Help having a nightmare with eon

Michelleodonnell

Hi I was hoping someone might have some advice. Last June we moved into a flat that had prepayment meters. We immediately asked for them to be replaced. In July the engineer came with the wrong electricity meter and said someone would be in touch to rebook. He installed the gas. Couple months go by no call and no bill

After repeated calls and getting nowhere and still no bill after Xmas I was told a bill was being generated.

Months go by and it’s been 10 months at this point and we get a bill for over 8k just for gas. We live in a two bed flat and both work full time so we’re hardly ever in.

Complained and then got a “fixed bill” for 1330 for 20 months of gas. There’s no way we used that much.
The 8k bill was down to the engineer entering the wrong reading. Nobody apologised at any time. Even after telling me I provided the faulty reading in a previous call which I did not before realising it was the engineer when he set it up.

We’re at a stalemate because they’re claiming 130 a month of gas is right and won’t do anything except say I can only dispute it if I pay another 130 to get meter checked. Citizens advice said this would rarely be the case. We’ve already paid the bill after being told if we didn’t we’d get a bad credit rating (currently in plans for a mortgage) so I don’t want to pay another 130 for nothing especially when it might not be that and they installed an old used meter.

Also the amount of gas we used on pre pay was only £27 so I don’t get how it can jump so high just with changing meter.

They are so unhelpful and the worst company I’ve ever experienced. Any advice?

Lisi299

Hi

Fixed bill? Where did the readings come from for this? Have you got any readings?

When the meter was fitted a sticker would have been added with new meter index does this match your bill?

Michelleodonnell

He gave a different reading to what’s written on it hence the 8k bill. They claim to have fixed it but it’s still 1300 for ten months. We live in a tiny flat and the heating isn’t on much particularly over summer. Never paid this much ever even in a three bed house.

dogshome

That *new Gas meter should have a label on it showing the date it was fitted, it's reading and the the reading on the old meter as it was removed
* Changed new meters can be old meters that have been re-furbished and still show the reading from when they were last in service, and those numbers are the start figure for your account

As you state you moved into the flat last June with a meter change in July I can't understand a 20 month bill.
However, the whole mess seems to be down to an installation engineer filling in an incorrect reading on his report form, but your 'Ace Card' is the label on the meter.


Eon do not change their own meters, they sub-contract the work out, (probably to Lowry Beck).
This creates a handwritten paper chase from the Engineer to his employer who then pass it on Eon, so there is a 3 step process with error possibility in each one.
But the label reading is the very first step with the meter directly in front of the Engineer - Very little margin for error



WRITE a letter headed Complaint to Eon and post it by Royal mail, setting out the history of this saga, enclosing a photo of the meter label.
With this, Eon should issue you with a Complaint number and cease all payment pressure till it's resolved - If not sorted in 56 days you go to the Ombudsman

Former_E.ON_Company_Representative:_Malc

Michelleodonnell wrote: »

Hi I was hoping someone might have some advice. Last June we moved into a flat that had prepayment meters. We immediately asked for them to be replaced. In July the engineer came with the wrong electricity meter and said someone would be in touch to rebook. He installed the gas. Couple months go by no call and no bill

After repeated calls and getting nowhere and still no bill after Xmas I was told a bill was being generated.

Months go by and it’s been 10 months at this point and we get a bill for over 8k just for gas. We live in a two bed flat and both work full time so we’re hardly ever in.

Complained and then got a “fixed bill” for 1330 for 20 months of gas. There’s no way we used that much.
The 8k bill was down to the engineer entering the wrong reading. Nobody apologised at any time. Even after telling me I provided the faulty reading in a previous call which I did not before realising it was the engineer when he set it up.

We’re at a stalemate because they’re claiming 130 a month of gas is right and won’t do anything except say I can only dispute it if I pay another 130 to get meter checked. Citizens advice said this would rarely be the case. We’ve already paid the bill after being told if we didn’t we’d get a bad credit rating (currently in plans for a mortgage) so I don’t want to pay another 130 for nothing especially when it might not be that and they installed an old used meter.

Also the amount of gas we used on pre pay was only £27 so I don’t get how it can jump so high just with changing meter.

They are so unhelpful and the worst company I’ve ever experienced. Any advice?

Michelleodonnell wrote: »

He gave a different reading to what’s written on it hence the 8k bill. They claim to have fixed it but it’s still 1300 for ten months. We live in a tiny flat and the heating isn’t on much particularly over summer. Never paid this much ever even in a three bed house.

Hello Michelleodonnell and welcome to the Forums.

I'm sorry it took so long to sort out a bill after the meter exchange . I'm also sorry our technician sent in the wrong meter reading leading to an £8k bill. Totally understand the shock that could cause.

Dogshome gives good advice - thanks dogshome. Make sure we're billing from the right readings as noted at the time of the meter exchange and up to the latest readings on the meter. This will reflect the amount of gas used.

We can certainly test the meter. There is an advance charge for this which will be refunded in full if the meter is faulty.

Before arranging a test, we’ll also go through your usage to see if we can find any evidence to suggest your meter is faulty or if we can reassure you it's working as it should. Previous tests have shown, only approximately 1 in 200 meter checks come back as faulty and we don't want you to pay unnecessarily.

Sorry again for the problems you've had Michelleodonnell.

Malc