Disputed Meter Readings

shalliwait4u

Hello,
I really dont know if this is a very peculiar example, as the complaints team was surprised looking at the situation and they were unable to help me out either - so any advice is highly appreciated

I moved into my previous property in July' 2017 - SPARK was supplying the premises and I changed it to EON. so eventually ended up being a customer of SPARK for 22 days for which they charged me £76 for electricity and the bill has been paid off.
The closing readings on SPARKS bill were estimated at 14752 (DAY) and 7915 (NIGHT)

EON opened their readings at 16357 (DAY) and 6654 (NIGHT) - which honestly it was my mistake I didnt even look at - as everything was online billing, direct debit and all..
Based on my average usage I did set up a direct debit of 79£ per month which EoN changed it to 17£ per month and then 45£ per month and their online bills have shown me in credit always.
As the meter was in a locked cabinet maintained by the building management company - neither me nor EON got any readings at all for over a year.

In October' 2018, I requested the management company to provide me the closing readings and EoN was unable to accept those meter readings, as they were too high. Their complaints resolution team got hold of the management company and got hold of the final meter readings for which they sent me a final bill which worked out to be around £153 / month

Here comes the complaint -
1. if I was using an average of £150 / month - how come the system predict and EoN allow the customer's DD to be changed from £79 to £17 and then change it to £45 / month which is no way near to the monthly consumption?

2. right from the moment, I have raised a complaint - EoN produced 6 different bills, showing different amounts - which added more to the confusion

3. Closing meter readings on SPARKS bill and EONs opening meter readings were different (Spark closed at 14752 day / Eon opened it at 16357, Spark closed at 7915 night / Eon opened it at 6654).
Now SPARK has ceased trading and as the readings were more than 12 months in to the past - EoN claims it was all the fault of spark and they didn't follow up on the D86 form.

EoN also claims that they wouldnt be able to change the meter readings, though I have provided them the evidence i.e the final bill of Spark back in August 2017 - now which company do I pay this difference of 1605 day units and minus 1261 night units which in turn might work out to be around £200.

EoN's customer relations was unable to resolve, and their highest resolution department called as Review team was unable to resolve either - already raised an issue to the Ombudsman and they dont have an answer either.

it might sound that this is problem is too specific and happen may be once in a while - could any one please suggest....

Many Thanks
Sri

Former_E.ON_Company_Representative:_Malc

shalliwait4u wrote: »

Hello,
I really dont know if this is a very peculiar example, as the complaints team was surprised looking at the situation and they were unable to help me out either - so any advice is highly appreciated

I moved into my previous property in July' 2017 - SPARK was supplying the premises and I changed it to EON. so eventually ended up being a customer of SPARK for 22 days for which they charged me £76 for electricity and the bill has been paid off.
The closing readings on SPARKS bill were estimated at 14752 (DAY) and 7915 (NIGHT)

EON opened their readings at 16357 (DAY) and 6654 (NIGHT) - which honestly it was my mistake I didnt even look at - as everything was online billing, direct debit and all..
Based on my average usage I did set up a direct debit of 79£ per month which EoN changed it to 17£ per month and then 45£ per month and their online bills have shown me in credit always.
As the meter was in a locked cabinet maintained by the building management company - neither me nor EON got any readings at all for over a year.

In October' 2018, I requested the management company to provide me the closing readings and EoN was unable to accept those meter readings, as they were too high. Their complaints resolution team got hold of the management company and got hold of the final meter readings for which they sent me a final bill which worked out to be around £153 / month

Here comes the complaint -
1. if I was using an average of £150 / month - how come the system predict and EoN allow the customer's DD to be changed from £79 to £17 and then change it to £45 / month which is no way near to the monthly consumption?

2. right from the moment, I have raised a complaint - EoN produced 6 different bills, showing different amounts - which added more to the confusion

3. Closing meter readings on SPARKS bill and EONs opening meter readings were different (Spark closed at 14752 day / Eon opened it at 16357, Spark closed at 7915 night / Eon opened it at 6654).
Now SPARK has ceased trading and as the readings were more than 12 months in to the past - EoN claims it was all the fault of spark and they didn't follow up on the D86 form.

EoN also claims that they wouldnt be able to change the meter readings, though I have provided them the evidence i.e the final bill of Spark back in August 2017 - now which company do I pay this difference of 1605 day units and minus 1261 night units which in turn might work out to be around £200.

EoN's customer relations was unable to resolve, and their highest resolution department called as Review team was unable to resolve either - already raised an issue to the Ombudsman and they dont have an answer either.

it might sound that this is problem is too specific and happen may be once in a while - could any one please suggest....

Many Thanks
Sri

Hello shalliwait4u and I'm sorry we were unable to resolve this for you.

We now need to wait for the Energy Ombudsman to formally let us have their decision. Their ruling will be binding on us but not on you leaving you free to go down other routes should you wish. If you accept the Ombudsman's verdict, we must implement their instructions in full within 28 days of the decision being made.

Usually, discrepancies over the starting/closing readings used following a change of supplier go through what's known as an Agreed Reads Dispute (ARD). This is an industry wide process used by all suppliers where discrepancies are over set thresholds which your readings are. This is time-limited and ARDs cannot be used where the change of supplier went through more than 12 months ago.

Sorry again we were unable to resolve this for you shalliwait4u.

Malc