@eonhelp Eon !!

[Syntha6]

Hey guys

 

Our electricity was covered by Eon in a flat we rented,

 

 

the bill was coming in at £72 a month which is very low but nobody was there all day 5-6 days a week etc

 

 

it went on like this for almost 2 years,

 

 

just before we moved out earlier this year Eon are now saying that we were not paying the correct amount

 

 

and are demanding a total sum of £1,300 from her.

 

 

Do we really have to stump up this amount due to their mistake ???

 

Thanks

[rebel11]

Hi Syntha6

 

Welcome to CAG

 

Here are the Backbilling Guidelines:-

 

http://www.energy-uk.org.uk/publication/finish/43-code-of-practice-for-accurate-bills/412-the-code-of-practice-for-accurate-bills-back-billing-for-domestic-customers.html

 

We also have EON Reps (Malc & Helena) on this site who can look into the matter for you.

 

When you took over occupancy did you take a reading?

 

Have you taken a Final Reading? Is it an estimated bill or an actual reading?

 

Please let us know how this is resolved.

[Syntha6]

Hi Rebel

 

No we didn't take any readings ourselves, Eon ofcourse did. It's a final reading.

[E.ON Company Rep: Malc]

Hi Syntha6

 

Hope you don't mind but need to ask a few questions. As rebel asks, during your tenancy, have the bills been based on actual meter readings or estimates?

 

If mainly estimated, I suspect we've sent a catch up bill now we've received actual readings.

 

Did you give us readings when you moved in and moved out?

 

Have our meter readers attempted to read the meter?

 

 

Is the meter inside or outside?

 

Although our meter readers try to read meters a couple of times a year, it's always best to let us have readings on a more regular basis. This keeps things accurate.

 

Without meter readings, we rely on estimates based on the usage history we have for the property.

This can lead to inaccuracies particularly when circumstances change or people move in/move out.

 

There's several ways to send us readings including online via our website, through our phone app, by email or by phone.

Readings can be sent through our facebook and twitter channels too.

 

If the opening and final meter readings are accurate, it looks as though the energy has been used and we'll be looking for payment.

Talk to us if you're struggling with this. We'll be happy to look at setting up a payment arrangement to spread the balance over a more manageable period.

 

The Billing Code rebel mentions applies where we're at fault for not billing a customer.

In these cases, we won't charge for energy used more than 12 months before the billing was fixed.

 

Sorry for all the questions Syntha6. Trying to build up a picture of what might have happened.

 

Malc

[Syntha6]

Hi

 

No no problem appreciate it, as we really would like to know what's happened ourselves as it just seems so excessive for a small flat that was only occupied in the evenings.

 

From just reading the letters it's based on actual readings and yes a reading was taken when moving in and out. The meter is inside and yes there were occasions when they attempted to read the meter some successful some not so.

 

If these are actual meter readings we just want to know why we wasn't informed that we wasn't paying enough sooner. Why was the issue not calculated after these readings were taken ?

 

Thanks

[E.ON Company Rep: Malc]

Hi Syntha6

 

Many thanks for answering the questions I asked.

 

As the bill is based on actual meter readings at the start and end, the energy will have been used.

 

 

Also, as we've read the meter at various times, I doubt if the billing code will apply here.

 

Sorry but need to ask a few more questions.

 

You mention in your first post you were paying £72 per month. Was this part of a formal payment arrangement like a Monthly Direct Debit?

 

If there was a payment arrangement in place, was the account in debit at any time during your tenancy? Your bills will show this.

 

Also, during the 2 years or so we supplied your electricity how many bills, apart from the final bill, were estimated? Again, your bills will highlight this.

 

Was the flat all electric including both the heating and water heating?

 

What type of meter is at the flat? Is it an Economy 7 or another type of multi-rate meter?

 

Look forward to hearing from you Syntha6.

 

Malc

[Syntha6]

Hi Mal

 

It was monthly direct debit, was £52 a month at first but we were told that wasn't enough.

 

It was an economy 7 heater and all bills were estimated.

 

Thanks

[E.ON Company Rep: Malc]

Hi Syntha6 and thanks for replying so quickly.

 

Estimated readings are based on the usage history we hold for individual properties.

 

As all your bills were estimated, they would've been based on the information we already held rather than your specific pattern of usage. It's only by giving regular meter readings that billing can be kept accurate.

 

It looks like it was only when we received an actual reading at the end of your tenancy that the billing/usage was brought up to date.

 

Our Monthly Direct Debits are reviewed quarterly and we let customers know if we think there should be a change. I suspect the increase from £52 to £72 was down, at least in part, to a price increase.

 

All electric properties, especially those with electrical heating, can be expensive. To try and offset this a little, Economy 7 meters are designed to give 7 hours of cheaper off peak electricity at night. This is for all usage.

 

Day usage, though, is charged at a premium rate. As such, it's best to use as much as possible during the cheaper hours. If you weren't doing this, it's likely this will have added to the costs.

 

Sorry Syntha6, I know this is like shutting the stable door after the horse has bolted, but thought it might help to explain higher bills and give you a heads up should you come across Economy 7 meters again.

 

I do understand the shock suddenly receiving a large bill can cause. As I said above, talk to us if you would like to set up a payment arrangement to spread the balance over a more manageable period.

 

Malc

[dx100uk]

if meter readings were sent and taken

 

 

why are ALL the bill estimates.

 

 

 

 

 

 

dx

[rebel11]

Hi Syntha6

 

Send EON a SAR request, it costs £10, they have 40 days to respond, they will send you all the data on the account. It might help you to find out what has happened to cause a possible £1,300 debt.