Eon - lowell ***ombudsman update***

twhitehousescat

the problem seems to be that the person that took my final reading failed to close account , this has been stated verbally

Willing2Learn

Okay, but on your Eon file is a call you made in early Nov 2011 stating you had moved and including your final meter readings. Surely, if they acknowledge that the operative failed to close the account, then they are admitting an error on their part? Would that not mean that the complaints department at Eon can now mark the account closed as of November 2011 with zero balance due? Obviously, Eon complaints would need to confirm all this in writing, and would need to instruct both Lowell and Avarto of their mistake. Have you written to Eon complaints asking these questions?

Edit: I believe you are now getting close to having a resolution. Just needs a little more pushing...

twhitehousescat

as was stated at the very beginning , I am NOT contacting lowell , they are not there to "help you" they are blood sucking leaches that mould start court action on there mothers if needed

yes this all boils down to an operative failing to close the account after final reading was given

the old property was run down (but cheap) the landlord wanted (and did do it up and turned it into student accommodation , he gave me an eviction notice , in order to climb the social housing waiting list (it did) a copy of eviction notice , plus a dated copy of my tenancy notice (new house) has been forwarded to eon resolutions

when you stand back and look , you can see multiple failings by eon , if I was a customer now , I would have changed suppliers

eon resolutions are ringing me back at 4.pm on friday , they hope to have an outcome by then over the weekend

[Deleted User]

If you've sorted it with E,On then they will contact Lowell and "call them off" if you have no intention of calling them yourselves

Willing2Learn

twhitehousescat wrote: »

as was stated at the very beginning , I am NOT contacting Lowell...

Sorry, that is what I meant, ONLY to contact Eon. I've learnt my lesson lol
Well done on the progress you have made so far..

twhitehousescat

well an update :

after 3 weeks a chap from the resolution centre phoned , said he had been shouted at , as bill had been sold - nothing they could do - case closed.

spoke to CAB , advised to ask for case to be reopened or new case

they reopened the case , promised to get my name off the tenancy (they said that 3 weeks earlier??) but they would not contact lowell

spoke to lowell , they will continue to chase untill stopped by eon

spoke to eon ombudsman people , offered £50 , I said no as you have left lowell marking my credit file ,,,,,,,,,with possibility of court , deadlock ref received and now at energy ombudsman

they will now contact eon and get all files , I have to ring back later (when file request is active) and they will inform lowell to stop until result


I am annoyed that eon caused this $%^& , they admit it , but there system stops them contacting lowell

if I had of accepted the £50 , lowell could chase me for 6 yrs ,

E-on are a shambles and need bringing down a peg , they lie lie lie and will not rectify there faults

twhitehousescat

now resolved

all along , apology , apology etc etc , but would NOT recall debt from lowell

ombudsman was involved , and a flurry of emails and calls to me from eon

with the paperwork I have in front of me I would have won a case at the ombudsman , even eon admit failure and agree , eon have now (after being TOLD) not only stopped lowell actions , but they have withdrawn the sale of my alleged debt .

they have also made an offer which was not quite as insulting as previous

upon receiving the cheque , I will close the case with the ombudsman

Willing2Learn

Well done!!!

And thanks for keeping us all updated...

twhitehousescat

Ombudsman update

Dear  Mr xxxx 



Your complaint about E.ON (Residential)



Please find below a copy of our report confirming the proposal agreed by you and E.ON (Residential), in full and final settlement of your complaint.



E.ON (Residential) should provide the remedy within 28 days from the date of this email.



In cases where we require no remedy or award, the company will not need to take any further action.



Ombudsman Services is pleased there is a resolution to this dispute.



Yours sincerely



 Andy Dossett 

 Investigation Officer 



Telephone: 0330 440 1624
Email: osenquiries@os-energy.org



Report

I have considered the information provided by both parties. This includes the complaint and the further information which you have provided as well as our telephone conversation. E.ON has provided a case file which includes its view of your complaint, account notes and copies of bills and correspondence.

Your complaint relates to recent correspondence which you have received regarding the billing of electricity at 201 xxxx where you were resident between October 2007 and September 2011. Your electricity was supplied through a prepayment meter. Specifically within your complaint you state you informed E.ON you had moved from the property on 9 September 2011 and even though you had a prepayment meter you provided a meter reading.

You received no further contact from E.ON until 16 August 2018 when you received an envelope containing two letters, one of which advised E.ON had sold the “debt on your account” to Lovells and a second advising Lovells had sold the debt to Arvato.

You contacted E.ON to explain you had moved from the property in September 2011 and it asked you to provide proof of this. You provided a copy of your tenancy agreement for your new property, confirmation you were on the electoral role and a Welcome Letter from E.ON confirming it had opened an account for you at your new address. An adviser from E.ON advised he had looked into the matter and confirmed you were not responsible for the bill and you had required all the necessary information to close the complaint. He told you he would contact Lowell’s to ensure the debt collection activity ceased. The following week the same adviser contacted you to advise the case had been closed and you would need to contact Lowell’s as the debt had been sold to them.

You subsequently contacted Citizens Advice Bureau who advised you to call E.ON requesting either to open a new complaint or re-open the old one. You subsequently contacted Lowell’s who told you there was a balance of over £500 outstanding and you would need to pay this. When you again contacted E.ON the adviser told you the information previously provided was incorrect and your account had not been closed. The adviser offered a goodwill payment and £98 and that the account would be taken out of your name. You refused this offer and E.ON issued a deadlock letter. Since the deadlock letter was issued both you and E.ON agree E.ON has offered an increased goodwill payment of £200. When we spoke on the telephone you confirmed you had initially accepted this offer however you were concerned about doing so as you concerned there was no written evidence that E.ON has agreed you are not responsible for the period of supply. You are particularly concerned that Lowells may seek payment from you in future or that it may record adverse credit information in respect of this account.

I can see from the information which you have provided that you provided E.ON with extensive information to demonstrate when you had left the property. Once you had made E.ON aware it was the supplier at your subsequent property I consider its requests for further information were excessive.

I also consider E.ON has given you incorrect and conflicting information regarding your complaint. In particular E.ON should not have told you that you should contact the debt collection agency directly. E.ON is solely responsible for attaching your name in error to a debt which it has sold to a third party. It is therefore E.ON’s responsibility to put right this error. Within its case file E.ON states it has bought back this account from Lowells. It should confirm this in writing to you. It should also confirm it has instructed Lowells to remove your details in respect of this account from its records. In addition E.ON should confirm neither it nor any third party is reporting adverse credit information to credit reference agencies in respect of this account. E.ON should also confirm in writing to you that you have no outstanding debt in respect of this property.

Both you and E.ON confirm E.ON has offered a goodwill award of £200 in respect of this account. Taking into account the number and seriousness of the customer service shortfalls I consider this to be an appropriate goodwill award. E.ON should maintain this offer. E.ON should also provide you with an apology for the shortfalls in customer service.

Following my investigation E.ON is required to;

• provide an apology for the shortfalls in customer service;
• confirm in writing it has repurchased this account from Lowells;
• confirm in writing it has instructed Lowells to remove your details in respect of this account from its records;
• confirm in writing neither it nor any third party is reporting adverse information in respect of this account to credit reference agencies;
• confirm in writing you have no outstanding debt to E.ON in respect of this property;
• maintain its offer of £200 as a gesture of goodwill.

twhitehousescat

picked up on most things , eon made multiple mistakes , it was NOT my job to contact lowel

" E.ON should not have told you that you should contact the debt collection agency directly. E.ON is solely responsible for attaching your name in error to a debt which it has sold to a third party. It is therefore E.ON’s responsibility to put right this error. "