eon closed account without explanation

Cardew

caj22573 said:

 Obviously this is a mistake on eon's part

Any and all thoughts welcome at this point.

Are you sure it is a mistake?

What if the new occupant turns up tomorrow(1st April) with his 4 children and dogs

Robin9

caj22573 - don't be FOOLED by Cardew's comment -   the present embargo on house moves means that won't happen.

Former_E.ON_Company_Representative:_Malc

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.

caj22573 said:

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.

caj22573 said:

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!!!

Hello caj22573 and welcome to the Forums.

Closing an account, issuing a final bill and writing to a new occupier sounds very much like a typical Home Moves activity. I suspect a third party has been in touch and told us there's been a change of occupancy at your property. This third party could possibly be a letting agent, landlord or someone moving in to a property and mistakenly giving us your address.

This is also consistent with going on a deemed contract - our standard Energy Plan tariff. This is a tariff with no restrictions that new occupiers automatically go on when first taking over responsibility for a property and where they haven't agreed a contracted deal like your Fixed Tariff.

Don't worry, these third party mistakes can be reversed. This will need doing by our specialist Homes Moves team as they've the relevant access other advisors don't have. As you're aware, the Coronavirus pandemic means we're working with greatly reduced staff levels and we've had to close down large parts of our operation as a result. At the moment, we're prioritising emergencies, supporting vulnerable customers and keeping energy supplies going. There's more about this on our website.

It's good you've logged a complaint. As soon as we come out the other side of this crisis, a Complaint Manager within Home Moves will be in touch to sort out the account. This includes carrying out any tariff adjustments and re-billing that might be necessary to resolve the complaint. They may ask for some proof of occupancy like sight of a Tenancy Agreement or ownership details. Nothing personal, just confirmation you're responsible for the property at the times in question. We sometimes ask for this where third parties are involved. It might not be needed as it will depend on the circumstances. Also, confirmation of the meter serial numbers from the meters themselves and up to date readings would help.

Many thanks for your understanding and support during these difficult times caj22573.

Malc