E.ON Next and Debt Collection

xfurrier

Dear all,

I've got a problem that really worries me and stresses me out. Any advice would be appreciated.

E.on Next said that I owe them money (which is technically true), that I have to pay almost £400 for fees on top of my balance, that my case is now with their Litigation department (the number they gave me connected me to Credit Style). They also mentioned County Court(?) and mentioned that the next step is to get debt collectors involved. 

I want to resolve all this asap as it's really affecting me and the family. However, I want to challenge their fees because until recently I had no idea about the debt, I never received any written communication from Eon/Litigation Department/Credit Style/Court.

I don't want things to escalate further (e.g., to debt collectors) as that would add new fees. However, I never had a chance to challenge the fees.

Any suggestions on what should I do? Would I, by paying balance and fees, admit "wrongdoing" and waive any chance to challenge those fees? What's the best way to resolve this?

xfurrier

Background: With my family I rented out a flat for 12-months until July '23. There was an oral agreement with the landlord that the electricity will be included in the rent. Unfortunately, I have signed a contract where there was no mention of that - actually, it clearly says that we're liable for electricity. It's entirely my fault for not properly checking the contract. So, the electricity was used by us and, at the end of the day, should be paid by us. However, I didn't know that at the time. And, of course, I'm very angry about this outcome and the landlord (and myself). 

Somebody (I presume the landlord but have no proof) opened an account with Eon on my name, with my mobile number and with email address that looks like mine, but it's not (and I don't have access to that email address). All this was done without my knowledge and *after* we moved out (my guess is that he didn't want to open the account while we were still in the flat, as I would've reminded him about our agreement). 

Anyway, In August '23 I started getting messages from Eon to pay the outstanding balance. Initially, I believed these messages were a scam, but it also occurred to me that the landlord could be behind this as there were a few other dirty tricks that he played.

On a few occasions I tried to call Eon and/or pay the balance, but with the limited information (no account number, email address not valid, etc) I haven't managed to open a new account, nor access the account opened on my behalf. I made a few calls too but was failing security checks (as it wasn't me who opened the account). All these attempts were made in August, September and December last year.

Of course, I forgot about it all as life goes on, I'm overwhelmed at work, kids, school, etc. Then, a few weeks ago I remembered this and made another attempt to connect with Eon and see what's going on.

It was the first time that one of their managers actually took time to delve into the matter, she even called me back (a dozen requests to speak to a manager were made last year, but never got a single call from them). I managed to get the account number, found out the exact amount owned (balance + fees).

I said to her (and in my subsequent calls) that I'm willing to pay the balance, but not the fees because I never, ever received any call-backs, any letters from them, I didn't open the account, I couldn't access the account, ... Their response is that I must pay the fees too, as my case is with their Litigation department and their hands are tied. I called the number they gave me expecting E.on Litigation department, but reached Credit Style. Credit Style agent told me they have no record of me or my debt (I have a recording of this call - with their permission, of course).

I tried calling Eon again (on Wednesday morning), and was promised a call within 48 hours, but to no avail - 48 hours passed, and nothing (again). It's exhausting, disrupts my work (mental health support; soon, I'll probably need some MH support myself).

My issue with the landlord is a separate one - I'll explore my options later, although I don't have much hope. For now, I want to remove E.on Next from my plate.

Brie

I would log a complaint with them. 

Lay it out nice and simply stating things in simple chronological order. 

• x/x/22 Moved in to flat. LL said.....
• x/x/23 Moved out of flat.  
• x/x/23 Received first letter from Eon.

etc etc.

Where possible give the date, time and who you talked to.  

Keep it polite but firm, I did this, you did not do that, I need you to now do this.

I would also ask for any proof that you had signed up for the account, copy of the credit agreement, copy of all bills.  

edited to add: if you are not actually the signed up customer they likely are putting notes on their system that has no link to you and may not then be able to do their normal follow ups.  Not an excuse but just a reason why they may have failed on the customer service front.

xfurrier

Thanks @Brie for your suggestion. I just logged a complaint. Will update on any developments.