eon closed account without explanation

caj22573

I have received a 'final' bill from eon despite not closing my account then on Thursday of last week I got a letter to a new person living at this address who has apparently just moved in. Obviously this is a mistake on eon's part but I cannot currently get in touch with them and I am now on their standard rate. I have emailed them but they have said they will not respond to any emails for at least 2-3 weeks. I have tried live chat and they can see that there is a problem with my account but cannot put me through to anyone that can help me as they are too busy. In the meantime they have moved me off their fixed rate onto their standard rate. How can I resolve this so that I am not out of pocket considering it is their error (I only moved to them in December). Any and all thoughts welcome at this point.

JJ_Egan

Looks like you would be free to move suppliers .

MWT

This would be a perfect time for @E.ON_Company_Representative:_Malc to show up and help.

In the meantime I'd be inclined to verify a couple of details, just in case...

Does the meter number on the final bill match the one on your previous bills and also does it match the number on your meter?

If so, does the meter reading they are using make sense?

Just trying to figure out if this is simply a mistaken address only, or if there is a meter number confusion going on.

Ultimately if you can't get through to them on the phone I'd send in a complaint just to get the clock running on that.

Biscuit_Tin

caj22573 said:

I have received a 'final' bill from eon despite not closing my account then on Thursday of last week I got a letter to a new person living at this address who has apparently just moved in. Obviously this is a mistake on eon's part but I cannot currently get in touch with them and I am now on their standard rate. I have emailed them but they have said they will not respond to any emails for at least 2-3 weeks. I have tried live chat and they can see that there is a problem with my account but cannot put me through to anyone that can help me as they are too busy. In the meantime they have moved me off their fixed rate onto their standard rate. How can I resolve this so that I am not out of pocket considering it is their error (I only moved to them in December). Any and all thoughts welcome at this point.

Welcome to MSE

Just to correct you, you are not on the supplier's standard rate; the new person living at your address who has apparently just moved in would be.

I'm sure it will all be sorted out eventually, if you are following the supplier's complaint procedure

caj22573

MWT said:

This would be a perfect time for @E.ON_Company_Representative:_Malc to show up and help.

In the meantime I'd be inclined to verify a couple of details, just in case...

Does the meter number on the final bill match the one on your previous bills and also does it match the number on your meter?

If so, does the meter reading they are using make sense?

Just trying to figure out if this is simply a mistaken address only, or if there is a meter number confusion going on.

Ultimately if you can't get through to them on the phone I'd send in a complaint just to get the clock running on that.

MWT Yes all the meter numbers match. The final reading does make sense (we are on a smart meter). But what does not make sense is how someone else can be registered to be living at this address and why they are saying that I have closed my plan! I've emailed the complaint through but looking at how else I can lodge a complaint with them in these very unusual circumstances.

MWT

I would also send by post, mark the outside of the envelope 'Complaint' :

Customer Service Centre, E.ON, PO Box 7750, Nottingham NG1 6WR.

It is a mistake obviously, and should be quick to resolve once they get to it.

Are you in a block of flats by any chance? ... or somewhere with a suffix in the address like '26B' ?

caj22573

MWT said:

I would also send by post, mark the outside of the envelope 'Complaint' :

Customer Service Centre, E.ON, PO Box 7750, Nottingham NG1 6WR.

It is a mistake obviously, and should be quick to resolve once they get to it.

Are you in a block of flats by any chance? ... or somewhere with a suffix in the address like '26B' ?

No I'm not in a block of flats. I have now written them a letter which I will post today but the difference in the charges between the rate I was on and the variable rate is astronomical so I am hoping that they fix it sooner rather than later!!!

Robin9

Mistakes happen and all will be resolved - any excess charges will be refunded.

MWT

caj22573 said:

 I have now written them a letter which I will post today but the difference in the charges between the rate I was on and the variable rate is astronomical so I am hoping that they fix it sooner rather than later!!!

Keep in mind though that the new tariff is not your tariff, right now you have no tariff or account and the other guy is paying for the energy used at your address

Obviously not going to stay that way, but once it is unwound you will be back on the same tariff you started with.

Talldave

Any removal vans in your street recently?  The other side of this situation is that someone who's just moved into a property is probably thinking they're signed up with a supplier and in a few months will be surprised when threatening energy bills start falling through their letter box. New thread incoming.......

dogshome

Seems that you have been involved in an ERRONEOUS TRANSFER - These happen when some other customer Switches  to another supplier, but during the process the address and meter data gets scrambled in the process.

It is your RIGHT to be returned to your original supplier without suffering any financial disadvantage - WRITE letter headed Complaint to Eon