EON poor customer service

frosty54

Every month I get a gas bill from EON even though I don’t have gas! It’s a standing metre charge. I paid to have the metre capped, but still get charged. I have to phone every month, to explain the whole situation again, it’s been going on for 5 years! It’s so annoying and frustrating, but they won’t remove it unless I pay. 

Former_E.ON_Company_Representative:_Malc

frosty54 said:

Every month I get a gas bill from EON even though I don’t have gas! It’s a standing metre charge. I paid to have the metre capped, but still get charged. I have to phone every month, to explain the whole situation again, it’s been going on for 5 years! It’s so annoying and frustrating, but they won’t remove it unless I pay. 

Hello frosty54 and welcome to the Forums.

Whilst there's a gas meter at the property, even though gas is no longer being used, standing charges are applied. This is because we still have a responsibility to look after the meter and pipework. To stop this, the meter needs to be physically removed. It may also be necessary to remove the gas pipework as there could be health and safety risks involved. This depends on the circumstances at the property. National Grid are the best people to advise on this.

As you say, there's a charge for carrying out this work. This is because the gas meter isn't owned by us. We take the payment which is then claimed from us by the meter owner.

If your meter is provided by National Grid, an option is for you to arrange for a gas safe registered engineer to remove the gas meter. Once done, you can call our Disconnections team and they'll arrange to have the meter collected from any UK address free of charge.

Where responsibility for a property is taken over and no gas is being used, customers might not have to pay a standing charge. There's information about this on our website.

These customers need to contact us each time a bill is produced and, provided they're eligible, we'll remove the charges. It sounds like this is what you're doing. Totally understand this is frustrating. Not all customers are in the circumstances you describe with a capped meter and can start using gas again. Once they do, standing charges again become due so we need a policy that allows for these situations.

Hope this explains frosty54.

Malc