EON and moving house

Brooker_Dave

Sold house in December 2014, exchanged in early January 2015, spoke to EON, took meter reading and took photo of meter.

Weirdly we had had no bills from EON since 2006.

Heard nothing.

Today get letter from EON demanding £109.57.

Turns out actual energy usage was £31.45.

They also claim that there's a £55 call out fee and a £10 extra fee.

But refuse to provide an actual bill, and are stalling when I ask for a breakdown of the £109.57.

The story keeps changing.

Asked why no bills had ever been sent prior to this, despite asking for one.

Spent the whole day on phone trying to sort this out.

Despite having the photo of the meter and proof of sale, which EON wanted earlier in the day, they now don't want it and are not prepared to discuss the issue any further.

Any ideas how to resolve what should have been and easy to resolve issue?

[Deleted User]

Log into your EON account and then click "Help and Support" then Complaints then "Send us an email"

Always put things in writing and use the word COMPLAINT at the start. Provide them with any details and the course of action you need from them. That is a fully itemised bill.
Try not to waffle, use plain simple English and be no confrontational.

Brooker_Dave

I raised a complaint over the telephone, which went to an impartial complaints person who worked for EON, who dismissed all my complaints and told me I'd be wasting my time with the energy ombudsman and that I'd lose.

It's worth remembering that I'm being asked to pay someone else's electricity bill - the bill is from 30 Oct 15 to 30 Dec 15.

Turns out they didn't bother pay it and EON sent someone round at £55.

Apparantly because I've complained and my complaint has not been upheld, EON will not communicate with me any further.

Their refusal does not make things easy.

[Deleted User]

What date did they tell you that they had rejected your complaint? And when was the complaint started?
It isn't up to EON to tell you that going to the Ombudsman won't work. Of course they would say that as they pay all the costs. It is your choice once they have rejected your complaint if you wish to go to the Ombudsman.
Read the advice from the Citizens Advice Bureau https://www.citizensadvice.org.uk/consumer/energy/energy-supply/complain-about-an-energy-company/complain-to-your-energy-supplier/ and if you need further help to progress, I would ask them.

Brooker_Dave

gsmlnx wrote: »

What date did they tell you that they had rejected your complaint? And when was the complaint started?

All happened this morning.

I complained, and got put through to someone who blamed me for all of EON's shortcomings, and then to the impartial EON worker who dismissed all of my complaints.

Irritatingly they have claimed that my solution was a payment arrangement, which I or none of the people I spoke to ever mentioned.

Why would I want to spread the payments of someone else's bill?

gsmlnx wrote: »

It isn't up to EON to tell you that going to the Ombudsman won't work. Of course they would say that as they pay all the costs.

I read that it costs them money to go to the ombudsman?

Why would they prefer this and not want to work with me to resolve the problem?

SammenForLivet2

Did E.ON really tell you that they didn't expect the Ombudsman wouldn't work? If they did, this is disappointing. I really do think E.ON have got the complaints handling steps right. Advisor - Customer Relations Officer- Review - Deadlock Letter Issued, from what I know. Wish that we could do all this. Where I work, there is time between each stage of the process and callbacks involved, whereas I believe I believe E.ON can offer to deadlock the case all in one call, if all actions are resolved.

To confirm, what would you like as a resolution? What E.ON's proposed - and to issue a final bill seem fair. Although it will cost them money for you to goto the Ombudsman, it's sometimes the best way to resolve things. They'll look impartially at everything. Also, it looks good for E.ON's stats if you case isn't upheld by the Ombudsman. Your deadlock letter should clearly explain E.ON's position and most likely include a copy of a bill.

Just guessing here. But hope you get everything resolved

Brooker_Dave

SammenForLivet2 wrote: »

Did E.ON really tell you that they didn't expect the Ombudsman wouldn't work?

Said I was wasting my time and the ombudsman would just find against me.

I fail so see why I should pay someone else's electricity bill?

Brooker_Dave

SammenForLivet2 wrote: »

To confirm, what would you like as a resolution? What E.ON's proposed - and to issue a final bill seem fair.

Well I'd like a final bill that reflects the actual meter reading when I sold the house, not the meter reading almost a year later.

Nobody could really explain why I'd not had any bills for 8 years, other that the account was in credit, they said they could only bill back 12 months, but that involves me paying the next person's bill and £65 collection charges.

E.ON_Company_Representative:_Helena

Good afternoon Brooker Dave and thank for your post.

I'm not sure I can offer much advice due to the level the complaint has reached to be honest.

I think you need to have a look at the complaints handling procedure, it's on our website (I'm not allowed to post links)

Then I think you need to get back in contact with the complaints manager who is dealing with this for you.

To me it sounds more complicated maybe and without knowing the actual details, I wouldn't want to tell you the wrong thing.

I do hope it gets resolved quickly for you.

Helena

Brooker_Dave

E.ON_Company_Representative:_Helena wrote: »

Then I think you need to get back in contact with the complaints manager who is dealing with this for you.

They're not prepared to discuss the matter any further.

Manager one was happy to have photo of meter reading and proof of sale, the one further up the food chain is not interested and will not speak to me or deal any further with the problem.

If anyone is thinking of using EON as an energy supplier, look at what has happened to me and find another supplier.