EON New build issues

Gynx

Hi Folks
Story begins 25/01/2020 moving into a new build. Energy supplier was not known as the guy dealing with it from the developer went off work for some time, followed by furlough.
Opening meter readings were submitted (2000 off leccy units & 82 gas m3) on move in day. We were told a welcome pack would be sent out by the supplier who would arrange an account and DD.

COVID19 hits, lots of people put on furlough, still no welcome pack but thought there is bigger issues so left it till May once people started going back to work. Started making phonecalls to no avail and after getting intouch with various authorities, found out EON was our supplier. Still no welcome pack at that point.

Called EON myself, however was asked security questions for the account "Position in the company" & "price of previous bill". I could not answer either so was refused access to discuss the account for my own property. I explained that I lived in the house in question and that the account was clearly still in the builders name. I was told to speak to the developer.

Spoke to the developer who CC'd me into the original email sent on the 25th of January 2020 and asked for an update from EON to get me setup. No reply after another few weeks so I tried to switch supplier to AVRO in June who were the cheapest tariff based on my consumption. AVRO got back to me saying they couldnt perform the switch as the gas MRN was not registered.

Multiple emails between June and November went without answer from EON then low and behold I get a welcome pack saying "We've been told you have just moved in". The letter states on the front that it was sent out 4th November 2020 and my move in date was 16th February (It was 25th January). It also lists my tariff as being the Energy Plan, in effect the most expensive one they have.

I immediately called them up to discuss the pack and thankfully was allowed to discuss the account. When I queried the account balance I was told there was no balance to be paid as the account had been zero. Things seemingly being to good to be true, I went along with that train of thought thinking the builder may have been paying our usage. The customer service rep then helped us setup a variable DD which was slightly higher than elsewhere, but it had no exit fees and a 12 month period so I was happy to go ahead seeing as I had dodged almost a years worth of usage. After completing the DD setup, she then informed me that on "updating" my account, she can see I owe £1150.00 and that full payment will be taken in 10 days time.

I immediately cancelled the direct debit with my bank and informed EON that it will remain this way until the issue is resolved.

I have now issued a complaint to EON regarding this whole process and that the gas meter consumption is both incorrect (billed from 0 units rather than 82) and the smart meter is not submitting any readings.

Along with my complaint I have asked that the bill be recalculated to the cheapest tariff they had at time of move in up until June, and recalculated from June till present at the AVRO rates I would have been paying if the transfer had worked as it should have. I also want the payments spreading over the same time they have taken to reply.

Does this seem like the correct way to go about this complaint or am I missing fundamental basics in this ?. The way I am seeing it is that they have no contract with me or any agreement I want to be with them and certainly no agreement I want to be on that tariff in particular. That being compounded by the fact I tried to contact them multiple times and tried to switch.

nb. Im now switching to British gas. (Again, cheapest for use)

Thanks

Gerry1

How did you submit your opening meter readings on 25 January when you didn't know who was supplying you until May?

Gynx

I didnt submit any readings.
I got an email from our sales rep with the builder that "we have submitted the readings to the energy supplier for your property and they will be in touch to create an account and setup payment"

The person in question then went on the sick followed by furlough, then left the company.

Carrot007

Gynx said:

I didnt submit any readings.
I got an email from our sales rep with the builder that "we have submitted the readings to the energy supplier for your property and they will be in touch to create an account and setup payment"

The person in question then went on the sick followed by furlough, then left the company.

The correct procdure for you would have been to ring up on raking ownership of property. Give initial read s and tell t hem you were the new occupier. Never rely on anyone else to do anything. Would have been easy to sort out them rather than you trying to impersonate the deleloper for some reason per your OP.

Neil_Jones

Gynx said:

I didnt submit any readings.
I got an email from our sales rep with the builder that "we have submitted the readings to the energy supplier for your property and they will be in touch to create an account and setup payment"

The person in question then went on the sick followed by furlough, then left the company.

Yeah that's going to be part of the the issue here.  Never assume that a developer/contractor/landlord/the cat has read and passed the readings on for you even if they're said they've done it.  Its one of the things you should always do for yourself, it avoids situations like this.

The other problem you might have your move to British Gas will probably be blocked because of the debt.  You have lived in the property and you have used the gas/electricity so you will almost certainly be expected to clear it to a certain level.

Gynx

I could not submit energy readings on move in for the reasons mentioned above being described as energy supplier and not whom followed by being unable to ascertain who.

I was specifically stopped from discussing the account by EON (when I told them I was the occupier) because I couldnt answer the security questions.

I was given proof later on by the developer that they had submitted the readings as EON confirmed my exact starting electric value which if I hadn't given them, only the developer could have.

Regarding the debt, I have not been in debt for more than 28 days so there is no reason the transfer should be blocked. The first bill is dated 24th november 2020.

Gynx

Regarding getting access to the account. When EON refused access to me, they gave me a new home owners email address to send the details to.

I did so, four times between may and november all of which went unanswered.

MalMonroe

When I moved into a new build I had to set up the energy supplier myself. No supplier was allocated. If one HAD been allocated I'd have asked the developer which one.  I can't believe that only ONE person had details of your energy supplier.  And that it was such a state secret that he couldn't even be contacted in a quick call or text or email to be asked who it was.

It should have been on the developer's records, at the very least. Then they should have handed over a bundle of papers in a folder to you, the new owner and details should definitely have been in there. With a note of the readings, if appropriate.

However, I've had dealings with EON and have just raised my second and final complaint with them. They are the most incompetent company in the universe. Because of gross incompetence in the first place I complained and they gave me £35.  I stayed for a year because if I'd have switched any earlier I'd have had to pay exit fees but when I notified them I was leaving they sent an email begging me not to. Then I received an email asking if I would leave my direct debit open until they had taken the final payment. I did so. Then I received an email saying that my final bill had not been paid and was now overdue and I had ignored their bill and reminder. I really was very angry as I'd left the direct debit so they could take the final payment in the same way they'd been taking direct debits when I was a customer. And they had not sent me any bill and reminder at all. I've raised another complaint and am reporting to the Ombudsman. EON never responded to any of my communications thoughout my time as one of their customers. They have lovely advisers when you phone, after waiting of course to be connected but the company is useless.

Gerry1

Bit too late for the OP, but tor the benefit of others it's a doddle to find out your energy supplier.

Find My Gas Supplier

Find My Electricity Supplier

These can also be useful if you're not sure whether a switch has been successful.

Gynx

Thanks Gerry
That is what I used in the end.
Mal your correct that I got a handover note with the opening readings but no mention of the supplier.
Him going on the sick wouldnt have been problematic if the entire company didnt then go on furlough a week later.

In any case, I made over 8 attempts in total to get in touch with them and create an account/pay my bill.

I should not have to chase them to do so.

welshmoneylover

Google is your friend. You could have asked who is my gas and electric supplier and it would have told you the process to follow to find out.
 You should have done this on Day 1 of moving in.
the current supplier will not allow you to ring up and discuss the developers account due to data protection.
you would have been wise to set aside a sum of money for the usage you are using until you have carried out this process and received a correct bill in your name and set up a dd.
you did none of those and seemed to have stuck your head in the sand and blamed Covid whereby the fault is your own.
the bill is probably correct and need paying; the longer you leave it you may face further charges and possible legal action and the supplier will ultimately go to court to o brained a warrant to fit a pre payment meter to recover your debt and on going usage.
if you have a smart meter, this change of payment method can now be done remotely.
complaining to the ombudsman will not get you very far; I suggest you set up a dd to pay for the debt and future usage and get yourself in the best tariff.