E-On will not refund my credit of over £100

JeffPringle

Hi,

Has anyone else had issues with E-on not refunding credit. I am £1031.77 in credit and they say my readings are wrong but won't refund this until an engineer has been which might be within 30 days. The charged me over £1000 for a quarter in May which i contested and pointed out that they applied the new tariff to usage prior to the tariff going up, the person on the phone said 'oh yeah' but they still maintained that the cost was over £800 which i paid. I live in a modern 3 bed semi on my own. I tried to complain yesterday but they said they had raised the complaint and closed it because an engineer was coming out and they didnt know my reading which they need to refund me....can they just withhold my money like this?

JeffPringle

Over £1000 not £100

victor2

Is this initially a result of estimated readings being used and then an actual reading being given?
Have you worked out what your balance should actually be today? 
More detail on how you pay your bills - monthly DD etc., and what your tariff and actual annual usage is could help people offer advice too.

MattMattMattUK

JeffPringle said:

Hi,

Has anyone else had issues with E-on not refunding credit. I am £1031.77 in credit and they say my readings are wrong but won't refund this until an engineer has been which might be within 30 days. 

That would be reasonable of them as from their perspective you not be in credit at all, all you need to do is wait for up to thirty days.

JeffPringle said:

The charged me over £1000 for a quarter in May which i contested and pointed out that they applied the new tariff to usage prior to the tariff going up, the person on the phone said 'oh yeah' but they still maintained that the cost was over £800 which i paid.

Suppliers do normally account for splits in rates when they vary during a billion period, they either estimate it pro-rata or ideally they use readings supplied by the customer and/or smart meter if one is installed.

JeffPringle said:

I live in a modern 3 bed semi on my own.

That does not really mean much in terms of energy usage, it depends on your lifestyle.

JeffPringle said:

I tried to complain yesterday but they said they had raised the complaint and closed it because an engineer was coming out and they didnt know my reading which they need to refund me.

You seem to be desperate to jump the gun here, the easy and obvious answer is to wait for the engineer to visit, get a correct bill and then you can either be refunded any excess credit, or pay any outstanding bill.

JeffPringle said:

can they just withhold my money like this?

Yes, because it has not been established that it is your money. 

victor2

JeffPringle said:

Over £1000 not £100

You can edit the title.

ariarnia

JeffPringle said:

I tried to complain yesterday but they said they had raised the complaint and closed it because an engineer was coming out and they didnt know my reading which they need to refund me....can they just withhold my money like this?

you have a problem open. they are investigating by sending an engineer. at the moment no one can say for sure what your bill should be so how would they know how much of that £1000 to refund you? 

they can't just keep money they owe you but there is a process that has to be followed. the good news is that you have a complaint logged. even if they have closed it. that means if its not all sorted (if they and you havent agreed what the problem was and the amount of your bill and the refund) in 8 weeks you can take it to the ombusdman who will look at everything thats happened and work out what you should have back. plus any compensation if eon have behaved badly including if they took to long in the ombudsmans opinion. 

but hopefully by then the engineer will have been out to check the meter and it will all be sorted quickly. within 30 days could be faster than 30 days after all. 

in the mean time if you can give us the info about your tarrif and meter readings that victor asked for them maybe someone on here can help you work out what your bill should have been (which can be useful if you and eon disagree after the engineer visit)

cymruchris

They aren't withholding your money - they are following a process to ensure information is accurate - and on doing so will no doubt allow you to get your money back if you are, as you say, correct in the readings you have supplied. If for any reason you aren't correct. they'll amend the records accordingly. Once the engineer has been, I'm sure it'll all be resolved. You need a little patience to let them follow their process, and then ongoing with regular meter readings, it shouldn't be an issue again.

markin

Can you not send a photo? Why are they insisting on an Visit?

JeffPringle

Okay thank you all. In terms of usage it's not excessive. I just don't know why i'm continuing to have my account debited so much when the actual payments have been so low. I'll wait for the engineer though, thanks again.

Raxiel

victor2 said:

JeffPringle said:

Over £1000 not £100

You can edit the title.

I've heard that feature is restricted for new / low post count accounts.

Jyana

JeffPringle said:

Hi,

Has anyone else had issues with E-on not refunding credit. I am £1031.77 in credit and they say my readings are wrong but won't refund this until an engineer has been which might be within 30 days. The charged me over £1000 for a quarter in May which i contested and pointed out that they applied the new tariff to usage prior to the tariff going up, the person on the phone said 'oh yeah' but they still maintained that the cost was over £800 which i paid. I live in a modern 3 bed semi on my own. I tried to complain yesterday but they said they had raised the complaint and closed it because an engineer was coming out and they didnt know my reading which they need to refund me....can they just withhold my money like this?

What are they saying are wrong with the readings? Maybe if you can give us an idea of why they think this we could help with their line of thought.

Some meters can be tricky to read; either due to their make, nearly invisible decimal places, confusing screen layout, etc. I'm not sure if you can post photos yet due to the age of your account, but if you host them else where and link we could take a look and maybe answer any questions on that front too. May ease your mind while waiting on the visit.