EON issues, advice wanted please

shamrock123

I have been a customer with EON since 2011 for both electricity and gas.

I am at my wits end with them and have no idea what to do next.

For the first few years I had estimated bills every quarter due to being disabled and needing meter readers to attend.  EON agreed to arrange this but the readers never came (I am housebound, so obviously always at home).  This carried on for about 5 years and I ended up having direct payments sorted out from my disability benefits.  It took around 4 years to finally catch up on the bills.

When the smart meters came out I jumped at the chance since they would be more accurate and I would not be depending on readers.

My troubles began in 2018 when my contract was up for renewal.  EON told me that since I had the gas smart meter fitted and had used gas on the previous years I had to continue with a gas meter even though I had the gas capped off by choice (I experienced carbon monoxide issues in the past and since I don't like central heating and cook with electricity it was pointless having gas supply)

I argued that I had no gas supply anymore but they would not accept that.

My current contract ends on 23rd December 2021.  I have been charged standing charges for the entire contract on the gas....even though no gas supply/use.  I asked several times to have the meter removed from the gas supply.  They quoted me £253 last year and £148 this year that increased back to £253 last week to remove the gas meter.  I cannot afford that.

One of the people I spoke to promised that the standing charges would be refunded and the refund used to pay for the meter removal.  This was Sept 3rd.  Nothing happened so called again Sept 7th, again promised, again nothing happened.  Spoke again on Sept 10th and on the 11th the refund appeared onto the EON account.

On Sept 14th my quarterly bill came online so I paid that in full but still had no idea when the gas meter was going to be removed.

Called again on Sept 15th was told that the refund had gone towards the quarterly bill and if I wanted the meter removed I had to pay £148 in advance.

Lodged complaint on that call.

(All calls were over 3 hours long, mostly on hold)

Spoke to "Amy" at EON three times in the last week.  She told me that I should not have had the refund of standing charges but since it was already done she would not reverse it.  She told me that meter removal would be £148...then 3 days later it was £253.

The last straw was that she told me that even after the current contract had ended on Dec 23rd this year, EON will still be charging me the standing charge on the gas...despite no contract or gas supply.

Sorry for the long first post....I am at a complete loss what to do.  I feel bullied, mis-sold, lied to and generally let down by EON

Any advice as to the next step would be appreciated please.

QrizB

shamrock123 said:

Any advice as to the next step would be appreciated please.

Here are some options:

1. Carry on paying the £90/yr standing charge for your gas supply;
2. Pay the £253 to E.ON to have the meter removed;
3. Switch to Octopus who supposedly remove gas meters for free (although you could easily end up paying more than £253 extra on your electricity bill, depending on exactly what tariff you have with E.ON vs. Octopus)
   

carefullycautious

I hope the EON representative who comes on here sees this and can solve this for you. If not have you thought of writing to 

https://www.thisismoney.co.uk/money/index.html

Gerry1

carefullycautious said:

I hope the EON representative who comes on here sees this and can solve this for you.

E.On fired or redeployed the reps at the end of September.  Proves that they don't care about customer service !

stewie_griffin

carefullycautious said:

I hope the EON representative who comes on here sees this and can solve this for you. If not have you thought of writing to 

https://www.thisismoney.co.uk/money/index.html

There's no longer any E.ON reps on here.

viva1

stewie_griffin said:

There's no longer any E.ON reps on here.

Helena was last active on 11 October: https://forums.moneysavingexpert.com/profile/comments/E.ON_Company_Representative:_Helena

stewie_griffin

That might be so but they're not going to post any more, so won't be able to help the OP.
https://forums.moneysavingexpert.com/discussion/comment/78565333#Comment_78565333