Eon nightmare

Well this is the email I replied to them on the 15-12-2018 and haven’t recieved an email response apart from a kind of threatening one entitled ‘know your rights’ as if I’m going to be prosecuted or perused? If they can’t reply to this then what hope will I have Malcolm? Can you offer anything else than droning in and telling me to check the website because clearly all avenues I have went down are on the website. Anyway here is the email below—-

Hello,

Apologies for the delay getting back in touch regarding my ridiculous billing I have received from yourselves but I have been unwell the last 10 days and have a heavily pregnant fianc! to contend with.

I can confirm that you have very much NOT resolved my complaint at all.

I have explained this at least 6 times to different people within your customer service/complaints team and literally getting no further forward on the telephone.

I moved into the property last year and switched my supply to yourselves about 10th December 2017. Whilst sorting it out on the phone I explained what meters where already in the property (from Ovo Energy) when I moved in and was advised this wouldn’t be a problem even though I was unable to provide a meter reading from the electricity meter (had numerous people/engineers check it and said it was not working properly). Then my gas was abruptly cut off on Christmas Eve (if I recall correctly) so you sent out an engineer to fit a top up meter and replace the already installed meter until the time came you could get me a proper credit meter installed.

Anyway I carried on with the top up card until you fitted a new credit meter a little time after (can’t remember the exact date)

After this I carried on with my payments till I missed one due to a payroll error from my work. I called up to pay my monthly payment and asked if my account was all okay and in credit etc to be informed from your advisor that I was actually in credit at that time.

I then recieved not long after a bill (3 month quarterly) for £900+ which was revised to £800ish after I called up. I expressed concerns about the actual meter and the electricity one (again) as I still couldn’t get a reading from it. This would mean in 3 months I had somehow used nearly 3/4 of the average households yearly usage.

The advisor said it didn’t seem right and we made a plan to get them swapped out for new and from that could monitor it over a week and see what was happening.

The ‘engineer’ attended and had no idea what was going on. I had to call up and seek advice and tell the bloke to swap both meters out there and then. Which he did. A week later I called back up with my readings and I had used a grand total of £23ish on the gas AND electric despite it being extremely cold so was using the heating a lot more than during the year gone by (warmest summer on record so barely used the gas apart from the hob occasionally for cooking) I also had a gas engineer check for leaks but came back negative.

I had one more phone call where the advisor informed me it was a correct bill as the eon meter changer provided some readings (impossible from the electricity meter as I and others including your advisors where unable to take a reading from it) but he had no idea about any of the previous issues and when I logically pointed out my usage during the weeks trial he was a bit stumped and said would be back in touch after speaking with faulty meter team.

This has dragged on far too long now. I have wasted hours of my time and had a stressed out pregnant partner the whole time this has happened.

I have recieved an annual usage bill from yourselves saying I have used £900ish electricity for the year and £840 on the gas. This is IMPOSSIBLE. Household average dual fuel is about £1100 for the year and that’s with a full house using gas and electric all day.

We are in a 3 bed mid terrace house with 2 people living here. We both work and aren’t in the property most of the day. We don’t have the heating on a timer (it’s off till we physically put it on, when we do it’s an hour or 2 tops) or leave any appliances on at all.

There is extensive building works happening around the property so wondering if this could have an impact in anyway? I’m not sure if it could but I’m trying to think how this could possibly happen?

There has been a lack of communication between everyone on your part as I have had to repeat myself over and over wasting my time, as you can guess this is extremely frustrating.

I have 100% not used what you are saying I have. There is clearly something else going on be it faulty meters or mistakes made on your behalf.

If I apply the weeks trial to the full year it’s about £1196 dual fuel for the full year and that’s not taking into consideration the less usage through out the warmer months (again hottest summer on record). You're saying I owe about £1800 on top of what I’ve been paying monthly? Come on use your common sense here.

So no in summary this has not been resolved.

Can you please provide me with every payment I have paid be it direct debit or over the phone since I have used eon as my energy provider please. Amount and date will suffice.

This needs sorting out ASAP by someone with half a brain who can sit and think logically about this. Can you please see to it that this happens. Before I have to get the watchdog involved and change suppliers.

Yours faithfully,

Scott

Couldn’t be shorter as I needed to explain what I had already explained repeatedly at least 6 times.

Fair point but like I said I was at my wits end with a very heavily pregnant fianc! to deal with.

Was always polite and courteous over the phone but after they ‘closed’ my complaint without a resolution for the second time without speaking to me I was a bit narky

Anyway slightly rude or not they still have a duty to reply but haven’t come back to me, hence me posting the thread up