Nightmare with Eon, can anyone advise?

EHGL1234

I moved into a converted pub 8 months ago as a tenant (the pub has been split into three residential dwellings), immediately read the meters and called Eon who are the energy supplier.   8 months later I am still having a nightmare with them, the meters at the property apparently were never registered, I now have two accounts, one commercial and one residential.  I have sent in my landlords details (they are not being very helpful to say the least), I have sent photographs of the meters and all of the meter reference numbers.  I received bills online as well as through the post (all estimated and for two separate accounts), the bills through the post come with a warning - pay within 7 days or an admin charge of £65.00 will be added, so I am paying them.   I cannot tell you how much time I have spent on the phone and on online chats in the past 8 months, I raised a complaint three weeks ago and have had two phone calls from a lady called Mary who just keeps telling me what I already know ie 'it's complicated, it looks like the meters weren't registered when the developer converted the place', she has assured me I will get any overpayments refunded to me but the letters and emails keep coming  - can I escalate this further as I am at my wits end??   Any advice would be greatly appreciated :-)

Robin9

Stop phoning.
Was you complaint made in writing ?   If after a total of 8 weeks ask for a Deadlock Letter. 

The Eon reps monitor this board - when they respond send them details.

EHGL1234

On one of the online chats their agent suggested I escalate it to a complaint to get it sorted out  so they did that for me - ie not in writing, - I am scared that if I don't pay them anything it would effect my credit rating?

E.ON_Company_Representative:_Helena

EHGL1234 said:

I moved into a converted pub 8 months ago as a tenant (the pub has been split into three residential dwellings), immediately read the meters and called Eon who are the energy supplier.   8 months later I am still having a nightmare with them, the meters at the property apparently were never registered, I now have two accounts, one commercial and one residential.  I have sent in my landlords details (they are not being very helpful to say the least), I have sent photographs of the meters and all of the meter reference numbers.  I received bills online as well as through the post (all estimated and for two separate accounts), the bills through the post come with a warning - pay within 7 days or an admin charge of £65.00 will be added, so I am paying them.   I cannot tell you how much time I have spent on the phone and on online chats in the past 8 months, I raised a complaint three weeks ago and have had two phone calls from a lady called Mary who just keeps telling me what I already know ie 'it's complicated, it looks like the meters weren't registered when the developer converted the place', she has assured me I will get any overpayments refunded to me but the letters and emails keep coming  - can I escalate this further as I am at my wits end??   Any advice would be greatly appreciated :-)

Hi EHGL1234 and welcome to the forums.

Thanks ever so much Robin9 

It really does sound pretty complicated, but you're doing all the right things, by taking reads and pictures, so thank you for this.

I know you've raised a complaint and it sounds like the calls you've had are from your complaints handler, as this has been going on so long and it doesn't appear a resolution has been offered, or the accounts sorted out. I would suggest you ask for your complaint to be escalated to our Complaints Review section. They'll look again at what's gone on before from both your point of view and ours. The actual source of the complaint really needs to be resolved before sending it off to the review section, or at least a resolution offered.

This is the next step before asking for a Final Resolution Offer letter to help if you go to the Ombudsman.

I can certainly take you details and make sure the complaints manager is aware of your post and see where we're at.

Thank you

Helena

EHGL1234

Thank you so much Helena, I'm just so concerned that my bills are incorrect - I didn't received a gas bill for months because of this then had to pay over £400 in one go - I then got another bill through the post for a different amount the same week.  My case handler called a week ago with someone else on the call who was supposed to sort it out - he just said he couldn't because of the commercial element, I have had two separate emails this week with two separate bills, I have paid one but not the other

E.ON_Company_Representative:_Helena

EHGL1234 said:

Thank you so much Helena, I'm just so concerned that my bills are incorrect - I didn't received a gas bill for months because of this then had to pay over £400 in one go - I then got another bill through the post for a different amount the same week.  My case handler called a week ago with someone else on the call who was supposed to sort it out - he just said he couldn't because of the commercial element, I have had two separate emails this week with two separate bills, I have paid one but not the other

No worries

It does sound like a bit of a mess, with this commercial flag on one of the accounts.

Do you want to send me the account details? WebForumAdvisors@eonenergy.com I won't be able to take the complaint, but I can try and find out what is going on.

Helena

EHGL1234

Thank you  - do I just email in for your attention?

E.ON_Company_Representative:_Helena

EHGL1234 said:

Thank you  - do I just email in for your attention?

Yes please, I'll keep an eye out for it as well.

Helena

Lifeofdreams

Hi I am having a similar issue and Eon have been a nightmare.  I have been trying to get an accurate bill for months.  I even had a meter reading taken from one of their people who came to take a reading.  This was months ago now and therefore was expecting n accurate reading.  I have contacted Eon repeatedly and also complained.  They assured me it would be resolved.  I was sent an email requesting a meter reading 2 weeks ago which I provided and thought I would have then received n accurate bill but no!  The bill I have been sent by PDF advises I owe them zero!  I am now at the stage where I will go straight to the ombudsman.  I have always paid my bills promptly and this issue is causing me great concern.  Would appreciate any further advice anyone has to resolve this.

Gerry1

Lifeofdreams said:

Hi I am having a similar issue and Eon have been a nightmare.  I have been trying to get an accurate bill for months.  I even had a meter reading taken from one of their people who came to take a reading.  This was months ago now and therefore was expecting n accurate reading.  I have contacted Eon repeatedly and also complained.  They assured me it would be resolved.  I was sent an email requesting a meter reading 2 weeks ago which I provided and thought I would have then received n accurate bill but no!  The bill I have been sent by PDF advises I owe them zero!  I am now at the stage where I will go straight to the ombudsman.  I have always paid my bills promptly and this issue is causing me great concern.  Would appreciate any further advice anyone has to resolve this.

• Better to delete your post and start a new thread of your own: gatecrashing an existing thread can soon get very messy.
• What makes you think the bill is inaccurate?  Did they use the wrong meter reading?  Did they use the wrong rates? Did they get their sums wrong?  Much more evidence required otherwise we'll just be guessing randomly.