Eon refunded my credit now i have a large bill.

meromayz

A month ago i contacted eon to ask them why i was in credit of £500 they gave me no explanation and refunded me the money back. Then on the 24th of April i checked my bill to find it was £650 so i phoned them to ask them what was happening and they then realised they hadn't been billing me for a whole year and they shouldn't have given me the money back. They have admitted it was there fault and in-forced the billing code and reduced my bill to £506. They are still insisting i repay the money even thou they made the mistake of refunding me in the first place. I have two young children and have explained my affordabilty so they have given me number of people that can help. But i still think it is wrong to charge me for there mistake? as if they hadn't given me the credit back the money would still be in there to cover debt. Not sure what to do now as they don't seem to bothered about my complaint.

E.ON_Company_Representative:_Helena

Good afternoon meromayz and welcome to the forum,

This does sound a bit strange, as refunds of that size have to go through a couple of people normally to be authorised.

We would also normally make sure the account is fully billed up to date before the refund.

It looks like we have now billed the account, has this been charged to accurate reads? I would suggest making sure it is.

What reason have we now given as to why the account wasn't billed for a year? Have you been providing readings to us?

It sounds like you have already [FONT=&quot]raised[/FONT] a complaint about this, the best thing to do is to let your complains manager know that you're still not happy and you want this to go to the next stage.

We've added the billing code to the account and I would think we would offer a payment arrangement as well.

Speak to us again and let us know you want to move the complaint on.

I hope it gets resolved for you.

Thank you

Helena

meromayz

Hi helene

I did inform them I was unhappy with the way my complaint had been handled and was informed they couldnt do anything they were doing what all they could. I asked why i had to pay back the money, when it was them at fault which they even agreed it was. The lady who refunded the money never checked my bills this was only picked up after my most recent bill after i gave a meter reading and a rep did a reading too Which was the first time i had even had a rep from eon come to me. I have given readings and they are even on my bill. i even changed tarrifs in the same year and it still wasent picked up on . There was no reason to why i hadent been billed a year they just informed me they had inputed the billing code which has recuced the bill. I pay my bills every month by direct debit at the rate i can afford i am now faced with a large bill that i cant afford and feel i am being penalised for there mistake. They have put me in contact with step change who i have spoken to and say that i should contact the ombniusmon. I will try talk to eon again but will probably get same result.
Thank you for your reply.

E.ON_Company_Representative:_Helena

Morning meromayz,

Thank you for the extra information.

It sounds like the complaint has reached the [FONT=&quot] reviewer [/FONT] stage. [FONT=&quot]Given we've not resolved this to your satisfaction, you'll now be able to go to the Energy Ombudsman for an independent review.

Also, if we've made our final offer, we'll send you a 'Final Resolution Offer' letter giving the details. This will help when you approach the Ombudsman. There are more details to help you contact the Ombudsman on our website and in the letters we'll send you.

When you speak to us again, let us know that you want to continue with your complaint.

Thank you

Helena
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