Switched from EoN to Orbit Energy but has been a nightmare

OrbitHeadache

Hi I switched from Eon to Orbit for both Gas and Elec last on August 27th, with my first bill being on September 21st 2019. I have not paid them anything to date because of the situation below.

EoN have not issues me a final bill because they are still waiting for Orbit to provide opening meter reads. Orbit for some reason are not able to communicate with smart meters so readings having to be given manually ( I only realised this after switching)

Part of the issue is I was abroad from September 18th 2019 to January 21st 2020, so I was unable to provide Orbit with meter readings, I did communicate with them whilst abroad via email and they advised me they needed me to send pictures of the gas and electric meters showing the serial numbers and any other identification numbers of the meters. On my return I did just that and emailed them the photos.

EoN were unable to issue a final bill until the new provider issues opening meter reads to them. So seeing as I provided these details to Orbit I thought that would be the end of the matter. However I rang EoN today and they said Orbit have issues wrong readings to them which would result in my final bill with EoN being for £4,000!! EoN have said this bill is clearly wrong and are waiting “ for the correct information to be sent by Orbit”

Now seeing as I sent photos of my meters to Orbit over 2 weeks ago and they have not contacted me again to ask for any further info, what shall I do? EoN cannot issue final bill until Orbit send correct info to them and Orbit cannot bill me accurately until EoN issue me with a final bill.

This seems to be an argument between the 2 providers and I am stuck in the middle, however because I will need to pay EoN a final bill if not in Credit and I also need to pay Orbit charges from last September to today I am worried about getting a hefty bill at the end!

Any advice?

How long have Eon got to issue me a final bill?

OrbitHeadache

Any help with this please?

sevenhills

OrbitHeadache wrote: »

EoN have not issues me a final bill because they are still waiting for Orbit to provide opening meter reads. Orbit for some reason are not able to communicate with smart meters so readings having to be given manually ( I only realised this after switching)

When I switched from Scottish Power to Zebra I lost the functionality of my smart meter, now with Shell Energy and functionality has returned.

Gerry1

Read the meter at least monthly, work out how much is due, bung it into an instant access savings account and let the interest pile up ! (Well, a few pennies will pile up.)

Then just relax and enjoy life.

OrbitHeadache

Thanks for the comments.

I have emailed Orbit today about if I need to pay anything, their response was;

“ In the meantime, your billing is suppressed until your meter detail is completely updated on the national database.

Rest assured, once this is rectify and updated. we will notify you.

Thanks for your continuous patience.“

Seeing as my first bill with Orbit was supposed to be in September of last year, and EoN are telling me that Orbit have went them the wrong information in the last 2 weeks I have got a feeling both companies are just passing the buck and this will drag on and on.

E.ON_Company_Representative:_Helena

Hi OrbitHeadache and welcome to the forum.

Thought it might help if I give you a bit of information about what happens when a supply moves from one supplier to another.

In these cases, it's the new supplier that drives the switch. They're responsible for sending the old supplier the meter readings they open their account to. The old supplier uses the same readings to close their account. This stops the same energy from being charged twice.

The readings go through a third party (Data Collector) who checks they're in line with past readings held for the property. Sometimes, the Data Collector will make a change and both suppliers need to use the same amended readings to open/close their accounts.

I'm unsure as to why the national data base has been mentioned, because if the meter details were incorrect on there, a switch is highly likely to fail and be objected to.

You mention that the meter reads we've been given would cause a huge bill, this makes me think that there may be an ARD raised on the account ( agreed reads dispute).

Any changes can be challenged through an industry wide process known as an Agreed Reads Dispute (ARD). This is where the start/end reads are re-agreed and approved by the third party. Either supplier can start an ARD but, before an ARD can be used, the difference has to be above set thresholds of 250 units for electricity and 45/125 units for a 4 dial imperial/5 dial metric gas meter.

These issues can sometimes take a little while to resolve.

I'm sorry if I haven't fully understood.

Helena

OrbitHeadache

Hi Helena and thanks for your response.

Can you tell me how long have EoN got to issue me a final bill? Is it 6 months from the date I switched to Orbit?

E.ON_Company_Representative:_Helena

OrbitHeadache wrote: »

Hi Helena and thanks for your response.

Can you tell me how long have EoN got to issue me a final bill? Is it 6 months from the date I switched to Orbit?

Hi OrbitHeadache,

No worries.

We'll aim to close the account as soon as we can after we have received the correct final meter reads, or agreed some reads.

It depends what the actual issue is, if there is an ARD, or some sort of dispute raised on the account, this can take some time to resolve.

If there is a dispute, we have to wait a certain amount of time before we can actually chase this.

Sorry I can't be more specific.

Helena

OrbitHeadache

Ok if I send via private message my account details can you tell me what the latest situation is?

I did speak to your colleague on the phone yesterday who said the ball was in Orbits court In respect of giving the correct information but it would help if I had in text what the situation is from EoNs point of view.

E.ON_Company_Representative:_Helena

OrbitHeadache wrote: »

Ok if I send via private message my account details can you tell me what the latest situation is?

I did speak to your colleague on the phone yesterday who said the ball was in Orbits court In respect of giving the correct information but it would help if I had in text what the situation is from EoNs point of view.

I'm sorry we don't have access to PM's on here being a rep.

From what I gather from your posts and from what you mention about the phone call, it does sound like we need to wait for some correct meter reads, this is when we can produce the final bill.

If you need something written down, have a word with us via the Live Chat facility on the website.

Thank you

Helena

OrbitHeadache

Hi I have received the email below from Orbit, the email was sent at 6pm today.


05 February 2020

Account number xxxxxxxx


ACTION: You need to pay your debt

Hello Mr xxxx xxxxx

You haven't been making your monthly payments or paying your bills.

You need to pay your outstanding debt of £227.73 in the next 48 hours. To do this please log in to your online account and top-up £227.73 immediately.

If you don't pay your outstanding debt, we will pass your details on to a Debt Collection Agency. Failure to comply could also result in litigtation.

If you're struggling financially you can find free independent advice here. If you need any other help, please reply directly to this email.

Thanks.

Your Orbit Energy Team”

Yet I emailed xxxxx from Orbit earlier today and asked him if I needed to pay anything his response was;

“ Hi xxxxx

In the meantime, your billing is suppressed until your meter detail is completely updated on the national database.

Rest assured, once this is rectify and updated. we will notify you.

Thanks for your continuous patience.

xxxxx
Customer Ambassador
Orbit Energy
orbitenergy.co.uk

What shall i do? One department of Orbit are giving me 48 hours to pay the other department seems to be saying wait till the issue between Eon and ourselves is sorted than we will request payment.