Wrong Calculation of Gas kWh

E.ON_Company_Representative:_Helena

Diz_LFC wrote: »

Ok, so an update on this.

EON sent out an engineer to investigate the gas meter on 28th Nov. He looked at the meter, agreed that it wasn't the right serial number and took the correct serial number and a photo of the meter. He entered it in his little gadget and left.

A few days later I rang EON to find out what happens next to be told it takes 5-7 days for the new serial number to appear on the system. So I waited and rang again.... only to be told that they had nothing on the system from the engineer!! Anyway the the guy I spoke to (Andre) was very helpful and looked into it. He asked me to email over a photo of the gas meter and any tags/labels attached to it, which I did.

So, today I get the following email:
3-4 weeks to update my account!!!! And then investigate!!
I've already been waiting 5 weeks for this to be resolved!! They've known about this since 15th Nov and each month I'm overpaying them more as the direct debit hasn't been adjusted down yet!

Does anyone know why it takes this long?

Also,
How on earth haven't my bills been impacted when they've used the wrong units for the reading (cubic feet) and incorrectly multiplied the reading units by 2.83 to convert them to cubic meters when they already are in cubic meters!!

If EON forum rep Helena is reading this can you please help! This is getting very frustrating!
My house is now under offer and searches progressing, so concerned this could cause problems and not be resolved before completion.

EDF is not much better!!
I called today to be told nothing has progressed since I last called a couple of weeks ago!! Same response - Raised it with the original customer services advisor who will contact me with an update. Wasn't sure if the correct form had been filed, so has filed it again to make sure!
Is there a forum rep on here for EDF (like Helena for EON) who can help?

Any help will be greatly appreciated.

Morning Diz_LFC,

I can fully see how frustrating this is for you.

Thank you for sending in the information that we needed.

Specific meter details and updating accounts like this isn't something I can do I'm afraid, we have [FONT=&quot]specialised [/FONT] areas of the business and they deal with these accounts.

I'm not sure from your posts if you have raised a complaint with us, I think it's best now to get in contact with us and make sure this is done.

You'll then a have a complaint manager who will be your point of contact, if[FONT=&quot]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 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.

I really do hope this is resolved as soon as possible for you and I'm sorry i can't do it for you.

Helena


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polymaff

Cardew wrote: »

With scores of millions of meter readings recorded each year, there are bound to be many thousand misreading errors.

The computer algorithm, for all companies, detects readings outside of a set tolerance and rejects that reading and substitutes an estimated reading.

If only. The example I gave wasn't trapped.

On another occasion an official mis-read here resulted in a quarterly bill six times that of the same quarter in the previous year. No sanity check detected that, either.

Diz_LFC

Thanks for your help Helena. I'll raise a complaint today.