Electricity Meter Mix-up - Account with Wrong Supplier

ThreeMarks

Hi,

To cut a long story short, I've had a contract with First Utility since I moved in to the property ~18 months ago.

A couple of weeks ago, I received an email from First stating that my supply had been transferred to British Gas. This, as far as I'm concerned, was an erroneous transfer and I complained to First about the matter, requesting that my supply be switched back and the account returned to its previous status, immediately.

Since then, First Utility have contacted me telling me that Eon have had the account all along, since the meter MPAN numbers were mixed up.

I've been meticulous in taking my meter readings each month (in order to help manage costs) so we're all agreed that the meter readings are correct and sound.

First Utility also stated that they are in the process of returning all of the money I have paid to them over the 18 months circa £600 and that Eon would contact me with regards to my balance.

I was firm with First when they called me, and I was adamnt that I was only willing to pay Eon, if it all, based on the tariff I had with First. In other words, I'm prepared to pay the money that was refunded, and nothing more.

I'm not sure where I stand legally, but I am really angry and I'm tempted to tell Eon to go shove it. I am however, adamant, that I will only pay the tariff that First gave me.

Am I liable for any bill that Eon send me. since I actually have no contract with them. In addition, this makes me question who has been paying Eon, all this time?

Cardew

Whilst it is not your fault, you haven't actually had a contract with First Utility; and indeed you have been on a 'deemed contract' with Eon.(everyone is initially on a deemed contract with the existing supplier of the property. The difficulty is that normally Eon would put you on their most expensive Standard tariff

However as you are patently not at fault in this saga, it may well be that the 12 month back-billing ruling will apply and you will only be charged for the last 12 months of gas/electricity.

In your situation I would simply be reactive and see what Eon propose - and take matters from there.

Fortunately we have two excellent Eon reps(Malc and Helena) who visit this site regularly and I suspect they will contact you and take up your case.

ThreeMarks

Hi Cardew,

Thanks for your interest and reply to my question.

Indeed, I am happy to allow Eon to wait and see what Eon propose, as I had planned. My response to being on a "deemed" contract would be that Eon have never formally (or in any capacity) contacted me regarding a bill. As you stated, this is not my error, in fact I've no idea whose error it is.

I'd like Eon's representatives to comment, if they would.

Wolf3

It depends on the circumstances of the mix up, if the registered supplier for your property haven't had any contact with you, they might have been sending bills to another property, so its not entirely their fault either.
Address mix ups with the national database can lead to these errors. As Cardew stated Eon would put you onto a "deemed" contract and if they have never spoken to you then the back billing rules should apply, so you would only be billed for the previous 12 months

Former_E.ON_Company_Representative:_Malc

ThreeMarks wrote: »

Hi,

To cut a long story short, I've had a contract with First Utility since I moved in to the property ~18 months ago.

A couple of weeks ago, I received an email from First stating that my supply had been transferred to British Gas. This, as far as I'm concerned, was an erroneous transfer and I complained to First about the matter, requesting that my supply be switched back and the account returned to its previous status, immediately.

Since then, First Utility have contacted me telling me that Eon have had the account all along, since the meter MPAN numbers were mixed up.

I've been meticulous in taking my meter readings each month (in order to help manage costs) so we're all agreed that the meter readings are correct and sound.

First Utility also stated that they are in the process of returning all of the money I have paid to them over the 18 months circa £600 and that Eon would contact me with regards to my balance.

I was firm with First when they called me, and I was adamnt that I was only willing to pay Eon, if it all, based on the tariff I had with First. In other words, I'm prepared to pay the money that was refunded, and nothing more.

I'm not sure where I stand legally, but I am really angry and I'm tempted to tell Eon to go shove it. I am however, adamant, that I will only pay the tariff that First gave me.

Am I liable for any bill that Eon send me. since I actually have no contract with them. In addition, this makes me question who has been paying Eon, all this time?

Hello ThreeMarks and sorry for the late reply. Just noticed your post.

This sounds like what's known as a crossed meter. This is where the meter details become mixed up between different properties. They tend to happen mainly on new builds or after a meter exchange. You mention moving in 18 months ago. Is this a new build?

If it is, I suspect it's as I say and the meter details have been jumbled up. Don't worry, this can be sorted out although it might take quite a time particularly if there are a lot of properties involved. For this reason, we've a dedicated team who look after these situations. They investigate what's been mixed up, sort it out and rebill accounts using the right meter and readings. Sometimes, site visits are needed especially where there are a number of properties on a development. They'll arrange these too. This is our New Connections (Developer) team.

This team will also be able to let you know the reason for the mix up. On new builds, meters are installed on individual plots often a long time before the occupier moves in or a postal address is created. It's usually down to the builder/developer or their agents to let us have details of the meters at individual addresses. These details aren't always given to us as they should be and so become mixed up as above. Not saying this is the case but it's something I'm aware can happen. Equally, it could be something we've done wrong. The reason will determine whether or not the Billing Code applies.

When you moved in, were you told we were the original supplier by the builder/developer or their agents? If you were, did you contact us to set up an account or did you apply to First Utility to take on the electricity? Sorry for the questions. Trying to understand what happened.

The Billing Code applies where we've failed to bill accurately due to something we've done wrong. If we're at fault for you not receiving an accurate bill, we won't charge for any unbilled energy used more than 12 months from the point the problem was fixed. Where it's not our fault, we'll bill as usual. This again will be sorted by the New Connections (Developer) team but it's certainly worth asking the question.

It's important these situations are fixed so people are paying for the energy they're actually using. To help move this forward a bit quicker, please let us have as much information as possible. This includes the serial number on the meter itself (photo would be great), the current reading, the original plot details, full postal address, handover date, readings (if you have them) at the handover date and the meter serial number/supply number (MPAN) used by First Utility.

Contact details for this specialist team are on our website under New Connections (Developer Connections). I'll be happy to pass your details on as well if you drop an email with the above information to the address in my Profile.

Sorry again I missed your post earlier ThreeMarks but hope this points you in the right direction.

Malc

Former_E.ON_Company_Representative:_Malc

Cardew wrote: »

Whilst it is not your fault, you haven't actually had a contract with First Utility; and indeed you have been on a 'deemed contract' with Eon.(everyone is initially on a deemed contract with the existing supplier of the property. The difficulty is that normally Eon would put you on their most expensive Standard tariff

However as you are patently not at fault in this saga, it may well be that the 12 month back-billing ruling will apply and you will only be charged for the last 12 months of gas/electricity.

In your situation I would simply be reactive and see what Eon propose - and take matters from there.

Fortunately we have two excellent Eon reps(Malc and Helena) who visit this site regularly and I suspect they will contact you and take up your case.

Definitely worth asking the question Cardew. As above, the Billing Code applies where we're at fault for a customer not receiving an accurate bill. In these circumstances, we won't charge for any unbilled energy used more than 12 months from the point the problem was fixed. Each case is looked at individually and, if we're not at fault, we'll charge as usual.

Thanks for the kind words Cardew. They're appreciated.

Malc

Former_E.ON_Company_Representative:_Malc

Wolf3 wrote: »

It depends on the circumstances of the mix up, if the registered supplier for your property haven't had any contact with you, they might have been sending bills to another property, so its not entirely their fault either.
Address mix ups with the national database can lead to these errors. As Cardew stated Eon would put you onto a "deemed" contract and if they have never spoken to you then the back billing rules should apply, so you would only be billed for the previous 12 months

You're right Wolf3. These cases very much depend on the actual circumstances involved and each one is usually different. As a result, we look at each on its individual merits and, if we're at fault for a customer not receiving an accurate bill, we won't charge for any unbilled energy used more than 12 months from the point the problem was fixed. Where we're not at fault, we'll bill for the energy used.

Malc