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EON help needed please

135

Comments

  • Talldave
    Talldave Posts: 2,002 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    OK, I took another look at the bill - and I'm still confused.  First weirdness - they're giving you a credit of £15.24 from almost 10 years ago???  Second weirdness, I can't really see how they get £367.24, as there's an extra £30 left unaccounted for in the "How much you have paid" section.  Third weirdness, they estimated how much you'd used on 1 Oct 2019 so as to slip in a price increase; but if you were on PAYG don't they change the price on the meter via your card so that it happens accurately?  Fourth weirdness, already pointed out by another poster is that the "Please pay now" figure doesn't come to the sum of the charges/payments listed!

    Your bill from when you went onto credit 26 Feb 2020 up to your 4636 reading should be about £180.  Perhaps the way forward is to ask them to explain why they feel the need to list PAYG usage on your bill at all, and to separate out the PAYG and credit parts of the billing.  IE: create a bill up to 26 Feb 2020, which you can argue about based on whatever PAYG wierdness they believe is necessary.  Then create a separate bill for life since 26 Feb 2020, which I presume you'll be happy with and pay - albeit at rates which amount to theft!!!!

    Then switch.... if I'd had your usage since 26 Feb 2020, it would have cost £99 on my Symbio tariff.
  • Gerry1
    Gerry1 Posts: 10,850 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    edited 8 July 2020 at 8:58PM
    Looks like E.On may have muddled things up and billed you for PAYG energy for which you've already paid.
    Anyway, once you've made that non-disputed part payment it will be the time to start switching.  2977kWh might be a good figure to use for your annual consumption: it's what you get if you get if you scale up your actual usage for those 319 days between actual readings.  It's likely to be reasonably accurate because consumption during the missing interval around March is likely be be average-ish because it's not in the depths of a cold dark winter nor in the middle of a warm bright summer.
    Start comparing with Citizens Advice and 'Switch with Which?' and see what comes up.  Bear in mind that Neon Reef can't be telephoned (although I've found them very helpful and quick to respond) and that Outfox the Market and their Fischer Future Heat magic dust heaters haven't had great reviews here (read the threads).
    If you're lucky you might even find that E.On's procedure to generate a final bill may correct any earlier miscalculations and the switch may go through unchallenged.  If not, and you have to go through the formal complaints procedure, then at least you will have a date from which you can claim back the extra you'll have paid to E.On.
  • jbuchanangb
    jbuchanangb Posts: 1,342 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    edited 9 July 2020 at 5:03PM
    Some fresh eyes on here:
    It just sets out differently what others have said.
    Bill covers period from 13 April 2019 to 5 May 2020.
    All the payments have been made before changing to E.ON Energy Plan on 26 February. Last payment on 22 Feb 2020.
    There was already a credit balance, so the amount of funds to pay for energy on the prepayment tariff(s) was £451.64

    Meter A: Tariff Change on 1 Oct 2019 Energy Cost to this date £298.95 (inc.VAT)
    Meter A: Removed on 20 Jan 2020 Energy Cost to this date £200.17 (inc. VAT)
    Meter B: Installed 20 Jan 2020 no tariff change
    Meter B: Removed on 26 Feb 2020 Energy cost to this date £69.31 (inc.VAT)
    Meter C: Installed 26 Feb 2020 new tariff
    Meter C: Tariff change on 1 April 2020.Energy cost to this date £58.99 (inc.VAT)
    Meter C: Bill generated on 5 May 2020. Energy cost to this date £59.19 (inc. VAT)
    The total is £686.61. The credit available was £451.64, so the amount to pay should be £234.97. Can't see how they arrive at £322.21.
    However I agree that the best thing to do is pay them £118.18 which is the amount since the change to a credit meter.
    Ask them to explain all the other calculations. You think you were quits when the Smart PAYG meter was removed, with the last payment of £7 being made on 22 Feb 2020, but maybe you were in arrears, because the energy costs were £568.43 but the credit was only £451.64. Implies arrears of £116.79.
    You may find that E.ON will block any switch to another supplier until the dispute is sorted out, but you should at least switch to a better tariff with them.
  • krissy_101
    krissy_101 Posts: 21 Forumite
    10 Posts Name Dropper
    Some fresh eyes on here:
    It just sets out differently what others have said.
    Bill covers period from 13 April 2019 to 5 May 2020.
    All the payments have been made before changing to E.ON Energy Plan on 26 February. Last payment on 22 Feb 2020.
    There was already a credit balance, so the amount of funds to pay for energy on the prepayment tariff(s) was £451.64

    Meter A: Tariff Change on 1 Oct 2019 Energy Cost to this date £298.95 (inc.VAT)
    Meter A: Removed on 20 Jan 2020 Energy Cost to this date £200.17 (inc. VAT)
    Meter B: Installed 20 Jan 2020 no tariff change
    Meter B: Removed on 26 Feb 2020 Energy cost to this date £69.31 (inc.VAT)
    Meter C: Installed 26 Feb 2020 new tariff
    Meter C: Tariff change on 1 April 2020.Energy cost to this date £58.99 (inc.VAT)
    Meter C: Bill generated on 5 May 2020. Energy cost to this date £59.19 (inc. VAT)
    The total is £686.61. The credit available was £451.64, so the amount to pay should be £234.97. Can't see how they arrive at £322.21.
    However I agree that the best thing to do is pay them £118.18 which is the amount since the change to a credit meter.
    Ask them to explain all the other calculations. You think you were quits when the Smart PAYG meter was removed, with the last payment of £7 being made on 22 Feb 2020, but maybe you were in arrears, because the energy costs were £568.43 but the credit was only £451.64. Implies arrears of £116.79.
    You may find that E.ON will block any switch to another supplier until the dispute is sorted out, but you should at least switch to a better tariff with them.
    Hi jbuchanangb, thanks for replying, I was not in arrears with my account they adjust the price automatically when I top up, also they will not put a credit meter in if your in arrears.
  • jbuchanangb
    jbuchanangb Posts: 1,342 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    As per other suggestions, then, pay them £118.18 now and dispute all the other stuff. It is important that you show them you are willing and able to pay for the energy consumed with the credit meter. After you've paid them, send a proper COMPLAINT letter challenging all the other aspects of the bill. If possible switch to a better tariff with E.ON or switch supplier.
  • MWT
    MWT Posts: 10,385 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    I'm surprised that @E.ON_Company_Representative:_Helena  hasn't dropped in with some help yet...
  • krissy_101
    krissy_101 Posts: 21 Forumite
    10 Posts Name Dropper
    MWT said:
    I'm surprised that @E.ON_Company_Representative:_Helena  hasn't dropped in with some help yet...
    MWT said:
    I'm surprised that @E.ON_Company_Representative:_Helena  hasn't dropped in with some help yet...
    Hi MWT for replying I messaged Helena direct to ask for help but as yet she’s still not replied 
  • Gerry1
    Gerry1 Posts: 10,850 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Have you done all you can?
    • Paid E.On the £118.18 that you owe them;
    • Submitted a formal complaint by Royal Mail; and
    • Done your research, chosen a new supplier and started a new switch.
    Once all that's out of the way, you can just watch and wait.  The switch might go through unopposed, you might get a deadlock letter and can go to the Ombudsman immediately, or you might have to wait eight weeks if E.On don't reply.
    But do get the clock ticking.
  • E.ON_Company_Representative:_Helena
    E.ON_Company_Representative:_Helena Posts: 2,359 Organisation Representative
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    Morning krissy_101,

    I'm sorry as reps we don't have access to PM's on here, we never have I'm afraid.

    I'm not sure who you've spoken to already, but you  need to go through to the pre-payment department, I'm sorry I can't post links but when you speak to us, either Live Chat or phone or however you prefer please make sure you ask for pre-payment. They have different access to be able to see all of the pre-payment information.

    I also agree as this has been going on for some time, ensure you ask for a complaint to be raised, you'll then have a complaints manager who will investigate this for you. They will work to reach a resolution.

    Thank you

    Helena
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • krissy_101
    krissy_101 Posts: 21 Forumite
    10 Posts Name Dropper
    Hi thanks to everyone who replied to my post and for all the help you’ve given me, 
    this is just an update to things. 
    I raised a complaint and was phoned by a complaints manager who seems really helpful and could see what the issue was straight away ( at last someone who knows what they are doing ) 
    apparently the meter was previously used in another property as was never cleared. 
    I’ve been reassured this issue has been resolved and an amended bill will be sent out to me.
    the manager has said he will ring me back on Tuesday to tell me the new figures for my bill.
    also I queried why I was on such a high tariff and was told that because I get the disabled warm home discount that this was the tariff I need to be on.
    i will update you as to what my new bill amount is, 
    thanks once again to everyone 
    Krissy x 
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