EON

jsb1801

approximately 18 months ago we changed our gas and electric to EON from OVO this was mainly due to poor customer service and OVO saying they would replace our gas meter, which they didn’t. When we signed up to EON we informed them that the meter wasn’t working and they said they would install a new gas meter, we also informed them of our previous years usage and a direct debit was set up to reflect this, we made it absolutely clear that we didn’t want unexpected high bill based on estimates.
For the past 18 months they have always took the direct debit but not asked for any readings and have done it on their estimated usage. We are moving in less than a months time and they have finally replaced the gas meter and are saying they will work our an estimated usage for gas even though we were unable to give them a reading and now we have just been told we owe them £400 for electric plus what they decide for for gas. We have called them and their complaints team appear to be quite obstructive and stated that they are allowed to do this and if we don’t like it to go to the ombudsmen. Great customer service, to add insult to injury the woman in the complaints team said that our bills should of been £259 per month... We explained we live in a small 3 bed detached house and where she plucked this figure from to which she said that’s what it is.
Obviously we are moving and need this sorting before we move, any ideas/help please? 

Talldave

If the electricity meter is working, have you provided regular readings? 

£259 is ridiculous, although maybe not at Eon's prices. Dual fuel deals are a rip off. We're paying £140 a month for a 5 bed place using 42,000kWh gas and 4650kWh electricity. 

Hasbeen

So you have been giving them monthly readings for electric. Does the £400 electric bill reading correspond with what you have given them or what the meter reading is now?

It looks at the moment you will have to let them work out the estimated gas usage.  It is unjustifiable that it took them that long to replace gas meter. Did you send in any written complaints by post in the last 18 months regarding their inaction?

When you get their guestimate, my suggestion would be again send in a written complaint re the handling and also dispute the bill if you believe it is incorrect.