustin and welcome to the Forums.

I'm really sorry there's been a delay updating your account from prepayment to credit. Following this kind of meter exchange, it's not unusual for there to be this type of delay but not normally for this long. As my colleague advised, there are some third parties that need to be told about the changed circumstances. These include the distributors, meter operators and national databases. Usually, this is all done and dusted within about 35 days often sooner.

As this is now subject to a complaint, there'll be a specific complaint handler looking after it for you. As it doesn't look like it'll be resolved soon, you can refer this to our Complaint Review Team. They'll see what's going on and possibly offer a resolution. Your complaint handler can refer you to this team. If you're unhappy with what they say, this can be forwarded to the Ombudsman for further investigation.

Alternatively, as this has been going on since last October, the complaint will be well over 56 days old meaning you can go to the Ombudsman immediately.

Sorry again for the delay and hope his points you in the right direction.

Malc

Malc, as the supplier you appointed the MOP and should be monitoring their performance. Under the settlement rules (BSCP514 6.3.4.4) the MOP has 10wd to update the industry following meter work.

Former_E.ON_Company_Representative:_Malc

mackemps3 wrote: »

I had the same problem with Scottish power a while ago, it's very frustrating when it happens as it seems to take ages to sort out.

Hopefully eon will sort it out, for me they have been great, probably the best energy company I have been with.

That's nice to hear mackemps3. Glad we've been looking after you and thanks for posting.

Malc

Former_E.ON_Company_Representative:_Malc

spiro wrote: »

Malc, as the supplier you appointed the MOP and should be monitoring their performance. Under the settlement rules (BSCP514 6.3.4.4) the MOP has 10wd to update the industry following meter work.

Absolutely spiro. Problems do spring up though and I suspect that's what the complaint handler I mentioned will be looking at. These handlers are Complaint Resolution Managers and specialise in specific aspects of the industry. They'll be in touch with the MOPs to see what's happened.

Malc

AAustin

Thanks for your reply Malc and I understand sometimes things go wrong. I believe I have been extremely patient considering the situation. My frustration is that EON haven't fixed the issue even though I brought it to your attention months ago. From what I understand from the other posts- this is your responsibility. The complaint is being 'handled' but all I'm told each week is that this out EONs control, there is nothing I can do and I just have to wait. This is not a response I am happy to accept anymore, it has simply gone on too long and should have done when my meter was changed back in October last year. More annoyingly, EON have blocked my transfer to a much better tariff with British Gas as a result of this, none of which is my fault. I will have to go to energy ombudsman as EON have not resolved this issue despite all the time they have had to do this - I haven't even been given a reason as to why. I will never use EON again, awful experience.

E.ON_Company_Representative:_Helena

AAustin wrote: »

Thanks for your reply Malc and I understand sometimes things go wrong. I believe I have been extremely patient considering the situation. My frustration is that EON haven't fixed the issue even though I brought it to your attention months ago. From what I understand from the other posts- this is your responsibility. The complaint is being 'handled' but all I'm told each week is that this out EONs control, there is nothing I can do and I just have to wait. This is not a response I am happy to accept anymore, it has simply gone on too long and should have done when my meter was changed back in October last year. More annoyingly, EON have blocked my transfer to a much better tariff with British Gas as a result of this, none of which is my fault. I will have to go to energy ombudsman as EON have not resolved this issue despite all the time they have had to do this - I haven't even been given a reason as to why. I will never use EON again, awful experience.

Good morning AAustin,

I'm sorry Malc is out of the office, so hope you don't mind if I reply.

I understand your frustrations here as it's been going on so long.

Really, it's now time to speak to the person dealing with your complaint and move it to the next level.

I'm sorry you've had such a bad experience with us, it's a shame to hear.

Thank you

Helena