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

POPPYOSCAR

Have you contacted the official EON rep here on MSE?

[Deleted User]

I live in a fairly new build house. We moved in 7 years ago and moved in as soon as houses were finished being built. Solar panel was installed when house was built. Despite using no gas most of time I still have to pay a standing charge for gas each month.

Robin9

Put the gas aspect aside - you will pay a standing charge every month even if you don't use anything.That's the way it works ; there may may be some suppliers who have a reduced or zero standing charge. Put your gas consumption in kwh not a comparison site.

Now just when did this electricity saga start ? Have you got a bill with an ACTUAL reading on it . What date and what is the reading ? Do you agree with this figure - were you in credit at the time ?

Are you able to read your meter ? Take care in doing so that you don't read it wrongly as you need to ignore numbers after the decimal point but use the leading zero's.

dogshome

Suggest you make an appointment with your local Citizens Advice Bureau, taking all your paperwork with you


The CAB are the Governments official agency for Utility customer complaints

Cardew

[Deleted User] wrote:

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.

What sort of solar system for heating do you have?


There are generally two types of solar systems.



The first is 'solar thermal' that provides hot water - mainly in summer - to your hot water tank. Normally only two or three solar panels.


The second is 'Solar PV' which provides some 'free' electricity to your house during daylight hours. This usually has up to 16 panels. Again most output is in summer and it is possible to divert some electricity to the immersion heater in your hot water tank. It does not produce sufficient electricity for heating.


With a new build house I am assuming that you don't have a heat pump with gas as well.

Former_E.ON_Company_Representative:_Malc

[Deleted User] wrote:

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

[Deleted User] wrote:

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 .

[Deleted User] wrote:

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.

Hello teddybear154 and I'm sorry to hear about your personal circumstances. This must be a very difficult time for you.

The best thing to do here is to ask for your original complaint to be re-opened. We must do this as you're not happy with the resolution. It'll also be backdated to the first time you alerted us to this issue. This will protect your rights to go to the Energy Ombudsman. If, as I suspect, the complaint's over 56 days old you can go to the Ombudsman now. There's information on our website explaining how to do this. The Ombudsman will ask us for a case file and this will include the emails/letters we've received as these will be logged on your account.

You don't have to phone. Email or letter are fine. We'll be happy to take another look at what's gone before. Meter readings would help. We can rebill up to date. As you've given us readings previously - many thanks for this - a rebill will show how much energy has been used. Once your payments are offset against these charges, we can see the current situation and offer a suitable payment arrangement.

Must admit, I don't know why it's proving so difficult to set up a Monthly Direct Debit. Provided we can agree payments that will cover the ongoing usage and clear any debit balance that might've built up, we'll be happy to arrange one.

Thank you for making payments through our website. Without a formal agreed arrangement, like a Monthly Direct Debit, these won't stop follow up whilst there's an outstanding balance. It takes a long time to reach the stage where home visits and warrants are involved. If you had stopped paying for a lengthy spell, I suspect a sizeable debit balance had built up which would've wiped out the previous credit balance and left a debt that we'll be looking to recover through monthly payments higher than those covering usage only. I'm speculating here. Our Complaint Manager will look into the background and give you a much more accurate explanation.

I hope your personal situation improves sooner rather than later teddybear154 and this helps point you in the right direction.

Malc