EON won't Bill us for electricity!

Leedsswift

Last year (Nov 2015) we moved from dual fuel with British Gas to dual fuel with EON . We have a smart meter for electric and was told that we would have to give normal meter readings to EON but as it wasn't compatible they couldn't take readings themselves. Other than that the rep stated it wasn't a problem. They set up EON online so we could enter readings and monitor our account but straight away we noticed there was no option to put in the electricity reading, although it did say dual fuel at the top. When I rang them they said this was just an error and they would amend it. They didn't. When the next reading was due I again had to give the reading over the phone. This has continued up to present. We spoke to them and asked why they weren't billing us for electric despite having all the readings and they said they couldn't bill us for the electricity yet but were very vague about why. They assured us it would be sorted soon and we were ok as our direct debit was covering the costs. They then asked for photos of our meter. The last communication said they can't bill us as they do not have a tariff compatible with our smart electric meter. They also mentioned British Gas didn't charge us for electric at weekends so that was the problem (news to us!) They have all the readings to work out what we owe but they won't take our money or refund it. Why not? In the meantime they have our money in their account and we can't do anything about it. Anyone else had this problem or know what we can do to solve it!

elsien

Have you made a formal complaint?

Leedsswift

Yes it's logged as a complaint but they are being very cagey. We just want to know where we stand with payments and if they have the correct readings surely they could just bill us.

POPPYOSCAR

Try the Eon rep

http://forums.moneysavingexpert.com/member.php?u=646547

footyguy

Leedsswift wrote: »

Last year (Nov 2015) we moved from dual fuel with British Gas to dual fuel with EON . We have a smart meter for electric and was told that we would have to give normal meter readings to EON but as it wasn't compatible they couldn't take readings themselves. Other than that the rep stated it wasn't a problem. They set up EON online so we could enter readings and monitor our account but straight away we noticed there was no option to put in the electricity reading, although it did say dual fuel at the top. When I rang them they said this was just an error and they would amend it. They didn't. When the next reading was due I again had to give the reading over the phone. This has continued up to present. We spoke to them and asked why they weren't billing us for electric despite having all the readings and they said they couldn't bill us for the electricity yet but were very vague about why. They assured us it would be sorted soon and we were ok as our direct debit was covering the costs. They then asked for photos of our meter. The last communication said they can't bill us as they do not have a tariff compatible with our smart electric meter. They also mentioned British Gas didn't charge us for electric at weekends so that was the problem (news to us!) They have all the readings to work out what we owe but they won't take our money or refund it. Why not? In the meantime they have our money in their account and we can't do anything about it. Anyone else had this problem or know what we can do to solve it!

Leedsswift wrote: »

Yes it's logged as a complaint but they are being very cagey. We just want to know where we stand with payments and if they have the correct readings surely they could just bill us.

You say the switch occurred in Nov 2015 and you noticed the mistake straight away.

So presumably it was about that time you filed a complaint?

If the complaint has not been resolved with 8 weeks, then you had the opportunity to ask the ombudsman to assist you, as per the supplier's complaint procedure. It sounds like you have not progressed that far yet.

It may be you are now too late, but if not I suggest you get your complaint off to the ombudsman staright away if you do not have a resolution yet. The ombudsman will only accept complaints filed with them within 9 months of you making an your complaint to the supplier (and not within the first 8 weeks of making that complaint to the supplier)

Other time limits do also apply, but I don't think they are of importance here.

dogshome

All very strange:
As Footguy has posted, there is a 9 month limit on the period from making a complaint to involving the Ombudsman, so if your records show the date you complained until to today is within that window, contact the Ombudsman now

If it's outside the window, start a new complaint on the length of time Eon have failed to resolve thew problem - Do this in WRITING and head the letter Complaint - This will restart the clock whereby Eon have 56 days to sort it out, and if they don't you go to the Ombudsman on day 57.

The comment that BG's 'Free on Saturday or Sunday tariff' is the root of the problem is cr*p - True that this tariff can only be offered via a Smart meter,
but Eon are not offering this tariff, and though I stand to be corrected, I don't think BG were even offering this tariff in November 2015

As a backstop I think it wise to check that Eon really have taken over your Elec supply,
Google "Who supplies my Electricity" - This will give you the phone number of the Regional Data base for Elec meters in your area, who will tell you which company is registered as your supplier

footyguy

Agreed - the comment about what British Gas may or may not have charged for is a complete red herring.

When you switched to Eon, you would have been asked by Eon for a start reading. Eon would charge you from that start reading.
What you were or were not charged for by a previous supplier for consumption before that start reading is of no concern to Eon. (and they wouldn't even know either unless you told them)

SammenForLivet2

It could be that ECOES, the electricity industry database has not been updated with your new Meter Tech Details. Unlikely, though. It might be that E.ON have taken someone elses supply on by mistake (particularly easy if you live in a block of flats)

Not sure which supply area your in, but you can check your supplier in the NORWEB region on-line, http://www.enwl.co.uk/ (Not sure if it works in other regions).

E.ON are normally extremely good in these cases, and as I can see you only posted here on Saturday, I'm sure they'll be along tomorrow to help further. Either-way, whilst it may take a few weeks to resolve, I doubt you'll be left out of pocket.

Wolf3

I would agree with macfamilyent, They have either taken over the wrong supply number for your property or they have'nt sorted out the meter technical details on their records, which is the reason their asking for the photos of the meter.
Ergo, if they don't have the correct meter on their records they cant send you a bill.
I don't know why its taken them so long to update, as it should be fairly simple. And i agree the British Gas thing is a complete red herring

E.ON_Company_Representative:_Helena

Good morning Leedsswift and welcome to the forums.

There's some excellent advice on the thread already here, so thank you all.

I agree with what's being said, there could be a number of issues here, we could have taken the wrong supply, meter details may not have been updated yet on the database, or we may be having some sort of problem setting up the electricty account.

That being said, we should be honest with you about what the actual issue is. I understand you've raised a complaint, so this is your point of contact, you should have a complaint manager looking after your account and keeping you updated with what's going on and how long things should be taking.

From your post I'm not sure when you raised the complaint, but if this was when you first contacted us about the issue, the compliant would have moved to the next levels by now.

I can help get you in contact with the person dealing with your complaint if you need me to, please just ask and we'll go from there.

Thank you again everyone.

Helena

Sosumi

E.ON_Company_Representative:_Helena wrote: »

I can help get you in contact with the person dealing with your complaint if you need me to, please just ask and we'll go from there.

Thank you again everyone.

Helena

:A

Which is one of the reassuring reasons why so many of us prefer to be, and to remain with, E.ON.

Hope you had a great holiday, H.