Eon charging wrong rate

Glennad1

Need advice my father who is an old age pensioner celebrating his 80th next year, had his latest bill on the 7th of January and it was £130 more than what his smart in home display said it would be!. he phoned Eon and they told him that the bill was correct and his in home display was inaccurate so he had to pay his bill, He was meant to be coming on holiday with me on the 15th but had to cancel because he had an unexpected bill! when i returned, i went to see him and he explained the issue!!!!! i then examined his bills and his smart meter kwh and discovered that they have been charging him night rate in the day and day rate in the night, and overcharged him £130 on his last bill (almost exactly the amount the in home display said it should have been) he's on economy 10 and has his storage heaters come on at various times throughout the day when he flicks on to the cheaper rate! he also does all his washing etc.. after phoning Eon they confirmed that this was correct and that they will put a team on it to rectify. They told him that it occurred in October, so i checked his bills and it looks like they were lying again, he uses most electricity during the cheap rate so its quite easy to tell that this error occurred when he had his smart meter installed in may last year.... Its really annoyed me that the energy company has tried to fob him off because hes an old age pensioner and am wondering what sort solution he should aim for!!!! apparently hes been sitting in the cold since he got his bill through so that he doesn't have a huge bill again!!!! do you think he should look for getting compensation in this matter!!!!

Robin9

Ignore what the In House Display says - what does the meter itself say ?

If you look at it now (1100) which of the two registers advancing - may be labelled 1 or 2, day or night, low or high.

It is not unknown for the metering records with Eon to be wrong.

Has he recently had a meter change ? If so the meter fixer will have left a card with the old meter details and the two readings and also the new with the two readings (almost certainly 00000)

Forget compo - what financial loss has he had ?

Glennad1

already checked the 1 and 2 on the meter itself that's how i found out they've been charging him the wrong rate!, eon told me that 1 is night but goes up in day and 2 is day but goes up in the night!!!! they've accepted that its wrong as we did a reading over two hours, they said they would get a team on it to rectify next week!!! he changed the meter last may!

Robin9

Looks like Eon have got the correction in hand.

[Deleted User]

Glennad1 wrote: »

already checked the 1 and 2 on the meter itself that's how i found out they've been charging him the wrong rate!, eon told me that 1 is night but goes up in day and 2 is day but goes up in the night!!!! they've accepted that its wrong as we did a reading over two hours, they said they would get a team on it to rectify next week!!! he changed the meter last may!

Alarm bells ringing there if even Eon are still messing up the day and night with a smart meter.
As a meter reader for 20 years, our company (MDS ) who read for Eon and three others of the big 6 , have been routinely messing the readings of Eco 7 for a decade inputting rate 1 as night rate, and 2 as day when its the other way round mostly on digital meters..so they are still getting it wrong when I thought that smart meters would end all this.

dunstonh

I phoned EON two weeks ago as our Economy 7 meter was changing at the wrong times. It was moving from day rate (1) to night rate (4) just over 2 hours later than it should be.

As the timer was out by more than 2 hours they arranged an engineer who arrived during last week. About 10 days from the phone call. They are taking a new reading in two weeks time and are going to use the correct data to estimate the differences over the past and will correct it if it's in our favour (which it will be).

So, that is a pretty quick turnaround and it was all instigated by Eon without me asking. As they have said they are looking into it next week, it seems that they have it in hand. However, do make sure they apply the new data retrospectively.

Former_E.ON_Company_Representative:_Malc

Glennad1 wrote: »

Need advice my father who is an old age pensioner celebrating his 80th next year, had his latest bill on the 7th of January and it was £130 more than what his smart in home display said it would be!. he phoned Eon and they told him that the bill was correct and his in home display was inaccurate so he had to pay his bill, He was meant to be coming on holiday with me on the 15th but had to cancel because he had an unexpected bill! when i returned, i went to see him and he explained the issue!!!!! i then examined his bills and his smart meter kwh and discovered that they have been charging him night rate in the day and day rate in the night, and overcharged him £130 on his last bill (almost exactly the amount the in home display said it should have been) he's on economy 10 and has his storage heaters come on at various times throughout the day when he flicks on to the cheaper rate! he also does all his washing etc.. after phoning Eon they confirmed that this was correct and that they will put a team on it to rectify. They told him that it occurred in October, so i checked his bills and it looks like they were lying again, he uses most electricity during the cheap rate so its quite easy to tell that this error occurred when he had his smart meter installed in may last year.... Its really annoyed me that the energy company has tried to fob him off because hes an old age pensioner and am wondering what sort solution he should aim for!!!! apparently hes been sitting in the cold since he got his bill through so that he doesn't have a huge bill again!!!! do you think he should look for getting compensation in this matter!!!!

Glennad1 wrote: »

already checked the 1 and 2 on the meter itself that's how i found out they've been charging him the wrong rate!, eon told me that 1 is night but goes up in day and 2 is day but goes up in the night!!!! they've accepted that its wrong as we did a reading over two hours, they said they would get a team on it to rectify next week!!! he changed the meter last may!

Hello Glennad1 and welcome to the Forums.

I'm sorry we've wrongly billed your father for the electricity he's used but pleased we're sorting it out. This will be with our Transposed Readings team. For two rate meters, this team look after cases where the meter readings have been billed the wrong way around. They'll fix the problem and re-bill properly. They'll also go back to the point where the readings were mixed up and credit back anything that's been overcharged.

Sorry again we haven't been billing your father correctly Glennad1.

Malc

Former_E.ON_Company_Representative:_Malc

dunstonh wrote: »

I phoned EON two weeks ago as our Economy 7 meter was changing at the wrong times. It was moving from day rate (1) to night rate (4) just over 2 hours later than it should be.

As the timer was out by more than 2 hours they arranged an engineer who arrived during last week. About 10 days from the phone call. They are taking a new reading in two weeks time and are going to use the correct data to estimate the differences over the past and will correct it if it's in our favour (which it will be).

So, that is a pretty quick turnaround and it was all instigated by Eon without me asking. As they have said they are looking into it next week, it seems that they have it in hand. However, do make sure they apply the new data retrospectively.

Hello dunstonh and sorry to you, too, that a faulty time switch has led to us billing wrongly. Glad it's being sorted though.

Now we've fixed the fault, we'll look back at the past usage and estimate how much we think you would've used on the different rates. This will be based on the readings taken by the engineer and those we'll call you about in two weeks. As above with Glennad1, a specialist team (Faulty Meters) will be looking after this and will be in touch for readings and to re-bill the account.

Sorry again dunstonh that the faulty time switch caused us to bill incorrectly.

Malc