Eon billing

Fofozuzu

CSI Yorkshire, when I mentioned compromise is because eon asked us “ a figure we were happy with “ not my suggestion secondly I am not shouting “ it’s clearly their fault” they admitted that they made a mistake that is all.

vic sf49 , they charged him £950 in arrears and then refunded him a week later saying it was a mistake and then the bills came fast and furious admitting they forgot the 3rd readings £2000/2500/4000/4500/6000/7200/9800 and now £6000 after 8/10 bills in last 3 months 
It’s not like is happy or unhappy he sent all the readings ( kept them in good faith,) eon automatically placed him on standard rates at end of fixed contract and one advisor ( savvy one ) one day said there is something wrong!! Since then 50+ phone calls later, after being told dozens of times we have 5 working days to come back to you with an explanation ( which never came) we raised a formal complaint in June so only 4/6 weeks after raising the problem so I don’t think anyone ( sain one anyway) can accuse him of trying to getaway with it or being Happy of the situation. Thanks 

vic_sf49

But during the fixed contract(s), why did he not chase up the missing reading? Or did he? 

He should have been billed for the 3 sets of readings/usage then too, not just when he went on a Standard Variable Rate.

You just keep repeating about the chaotic bills since the middle of this year, yet I'm still at a loss to understand why nothing was chased 2 years ago.

How did he "send" the readings?

Did he log into his account and submit them online? Was that set up correctly so he could submit 3 readings?

[Deleted User]

Fofozuzu said:

CSI Yorkshire, when I mentioned compromise is because eon asked us “ a figure we were happy with “ not my suggestion secondly I am not shouting “ it’s clearly their fault” they admitted that they made a mistake that is all.

vic sf49 , they charged him £950 in arrears and then refunded him a week later saying it was a mistake and then the bills came fast and furious admitting they forgot the 3rd readings £2000/2500/4000/4500/6000/7200/9800 and now £6000 after 8/10 bills in last 3 months 
It’s not like is happy or unhappy he sent all the readings ( kept them in good faith,) eon automatically placed him on standard rates at end of fixed contract and one advisor ( savvy one ) one day said there is something wrong!! Since then 50+ phone calls later, after being told dozens of times we have 5 working days to come back to you with an explanation ( which never came) we raised a formal complaint in June so only 4/6 weeks after raising the problem so I don’t think anyone ( sain one anyway) can accuse him of trying to getaway with it or being Happy of the situation. Thanks 

You are far too emotionally close to this problem to be wholly objective. Before deciding to escalate the complaint to EOS, you need to consider the consequences of the Final Decision going in the supplier’s favour: it happens. My advice: work with the supplier and do it in writing not over the phone. You then have an audit trail.

Fofozuzu

dolor, thanks, we have paper trail, we made an offer ( no response) now they asked for probably 6 weeks to sort it out on top of 12/13 weeks already at some point something has to happen, nothing really to do with emotions.
only offer was to repay in 12/18 months,so over &500/ months plus £150 for new DD , not exactly an offer in my opinion 

[Deleted User]

Fofozuzu said:

dolor, thanks, we have paper trail, we made an offer ( no response) now they asked for probably 6 weeks to sort it out on top of 12/13 weeks already at some point something has to happen, nothing really to do with emotions.
only offer was to repay in 12/18 months,so over &500/ months plus £150 for new DD , not exactly an offer in my opinion 

Can you produce a spreadsheet showing what you have been charged which sits alongside what you KNOW that you should have been charged? If not, what would you be asking The Energy Ombudsman to arbitrate on? A 12/18 month repayment period is not unreasonable: your son could have nipped this one in the bud a lot earlier by looking at his bills. 

Fofozuzu

So in essence it’s his responsibility in your opinion and eon don’t have any responsibilities ( not even providing an accurate bill and taking the readings provided on 24/27 occasions)
, ok 

QrizB

Fofozuzu said:

So in essence it’s his responsibility in your opinion

It's his responsibility to make his case to the Ombudsman. The better he prepares, the better his chance of getting a favourable response.

Fofozuzu said:

. . and eon don’t have any responsibilities

E.On will make their own case to the Ombudsman, based on the information they have. The Ombudsman will then compare the two submissions and reach a decision.

Fofozuzu said:

, ok 

Dolor has taken at least one complaint to the Ombudsman. His experience is valuable.

[Deleted User]

Three escalated complaints. The first complaint was rejected after GB Energy went bust. The second complaint was upheld in full. The third complaint was initially upheld but then incorrectly partly overturned on supplier appeal. I then followed the EOS complaints procedure up to The Independent Assessor. She does not have the powers to overturn an EOS Decision but she did agree that the EOS person who reviewed the supplier’s appeal had got it wrong. That is why I keep on saying, DO NOT go to EOS if you would unhappy with a rejected complaint which effectively kills off the complaint.

Fofozuzu

As eon never entered a positive negotiation when they ask me to make an offer ( I think it was just a ticking boxes exercise to make themselves look good further down the road) or he pays £6000 or it’s the ombudsman especially after raising the issue in April 23. Now after loading our complaint to the ombudsman and looking at the different details from eon I find out that my son opening reading for the off peak meter was 82500 on April 16 th 2021 ( photo évidence) compare to their latest bill 27 July 2023 going back to may 5 th 2021 of 71300 ( without evidence) a difference of +10000 units or a consumption of average of 187 unit per 24 hours , strange as for the whole of 2021/22 average of 11 units per day and 2022/23 average of 19 units per day ( more consistent and realistic) harsh last winter.
at 26.5 p per unit already a potential saving / reduction of £2700 before vat . So from £5920 asked yesterday it could be £3200 for 2 years before maybe going to only 12 months backdated bill as it is their fault so when I calculated £1500/1600 per year I wasn’t far away.

CSI_Yorkshire

Fofozuzu - It's not a negotiation.  You're not in a market haggling over fruit.

Evidence.  Clearly laid out, precise, and without random discussions getting in the way.  Not talking about faults, or responsibilities, or fair and unfair.

Ombudsman looks at yours.  Ombudsman looks at E.ON's.  Ombudsman decides who is right.  They don't look for compromises or what would be nice.

If you are taking this to the Ombudsman, you need the clear and precise evidence without spoiling your argument with the rest.