EON fiasco

z1a

Long story as short as possible.

October 2014, Eon say my electric meters have come to the end of their life and need changing, no problem, meters changed.

Normally get emailed bills quarterly, nothing 'til December 2015, then an ESTIMATED gas/leccy bill for £4100 ish, I know I hadn't had a bill so cash is in bank ready for this moment, however I know estimate is very high so I rang up with actual readings to be told that the main meter isn't working properly and bill will be too high, they need to change meters again.

I said OK but I will pay £3000 now while on phone, they say, "No you can't because WE have put the bill into dispute as our fault"

New meters fitted again January 2016, Eon say give readings after 2 weeks. Tried to put readings in on line only for system to reject readings quoting "not what we expect"

Few weeks later meter reader appears, says "Hmm different to what I was expecting"

Few weeks later' card through door for me to add my readings and stick card in window. Nothing 'til last week, then email demand
"You must pay your bill IMMEDIATELY to stop one of our agents visiting" Haven't had a bill at all, either post or emailed since my conversation in December last year.

Bill is still estimated BTW. for £4802.

How would you deal with this? I'm convinced Eon don't know what my new main meter was reading when they installed it, not brand new but a highish reading when it was fitted, wish I'd have noted it now.

Not posting and running, but will be out for an hour or 2.

Cardew

Is this a business account?

Bills around £4,000 for electricity??

GingerBob_3

First thing top do - important: check that these blighters haven't blacklisted you at the credit reference agencies. If they're sending threatening correspondence then there's every chance they will have already done so. Eon are one of the many energy providers who use credit reporting as a blackmailing tool (they euphemistically refer to the filthy process as "sharing"). So contact the CRAs to see what's happened, and if Eon has besmirched your reputation in this way, go for compo, and if it's insufficient then threaten them with legal action. Good luck.

z1a

Cardew, no, domestic.
But for Gas and electric for about 20 months, live in a not very energy efficient 1890s terrace, and all the family are as bad as each other for leaving stuff on - me included!

GingerBob, haven't checked as not too concerned about credit ref. agencies, not planning on financing anything in foreseeable future.

Thanks to both of you,I know I owe a fair old sum, it's the way they're going about collecting after no bills for over 18 months. Plus the fact that I don't know what my original readings were.

E.ON_Company_Representative:_Helena

Good morning z1a,

I'm sorry that this isn't resolved, it all sounds a bit messy to be honest with you

I think the first thing to do is to get the meter serial number from the new meters and the up to date readings, then contact us.

We have departments here that specialise in historic meter exchanges and things like that.

The start readings for the new meter are sometimes on a sticker on the meter itself, if not we can contact the meter operator for them.

We need to get the account fully billed up to date for the correct meters and readings. Once this is done we'll know the exact balance and make arrangements for you to pay.

The fact you've not any sort of bill for over 18 months may mean the account will fall in to the billing code of practice, this means we wouldn't charge for energy longer than 12 months ago. However, this depends on a number of factors specific to the account and is something that would need to be investigated by the complaints manager.

The account needs a complaint raising on it, this will also stop any further debt collection action and the account will then have a complaints resolution manager looking after it and it can be escalated if things aren't resolved.

But do let me know if I can help you further.

Thank you

Helena

System

Its important to get the start reading for the new meter. Sometimes refurbished old meters are used, so it won t be a case of five zeros being the start of the new meter. Most meter fitters will leave all the details of the old meter ( meter removed ), date ,end reading ,and the new meter start reading on a small card, not a sticker. . This card is usually stuffed at the back of the meter on the backboard but it can end up lying around on the floor. Its an importand card to find so its worth having a good look for it. I might add that some meter fitters can`t be bothered to fill this card in and in this case the details of the old meter and new meter start reading will be held at the DNO , I would imagine.

z1a

Thanks for your reply Helena.

Have tried to message you giving my account details, but you can't receive PMs.

I have today emailed Eon, outlining the problem and asking for it to be investigated.

The last bill I paid was in August 2014, so at least 16 months before any contact when Eon refused my payment of £3000 in December 2015 because the bill was in dispute, then another 5 months or so until this latest bill.

Through your contacts will you be able to see the email I've sent?

As I have stated I don't dispute that I owe a fair amount, ready to pay, but I wasn't aware of the 12 month limit thing, I have let Eon know that I'm aware now.

As you can imagine the annoying thing is the sudden heavy handedness after so long.

Thanks, z1a.

E.ON_Company_Representative:_Helena

z1a wrote: »

Thanks for your reply Helena.

Have tried to message you giving my account details, but you can't receive PMs.

I have today emailed Eon, outlining the problem and asking for it to be investigated.

The last bill I paid was in August 2014, so at least 16 months before any contact when Eon refused my payment of £3000 in December 2015 because the bill was in dispute, then another 5 months or so until this latest bill.

Through your contacts will you be able to see the email I've sent?

As I have stated I don't dispute that I owe a fair amount, ready to pay, but I wasn't aware of the 12 month limit thing, I have let Eon know that I'm aware now.

As you can imagine the annoying thing is the sudden heavy handedness after so long.

Thanks, z1a.

You're welcome z1a,

No, I'm sorry we can't receive PM's on here.

Your complaint needs to go to the right department and the email you've send will get it there, so that's great and the right thing to do.

If you need me though, you can email me at WebForumAdvisors@eonenergy.com but I can't deal and resolve this sort of complaint unfortunately.

I fully understand that being heavy handed at this stage isn't the right thing to do, especially as you've made the effort to pay and get a resolution for this, so I apologise that you feel that you've put in this situation.

The email will now be picked and a complaint will be raised on your account, contact, investigation and then resolution will then be put in place.

As I say though, I'm here to help if you need me.

Thank you

Helena

z1a

It's getting worse.

Emailed Eon outlining what has happened, they replied saying they will look into it.

About 2 weeks ago I get a call from their debt collection dept. saying I now owe £5110, and am I in a position to pay it, I say "Yes, but I'm not doing." He asks me why and I tell him it's in dispute, and do departments not communicate with each other? he puts me on hold then comes back agreeing that yes, it is in dispute and shouldn't have been passed to him, and he will pass me on to a dispute manager.

Dispute manager comes on and starts asking things that I don't know off hand because I'm at work, She wanted meter serial numbers and readings, and photos of meters!! also says they have no record of the last meter change. She says she will email the questions that afternoon - she doesn't.

A week ago I get letter from complaints dept. saying they will investigate.

5 days ago I get a bill for £4111! I ignore, yesterday I get an email saying they want to change meter again!!

I'm convinced now that they are plucking figures from thin air, how can I have a call demanding to be paid over £5k then get a bill for just over £4k? Don't think I can trust their numbers from now on and am coming to the conclusion that they should wipe the slate clean and start from scratch.

footyguy

z1a wrote: »

It's getting worse.

Emailed Eon outlining what has happened, they replied saying they will look into it.

About 2 weeks ago I get a call from their debt collection dept. saying I now owe £5110, and am I in a position to pay it, I say "Yes, but I'm not doing." He asks me why and I tell him it's in dispute, and do departments not communicate with each other? he puts me on hold then comes back agreeing that yes, it is in dispute and shouldn't have been passed to him, and he will pass me on to a dispute manager.

Dispute manager comes on and starts asking things that I don't know off hand because I'm at work, She wanted meter serial numbers and readings, and photos of meters!! also says they have no record of the last meter change. She says she will email the questions that afternoon - she doesn't.

A week ago I get letter from complaints dept. saying they will investigate.

5 days ago I get a bill for £4111! I ignore, yesterday I get an email saying they want to change meter again!!

I'm convinced now that they are plucking figures from thin air, how can I have a call demanding to be paid over £5k then get a bill for just over £4k? Don't think I can trust their numbers from now on and am coming to the conclusion that they should wipe the slate clean and start from scratch.

From Helena's post I take it you have already correctly started an official complaint.

If you didn't as part of that complaint ask that all collection activities on your account are suspended pending resolution of that complaint, I would suggest you request them to do so now.

No supplier is going to right off £5k worth of debt (or whatever the final agreed amount is).
Actually, due to the huge debt involved, I wouldn't be surprised if the supplier doesn't ask you to say what part of that debt is not in dispute, and ask you to pay that forthwith.

In your OP you seem agreeable to paying £3k, so why have you not paid that? I don't follow that you cannot credit your account with any money because the bill is in dispute. The bill will say how to pay so just send them the money.

z1a

When I offered the £3k, they declined it because they put the bill inti dispute because of their error. Knowing what I know now, I should have disputed that original bill then, because it was for 16 months energy and they can't bill you for more than 12 months.