EON reduced my payments too much. Want £252.

Carley1

Hi all, looking for some advice please!

I was a Eon customers from November 2015 to November 2017. I paid by direct debit and never missed a payment. When it came to moving out of the premises I informed EON in November 2017 after my direct debit left my account that I was moving out of the property at the end of the month and sent them my forwarding address which they acknowledged.
During the time of living at the address I received two emails to my email account in regards to my usage however it had a different address on the email and was not the address I was living at!! I rang EON on a number of occasions and asked them to change it, which they never did they also stated they would look to make sure my usage was correct, I never heard anything back.
After moving out of the premises I then received an email to say they had sent a bill to my previous address after I had moved out, so how they expected me to get this bill I have no idea, plus it was a different building address to what I lived in! Eon had already acknowledged that I had moved out and said they would close the account.
They stated on an email that I owed them £70 and again this was addressed to a flat that I didn’t live in. The block of flats that the bill was addressed to actually exists a few miles away from where I was living. I then rang on a few occasions about the bill and never got any explanations or proof that this was my bill.
After going back and fourth I paid the bill as I did not want this affecting my credit score however surly enough it has!!
After checking my credit score EON have put three missed payments on my record all in January 2018, and then it shows settled in February 2018 which is totally incorrect as I never made any payments to EON in Feb 2018.
If anyone can steer me in the right direction I would appreciate it as I’m just getting passed from pillar to post and this is stopping me buying a property! Thank you!

Former_E.ON_Company_Representative:_Malc

Carley1 wrote: »

Hi all, looking for some advice please!

I was a Eon customers from November 2015 to November 2017. I paid by direct debit and never missed a payment. When it came to moving out of the premises I informed EON in November 2017 after my direct debit left my account that I was moving out of the property at the end of the month and sent them my forwarding address which they acknowledged.
During the time of living at the address I received two emails to my email account in regards to my usage however it had a different address on the email and was not the address I was living at!! I rang EON on a number of occasions and asked them to change it, which they never did they also stated they would look to make sure my usage was correct, I never heard anything back.
After moving out of the premises I then received an email to say they had sent a bill to my previous address after I had moved out, so how they expected me to get this bill I have no idea, plus it was a different building address to what I lived in! Eon had already acknowledged that I had moved out and said they would close the account.
They stated on an email that I owed them £70 and again this was addressed to a flat that I didn’t live in. The block of flats that the bill was addressed to actually exists a few miles away from where I was living. I then rang on a few occasions about the bill and never got any explanations or proof that this was my bill.
After going back and fourth I paid the bill as I did not want this affecting my credit score however surly enough it has!!
After checking my credit score EON have put three missed payments on my record all in January 2018, and then it shows settled in February 2018 which is totally incorrect as I never made any payments to EON in Feb 2018.
If anyone can steer me in the right direction I would appreciate it as I’m just getting passed from pillar to post and this is stopping me buying a property! Thank you!

Hello Carley1 and welcome to the Forums.

Can I ask if the property you moved out of was a new build? The type of issue you mention tends to happen with new builds where meters are installed on individual plots often a long time before occupiers move in or postal addresses are created. Builders or developers let us know when occupiers move in and sometimes they mix up the details. This can lead to the sort of situation you describe. Whilst you were at the property, did you check the serial numbers on the actual meters matched those on your bills?

If they didn't, this could be what's known as a crossed meter. This is where the meter details become mixed up between different properties. Should this be the case, we've a dedicated team who sort these situations. This is our New Connections (Developer) team. Contact details are on our website.

Whilst you were with us, did you register with our website for paperless billing? If you did, bills will have been posted online and an email sent to let you know they were there.

If I'm right and the billing has been mixed up, we'll sort it out and let the Credit Reference Agency know so entries can be put right.

Sorry if I'm barking up the wrong tree Carley1.

Malc

NeilForth

Check your usage every 4-6 weeks on your online account when you submit your readings. If you can see you going into debt too much, you can always adjust your DD payments upwards to avoid this situation.

isthatallitis

eon are absolute gangsters..i would not have anything to do with them as long as i live, you wont believe the horor stories i can tell you about this lot including a 12000 pounds bill backdated as they only read one meter...
they then keep your payments just behind the usage so you always have a debt on the account so you cannot leave, if you do and offer a payment arrangement to clear the det and leave they them put payment arrangement on your credit file which is as bad as a red flag...
these idiots should not beallowed anywhere near a credit file as they destroy peoples lives..all this rubbish about helping keep debt down , all it does is destroy the customers credit record and they get paid, only people who benfit are eon..stay well clear is my advice!

Former_E.ON_Company_Representative:_Malc

isthatallitis wrote: »

eon are absolute gangsters..i would not have anything to do with them as long as i live, you wont believe the horor stories i can tell you about this lot including a 12000 pounds bill backdated as they only read one meter...
they then keep your payments just behind the usage so you always have a debt on the account so you cannot leave, if you do and offer a payment arrangement to clear the det and leave they them put payment arrangement on your credit file which is as bad as a red flag...
these idiots should not beallowed anywhere near a credit file as they destroy peoples lives..all this rubbish about helping keep debt down , all it does is destroy the customers credit record and they get paid, only people who benfit are eon..stay well clear is my advice!

Hello isthatallitis and I've just replied to a related post at the link below.

https://forums.moneysavingexpert.com/discussion/comment/76780070#Comment_76780070

Payment arrangements are spread evenly over 12 months and we look to reach as near as possible to a zero balance by the annual review. They're based on current prices and past usage. We're also able to include outstanding balances and spread these over a similar period.

Accounts may well be in debt at certain times of the year as more energy tends to be used in winter. This will even out as we look to reach the zero balance mentioned above. To do this, we review arrangements every quarter. If needed, we'll only make changes at the mid-point and annual reviews. At the other times, we'll let customers know if we believe an increase is needed and leave it up to them to make any adjustments.

When we share information with Equifax, customers with payment arrangements are shown as 'I' for the duration of the agreement. Where payments are up to date, we'll share a '0' status.

Malc

isthatallitis

hi malc this a different problem and amounted to over 12 thousand pounds...eon had my electricity when i purchased the house new and just sent a bill,,it was paid dd monthly..

just a month before the laws regarding no bill over 12 months came out eon strangly discovered id only been billed for one energy source , not two and sent me a bill for over 12000 pounds...correct 12000..

due to being an oversight on their part they agreed to allow me to pay it back monthly...how nice of them!

nearly 20 years of being with them perfect green markers on my credit record..i leave and dispute the final bill , which was proven innaccurate 3 times and whilst this was going on they strangly start giving me bad markers despite me paying 50 pounds a month as a goodwill payment whilst it was looked at..bad move as they put it as a payment plan , not a goodwill payment while the account was in dispute and marked my credit record as agreed payment plan and then marked them as late .

the fact is im 72 and its not the end of the world to me , but these poor younger people on here that have had credit records  destroyed by eon  should get writing on all these forums  about what these utility companies have done to them..and prevent the next poor customer getting the same treatment...

utility suppliers should not report to credit companies and you can come back to me with rubbish about credit record only reflecting whats happening, its all tosh...and you need stopping,

the complaint tool  resolver , recommended by money saving supermarket here rate results as 2.8 out out of ten for complaints to eon, tells you all you need to know, they are not interested.

iv used another energy company for 8 months and saved 80 pounds per month against eons bills and the service is excellent , dont use this mob

Cardew

isthatallitis said:

hi malc this a different problem and amounted to over 12 thousand pounds...eon had my electricity when i purchased the house new and just sent a bill,,it was paid dd monthly..

just a month before the laws regarding no bill over 12 months came out eon strangly discovered id only been billed for one energy source , not two and sent me a bill for over 12000 pounds...correct 12000..

due to being an oversight on their part they agreed to allow me to pay it back monthly...how nice of them!

Was this a domestic account? or a business account? or a micro-business account? Although with purchasing the house new it would appear to be a domestic account.

For donkey's years companies could only claim back 6 years on a debt under statute of limitations, so were you using £2,000 a year?

What was the period over which this £12,000 debt built up?

A month before the mandatory 'no bill over 12 months came out' (i.e backbilling) for domestic companies, it was a voluntary agreement by companies, and before that, 'no bill over 24 months' and that dates back several years.

Even in domestic cases the 12/24 month backbilling depended on the company being at fault.

You state that 'eon strangely discovered' and 'an oversight on their part' . Did you not inform them of this second energy source?(presumably this was gas?)

All of the backbilling regulations stated it only applied where the company were at fault e.g.' the protection may not apply if you have behaved obstructively or unreasonably which prevents your supplier from accurately billing you' .and this would include the  customer not informing them of the second source.

With new build houses there are many cases where the developer does not inform the energy company correctly. Many properties have electricity from one company and gas from another company. How for instance would Eon know that you were not paying another company for this second source?

Cardew

Intentional deletion.

Former_E.ON_Company_Representative:_Malc

isthatallitis said:

hi malc this a different problem and amounted to over 12 thousand pounds...eon had my electricity when i purchased the house new and just sent a bill,,it was paid dd monthly..

just a month before the laws regarding no bill over 12 months came out eon strangly discovered id only been billed for one energy source , not two and sent me a bill for over 12000 pounds...correct 12000..

due to being an oversight on their part they agreed to allow me to pay it back monthly...how nice of them!

nearly 20 years of being with them perfect green markers on my credit record..i leave and dispute the final bill , which was proven innaccurate 3 times and whilst this was going on they strangly start giving me bad markers despite me paying 50 pounds a month as a goodwill payment whilst it was looked at..bad move as they put it as a payment plan , not a goodwill payment while the account was in dispute and marked my credit record as agreed payment plan and then marked them as late .

the fact is im 72 and its not the end of the world to me , but these poor younger people on here that have had credit records  destroyed by eon  should get writing on all these forums  about what these utility companies have done to them..and prevent the next poor customer getting the same treatment...

utility suppliers should not report to credit companies and you can come back to me with rubbish about credit record only reflecting whats happening, its all tosh...and you need stopping,

the complaint tool  resolver , recommended by money saving supermarket here rate results as 2.8 out out of ten for complaints to eon, tells you all you need to know, they are not interested.

iv used another energy company for 8 months and saved 80 pounds per month against eons bills and the service is excellent , dont use this mob

Hello isthatallitis and may I ask when this energy was used? Also, is the second source gas?

Although the Regulator made Back-Billing a requirement of the Standard Licence Conditions in 2018, we've been following it on a voluntary basis since it was first established as the Billing Code in 2007. It could be that it can be applied. It depends on the circumstances.

Back-Billing applies where we've failed to bill accurately. Where we're at fault for a customer not receiving an accurate bill, we cannot charge for any unbilled energy (both electricity and gas) used more than 12 months from the point the problem was fixed.

As Cardew says, exceptions are where energy has been used and the customer has behaved unreasonably. Examples include making no attempt to contact us to arrange payment; wilfully avoiding payment; or not co-operating with attempts to take readings or resolve any queries we might have. This includes denying us access to meters.

It doesn't matter you've left us and paid the final bill. If you believe Back-Billing rules apply, please let us know and we'll investigate.

With new builds, we rely on the customer or builder/developer/agent giving us details of the energy set-ups at properties. Issues here can sometimes have a knock-on effect later on.

I've posted a bit more about our relationship with Credit Reference Agencies above and on the thread below.

https://forums.moneysavingexpert.com/discussion/4132951/eon-reporting-to-equifax#latest

As I say isthatallitis, if you believe there are outstanding issues please challenge us on them.

Malc