Eon Next- consumption gap- not been charged for electricity after smart meter installed- advice?

Kaylest123

Hi,

I had a smart meter installed in November 21. 
I recently saw that I was in credit on my account by ~£500 so I asked for a refund
This caused a ~2 week long back and forth of emails saying my account hadn't been updated when my meter was changed to a smart meter. They wanted my main meter readings too. They wanted photos of everything, every day they wanted new meter readings and photos.

Now they have told me that I had a 'consumption gap'  because I had a new meter installed and the closing readings from my old meter weren't updated.
They have issued me a revised bill saying I am not not £500 in credit.... but £1,825 in debit!!!
I am quite confused what happened in February because since then apparently we have been paying for electricity....?

I have asked for a comprehensive bill showing my rates and charges for this period (I renewed onto another fixed term contract in June 2022) as I want to make sure that I haven't been charged at my newer tariff rate. I haven't heard back from them yet about this.
I have also asked for a formal complaint to be made. 
However, they have sent me a lovely automated email asking for me to make a payment to bring my account balance out of debit!!!!

Any advice for me on this? I've never had to deal with anything like this before!! 
Is there anything I should/can do? 
(Oh and of course I don't have any surplus money to put into my energy account right now!!!)

Many thanks for reading, and for any comments/feedback/suggestions.

John_Philip_Howarth

Just ring E.on. much easier than e mails 

Kaylest123

My smart meter was installed in February sorry, not November! 

QrizB

Welcome to the forum.

Kaylest123 said:

Any advice for me on this?

Wait for the bill that you have requested to arrive, then check their calculations. Until then no-one really knows how much electricity you've used or what you owe.

[Deleted User]

Let me put this in as delicate way as possible. You have to take some blame for the situation that you now find yourself in. When any meter is changed, a final meter reading is taken and a bill against that meter is issued. The old meter serial number is deleted from the National Database and the new serial number is added to it. The supplier can then start billing you for energy consumed based on the new meter’s readings.

Yes, something has gone awry but it could have been picked up sooner had someone been checking bills. Surely, a rapidly increasing credit balance would have been something of an Amber flag.

The supplier has the legal right to bill you for the full amount that is due. For your part, you could reasonably ask for time to pay and for a modest offer of compensation for the supplier’s billing failure. 

A hard lesson to learn: but bills do need to be checked to avoid surprises.

macman

Your usage will be estimated, based on previous consumption. Invariably, under this process, you are underbilled and gain considerable advantage, and in addition you have effectively been receiving an interest free loan from your supplier.
If you haven't noticed that you were not being charged for this, and have made no provision, that is really your own responsibility. Your DD will then be increased steeply to recover the debt.