Eon Debt Recovery

[mrsc1]

I moved into a newly built property in 2007.

There was no welcome pack from any energy company with the usual 'welcome to your new property' bumf, asking me to start a new account.

 

I asked the property developer who the energy supplier was, and on numerous occasions was told that they didn't know, or a transporter company connected you up, dont worry they will contact you, which of course no-one ever did.

 

So I got worried, called British Gas, and just asked them to become my energy supplier.

They seemed to have great difficulty become my energy supplier as they couldn't find my property on any system, and various other problems which I didn't understand.

 

Eventually they did become my energy supplier and I started to pay my bills to them.

I moved out of that property 18 months ago. I still own it, but I rent it out to someone else.

 

At no point when I lived there, did I ever find out who the original energy supplier was whilst I lived there.

The original energy supplier never wrote or contacted me to inform me they were the original energy supplier and ask for payment of energy used.

 

Just a few weeks ago, a letter out of the blue arrived at that address, from a debt recovery agency arrived at that property demanding payment of over £1000, 15% of which was the debt recovery agency fee.

It stated this was being chased on behalf of Eon (the first time I have ever found out who the original suppler was btw)

 

This fact that this debt has accumulated was beyond my control, not my fault at all!!

 

I have attempted to call Eon, to ask if:

1) The debt agency additional fee be wavered as the issue was not caused by me

2) Asked for confirmation of this before I settle any money owed to Eon

3) I be allowed to pay in installments

 

Every time I have called, they say that the debt liason dept is dealing with it, its gone too far and we cant contact them, and they cant contact you.

Ive basically been told I have to just pay it all off to Eon in a lump sum, and call the debt recovery agency and just pay them.

 

Ive asked people in the call centre to get the debt liason team to contact me to try and resolve, only to be told that they cant send messages to that department.

 

That dept shut at 5, im working so I cant call them and they wont call me.

So it seems I will just be taken to court.

 

 

Is what I ask for, which is just to be treated fairly for an issue not caused by me so unreasonable?

Will this end up in court.

Do Eon and the debt agency have the right to do this and treat me like this.

Am I powerless to do anything because it seems so.

 

I really dont know what to do and am at my witts end

[dx100uk]

no dca can add any fees nor have any legal powers

if EON want their money or wanted to investigate the truth

then why did they not do it years ago

 

you cant be billed now this late anyhow.

 

ignore them.

 

dx

[Phil2287]

Hi,

 

I work in the energy industry (don't lynch me!!) for one of the 'Big Six' suppliers - handling complaints and what not. So, here goes...

 

There's a general rule within the industry that we have the legal right to back-date any balances under Ofgem stipulations for 2 years, but most suppliers choose only to exercise a back-billing policy of 12 months. However, I'm not sure what their policy is on chasing debts that they cannot initially attribute to an individual/company except further down the line, after employing a TRAG (tracing agency) who probably checked the land registry.

 

When you moved in its perfectly normal for people not to know who supplies the property at first - but also very confusing for them! If you were not contacted at the address with a bill stating 'Owner/Occupier' for any period at all (Eon will keep records of what was sent and when for their own case files should it extend to the Ombudsman) then what I'd do is call Eon's complaint specliasts on 0845 300 6301 and ask to register a formal complaint. New industry guidelines mean they HAVE to provide you with a complaint reference number, offer you a copy of their complaint procedure'

 

The complaints team would usually then re-call the file from their collection agency, and arrange the remove of any default against your credit file - which is usually sent as a 'mass load' every 28 days to be updated with the credit agency.

 

They can then place the account into dispute and arrange an investigation.

 

How successful you are in getting through the initial hurdle of trying to raise a complaint will depend on the competence of the customer service agent you initially speak to. If unsuccessful, hang up and re-dial!

 

If you get nowhere at this stage, shoot right to the top:

 

Write to the Customer Service Director at E.ON, PO Box 9069, Nottingham, NG1 9BU, or alternatively email the Director of Customer Services.

 

If you have followed each of the above steps and they have still not managed to resolve your complaint within 8 weeks, you can contact the Energy Ombudsman on 0330 440 1624.

 

I deal with this day in, day out and I can see no obvious reason from what you've said above that they cannot easily establish the date you purchased the property and any record of readings they hold, and the date you transfered supplier and what the readings were at this time (D86 flow on their records) to establish any monies owed - then set up a long term payment arrangement. Usually the same amount of time it has taken them to realise - so you're talking 24 months at least. Or that's what I'd grant you if I dealt with your case.

 

Hope this helps!!

 

Phil

[dx100uk]

legal right to back-date any balances under Ofgem stipulations for 2 years.

 

used to be 2 yrs changed to one a couple of years ago.

i point you to page 1 of the doc i attached

 

the rest is very good advice and help thank you.

 

dx

[2Grumpy]

Having switched to BG more than 18 months ago, I don't see how you can owe anything to EON with a limit of a year on back billing ...

 

EON probably don't know that BG are involved

[mrsc1]

Fantastic advise guys, thanks very much for taking the time to help out.

I have actually emailed their complaints dept twice, no reply as yet!

 

Called Eon again since starting this thread, got nowhere, the supervisor I spoke to could not help as he said it had gone too far down the line for his dept to help.

 

Said it was the debt liason dept that was dealing with it, and I would have to call back when they are open. Of course I cant call during the day due to work, so asked how am I supposed to deal with it.

 

The guy said he would get that dept to call me today.

No call so far, dont expect they will do either, as been told last three times I called that soimeone would call me, only for them to not call me !

 

Think I will write to the Customer Service Director.

Only problem is that the debt recovery agency deadline date which is fast approaching, say if the date actually passes, will start court proceedingsagainst me.I wont get a response from the complaints director before this deadline.

Guess i'll end up in court.

Eon dont seem to be able to help me or call off the debt agency.

So do I ignore them and await a response from the Customer Service Director, or keep calling Eon on a daily basis hoping that I get lucky and get someone who is willing to think outside the box and help me

[Phil2287]

Mrsc1,

 

It's no problem at all. As I say, I work in the industry so it would be negligible of me to read your post and just ignore it.

 

I'm sorry to hear of your trouble with Eon, although not at all surprised. The problem when you call through to the call-centre is that due to their high attrition numbers in call centres, the level of experience is vastly different from agent to agent, and therefore the quality of advice you receive is largely dependant upon who the call is routed to.

 

Most agents are helpful and perfectly competent. The odd one or two, however, arent remotely interested and will gladly fob you off as it's too much hassle to deal with you enquiry.

 

To answer an earlier post, the liklihood of Mrsc1 still having a balance will be down to the dates from which she took ownership, and the usage calculated/recorded from those dates, to the date of energy transfer and amendment of 'shipper' on the national registers, and/or with Transco or the IGT company.

 

So - my advice wouldn't be to ignore their correspondence, but to fully engage with them at every opportunity - and as often as possible until resolved - to show your determination and the fact you won't be letting this go.

 

I know you work during the day, so why not drop an email to the Customer Service Director? Also, most companies have contact details on the internet that are posted by other members of the public that the companies would rather not make public - like Directors, Customer Relations teams, etc. Have a look for some for Eon.

 

Keep on asking to make an official complaint. It shouldn't matter which department your enquiry is 'sitting' in - the fact is you have a right to register a complaint. Mention, on the phone call that you have spoken to a solicitor, the CAB, and approached the Ombudsman. These are key words that the agent is trained to listen out for as an indicator that your complaint is likely to escalate beyond the company, to the Ombudsman. For each case that reaches the Ombudsman, the company is charged a fee before the issue of any liability even arises, and it also shows in their complaint league-tables (so they'll do almost anything to avoid that, if in the wrong).

 

If you have any more specific questions for me, or anything else you want me to clarify, just let me know.

 

All the best with it!!!

 

Phil

[2Grumpy]

Fantastic advise guys, thanks very much for taking the time to help out.

I have actually emailed their complaints dept twice, no reply as yet!

 

Called Eon again since starting this thread, got nowhere, the supervisor I spoke to could not help as he said it had gone too far down the line for his dept to help.

 

Said it was the debt liason dept that was dealing with it, and I would have to call back when they are open. Of course I cant call during the day due to work, so asked how am I supposed to deal with it.

 

The guy said he would get that dept to call me today.

No call so far, dont expect they will do either, as been told last three times I called that soimeone would call me, only for them to not call me !

 

Think I will write to the Customer Service Director.

Only problem is that the debt recovery agency deadline date which is fast approaching, say if the date actually passes, will start court proceedingsagainst me.I wont get a response from the complaints director before this deadline.

Guess i'll end up in court.

Eon dont seem to be able to help me or call off the debt agency.

So do I ignore them and await a response from the Customer Service Director, or keep calling Eon on a daily basis hoping that I get lucky and get someone who is willing to think outside the box and help me

 

Send an email to the debt recovery people (who are they?) saying that the account is in dispute and that you don't believe that you owe anything to Eon because BG is your energy supplier.

 

Do you have any bills with meter readings on from Eon or is this being done entirely from their estimates?

[E.ON Company Rep: Malc]

Hi mrsc

 

I'm really sorry for the poor responses you received when you've called in about this. Some of the comments/statements you describe are just totally wrong

 

Have to say, the advice from phil2287 is spot on and there's not too much I can add. Thanks Phil.

 

Just a few supplementary thoughts.

 

Going to the Director's Office is definitely the correct route. There's more information about our complaints process and the Director's Office on our website at the following link.

 

http://www.eonenergy.com/At-Home/Contact/Complaint/Complaints.htm

 

I fully understand the difficulties contacting us whilst you're at work. The Directors Office is open Saturdays until 4pm if this helps.

 

A complaint will be raised and kept open during the investigation. Whilst there's an open complaint on the account all debt follow up will be suspended. As Phil says, if after 56 days, you're unhappy with the resolution proposed then you can refer the matter to the Ombudsman for an independent judgement.

 

To speed things up a little, ask for the complaint to be backdated to the date you first raised this issue with the Call Centre. There'll be a record of your initial call in the account notes.

 

There are sometimes difficulties setting up accounts for new builds. Often due to the lack of information all energy companies tend to receive from certain builders/developers.

 

This can lead to delays in sending out bills. However, before a case is referred to a DCA, there's usually a number of attempts to contact the customer. This includes bills, letters, phone calls and sometimes home visits. If we've not done this then we're certainly at fault. Again, details of any attempted contact will be recorded in the account notes.

 

As others have said, The Billing Code may apply here. If it does, then where we're at fault for not billing a domestic customer for energy used more than 12 months ago, we'll cancel any charges older than one year.

 

Each case is looked at individually and a judgement made as to the particular circumstances.

 

If, after a full investigation, it turns out you do owe us something; then this can be spread over an agreed period. We usually follow a similar path to Phil and would be happy to spread this over a similar period it took us to sort this out.

 

Hope this adds a little to the excellent info already posted. Give me a shout if I can help further as will be happy to do so.

 

Malc

[mrsc1]

Well its been a while but Ive made a little progress.

Going to the Director's Office certainly moved things along, as I started to get some correspondence with people that seem a little more equipped to deal with such situations.

 

Now as I see it, the Backbilling document, points 7, 8 & 9 apply as at no point during the 4 years I lived at the property in question, was I ever aware Eon were the energy supplier.

 

The property developer couldn't (or wouldn't as the relationship between us was a little sour) tell me who the energy supplier was. When I called British Gas to ask them to become my supplier and deal with the situation for me, they couldn't even find my property on the system let alone tell me who the energy supplier was.

 

Eon must have known they were supplying the property, and could have at any point, written to the property, visited the property etc. They never did !

 

Yet Eon remain adamant that the backbilling document does not apply in this case as I never informed them in the first place that I resided at the property, and that I wished to open an account in my name for that address. This they have repeated this to me twice now.

 

And I have repeated back to them twice now that I never knew the were the supplier, therefore I couldn;t have ever contacted them. This they seem to be conveniently gliding over in the respones I have recieved from them upto now.

 

It just seemed impossible to find out who the energy supplier was and was quite a frustrating time.

Which is why I reached the point of just asking British Gas to sort it for me.

 

Even when British Gas eventually sorted whatever the issues were out and took over the account, Eon still did not write or visit the property or inform me that I owed money to them for energy used.

 

The fact that it took so long for them to resolve is their fault.

Im not sure what else I could have done !

 

The elec bill was for date: 11/2007

and the gas bill was for date: 06/2009

Taking all this into account, I think the backbilling doc, points 7, 8 & 9 do apply.

Am I correct ??

 

 

They also stated that they would let me pay so much over a 12 month period.

If in fact the backbilling doc does not apply, then the amount and the period does not suit me.

Too much over too short a period.

I have requested that if I do in fact have to pay, that I should have some say over the terms.

I have the right to do this dont I ??

 

Thanks all

[2Grumpy]

Regardless of how long Eon say you have to pay for, I think that the amount outstanding will be open to negotiation

 

If you were getting their bills you would no doubt have switched suppliers or tarrifs and would be on their lowest rates (or better). I suspect that they will be trying to chaarge you at their highest rate.

[mrsc1]

Well, the latest is, the backbilling doc does not apply and thats that!

It doesnt apply because I didn't inform them that I lived at the address and required an account.

 

Even though on several occasions I have explained I couldn't find that information out, no matter how hard I tried.

According to them, it is my responsibility and is not the responsibility of the energy to supplier to contact me or to inform me that they are the supplier.

Even the fact that it took years for them to sort it out, it is still all my fault, and due to my failiings that it got to this stage, according to them.

 

They have also said that they are unable to extend the period (12 months) that I am allowed to pay them back, even though I cant afford those payments.

 

So they are denying any responsibility, and are unwilling to let me pay back in such a way that I can afford.

 

No apologies for getting the debt agency involved, or for any stress caused. Just bully tactics.

 

Fed up, p'd off and angry to say the least.

Got nowhere to turn and no solution.

 

Guess its either take them on with legal representation, or contact the ombudsman

[jackisback]

I am also in the same boat as you with E-on who have done exactly the same to me as they have done to you but my bill is for over £2,000 dating back to 2005!!!

 

They have given me the same answer as you - so I have demanded a deadlock letter to enable me to progress my complaint with the ombudsman - surely the ombudsman will realise that E-on are incompetent??? Why should we have to pay for E-on's poor business skills and huge mistakes???

 

I think you should progress your complaint to the Ombudsman - or has anyone else managed to tackle them with legal representation and win recently?

 

Good Luck and i'll not be far behind you - so please keep us up to date mrsc1.

[2Grumpy]

Well, the latest is, the backbilling doc does not apply and thats that!

It doesnt apply because I didn't inform them that I lived at the address and required an account.

 

Even though on several occasions I have explained I couldn't find that information out, no matter how hard I tried.

According to them, it is my responsibility and is not the responsibility of the energy to supplier to contact me or to inform me that they are the supplier.

Even the fact that it took years for them to sort it out, it is still all my fault, and due to my failiings that it got to this stage, according to them.

 

They have also said that they are unable to extend the period (12 months) that I am allowed to pay them back, even though I cant afford those payments.

 

So they are denying any responsibility, and are unwilling to let me pay back in such a way that I can afford.

 

No apologies for getting the debt agency involved, or for any stress caused. Just bully tactics.

 

Fed up, p'd off and angry to say the least.

Got nowhere to turn and no solution.

 

Guess its either take them on with legal representation, or contact the ombudsman

 

Definitely escalate to the energy ombudsman, but if you do end up paying for many years of energy, I would try to be robust with them.

 

Try contacting their MD, demand to know how this is your fault. Demand to know why they billed an insolvent builder for so long and without receiving any payment without writing to "the occupier".

 

Demand proof that they were trying to bill the builder

 

Why they chose that moment to contact you

 

Why the first contact was from a DCA

 

Why they are adding charges

 

Why they are charging at the most expensive rate when if they had contacted you earlier you would have switched tariff / supplier

 

That the breakdown of charges for supply over the years (after taking into account seasonal variations) is fair when taking their price rises into account.

 

Obviously you will need very detailed information of their rates over the years from them

 

I would not take their initial demand at face value

[2Grumpy]

And an explanation of why they can only give 12 months to pay what has been their 5 year error. It is their choice.

 

Presumably they have provided proof that they are the correct supplier and not just taking advantage of a customer without a supplier -given that any company can charge for the electricity

[2Grumpy]

There are other threads that have appeared recently about E-on doing this - it smells fishy to me ...