EON suddenly reporting to Equifax

MattMattMattUK

b4by_v said:

Hi @Simon_or
Was just wondering if you got an update with your Eon complaint as I’m horrified to see I have an AR on my account that I have no idea about! Just about to remortgage and I have this popping up!
Many thanks

What does it actually show?

molerat

Another thread here with an outcome

https://forums.moneysavingexpert.com/discussion/6448714/equifax-what-does-special-arrangement-mean/p1

b4by_v

@simon_or
It shows AR since May this year as being in an arrangement to pay and adverse credit.
I am currently complaining about this and they said I have been in arrears since January (no more than £248) which has gone up and down since.
They adjusted my direct debit in April to begin in May but it is still in debit. 
The direct debit was only increased due to the government scheme ending and not because of my arrears. According to the lady at Eon, an increase in direct debit is an arrangement to pay and this has been reported to the credit agencies despite the balance saying 0.
They also said there was a period that they did not charge me for energy (Feb to March) but added in July (apparently). 
Also looks like my electricity meter is smart and sending up to date readings but my gas hasn’t for months. 
Very distressed as my remortgage is due and I have gone from Excellent to Fair in my score. 

Qyburn

b4by_v said:

@simon_or
According to the lady at Eon, an increase in direct debit is an arrangement to pay and this has been reported to the credit agencies. 

That sounds absolute rubbish and just the fact she said it would be worthy of a formal complaint. If she was correctly stating EON's practice then almost all their customers would be reported in that way.

K_S

b4by_v said:

According to the lady at Eon, an increase in direct debit is an arrangement to pay and this has been reported to the credit agencies despite the balance saying 0.
They also said there was a period that they did not charge me for energy (Feb to March) but added in July (apparently). 
Also looks like my electricity meter is smart and sending up to date readings but my gas hasn’t for months. 
Very distressed as my remortgage is due and I have gone from Excellent to Fair in my score. 

@b4by_v The part in bold above is simply incorrect. The person you spoke to doesn’t know what she’s talking about. 

As long as you haven’t missed any direct debits, haven’t asked Eon for help because you are unable to make payments, etc. your account shouldn’t have any adverse markers on it. An energy account being in credit/debit at different times of the year is entirely normal and the energy company can always make reasonable adjustments to the direct debit to smooth out the balance but they can’t simply consider that an ‘Arrangement To Pay’.

I would recommend continuing your formal complaint (make sure it’s sent to the formal complaints email address unhappy@eonnext I think) and escalating it to the Ombudsman at the end of 8 weeks (starting from when you first spoke to them about this, even if you didn’t label it a formal complaint). 

I went through the whole complaints process with them and escalated it to the Energy Ombudsman at the end, I’ve copy pasted my outcome below.

artyboy

It's more than a little worrying that EON are spouting such rubbish at customers that complain. I wonder if some people in this situation have just accepted what they said and let their credit files get incorrectly trashed.

As @K_S said, this really needs to be pushed hard as a complaint - not just the damage to your credit file, but also the lies you were told - being charitable, it could just be a training issue, but it sounds to me like they are wilfully making it up as they go along. And they need their knuckles firmly rapped for it!

b4by_v

@Qyburn Exactly what I thought. Half the population would be in “adverse credit” if this was the case. 
I’ve asked repeatedly to escalate or get a second opinion as per the Eon complaints procedure and she has passed onto her supervisor. Waiting to hear from
them.

b4by_v

@K_S  Thank you, I have repeatedly said this to the lady dealing with my complaint but she is adamant it is a credit agreement (part of my contract) that they report this to the credit bureau.

I have never missed any direct debit payments, I have not asked for help or anything like that and have also expressed this to my complaint advisor and not getting anywhere. Have now been told they will pass to their supervisor so waiting to hear back.

I am happy to just pay the arrears and bring the account up to date but that will not clear the AR on my account so I will not let this drop and I will take it to the Energy Ombudsman. 

It’s very helpful to read your success story at getting it removed, gives me a bit of hope.

I also despair that others might be in the same boat not realising what is going on in the background! 

b4by_v

@artyboy Completely agree with you and I will not let this drop!! There are so many discrepencies in the information given to me. One email says direct debit was updated in April, the next email says May. Contradictory but I will keep fighting and post updates as and when they come in so others in the same position can see!

b4by_v

@artyboy @K_S @Qyburn
Thanks all for your comments, good to know I am not going mad! Very much appreciate the advice and support