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  • FIRST POST
    • steviebuk
    • By steviebuk 11th Jul 18, 7:49 PM
    • 57Posts
    • 12Thanks
    steviebuk
    e.on clearly not listening
    • #1
    • 11th Jul 18, 7:49 PM
    e.on clearly not listening 11th Jul 18 at 7:49 PM
    So we moved into a new house recently and when moved in, on that day called e.on to inform them. Went through all the blurb then said "And also we going with another supplier Bulb". They didn't sound to pleased but not my problem.


    Anyway. This should of all been recorded their end yet they keep now sending us bills from the previous residents (this place used to be rented). It just says "The occupier" the bill is for 310.71 and on it there is a debt collection fee of 10.


    How do we get e.on to stop and listen that this ISN'T our bill and we told them this when we moved in? Considering they are just addressing it to The Occupier I assume they can't send debt collectors round as no one would be named on a writ?
Page 1
    • antrobus
    • By antrobus 11th Jul 18, 9:02 PM
    • 16,036 Posts
    • 22,870 Thanks
    antrobus
    • #2
    • 11th Jul 18, 9:02 PM
    • #2
    • 11th Jul 18, 9:02 PM
    So we moved into a new house recently and when moved in, on that day called e.on to inform them. Went through all the blurb then said "And also we going with another supplier Bulb". They didn't sound to pleased but not my problem.

    Anyway. This should of all been recorded their end yet they keep now sending us bills from the previous residents (this place used to be rented). It just says "The occupier" the bill is for 310.71 and on it there is a debt collection fee of 10.

    How do we get e.on to stop and listen that this ISN'T our bill and we told them this when we moved in? Considering they are just addressing it to The Occupier I assume they can't send debt collectors round as no one would be named on a writ?
    Originally posted by steviebuk
    Until you complete the switch to Bulb, E.on is your supplier. Has that happened yet? The timescales are unclear.

    When you move into a new property you inherit the existing utility arrangements; E.on is your 'deemed supplier'. The only point in contacting E.on on the day you moved in would have been to have confirmed you were taking over the supply, and giving them the meter readings.
    • kazwookie
    • By kazwookie 11th Jul 18, 9:04 PM
    • 9,986 Posts
    • 124,501 Thanks
    kazwookie
    • #3
    • 11th Jul 18, 9:04 PM
    • #3
    • 11th Jul 18, 9:04 PM
    Stick the letters to the occupier back in the post box with RTS on it
    Sun, Sea
    Slinky start date 29.01.18 28 to go / -14 so far and counting!!
    • steviebuk
    • By steviebuk 11th Jul 18, 11:17 PM
    • 57 Posts
    • 12 Thanks
    steviebuk
    • #4
    • 11th Jul 18, 11:17 PM
    • #4
    • 11th Jul 18, 11:17 PM
    Until you complete the switch to Bulb, E.on is your supplier. Has that happened yet? The timescales are unclear.

    When you move into a new property you inherit the existing utility arrangements; E.on is your 'deemed supplier'. The only point in contacting E.on on the day you moved in would have been to have confirmed you were taking over the supply, and giving them the meter readings.
    Originally posted by antrobus

    We switched to bulb the day we moved in, we told e.on this on the day of calling, they clearly didn't take note. The property has been empty all the time its been up for sale. So assume the idiot estate agents left lights on, they should pay (the owner was/is out of the country)
    • antrobus
    • By antrobus 11th Jul 18, 11:35 PM
    • 16,036 Posts
    • 22,870 Thanks
    antrobus
    • #5
    • 11th Jul 18, 11:35 PM
    • #5
    • 11th Jul 18, 11:35 PM
    Confirming your switch takes 5 minutes, however the actual changeover process takes 17 days. The two suppliers will arrange a date between themselves and will inform you of when the change will happen. It cannot be overstated that throughout this time your energy supply will not change.

    https://www.simplyswitch.com/energy/guides/switch-energy-supplier-5-simple-steps/
    • Jackandn
    • By Jackandn 11th Jul 18, 11:51 PM
    • 23 Posts
    • 9 Thanks
    Jackandn
    • #6
    • 11th Jul 18, 11:51 PM
    • #6
    • 11th Jul 18, 11:51 PM
    Presumably when you signed off you gave an actual reading to them or the estate agent should have given this to you. I think even over 17 days if you incurred a 310 energy bill I would suspect you were living in a castle in the middle of winter!!

    Eon should be able to say what range they are charging for (in terms of meter readings) and if it is below your actual reading you can either A. re-direct their query to the estate agents or B. find the original owner and re-direct to them. They are only sending it to you as that is the only address they have for the amount owed it's not necessarily towards yourself per say.
    • steviebuk
    • By steviebuk 12th Jul 18, 12:25 AM
    • 57 Posts
    • 12 Thanks
    steviebuk
    • #7
    • 12th Jul 18, 12:25 AM
    • #7
    • 12th Jul 18, 12:25 AM
    The bill is for dates BEFORE we'd moved in and BEFORE we'd completed the sale. Yes we gave them meter readings on the day we moved in and informed them we were switching to Bulb.
    • antrobus
    • By antrobus 12th Jul 18, 12:53 AM
    • 16,036 Posts
    • 22,870 Thanks
    antrobus
    • #8
    • 12th Jul 18, 12:53 AM
    • #8
    • 12th Jul 18, 12:53 AM
    The bill is for dates BEFORE we'd moved in and BEFORE we'd completed the sale. Yes we gave them meter readings on the day we moved in and informed them we were switching to Bulb.
    Originally posted by steviebuk
    As previously noted; the timescales are unclear in your OP.

    Have you received a bill from E.on addressed to you for the short period before the switch was completed?

    Have Bulb confirmed the switch?

    Obviously you have no liability for charges prior to your occupation of the property. If the property "used to be rented" it is entirely possible that the tenants notified E.on that they were leaving, supplied readings, and settled up. They might have had no knowledge of who was taking over responsibility for the bills. So neither does E.on. The property has since "been empty" for however long incurring further charges which would be the vendor's responsibility.

    Follow the suggestion made above, give E.on the name and address of the vendor. Or their solicitor or the estate agent.
    • ValiantSon
    • By ValiantSon 12th Jul 18, 1:49 AM
    • 2,537 Posts
    • 2,511 Thanks
    ValiantSon
    • #9
    • 12th Jul 18, 1:49 AM
    • #9
    • 12th Jul 18, 1:49 AM
    We switched to bulb the day we moved in, we told e.on this on the day of calling, they clearly didn't take note. The property has been empty all the time its been up for sale. So assume the idiot estate agents left lights on, they should pay (the owner was/is out of the country)
    Originally posted by steviebuk
    No, you applied to switch to Bulb, but you did not switch on the day that you took over the tenancy. The switch process takes some time, and until it completes, e.on are your supplier. You are being supplied on a deemed contract, which is the SVR. Once the switch to Bulb completes (completed) you become their customer, but you still have to pay e.on for the energy that you used while on a deemed contract, so you will have a bill for e.on.

    Despite all this, you are not liable for energy used before you took over the tenancy. It is not clear, however, that you gave e.on the information they needed (and were entitled to), which was your name; the date you became the tenant; and the meter readings on that day If you didn't supply those to e.on then you are in a difficult situation.

    They cannot pursue you for costs before you took the tenancy. These are the responsibility of the previous owers. Inform e.on that you were not the tenant until X date when the meter readings were XXXX.
    Last edited by ValiantSon; 12-07-2018 at 1:52 AM.
  • E.ON Company Representative: Helena
    Good morning steviebuk

    Thank you for the info already on the thread everyone.

    This sounds to me like your new account with us hasn't been opened correctly. Even though you've decided to change supplier we still need to open an account for you from the date that you took over responsibility of the property and bill you from your opening reads.

    Once you're new supplier has started the switch process and then provided us with your meter reads, we can produce your final bill. We'll close your account to the reads your new account with your new supplier opens your account from.

    We have a specialist home moves department and they're the ones you need to get in touch with. They will open your account correctly, they may need to see a tenancy agreement. Contact details are on our website.

    They may also ask if you have a forwarding address for the land lord/ letting agent.

    You're not liable for energy used before you moved in, but we need to bill from the date you took responsibility up until the change of supply.

    If you get in touch with the home moves guys, they'll get this sorted for you.

    Thank you

    Helena
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • steviebuk
    • By steviebuk 12th Jul 18, 5:59 PM
    • 57 Posts
    • 12 Thanks
    steviebuk
    Thanks. We called on the day we moved in. We gave meter readings on the day we moved on to E-On. We gave them our details when we moved in. It sounded like the agent lost interest when we said we were moving to Bulb but then that's not our fault he didn't process the account properly. I may forward the bills to Leaders as they were the letting agents.


    We can call you but I fear being kept on the line for ages due to these wonderful reviews of your service


    https://uk.trustpilot.com/review/www.eonenergy.com
    • antrobus
    • By antrobus 12th Jul 18, 8:18 PM
    • 16,036 Posts
    • 22,870 Thanks
    antrobus
    Thanks. We called on the day we moved in. We gave meter readings on the day we moved on to E-On. We gave them our details when we moved in. It sounded like the agent lost interest when we said we were moving to Bulb but then that's not our fault he didn't process the account properly. I may forward the bills to Leaders as they were the letting agents.
    Originally posted by steviebuk
    Ironically, you are clearly not listening. 7

    Have Bulb confirmed the switch?

    Have you received a bill from E.on addressed to you for the short period before the switch was completed?


    You seem to be focused on the fact that you told E.on that you were going to switch to Bulb, but that is of no consequence. You could have changed your mind the next day and decided to switch to somebody else. Until E.on receives the request from the new supplier nothing much will happen.

    We can call you but I fear being kept on the line for ages due to these wonderful reviews of your service

    https://uk.trustpilot.com/review/www.eonenergy.com
    Originally posted by steviebuk
    John Lewis has pretty carp reviews and a bad rating on Trustpilot despite the fact that it is in the top 10 for customer service. Frankly, Trustpilot should not be trusted.
    • ValiantSon
    • By ValiantSon 12th Jul 18, 8:33 PM
    • 2,537 Posts
    • 2,511 Thanks
    ValiantSon
    John Lewis has pretty carp reviews and a bad rating on Trustpilot despite the fact that it is in the top 10 for customer service. Frankly, Trustpilot should not be trusted.
    Originally posted by antrobus
    Which top 10 would this be?

    Why should I trust this one more than I trust the reviews and ratings on Trustpilot?
    • molerat
    • By molerat 12th Jul 18, 8:39 PM
    • 19,322 Posts
    • 13,528 Thanks
    molerat
    Thanks. We called on the day we moved in. We gave meter readings on the day we moved on to E-On. We gave them our details when we moved in. It sounded like the agent lost interest when we said we were moving to Bulb but then that's not our fault he didn't process the account properly. I may forward the bills to Leaders as they were the letting agents.
    Originally posted by steviebuk
    And did you give them the readings and the date you completed the purchase, the date you were responsible for the bills?
    https://www.helpforheroes.org.uk/give-support/donate-now/
  • E.ON Company Representative: Helena
    Thanks. We called on the day we moved in. We gave meter readings on the day we moved on to E-On. We gave them our details when we moved in. It sounded like the agent lost interest when we said we were moving to Bulb but then that's not our fault he didn't process the account properly. I may forward the bills to Leaders as they were the letting agents.


    We can call you but I fear being kept on the line for ages due to these wonderful reviews of your service


    https://uk.trustpilot.com/review/www.eonenergy.com
    Originally posted by steviebuk
    Morning steviebuk,

    Some further good advice on the thread so thank you guys.

    Deciding to move to a new supplier shouldn't be making any difference on setting up your account, from your move in day. So I'm sorry if the person you spoke to came across that way.

    We really just need to get your account set up correctly, the quickest way would really be to ring, or you might like to use the Live Chat facility on the website, or use the home moves contact form also on the website.

    As I say, they'll need all of the information from you and the tenancy agreement. Then the account will be up and running correctly.

    Thank you.

    Helena
    Official Company Representative
    I am an official company representative of E.ON. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
    • antrobus
    • By antrobus 13th Jul 18, 9:03 AM
    • 16,036 Posts
    • 22,870 Thanks
    antrobus
    Which top 10 would this be?
    Originally posted by ValiantSon
    The Institute of Customer Service
    https://www.telegraph.co.uk/finance/newsbysector/retailandconsumer/12109854/The-companies-with-the-best-customer-service-in-the-UK.html

    ..

    Why should I trust this one more than I trust the reviews and ratings on Trustpilot?
    Originally posted by ValiantSon
    Because it's a statistically valid survey. Whereas Trustpilot simply provides an outlet for people to vent.
    • House Martin
    • By House Martin 13th Jul 18, 9:20 AM
    • 1,428 Posts
    • 1,192 Thanks
    House Martin
    OP, please take notice of the help you are getting on here because you clearly know little about how the energy market works, for the fourth time , you cannot open the front door and switch to Bulb just like that. It can easily take 6 weeks to complete a switch and the way you re going about it you will just drag it out longer .
    Also be ready to furnish a copy of your tenancy agreement to prove the exact date you became responsible for the property.
    A trick that owners often pull is to try and pass on their bills they have incurred onto to next tenant. There could have been a long gap of the last tenant moving out and reletting where the owner was in the property using heating and power refurbishing . Its possible .
    What should happen is that when the last tenant vacated the owner then registered with Eon for the few weeks before the new tenant moved in. Also the last tenant could have given a low reading as a final reading. Not many properties have a tenant moving out say, on a Friday night and a new tenant moves in Saturday morning. 300 is too large an amount for Eon to waive so they have to dig deeper, so do your best to assist them and forget about the "its not my problem " attitude.. Help them sort out who is behind the mess up
    Last edited by House Martin; 13-07-2018 at 9:33 AM.
    • steviebuk
    • By steviebuk 13th Jul 18, 11:13 AM
    • 57 Posts
    • 12 Thanks
    steviebuk
    Sorry to be blunt but you claim I'm not listening yet a few of you also aren't listening. And I mean no disrespect.



    I may have made the mistake of not informing you all that we said we were switching to Bulb. We switched and are now with Bulb and have an account and given readings to them as well.



    I've informed the ex-letting agent e.on are still sending bills for dates before we owned the property. They said that's odd as they themselves would of closed the account when the last person moved out.


    I'll have to call e.on
    • ValiantSon
    • By ValiantSon 13th Jul 18, 11:27 AM
    • 2,537 Posts
    • 2,511 Thanks
    ValiantSon
    The Institute of Customer Service
    https://www.telegraph.co.uk/finance/newsbysector/retailandconsumer/12109854/The-companies-with-the-best-customer-service-in-the-UK.html



    Because it's a statistically valid survey. Whereas Trustpilot simply provides an outlet for people to vent.
    Originally posted by antrobus
    So still a completely subjective assessment then.
    • macman
    • By macman 13th Jul 18, 11:36 AM
    • 42,686 Posts
    • 17,957 Thanks
    macman
    Basics first: on what date did you move in and register with Eon?
    No free lunch, and no free laptop
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