Our first bill from eon after moving into our current home arrived after a few months and was for a total of £13.

This was clearly incorrect and we called to query it.

We were told it's right and to pay it.

After a few more months of nothing

we then received a bill for almost £1000!

No explanation from eon.

We contacted eon again and was told there had been an error and that this amount was correct and now due.

We argued and stated that we had been contacting them prior to this to sort it but was assured all was ok.

They then demanded immediate payment and I was told that no payment plan was available.

This again went on for months, emails, phone calls until I finally received a call whilst I was at work.

Not wanting to miss the opportunity of actually speaking to eon I took the call.

During the call it was clear that eon were blaming me for the error

when I tried to question the eon employee I was promptly told to "shut up!"

I was amazed and voiced my disappointment at which point he hung up on me

I put in a formal complaint and was initially told that no complaint could be made until the debt was paid.

This is clearly not correct.

After a few more months I finally got a complaint registered.

No action was taken it was escalated to the ombudsman.

Whilst the ombudsman were reviewing the complaint an eon representative arrived at our home to fit a prepay meter.

We were charged over £200 for this!

When we finally heard from the ombudsman all they said was that they were closing the case as eon would not supply the recording of the phone call and as such there was not enough evidence.

I was far from happy and called eon several times only to be told on several occasions that as I have gone though the ombudsman then eon will no longer speak to me. I asked again to set up a payment plan and again was told this is not possible.

I contacted the ombudsman only for them to say that the case is closed and they can do no more

After numerous more attempts eon still refused to speak with me until I eventually put a post on social media.

They then contacted me demanding that I pay up.

Finally, after several more calls one lady actually agreed to a payment of £120 per month

By this time our debt had amounted to almost £2000!!!!

Still no apology and no resolution to, what I see, is their mistake

All I wanted was an apology and a payment plan and now we are in a huge debt with them.

I am not happy to have to pay all the charges that they have added whilst in dispute and cannot begin to describe how frustrating this had been over the past 3, YES 3 YEARS

My question is,

do I really just have to shut up and pay up or is there any recourse or action I can take?

were you putting money aside each month during all this to pay whatever you were using rather than letting this amount grow, expecting it all to go away?

theres nothing that stopped you from paying this sum to them regardless to a payment plan being in place or not.

as for the phonecall etc, you should have sent an sar and gotten ahold of it.

Thank you for such a swift response

Yes we have the funds to pay them but there are hundreds of pounds of charges that I am not willing to pay as it was in the hands of the ombudsman at the time

It is the principle that is in dispute and the fact that they have made it so difficult to sort this out.

I have stated to them that when an apology is received along with a full breakdown of charges then I will review and pay

but they will not supply any information or apology.

I spent months trying to speak with them on the phone,

by email and social media and they refused to discuss my account as it had gone through the ombudsman, even after the case was closed.

I am happy and willing to pay what I owe but not the charges.

then SAR them

workout what you owe and pay it

though ive a feeling the pre payment meter is already loaded with your debt?

your issue is using the phone

never ever talk about your debts to anyone on the phone without recording the call

else simply say writing only and put the phone down.

I tried the writing only and they refuse every time. I will try the SAR

We have prepay for electricity but not gas yet and are paying £120 a month on the meter. This does include the electricity debt but not the gas

Thanks for your advice

well tough on them

writing only.

else you've no papertrail and you hit the brickwall you have as the Ombudsman hits a brickwall as you cant provide the info required to help you.

Hi Splitty13,

Sorry to hear about the problems you’ve been having trying to set up your payment arragment.

When it goes to the Ombusdman it’s then out of our hands and we won’t be able to discuss the complaint.

If you wanted to set up a payment arrangment with us, we should of spoken to you about that and helped you to set one up, I’m surprised we asked you to pay in full, please speak to credit operations to check the arrangement is fully in place.

Thanks

Amy