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    • Write to the IPC complaining that UKPC have not observed the requirements of PoFA . IPC  Waterside House, Macclesfield SK10 9NR Dear IPC, I am writing to complain about a serious breach of the Protection of Freedoms Act 2012 by UKPCM. I feel that as it is more a breach of the Act rather than not just  complying with your Code of Practice which is why I am bypassing your operator. Should you decide to insist that I first complain to your operator, I will instead pass over my complaint to the ICO and the DVLA . My story starts with being issued a windscreen PCN on 8/3/24 which was almost immediately removed and a second  PCN was then  sent by post on 13/3/24  [deemed delivered 15/3/24] which I did not receive and had to send an sar to have that particular mess revealed later  but that is not the reason for my complaint. UKPC then sent a Keeper Liability Notice dated 12/4/24 warning me that as 28 days have now elapsed, I as keeper am now liable for the charge.  This is in direct contravention of PoFA since the keeper does not become liable to pay until the day after the original PCN is deemed to have been given which would have been 13/4/24 -a Saturday ]. Not only does it not comply with PoFA but it fails to adhere to your Code of Practice and is in breach of their agreement with the DVLA. You will be aware that this is not the first time that UKPC have fallen foul of the DVLA and presumably yourselves. I have included copies of both Notices for information. You will realise the seriousness of this situation if this is standard practice from the UKPC to all motorists or just those where windscreen tickets are involved since the Law regarding PoFA is being abused and is unfair to misguide motorists. I await your  response which I understand will usually be within a week. -------------------------------------------------------------------------------------------------------------------------------------------------------I would think that should be sufficient for the IPC to cancel your PCN though  you should await comments from the Site team before sending your complaint. Don't forget to include both PCNs.  
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Hi everyone;

 

I apologise if this thread is long winded, but I will put everthing that has happened in cronological order. Basically, I have lived in my property for 16 months and have never received an electricity bill.

 

Ok here goes:

 

March 2012 I moved into this current property. Eon were informed of this and given meter readings.

 

March 2012 Received a welcome pack from Eon stating they will be supplying my electricity.

 

July 2012 I have not received any bills to date. I wrote a letter to Eon informing them that I have not had a bill and please could they send me one.

 

02 July 2013 (twelve months after my letter requesting a bill) I received a bill from Eon for £1255.47 from 01/03/2012 to 19/06/2013 approx 16 months!!!!

 

11/07/13 I sent a complaint letter to Eon outlining the Back Billing Code. Nothing heard back letter ignored.

 

16/07/2013 Letter from Eon saying please pay bill

 

17/07/2013 Missed call from Eon

18/07/2013 Missed call from Eon

19/07/2013 Missed call from Eon

 

20/07/2013 Still no reply from Eon Re: my complaint so i sent a formal complaint letter/account in dispute letter via email to their director of complaints. Nothing heard email ignored.

 

22/07/2013 Missed call from Eon

23/07/2013 Missed call from Eon

 

24/07/2013 Call from Eon saying I owe £1255.47 and how would I like to pay. I informed them of my complaint and the back billing code of practice. Adviser states he can see my complaint and will investigate.

 

31/07/2013 Threatogram from Eon saying pay up now or account will be passed to debt collectors and will incur further charges.

 

06/08/2013 Formal complaint lodged with OFT.

 

07/08/2013 Another call from Eon asking to pay the bill now! I informed the advisor that account was in dispute and I have lodged a complaint with the OFT. Also stated the back billing code. Unfortunately she had no idea what the back billing code was. She asked why I havent paid the bill in 16 months. ( Because i never received a bill ) WAS GETTING ANGRY HERE!!!! As i pointed out to her:

1 Eon knew i was living at the property

2 I contacted Eon because i had not received a bill

3 I received a bill after 16 months

4 My complaints have been ignored.

Her reply ' so why have you not paid your bill' Because you never sent me a bl*@dy bill. Arrrraggggghhhhhh Apparently after going around in circles like this for 10 mins she will investigate!!!!!

 

I have lodged a complaint with OFT they are pursuing an account that is in dispute and have no idea on backbilling. What do I do :( Please help

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There are EON reps on here so this will be picked up.

 

My advice would be to email [email protected] with your complaint. They can only charge you one year back from the date of the first bill, so back to June 2012. They must then give a payment arrangement to repay this balance over a period of up to a year.

 

Hope this helps?

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Hi Corrections34

 

I'm sorry we've caused you so much frustration.

 

You've done the right thing in contacting our Director's Office. I do know they've a bit of a backlog at the moment but, to be honest, I would've expected them to have picked up your email by now. They will, though, need to refer your Billing Code claim to a specialist team who determine whether or not the code applies.

 

Basically, the Billing Code applies where we're at fault for not sending a bill. In these cases, we'll not bill for any energy used more than 12 months prior to the billing issue being sorted out and a bill sent.

 

From what you've said, it looks as though the period from 1 March 12 to 1 July 12 may well fall under the code. There'll be notes on the account detailing the times you've contacted us and these will be used to help determine the claim.

 

The complaint handler in the Director's Office will liaise with the Billing Code team and you to explain what has happened and what we propose going forward.

 

As nottslad says, once sorted out, we'll be happy to offer you a payment arrangement to spread the remaining balance over a mutually agreeable period.

 

Also, if you're unhappy with the proposed resolution, after 56 days you can refer the matter to the Ombudsman for an independent review.

 

Let me know if you would like me to take a look and talk to our Director's Office for you as happy to do so.

 

Hope this helps.

 

Malc

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Hi malc

 

Thank you for reply. I would be grateful if you could take a look at this for me. I usually pay my electricity bills as and when they come. However I dont have £1255.47 available. I just cant understand how its taken 16 months to bill me. Despite me informing Eon that I had not received a bill. Sorry to keep going on. Im just a tad angry. I would really appreciate your help.

 

Thanks Corrections34

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Hi, I recently had the same problem. Have you checked that your meter has not be miss assigned when it was originally registered by the supplier...basically when a property is built the connections engineer confuse which meter is connected to which property (due in part to developers using plot numbers rather than flat numbers).

Edited by honeybee13
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  • 1 month later...

Hi all

 

Just a quick outline on whats been happening. I complained to Eon on 11/07/13 because they sent me a bill for £1255.47 covering the 16 months I have lived in my current home. I informed them when I moved in and even received a welcome pack. However, I never received any bills. I informed them that they are back billing me hence the complaint.

 

I had a letter from Eon recently stating my complaint is very important to them but they are still trying to resolve it. And they even said I could now take it to the ombudsman!! Today I received my next bill of £224 from June to Oct. The amount now stands at £1479.47. And they are requesting payment.

 

I really dont know what to do about this because this bill is spiralling out of control now. I live on my own and really dont know how I can pay all this money. Its really beginning to worry me. Why is it taking them so long to sort this complaint.

 

Could anyone please give me any advice on what to do?

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Hi,

 

Did you contact them during the 16 month in which you didn't receive a bill (I notice from your earlier post that you did contact them once but then not again for 12 months...I would think this would be seen as insufficient but I hope not)? if not then you are not protected under back billing. I have pasted the basic principles below. You can also find out more at check your meter .com Sorry I can't be the bearer of more positive news.

 

When does the back-billing principle apply?[/b][/b]

Each case is looked at on its own merits; however the 12-month limit for back-billing may apply in these examples when your supplier has:

 

Failed to bill you at all and you have requested bills from them;

Billed you using estimated meter readings instead of valid readings provided by you or a meter reader;

Billed you incorrectly by mixing up meter readings, and failed to act upon information available to put this right;

Failed to do anything about a query or fault you have raised regarding your account or meter and subsequently allowed a large debt to build up on your account;

Failed to reassess a payment arrangement (e.g. Direct Debit) within 15 months, or failed to reassess based on a reasonable estimate

 

The Back-billing principle may not apply if you:

Have been using the gas or electricity supply but have made no attempt to contact the supplier to arrange payment. This includes moving into a property and making no attempt to let a supplier know you are the new tenant or homeowner;

Have willfully avoided payment;

Have not co-operated with attempts to obtain meter readings or resolve queries requested by the supplier. This includes failing to allow access to the property or failing to respond to requests for meter details or meter readings.

Edited by Stevereice
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Sorry, I just amended my reply as I noticed you had contacted them. Did you send the first letter recorded delivery or did they acknowledge the letter...my only thoughts are that it might be touch and go whether they see one attempt as enough...I hope they do, as it is rather outrageous to receive such a high bill!

 

Good luck!

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Hi all

 

Just a quick outline on whats been happening. I complained to Eon on 11/07/13 because they sent me a bill for £1255.47 covering the 16 months I have lived in my current home. I informed them when I moved in and even received a welcome pack. However, I never received any bills. I informed them that they are back billing me hence the complaint.

 

I had a letter from Eon recently stating my complaint is very important to them but they are still trying to resolve it. And they even said I could now take it to the ombudsman!! Today I received my next bill of £224 from June to Oct. The amount now stands at £1479.47. And they are requesting payment.

 

I really dont know what to do about this because this bill is spiralling out of control now. I live on my own and really dont know how I can pay all this money. Its really beginning to worry me. Why is it taking them so long to sort this complaint.

 

Could anyone please give me any advice on what to do?

 

Hi Corrections34

 

I'm really sorry this hasn't been sorted out yet. I've just contacted the complaint handler and asked him to give you an update as to where he is at with your complaint.

 

Don't worry about debt follow up, though. This is suspended whilst there's an open complaint on the account.

 

Sorry again about the delay.

 

Malc

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  • 6 months later...

Hello,

 

I just wanted some more advice on this complaint I have with eon. This companies complaint procedure is a shambles and they are nothing more than bullies that are attempting to intimidate me. briefly, I made a complaint to eon with regard to backbilling on 11/07/2013, this letter was ignored and they continued to harass me for payment. 20/07/2013 made a formal complaint to the complaints Director. Again this was ignored. Thanks to CAG a chap on here called malc investigated my complaint and I eventually received a letter from eon dated 07/08/2013 Informing me that eon are looking into the complaint and will be in touch again with a response.

 

I have heard absolutely nothing from this company with regard to my complaint. I have had two different bills in this time which I have paid. But I refuse to pay a single penny of the £1255.47 until they amend this with the back billing taken into cosideration.

 

Today, I received a threatening letter from eon stating that I need to pay the full amount. They will add a £10 debt collection fee. And also they report to credit reference agencies. This is absolutely disgusting. They have NEVER been in touch with a response to my complaint. It has been ignored and they are using threatening tactics. This account is STILL in dispute.

 

What can I do. Please help

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Time to contact the ombudsman?

 

It looks like this is my only choice. Ive tried their complaints procedure but its like talking to a brick wall. They just ignore me. Ive been on the OFT website but its saying they no longer operate. Who is the best person to speak to now?

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It sounds as if whoever was handling your complaint has closed the case without taking any action.

 

I do worry that as you have made payment they will off-set this against the oldest charges; the billing code permits a supplier to count any payments made towards the under bill.

 

I would strongly advise that you send a letter to eon's CEO Tony Cocker at EON UK PLC, Westwood Business Park, Westwood Way, Coventry, CV4 8LG stating that the supposed debt is in dispute as per the unresolved complaint and that any attempt to add charges or adverse credit history will be disputed and reported to the relevant authorities (OFT and Ofgem)

 

In the meantime, escalate the complaint to the Energy Ombudsman - as the complaint is over 56 days old you are able to do this. State in your complaint to the ombudsman that you set up an account with EON and they sent you a welcome pack (include a photocopy if you can) and that they did not bill you for 16 months, despite you having written to them. You have then complained to the supplier and they have failed to resolve this.

 

Tell the ombudsman that you feel the code of practice for accurate bills (Billing Code) applies for the first four months of the first bill due to the supplier failing to send you a bill; you have not deliberately avoided this and had no communication from EON about any billing issues that would require you to take any action to enable them to send you a bill.

 

As a resolution request that the first four months charges are written off, a sincere apology is issued and a goodwill gesture applied to your account, together with a payment arrangement if you need this.

 

Hope this helps and keep us updated!

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  • 3 weeks later...

Hi everyone

 

I just wanted to update everyone that has helped me on here with regards to my electricity bil.I emailed Mr Cocker and had a reply from a Mr Thompson at the Directors Office. He handled my complaint promptly and kept me informed at each stage.

 

The original bill was for £1255.47

 

£296.96 Was deducted for the backbilling code.

 

A good will guesture was added with a further reduction of £478.51.

 

With a little bit of unpaid usage from previous bills my outstanding balance now stands at £504.58 a total saving of £750.89. I have arranged to pay the balance in two instalments.

 

Thank you all

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