E.ON Next - Smart Meter data issue - Large Bill

Seagull1980

We had a smart meter fitted back in around October time.  After a few weeks I noticed that the readings weren't showing on my E.ON Next account, I contacted them and was told it needed another 24-48 hours to synchronise.  We waited a few more days and tried again, no difference.

Since then, I have been in contact with E.ON Next on a daily basis (via email, as I like to keep a record of conversations after being stung in the past).  During that time we've been providing meter readings manually, both into the app itself and also to whichever agent was requesting them at the time.  It was clear that the account wasn't billing us correctly, as throughout the winter there was no Electricity billing and the Gas was lower than even before the price rises during the summer (to the point where the government top ups were covering our bills).  This obviously wasn't right and I kept telling EON that my fear was that when they resolved this I'd suddenly have a huge bill.

EON have advised for a few weeks that the meter isn't reading correctly and only giving them one reading rather than 2, they'd also told us on multiple occasions that they'd managed to manually connect and pull data from our meter, as well as adding any readings we sent them.  At the end of last week, I was suddenly hit with a bill of over £1.3k for "usage last month", most of this appears to be in Electric usage.  I'm absolutely clueless as to whether this is correct, and whether I should also expect a whopping gas bill on top of this.  They want the payment by the end of this month and while I've tried to keep aside money to pay for it when it came, it's not easy when you have no idea what the genuine payments are.

I've also noticed that almost on a weekly basis, even my historical transactions on my account change value, without any amendments to historical meter readings.

I've put in a formal complaint and also followed their complaints path (last line being to email the CEO email, but in reality I just got the exact same agent reply to me that had suddenly stopped replying to me about it back in late January.

I don't know what to do next & I'm beyond stressed out about it

eskbanker

https://www.eonenergy.com/contact/complaints.html highlights escalation options beyond the internal process, such as the ombudsman or ADR.

Aylesbury_Duck

Seagull1980 said:

We had a smart meter fitted back in around October time.  After a few weeks I noticed that the readings weren't showing on my E.ON Next account, I contacted them and was told it needed another 24-48 hours to synchronise.  We waited a few more days and tried again, no difference.

Since then, I have been in contact with E.ON Next on a daily basis (via email, as I like to keep a record of conversations after being stung in the past).  During that time we've been providing meter readings manually, both into the app itself and also to whichever agent was requesting them at the time.  It was clear that the account wasn't billing us correctly, as throughout the winter there was no Electricity billing and the Gas was lower than even before the price rises during the summer (to the point where the government top ups were covering our bills).  This obviously wasn't right and I kept telling EON that my fear was that when they resolved this I'd suddenly have a huge bill.

EON have advised for a few weeks that the meter isn't reading correctly and only giving them one reading rather than 2, they'd also told us on multiple occasions that they'd managed to manually connect and pull data from our meter, as well as adding any readings we sent them.  At the end of last week, I was suddenly hit with a bill of over £1.3k for "usage last month", most of this appears to be in Electric usage.  I'm absolutely clueless as to whether this is correct, and whether I should also expect a whopping gas bill on top of this.  They want the payment by the end of this month and while I've tried to keep aside money to pay for it when it came, it's not easy when you have no idea what the genuine payments are.

I've also noticed that almost on a weekly basis, even my historical transactions on my account change value, without any amendments to historical meter readings.

I've put in a formal complaint and also followed their complaints path (last line being to email the CEO email, but in reality I just got the exact same agent reply to me that had suddenly stopped replying to me about it back in late January.

I don't know what to do next & I'm beyond stressed out about it

£1300 for a month's usage is surely wrong (unless you're running a swimming pool or something).  Are you sure it's not a bill dated for last month but recovering what they believe to be the lack of payments since October?  £1300 for 5-6 months' electricity is more plausible.

With the manual readings you've been taking, you should be able to calculate the cost of electricity and gas over the period, given the kWh rate and the daily standing charge rate.  Does £1300 seem about right since October?

I don't think they can insist you pay it all in one go, especially when you have evidence that you've been chasing their lack of electricity billing for all this time.  If the £1300 is genuine, ask them to set a payment plan for that sum, plus your ongoing estimated bills.  You'll have to do the same for the gas bill.

Seagull1980

Aylesbury_Duck said:

Seagull1980 said:

We had a smart meter fitted back in around October time.  After a few weeks I noticed that the readings weren't showing on my E.ON Next account, I contacted them and was told it needed another 24-48 hours to synchronise.  We waited a few more days and tried again, no difference.

Since then, I have been in contact with E.ON Next on a daily basis (via email, as I like to keep a record of conversations after being stung in the past).  During that time we've been providing meter readings manually, both into the app itself and also to whichever agent was requesting them at the time.  It was clear that the account wasn't billing us correctly, as throughout the winter there was no Electricity billing and the Gas was lower than even before the price rises during the summer (to the point where the government top ups were covering our bills).  This obviously wasn't right and I kept telling EON that my fear was that when they resolved this I'd suddenly have a huge bill.

EON have advised for a few weeks that the meter isn't reading correctly and only giving them one reading rather than 2, they'd also told us on multiple occasions that they'd managed to manually connect and pull data from our meter, as well as adding any readings we sent them.  At the end of last week, I was suddenly hit with a bill of over £1.3k for "usage last month", most of this appears to be in Electric usage.  I'm absolutely clueless as to whether this is correct, and whether I should also expect a whopping gas bill on top of this.  They want the payment by the end of this month and while I've tried to keep aside money to pay for it when it came, it's not easy when you have no idea what the genuine payments are.

I've also noticed that almost on a weekly basis, even my historical transactions on my account change value, without any amendments to historical meter readings.

I've put in a formal complaint and also followed their complaints path (last line being to email the CEO email, but in reality I just got the exact same agent reply to me that had suddenly stopped replying to me about it back in late January.

I don't know what to do next & I'm beyond stressed out about it

£1300 for a month's usage is surely wrong (unless you're running a swimming pool or something).  Are you sure it's not a bill dated for last month but recovering what they believe to be the lack of payments since October?  £1300 for 5-6 months' electricity is more plausible.

With the manual readings you've been taking, you should be able to calculate the cost of electricity and gas over the period, given the kWh rate and the daily standing charge rate.  Does £1300 seem about right since October?

I don't think they can insist you pay it all in one go, especially when you have evidence that you've been chasing their lack of electricity billing for all this time.  If the £1300 is genuine, ask them to set a payment plan for that sum, plus your ongoing estimated bills.  You'll have to do the same for the gas bill.

Yeah, this is part of the problem.  Essentially they haven't charged us any electric usage since October (they did the same last year as well and then billed us 11 months worth).  We thought having the smart meter would solve all that, but it's been nothing but issues since.  It's probably a little more than I was expecting from October, but it's so infuriating that they've taken this long to get anywhere and then hit us with a huge bill that I just can't trust.  I've got zero confidence that even this bill is correct

Robin9

When installed the new meter would have read 0000.0    - what does it read today ?  (watch out for the decimal point and ignore figures to the right of the decimal point)

Has the £66/£67   been paid to your bank ?