Options for challenging incorrect bill

thejinkazama

Hello,

I moved into a new home last summer and moved energy provider to continue using the tariff which was in place at my old home (with Shell). I thankfully took and kept images of meter readings from when we moved in, the date of the change and the day a few months later when smart meters were installed.

I recently received a bill from E-on Next who supplied the energy to our home under the previous occupants and for three weeks following their departure until our switch to Shell was completed. The estimated reading taken mid July 2021 when we moved in reads 2035 - in reality this should read 5202 as per the image I took (apparently the previous owners did not regularly submit readings). I then submitted a closing reading at the start of August reading 5423. 

E-on are requesting £600 pounds to cover the three week period given the estimated reading they provided us with. I called to remedy the situation and provide them with images of the meter readings and was told that they would investigate and get back to me. I have since had two calls requesting the money be paid (I was unsure of the veracity of these calls so refused payment and called back - they confirmed they were real this morning but I was unable to speak to the person dealing with my case so I cannot elaborate on the reasoning).

I am anticipating a call back from E-on once the person dealing with my case returns to work. Assuming that they are going to request payment, what options do I have to challenge this?

Please note that I am a resident in Scotland, if this makes any difference.

Thank you!

Van_Girl

Did you transfer the account to your name when you moved, and provide E-on Next with the meter reading for the day you moved in?

That's what you should have done, before then transferring over to Shell. I think it might make things a bit more difficult if you didn't do this - but as long as your photograph of the meter read has the time and date on it, then hopefully E-on will accept that as proof.  

DE_612183

First you need to lodge your complaint with Eon, once you get a final determination letter ( assuming they don't agree with your evidence then you go to the ombudsman ).

Make sure you get a complaint reference.

thejinkazama

Hello again,

I have just received the following via email from E-on.

Thanks for your call today Looking at the readings, the final bill you received does seem to be a catch up bill as we had previously estimated the reads and this does sometimes create a catch up bill like this. Having looked at the actual usage it does seem more than was used at the same time period the previous year. With this in mind I have re-calculated your final bill using an estimate based on your previous years usage. This has brought the amount down a little so im attaching a new copy of the bill for your attention and hope this explains everything for you.

The new bill reads £284, a significant reduction but still much more than I would expect to pay for 3 weeks worth of electricity use (last year). On the new bill, I can see that they’ve inserted my reading of 5423 on 6th August and then closed the account on the next day - they have not adjusted the original reading for mid July as per my image so this still reads 2035 despite the evidence I provided.

As before, I am still looking for advice on how to challenge this but wanted to provide the latest update before I call back.

Thanks

thejinkazama

Van_Girl said:

Did you transfer the account to your name when you moved, and provide E-on Next with the meter reading for the day you moved in?

That's what you should have done, before then transferring over to Shell. I think it might make things a bit more difficult if you didn't do this - but as long as your photograph of the meter read has the time and date on it, then hopefully E-on will accept that as proof.  

Looking back at previous emails, I did indeed do this.

EssexHebridean

Did they not flag up at the time you moved in that there was a significant difference between what they "thought" the reading was, and the reading you gave them on moving in? I'd expect that when the readings went for validation it would have metaphorically sounded a klaxon at their end.  It seems odd that it's taken so long for this discrepancy to show up! 

DE_612183

raise a complaint saying that you disagree with the OPENING reading of your account and provide proof of what that reading should be.

Tell them you want a bill from reading xxxx to xxxx and standing charge for xx/xx/xx to xx/xx/xx

You cold also calculate what the bill should be and say you are happy to pay that amount until the adjustments are made.

If they don't agree get a final ( deadlock ) Letter then go to ombudsman - get a reference to take with you.

thejinkazama

They did not flag anything up at the time, no.

Thanks, I will do that.

Van_Girl

thejinkazama said:

Van_Girl said:

Did you transfer the account to your name when you moved, and provide E-on Next with the meter reading for the day you moved in?

That's what you should have done, before then transferring over to Shell. I think it might make things a bit more difficult if you didn't do this - but as long as your photograph of the meter read has the time and date on it, then hopefully E-on will accept that as proof.  

Looking back at previous emails, I did indeed do this.

In that case, given that you both notified them at the time AND have proof of your reading, I'd be raising a complaint as others have said. I don't see how they can possibly argue it, or why they are doing 

thejinkazama

Hello. 

After a few months with no communication, Eon started calling me again prior to Christmas. I reiterated the same message as I did before but to no avail. After another call this morning where I once again provided the updated meter readings, they stated that they are unable to accept them as they are over 12 months old. As I once again refused to pay the debt which I don’t owe, they said they are now passing the debt to a debt collector. 

Where do I go from here?

Thank you 

Gerry1

https://www.ombudsman-services.org/providers/eon-next-residential