EON help needed please

Gerry1

krissy_101 said:

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.

That doesn't sound right to me.  It would defeat the whole point of the scheme if much of the WHD were clawed back by high charges, so it's worth challenging.  Perhaps other forumites or Citizens Advice can advise?

You certainly don't want to lose WHD, but it would at least be worth trying to switch to the cheapest E.On tariff (which may well only be available from certain price comparison websites, so shop around).  Switching to a different company would probably cancel your existing WHD entitlement with E.On, but again, this would be worth checking.  It may also depend on whether you are in the core or broader group.

Seems you should get some compo for all the hassle with the meters, and a bit more if you've wrongly been put on an expensive tariff because you have WHD.  If E.On don't agree, mentioning a possible complaint to the Ombudsman may persuade them to change their minds because they won't like to have a ruling made against them, and they would have to pay about £550 to the Ombudsman (win or lose).

BTW, if you have gas there's a very good deal available from Robin Hood Energy (and also from the Ebico white label), but it will be withdrawn very soon and may be suitable for higher usage customers because of the relatively high standing charge.

E.ON_Company_Representative:_Helena

krissy_101 said:

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 

Hi Krissy

I'm pleased things are moving forward.

Your tariff doesn't affect you applying for the Warm Home Discount, you can pick a tariff via your online account to make sure you're getting the best deal for you.

The Warm Home Discount applications are now open online, so please go on there to fill out the form. There's also a number of FAQ's if you need some more information. 

If you’re on a low income and receive certain qualifying benefits, you’ll need to apply for the broader Group scheme, if you're in this group you will need to apply each year.

If you’re a pensioner and received the Guarantee element of Pension Credit on 5th July 2020 you’ll be in what’s known as the Core group and won’t normally need to apply.

Applications are processed on a first come first served basis.

Thank you

Helena 

krissy_101

Hi
just to keep everyone up to date.
the complaints manager who assured me that it had all been sorted out, an said he would phone me back on Tuesday ! Hasn’t sorted it out nor did he phone me back.
he Instantly knew exactly what had happened an said it was all sorted 

The service from EON is disgusting, 

I really can’t take anymore of all this the stress is just to much ! My next bill is due soon an the first one hasn’t even been rectified 
im now going to try an get in touch with the ombudsman I’m left with no choice 

Petriix

Don't worry. They are unlikely to simply ignore your complaint and pursue payment without investigating further. You may have a revised bill in the post or maybe they're still working on it. If you've had any further communication from them then please share it here.

I would still be working on the assumption that you couldn't possibly have built up any debt while on a pre-payment meter (that's the whole point) and that they are in error. However there was another thread on here yesterday where someone else was facing a similar situation. We need to figure out what Eon are playing at.

brewerdave

As I understand pre payment meters ,it is possible to run up a debt IF the unit costs held in the meter have not been updated. This certainly used to happen with older PPMs which needed a visit by the Utility Co. to modify the costs.
The modern meters should be updated "over the air" with new tariffs or possibly via the key card when the meter is topped up. I believe.

krissy_101

Thanks brewerdave, I was in every time they cane to read the meters I was in credit with them by I think about £8. If I had of had an money owing to them they would never of put credit meters in. 

I’m still getting nowhere with them despite complaining numerous times. I need to escalate it to the ombudsman but I’m not sure how I do that 

Gerry1

You can go to the Ombudsman upon receipt of a deadlock letter or after eight weeks if you don't get one.

krissy_101

Hi Gerry, they’ve not given me a deadlock letter, this has been going on since may so it’s about 8 weeks now. In the mean time another bill is due 😥 a manager phoned me up he said he knew exactly what had happened. He said the meter wasn’t new and had been in a previous property.
he said that there are 3 reading a day reading a weekly readying and an overall reading. He said they had used the later reading. I thought finally someone had sorted it all out, he said not to worry and I would be sent an amended bill, he said he would phone me back on the Tuesday of the following week but that was nearly 2 weeks ago and still no phone call and no amended bill.
its still saying I owe £374.71 

kazwookie

You ring them back then, and chase hard (or as I prefer kick !!!!!!) be proactive, start the conversation along the lines,

'Mr x said he would ring back on xx day, he hasn't,  can you offer me an explanation as to why not.' ' I am still waiting for a correction of my bill'

dogshome

After 56 days have elapsed from the date of your complaint, and it's now more than that, you go directly to the Ombudsman no matter if the supplier has issued a Deadlock letter or not