Eon issue

TokaS

Anyone know of any advice for me.

Changed from eon last January. Turned out that they had the wrong meter details for me and all readings I'd sent had been changed to estimates for the 16 months I was with them.

They are sorting it but 8 months down the line I'm none the wiser and no final bill. They keep fobbing me off with all sorts of issues relating it other energy groups that they can or can't get figures off to finalise mine. Getting fed up now and wondering who I can complain to.

I have lodged a complaint with them but that's it. They have mentioned compensation once it's finalised but I think that'll be minimal.

Anyone had any similar experiences??

Thanks in advance.

Raxiel

Just to clarify, they haven't been able to verify your closing readings and produce a final bill for 8 months?

Some questions:
Is it the meter readings they had wrong, or the details of the meter itself?
Who did you switch to?
Did you give them meter readings at the time of your switch?
Have they issued you with a bill since you joined them?
What readings did they use for their opening reading?
How did you lodge your complaint? On the phone or in writing?


Normally, the gaining supplier should manage the switch, you give them your readings, and they have them independently verified based on historic usage for your address (this is an industry standard process) that third party may wave your readings through or may adjust them in line with their expectations (you can dispute it if it's significantly different but that's rare). The new supplier then uses the verified readings to open your new account and passes the same figure to the losing supplier to close the old one.
This process shouldn't take more than a few weeks.

Are E.ON claiming they haven't had verified readings from the new supplier yet?
If you haven't put your complaint in writing yet, do so with a letter headed 'COMPLAINT'. If it's not resolved within 8 weeks, you can then take it to the Ombudsman to sort out.

Now it's Monday one of the E.ON reps will probably be along soon, although if you are already in their complaints procedure I'm not sure they can help.

E.ON_Company_Representative:_Helena

TokaS wrote: »

Anyone know of any advice for me.

Changed from eon last January. Turned out that they had the wrong meter details for me and all readings I'd sent had been changed to estimates for the 16 months I was with them.

They are sorting it but 8 months down the line I'm none the wiser and no final bill. They keep fobbing me off with all sorts of issues relating it other energy groups that they can or can't get figures off to finalise mine. Getting fed up now and wondering who I can complain to.

I have lodged a complaint with them but that's it. They have mentioned compensation once it's finalised but I think that'll be minimal.

Anyone had any similar experiences??

Thanks in advance.

Good morning TokaS,

Excellent post from Raxiel, so thank you very much for this.

You've done the right thing and raised a complaint with us, this means you'll have a complaints resolution manager who will look after the complaint.

You can then follow the [FONT=&quot]escalations[/FONT] process for the complaint, if this doesn't get resolved.

Just one other thing I did wonder, if we had the incorrect meter details, it may be that they're also wrong on the national data base. Are they correct now with the new supplier?

Thank you

Helena

TokaS

Hi. I'll try to add details. Apparently when my meter was changed pre eon it wasn't picked up on. I changed to eon and they still had me down with my old meter. I fed in the meter readings as normal and when they arrived at eon they were so far off what eon expected then to be (as of old meter) that they disregarded them and used estimates for the year or so I was with them. I then came to switch supplier to Sainsbury's and it was at this stage they realised that the details of the meter were wrong.

They have now agreed a meter reading with my new supplier Sainsbury's but as the whole time with them was on estimated readings they need to readjust my while years bill. I am about £300 in credit with eon and I think most of that should be coming back to me. Problem is the whole years figures are wrong too and from my understanding estimates are usually over so I might be getting a bigger refund.

But this has been going on since January 2017. I've made an official complaint and am being dealt with by a complaint manager, the last email said...

Dear Mr Wells,

I hope all is well.

Quick update regarding your complaint, we are awaiting for British Gas to send flows across to our system.

Until we receive the correct flows from them, we will not be able to carry out our data fix.

Kind regards

I'm getting monthly updates but they always seem to say they are waiting for something...

In March the meter readings were agreed... As per this email with one of their customer resolution manager...

Good afternoon Mr Wells


I have now greed a new loss reading with your new supplier British gas. I have agreed a new reading of 01959 on the correct meter. This is based on 00779 24/09/2015 and a latest meter reading of 02209 from 20/03/2017.


Your new supplier has agreed the reading. I am just now in the process of re billing your account. Due to upgrades with our system I am unable to do this today.


I am not in the office tomorrow so will pick up the re billing of your account on Thursday. I hope this is ok.


Kind regards

And since then it's been one thing after another...

TokaS

The meter detail are correct as of March on the national database as far as I am aware...

TokaS

The official complaint went in around 20th March... Initially I was being dealt with by one customer complaint manager but was then passed onto another more senior one at the beginning of the summer.... But still no joy!!

Can I now escalate it?

E.ON_Company_Representative:_Helena

TokaS wrote: »

The official complaint went in around 20th March... Can I now escalate it?

Thank you for the extra information.

I understand.

[FONT=&quot]As you're not happy with how the complaint is being handled, ask for it to be referred to our Complaints Review section. They'll look again at what's gone on before from both your point of view and ours. At this stage, if you're still unhappy with what's happened, you can go to the Energy Ombudsman for an independent assessment. The Ombudsman's decision is binding on us but not on you. Our Reviewers will let you have a Final Resolution Offer letter to help when you go to the Ombudsman. Although, if the complaint is over 56 days old, which it sounds like it is, you'll be able to go the Ombudsman straightaway. No need to wait for a letter.

Hope this helps.

Thank you

Helena
[/FONT]

TokaS

Should I do that by way of email so there's a paper trail or ring up and try to speak to my complaint manager...

E.ON_Company_Representative:_Helena

TokaS wrote: »

Should I do that by way of email so there's a paper trail or ring up and try to speak to my complaint manager...

If you give them a ring, they can put you through on the phone.

That's quickest.

Thank you.

Helena

TokaS

Thanks I have a representative who's going to ring me back with a reviewer listening in at the same time to see if they can progress this matter, although the representative did say it couldn't be progressed today...?

he's going to get the 56 day letter sent out even though it's day 220 of the complaint... No letter had been sent earlier.

Will progress it to ombudsman as well as he agreed this isn't acceptable.

He asked me what I wanted as a resolution today so I said repay my years payments and give me my credit back as an apology... Can't see it happening but I'm pretty sure any compensation won't be much...

E.ON_Company_Representative:_Helena

TokaS wrote: »

Thanks I have a representative who's going to ring me back with a reviewer listening in at the same time to see if they can progress this matter, although the representative did say it couldn't be progressed today...?

he's going to get the 56 day letter sent out even though it's day 220 of the complaint... No letter had been sent earlier.

Will progress it to ombudsman as well as he agreed this isn't acceptable.

He asked me what I wanted as a resolution today so I said repay my years payments and give me my credit back as an apology... Can't see it happening but I'm pretty sure any compensation won't be much...

No worries,

It's good you've got the ball rolling and get this resolved asap.

Thanks for letting me know.

Helena