Problem with meter readings and bills with Eon

samnorth83

Hi 
We have had an issue with Eon with our last gas bill and the problem is due to the meter readings being read wrong, the problem has been ongoing since November/December last year.  When calling eon we just go round in circles and its like no one cares or understands the issue.  We moved in to the house Nov 2019 and the first gas meter reading they had was in kwh instead of m3.  We have had estimated bills untill December 2020 then i was asked to submit a gas reading in m3 and of course it was alot lower than what they had estimated so they wouldn't accept it.  Alot of going back and fourth and getting nowhere they accepted the meter reading that should be 02251 but they actually put the in 22510 so then they sent me a bill for £1400 as they think Ive used 3000m3 which is wrong.  I just get passed round every dept and no result I would like to close the account and go to another supplier as the customer care is shocking but don't think I can till this is resolved.  Any one had similar issues and how did you get it resolved?

Robin9

Write a letter headed COMPLAINT.  Don't bother with phone or email

Carrot007

samnorth83 said:

the first gas meter reading they had was in kwh instead of m3.  We have had estimated bills untill December 2020 then i was asked to submit a gas reading in m3 and of course it was alot lower than what they had estimated so they wouldn't accept it.

Sorry but how? UNless  you had worked it out using a calorific value or general esitmate then that just could not happen.

Aer you sure this error is what you mean? It just does not make sense and may be the source of your problem.

Do ignore "compaint guy" they are not here to help you just some random vendetta against suppliers and wanting more complaints to put up the cost for everyone for some reason. If they cared they would try to get to the root of your problem.

victor2

Get all your facts together as much as you can. A year of estimated readings is going to cause a large discrepancy, but that doesn't seem to be the main issue. How was the opening reading when you moved in obtained? It must have been used to close the previous tenant's account, unless it was a new build. Gas readings are aways in HCF (hundreds of cubic feet) for old imperial meters or m3 for metric ones, never in kWh, unless the electric meter reading was given instead of the gas reading. I assume it wasn't a meter change that caused your problem.

If the erroneous reading was out by 20,000 m3, that would have generated an even larger bill than you say. Was it a problem with the decimal point?

Eon are generally one of the better energy companies around when it comes to customer service, so they should be able to help. As Robin9 says, start a COMPLAINT in writing. Email should be OK though, as it gives you a history of the exchanges.

stewie_griffin

Certain makes of Smart meter (Secure) display both kWh and m3.

E.ON_Company_Representative

Good morning samnorth83, sorry to hear about this happening.

To answer the other commenters about how the kWh reading was provided, it will have been obtained from the Smart in-home display. This is a problem that crops up every now and then, don't ask me why the IHD doesn't just show the m3 reading! The reading provided will be approximately 11 times greater than it should have been.

The complexity of this comes down to whether we supplied the property prior to you moving in, or if you switched over from another supplier. If we hold the account before yours then we should be able to rebill quite easily. With such a discrepancy we may need a picture of the meter reading but it otherwise it shouldn't cause too many problems.

It gets a little more complicated if you moved over from another supplier. As in order to change our start reading we'll need to get their agreement to change their final reading to match. This is done through an 'Agreed reads dispute'. There's an unofficial time limit of 12 months to get reading discrepancies solved - not to say we can't resolve it now that it's passed 12 months, just that it makes it a bit more difficult. 

I'm hesitant to advise that you get back in touch as it sounds like you've done so numerous times and not really got anywhere. Can you send me your account details over to webforumadvisors@eonenergy.com and I'll check this out for you instead. I'm not sure if you've already provided one but if it's not too much trouble could you send over a picture of your meter reading as well.

Thanks, Matt

samnorth83

E.ON_Company_Representative said:

Good morning samnorth83, sorry to hear about this happening.

To answer the other commenters about how the kWh reading was provided, it will have been obtained from the Smart in-home display. This is a problem that crops up every now and then, don't ask me why the IHD doesn't just show the m3 reading! The reading provided will be approximately 11 times greater than it should have been.

The complexity of this comes down to whether we supplied the property prior to you moving in, or if you switched over from another supplier. If we hold the account before yours then we should be able to rebill quite easily. With such a discrepancy we may need a picture of the meter reading but it otherwise it shouldn't cause too many problems.

It gets a little more complicated if you moved over from another supplier. As in order to change our start reading we'll need to get their agreement to change their final reading to match. This is done through an 'Agreed reads dispute'. There's an unofficial time limit of 12 months to get reading discrepancies solved - not to say we can't resolve it now that it's passed 12 months, just that it makes it a bit more difficult. 

I'm hesitant to advise that you get back in touch as it sounds like you've done so numerous times and not really got anywhere. Can you send me your account details over to webforumadvisors@eonenergy.com and I'll check this out for you instead. I'm not sure if you've already provided one but if it's not too much trouble could you send over a picture of your meter reading as well.

Thanks, Matt

Hi matt 
We managed to speak to someone yesterday and the meter readings have been changed on my account but the bill hasn't, yesterday we were told 24hrs for it to change been told we need to wait another 24hrs today does this sound right? How long does it normally take?

E.ON_Company_Representative

It's great that you managed to get in touch. If it's a simple replacement of readings then the bill should be made available to you within 24 hours. If you haven't had the bill by now then it could be the more complex side of things billing-wise. Offer still stands I'm happy to cast my eye over it if you wanted to send over some details to the email address from my first message. Cheers, Matt