EoN High Bill - Wrong Billing

Jay_nee

Hi,

Has the following happened to anyone else?

After numerous meter reader checks, telephone conversations and emails, we have got nowhere in resolving an apparent billing problems. The customer service agent is unhelpful. The customer service agent said she could not read my emails - despite admitting later, she could. The customer service agent's calls are constant. This is distressing the bill payer, a third party.

Can anyone suggest a solution? The bill payer is diligent with bills and has offered an interim payment. The bill is approximately £650 as of May 2019 per my calculations.

CUSTOMER'S EMAIL (Latest)

>>>>>

The meter is correct as read by me as per instructions online. This negates now, the values of any readings requested.

The problem is that the physical paper bill I am looking at is charging a NIGHT RATE for the daytime reading. The paper bill reads that you are charging a DAYTIME RATE for the actual, correct meter readings, at night time.

The bill payer is keen to pay (as per previous email) an amount of £300 to prevent the bill from rising too much. I again ask you if this is reasonable. The bill payer is keen to have this anomaly resolved. I have also asked for the name of your regional manager.

This billing anomaly has been in the realm of customer services at Eon since February 2019. I am not satisfied that all is being done to resolve this. I am not satisfied also, by the length of time this has taken. Please escalate this. Please hand this case to your line manager or seek advice, if needed.



Please advise on the above,


EoN CUSTOMER SERVICE REPRESENTATIVE'S REPLY TO THIS EMAIL:

>>>>>>>>>>>>>>>>

Thank you for your email.

If you are happy with readings you’ve provided, I will take that you won’t provide the readings I’ve requested. Without the readings I can’t progress further.
Balance £2283.42DR. this outstanding balance still stays and need to be paid. If you want we can set payment arrangement plan for the bill.

About time and trouble taken. I need to go through that and will let you know on 19 June 2019 by email as you’ve requested.

My manager will not get involve in this matter. If you not happy I can escalate further to another team but you have to be on the line for me to transfer you to the team.

Please let me know of your decision.

Robin9

Unacceptable attitude of Customer Services.

Write - don't phone or email - letter headed COMPLAINT.

Former_E.ON_Company_Representative:_Malc

Jay_nee wrote: »

Hi,

Has the following happened to anyone else?

After numerous meter reader checks, telephone conversations and emails, we have got nowhere in resolving an apparent billing problems. The customer service agent is unhelpful. The customer service agent said she could not read my emails - despite admitting later, she could. The customer service agent's calls are constant. This is distressing the bill payer, a third party.

Can anyone suggest a solution? The bill payer is diligent with bills and has offered an interim payment. The bill is approximately £650 as of May 2019 per my calculations.

CUSTOMER'S EMAIL (Latest)

>>>>>

The meter is correct as read by me as per instructions online. This negates now, the values of any readings requested.

The problem is that the physical paper bill I am looking at is charging a NIGHT RATE for the daytime reading. The paper bill reads that you are charging a DAYTIME RATE for the actual, correct meter readings, at night time.

The bill payer is keen to pay (as per previous email) an amount of £300 to prevent the bill from rising too much. I again ask you if this is reasonable. The bill payer is keen to have this anomaly resolved. I have also asked for the name of your regional manager.

This billing anomaly has been in the realm of customer services at Eon since February 2019. I am not satisfied that all is being done to resolve this. I am not satisfied also, by the length of time this has taken. Please escalate this. Please hand this case to your line manager or seek advice, if needed.



Please advise on the above,


EoN CUSTOMER SERVICE REPRESENTATIVE'S REPLY TO THIS EMAIL:

>>>>>>>>>>>>>>>>

Thank you for your email.

If you are happy with readings you’ve provided, I will take that you won’t provide the readings I’ve requested. Without the readings I can’t progress further.
Balance £2283.42DR. this outstanding balance still stays and need to be paid. If you want we can set payment arrangement plan for the bill.

About time and trouble taken. I need to go through that and will let you know on 19 June 2019 by email as you’ve requested.

My manager will not get involve in this matter. If you not happy I can escalate further to another team but you have to be on the line for me to transfer you to the team.

Please let me know of your decision.

Hello Jay nee and welcome to the Forums.

I'm sorry for the tone in our email. This sounds like what's known as a transposed readings issue. This is where, on two rate meters like Economy 7, we're billing the wrong way round with day usage charged at night rates and night usage at day rates.

In these cases, we need to fix the issue and rebill the account. To help us do this, we ask customers to take two sets of readings at different times of the day and at least two hours apart. This will show us which part of the meter is recording day usage and which part is recording night usage.

I suspect this is what the advisor is referring to when asking for readings. If I'm right, it'll certainly speed things up if the customer is able to let us have this information.

It looks like there's already a complaint open and I would recommend escalating this to the next level. Our Reviewers will take a second look including going through everything the previous advisor has done. The email you refer to will be logged on the account so relevant feedback can be given.

Sorry again about the email Jay nee and if my speculation is wide of the mark.

Malc

Jay_nee

Thanks Malc. You're wide of the mark. See 'Bizarre Eon-mistake-to-debt Collection' A resolution proof guide to Customer Services'.