Eon threatening and harassing me wont, look in to or deal with my complaint

[Deleted User]

I wonder if any one can help me, I have been having problems with Eon for a long time. They were continually over charging me all the time. I kept complaining but still they kept over charging me.

I refused to pay until they corrected my bill, but instead of helping they started adding late payment fees. Then sent out a field collector to my home with out even informing me and charged me £55.

Things have escalated from there and bill has gone up and up due to fees they keep adding. I have asked to re set up a direct so I can just pay it off and then switch suppliers as am never going to get any where with eon.
Each time they say they will set up a direct debit and take my bank details they never set it up or cancel direct debit and blame me.

I made another complaint but told them I will only deal with them in writing so I have a record. Letters have gone in answered and when I email, they have escalated my complaint but the person who emailed me refused to speak by email and said I have to phone.

When I email back she pretends she did not receive my email, and accuses me of not getting in contact. I email.again and she again responds with you have not been in contact, after emailing many more times she closed my complaint saying I never got in contact. I have every email I sent and she sent. And the joke is you can see each email I sent at the bottom of each email she sent.

They again agreed to set up a direct debit an were meant to take first payment in June, date came and went and they never took payment, there was more than enough money in account and have bank statements to prove it. I waited a few days thinking I got date wrong. I then got worried and so sent payment via there website. I then received a email saying direct debit has been cancelled. So pay next payment via website, then find out they have tried to take payment via direct debit despite saying direct debit was cancelled.

I have continued to pay £200 per month to eon via there website whilst this has been going on and have all reciepts. So it's not like I have not been paying and have never refused to pay

I am at my wit's end and so stressed by this. I have 4 children 2 with Autism and other medical conditions and my youngest have been very poorly in and out of hospital all year. And is facing having to have major life saving skull and brain surgery soon.

They are still threatening me I received a letter Wednesday and they are now saying they are applying for a warrant and are going to install a prepaid meter. I don't want a prepaid meter.

I was 11 weeks pregnant but had a miscarriage Wednesday night after recieving latest letter which I believe was caused by the stress I was under due to Eon. My Dr agrees

I am devistated and still in alot of pain and bleeding but can not relax and recover or grieve for my lost baby as I have to deal with this, and am terrified they are going to turn up any time.

How can they treat people like this especially a vulnerable family.

Where do I go from here. Does any one have any contact details for higher up in company to complain to. Email or postal address. Do I have to speak to them via phone.

Any advice much appreciated thanks in advance

molerat

Sorry for your predicament but ..... simply saying they are overcharging you is not sufficient. How are they overcharging you, why are they overcharging you ? Have you taken meter readings and calculated the cost of what you are using compared to what you have been charged. If you put regular meter readings on line their system is pretty good at giving an instant update of how your account sits. Once you have done that you need to put any complaint in good old fashioned writing clearly headed COMPLAINT. They then have 8 weeks to come to an agreed resolution or you take it to the ombudsman.
https://www.eonenergy.com/for-your-home/help-and-support/complaints

Robin9

A few facts and dates would help. Have you actual meter reads and dates when this started.

[Deleted User]

Sorry maybe I should have been more percific. Each month I use no more than £100 electricity and and gas combined. In stead of taking this about by direct debit they were taking £135. Each moment meaning I was oaying

[Deleted User]

Sorry website is going weird at moment. And sent message before finishing writing. I was paying over £35 too much each month they would not change direct debit and would not refund over payments. On top of this they kept over estimating some bills and even when I submitted correct meter reading they never corrected bills. I have all paper work and meter reading .

Robin9

Still a little confused - where does the £200 a month come in? How do you assess the £100 a month.

Do you manage your bills online ? If so whats the last bill say - are you in credit or arrears ?

Carrot007

[Deleted User] wrote:

Each month I use no more than £100 electricity and and gas combined.

A direct debit is not a pay what you use scheme.


It is annual useage prediction divided by 12.


This means you don't have massive bills in the winter when the heating is on (the largest cost) and small bills in the summer. Most people prefer it that way. And yes, that also means for warm months you are going to be paying a lot more than you use.


So you will need to do more than what you have al;ready said to proove they are overcharging you overcharging you.


Maybe you should go to quarterly billing or prepay if you want to pay what you use. Some suppliers I think may offer monthly usage billing though it is not common in the domestic market and I am unaware who does.


If you could provided reads for over a year (actual ones by you please!) and tarrif information then someone might be able to work it out.

Cardew

[Deleted User] wrote:

I was paying over £35 too much each month they would not change direct debit and would not refund over payments. .

In your first post you admit to refusing to pay until they corrected your bill. This simply means that this amount is added to your account and your DD adjusted to recover that money.


With payment by DD you have to look at the estimated annual total bill for gas and electricity and the monthly DD will be approx one twelfth (1/12) of that total. In summer your consumption will probably be less than half of winter consumption.

[Deleted User]

The £200 per month is what they were asking me to pay. £135 to pay what they think I'm using each month which I'm not and the rest is to pay off arrears each month. The arrears is just there fees and charges. Like late payment fees and charges for sending people to my house without informing me etc.

I was in credit by over £300 when this first started and made complaint then this £300 credit vanished. And no they did not pay it back to me I checked my bank account regually to make sure.

Most of what I do use each month is just electricity, I have a solar power system for hot water and heating. So use very little gas if any.

[Deleted User]

Should add my consumption in summer and winter is nearly the same as. Like I said in previous post I have a solar panel system for hot water and heating. My house is also very well insulated and hot all year around so don't need heating on much

Carrot007

[Deleted User] wrote:

Should add my consumption in summer and winter is nearly the same as. Like I said in previous post I have a solar panel system for hot water and heating. My house is also very well insulated and hot all year around so don't need heating on much

All very useful information.


However if they are not processing actual reads becuase the data collector says they are out of tolerance (how recently were the panels fitted?), then I would expect them to still charge as if they did no exist. However I would excpect them to send a meter guy out to check things we all in order.