EON ENERGY - Incorrect Marker on credit file

Prettypetty1993

Hi has anyone else had this problem ?
incorrect markers on credit file for Eon energy for 2 accounts  in my name but they can’t locate what address this relates to. Theses file is active and says I am in default. EOn have failed to properly investigate this. 

I will copy the email I sent to them below . The matter is very confusing even they have told me they know I have not been a customer since 2017 and yet the accounts are dated 2019 and still being date share updated. 

I would like to make a formal complaint against EON for incorrect data share for an account that does not relate to me. 

Please see attached documents which are pictures of my credit file. 

This issue has been going on for months and despite numerous calls emails and raising complaints this issue remains unresolved. 

No one appears to understand the issue and no one can find the 2 accounts which are being recorded as defaulted and late payments on my credit file. 

I have a default and late payments issued on two accounts on my credit file. I believe these are incorrect markers and an error in the data share. 

Data share refuse to remove them when I asked them to look into it but they were addressing the wrong accounts. They were looking into the account which had a payment plan arrangement and not the “rouge” two accounts. 

Further confusion is that  all the accounts  have different account numbers, so again there was an issue with a failure to not only investigate but to properly understand the issue raised. 

I have tried to contact the legal team several times and my emails are ignored. This is such poor customer service and no one is taking this matter seriously and I am getting blanket unhelpful responses. 

No one can tell me what these accounts relate to. Further  I was not your customer during the time frame they are listed. 2019 

It is important to note I had two accounts which were on a payment plan arrangement where I paid £50 per month on each account. After being contacted by a complaints manager I paid this off in full with the hope it would rectify my credit file. However nothing changed and my credit file still stated I had £775 unpaid and I was in default of £75 . This makes no sense.  

Somehow the issues with the accounts with bad markers and accounts on the payment plan  have become conflated and added to the confusion and failure to resolve.

I need this matter fully investigated . 

I need the incorrect markers withdrawn from my file 

I request that this is done immediately. 

The rouge account needs to be removed and disassociated with me as it has been made in error. If I am incorrect and somehow I owe this money  then please explain why no one knows what address this relates to , and the fact that I stopped being your customer in 2017, this default was made 2019 and is still being updated each month so the account is live . Yet none of your agents can find out what this account is and they confirm that this is unusual. However I have viewed online that this is a common error that Eon make. 

Your company Eon has failed to properly investigate this matter thus far and this is now impacted on my financial future. 

Can you look into this complaint as a matter of regency 

I look forward to hearing back from you 

E.ON_Company_Representative

Hi Prettypetty1993, I'm sorry to hear about the problems with this. 

If the shares on your credit file have associated account numbers then they should be relatively easy to track down our end. If not then we should be able to view all your previous accounts with your address history.

I would recommend double checking your credit file through another company if possible. I know there's a few online that offer this as a free service. A couple of years ago we had a few queries exactly the same as this and it turned out it was all down to one company in particular having incorrect information on their credit history for customers. I can't remember now which one it was. 

Alongside this I would also recommend raising a dispute directly with the credit file website so that they can investigate their end. 

If you've sent an email over to us then we should reply over the next couple of days if we haven't already done so. To be honest it sounds like the best way for you to get this resolved our end is for a complaint to be registered, then you'll get a complaints manager who's job it is to get this fixed for you.

Thanks, Matt

Prettypetty1993

Thanks Matt, 
I have done everything you suggest, In fact I have raised a complaint with the directors office also. 
No one at Eon can find the account that this marker relates to . I have spoken to Equifax and raised the dispute. 
I have gone through many departments at Eon and they are unable to find this account. I will just have to wait to hear back hit is extremely frustrating as I was hoping to move home and this is stopping me as my credit is effected.

Prettypetty1993

Prettypetty1993 said:

Thanks Matt, 
I have done everything you suggest, In fact I have raised a complaint with the directors office also. 
No one at Eon can find the account that this marker relates to . I have spoken to Equifax and raised the dispute. 
I have gone through many departments at Eon and they are unable to find this account. I will just have to wait to hear back hit is extremely frustrating as I was hoping to move home and this is stopping me as my credit is effected.

It would appear that there are four separate Eon accounts  listed under the same address. Two have perfect payment history the other two with late payment and default curious as I have always paid my bills. Considering I have only ever had Gas and Electric accounts with Eon this in and of itself is strange why would anyone have four account for the same address?
 The fact that the dates associated with the accounts are when I was registered with British Gas and living in a new address since 2019  is again another red flag. I am at a loss as to why these errors can so easily occur but it takes so much time and effort to put right or even investigate. 

Prettypetty1993

A response .....computer generated I believe. passing the buck !!!!!!

"We've received a response to your query under case -xxxxxxxx494. The company we raised your dispute with have told us that the data is correct and no change will be made. They’ve asked that you get in touch with them directly using the details below to discuss your query further. This case has been marked as resolved. You can see the details of this case by logging in to your Equifax Online Help account and going to My Cases.

Phone: 
Email: "
Interestingly they have not put the contact details of the company. And more interestingly Eon have told me they can't find the account for me so how they tell Equifax the information is correct can this be a sound resolution ? 

E.ON_Company_Representative

Prettypetty1993 said:

A response .....computer generated I believe. passing the buck !!!!!!

"We've received a response to your query under case -xxxxxxxx494. The company we raised your dispute with have told us that the data is correct and no change will be made. They’ve asked that you get in touch with them directly using the details below to discuss your query further. This case has been marked as resolved. You can see the details of this case by logging in to your Equifax Online Help account and going to My Cases.

Phone: 
Email: "
Interestingly they have not put the contact details of the company. And more interestingly Eon have told me they can't find the account for me so how they tell Equifax the information is correct can this be a sound resolution ? 

Hi there, certainly not what you wanted to hear! Let me see what I can find for you ...

Can you send me an email to webforumadvisors@eonenergy.com with some of the detail please; account numbers, addresses etc. I'll get back to you on there. Thanks, Matt

Prettypetty1993

Sent!  thanks 

Prettypetty1993

I have had a response ....

"Dear Miss  

Your Eon Energy Account- xx19xx

 I am contacting you on behalf of Mr Michael Lewis CEO of Eon. I would like to apologise most sincerely for any inconvenience caused. I am currently investigating the shares that relate to your account and would be grateful for your patience. I will be in contact very soon once the investigation has been completed.

 Kind regards

 Carol Palmer

Directors Office

Tel- 0800 056 4645

Customer Disputes

E.ON UK 

Trinity House

2 Burton Street

Nottingham

NG1 4BX

www.eonenergy.com"

Prettypetty1993

Update : A response from the director's  office 

"I am contacting you from the Directors Office here at Eon on behalf of Mr Michael Lewis. I would like to sincerely apology for any inconvenience caused.  I can confirm that I have today requested a subject access report to be emailed to you email address- xxxx@hotmail.com This can take up to 28 days. 

 

The account - xxxxxxxxx has had a promise to pay set up since 6th February 2018. this was paid monthly at a rate of £50 up until 9th April 2021. The final payment of £10.79 was paid 6th May 2021 This should only show as an I an arrangement to pay. 

 

I can see that you have done your best to make sure your credit file was not effected. I have raised a data share query and now await the results.

 

Please be assured I will do my best to get to the bottom of this issue. I will be in contact as soon as I get a reply from the team involved. 

 

Kind regards

 

Carol"

APMerry

Did you ever got this resolved? I'm having a similar issue with Eon after closing my account with them. It's affecting my ability to get a mortgage and their customer service is terrible. I shouldn't take 7 days just to get an acknowledgment that they've received my information and are looking into it.

ahmara

Hi any update from anyone? I have a similar problem too. Default marked on my credit record from an unknown account and Eon can not produce any bills or paperwork related to it. Trying to get an answer from them is like hitting your head against a brick wall. This is causing a lot of difficulties for me with my mortgage. They should not be allowed to behave like this - where is the regulator? We shouldn't be reduced to posting on web forums for help!