Requirement to pay eon

durali

My Aunt had a refund one month ago of £800 from EON. Now they say she is in debt of £200 which they want her to pay now.
Is she obliged to make this payment as it sounds like a mistake on their part.
Many thanks

stewie_griffin

Yes, it will be covered in the t&C's. She could complain and would potentially get a small amount of compensation.

durali

Thank you I'll bear that in mind 

Robin9

I think its worth a letter of complaint asking them to explain/justify their actions.
Have you seen your aunt's bills?

durali

Unfortunately not as she lives too far.

Robin9

I suggest your aunt gives you a letter authorising you to act on her behalf  and posts this to you together with recent bills.

Then you can talk to Eon with confidence

Cardew

durali said:

My Aunt had a refund one month ago of £800 from EON. Now they say she is in debt of £200 which they want her to pay now.
Is she obliged to make this payment as it sounds like a mistake on their part.
Many thanks

If a firm makes a mistake they have up to six years to correct that mistake. That applies if the error is in their favour or in the customer's favour.

durali

Oh right, thank youn

Ectophile

Cardew said:

durali said:

My Aunt had a refund one month ago of £800 from EON. Now they say she is in debt of £200 which they want her to pay now.
Is she obliged to make this payment as it sounds like a mistake on their part.
Many thanks

If a firm makes a mistake they have up to six years to correct that mistake. That applies if the error is in their favour or in the customer's favour.

Apart from the back billing rule, imposed by OFGEM.  If the lack of a bill is because of their mistake, then they are only allowed to back-bill for one year.

https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/who-contact-if-its-difficult-paying-energy-bills/energy-back-billing-guide-your-rights

Cardew

Ectophile said:

Cardew said:

durali said:

My Aunt had a refund one month ago of £800 from EON. Now they say she is in debt of £200 which they want her to pay now.
Is she obliged to make this payment as it sounds like a mistake on their part.
Many thanks

If a firm makes a mistake they have up to six years to correct that mistake. That applies if the error is in their favour or in the customer's favour.

Apart from the back billing rule, imposed by OFGEM.  If the lack of a bill is because of their mistake, then they are only allowed to back-bill for one year.

https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/who-contact-if-its-difficult-paying-energy-bills/energy-back-billing-guide-your-rights

Where has there been any mention of 'lack of a bill'?.

macman

Get hold of the meter reads and then you can easily work out what the correct billing should be. Have recent reads been submitted?