[yvonnecopeland]

Hi, im on economy 7, my meter stopped working, its a big clock dial one. So my meter stopped at 6pm, i didnt realise until i put my meter reading in, in september 2023 that i was only being charged daytime rate. So i arranged for my meter to be changed and said once it was changed they needed to sort out what they owed me. This has been a long job as the lady i spoke to didnt understand the meter or that i was on economy 7 and couldnt understand that a certain persentage of the energy used from 12 August 2023 to 30th October should have been charged at night time rate, not day time. After the meter was changed all they did was give me the meter change credit and left it at that. After trying to contact the lady, someone else has taken over and i needed to explain it all again. He said he had raised the issue, but when i hadnt had a reply for weeks, i had to contact him again, he said they hadnt got the meter reading from when the meter was changed and would be chasing the company up that changed the meter, how did they do my bill then. This is now beyond a joke, you can see by my bills they have charged me only daytime rate for 2 1/2 months. I think its time to contact the energy ombudsman to get this sorted.

[WizzyWigg]

@yvonnecopeland If you haven't already done so I would put a complaint in by email to the following address unhappy@eonnext.com . Email just means you can keep a track of communications. If your problem can't be resolved within 8 weeks then contact the ombudsman. This link will give complaint procedures https://www.eonnext.com/unhappy .

[yvonnecopeland]

@WizzyWigg Thanks i will email them now.

[WizzyWigg]

@yvonnecopeland Keep in touch and let us know how you get on.

[PeterT_EONNext]

Hi @yvonnecopeland

I'm sorry to hear that you've had an ongoing issue with your bill after your night rate stopped recording on your meter 😔

Have customer services since raised this as a complaint for you and is this now being investigated?

[meldrewreborn]

@yvonnecopeland

you have to have exhausted the complaint process before you approach the ombudsman. I had a complaint about a mobile phone company which went to the communications ombudsman and the same company run the energy ombudsman. The process was slick and fair.

You need to work out yourself what the lack of off-peak recording has cost you. Take the gross peak consumption and calculate from your consumption 12 and 24 months before what the night rate consumption would have been. Work out the difference in unit price (+VAT) and then you have your own assessment of the over charge. Don’t forget to add some compensation for the poor service you’ve had so far.

[yvonnecopeland]

@PeterT_EONNext Hi sorry for the late reply, i believe it was raised as a complaint but i dont know because after 2 weeks i hadnt received any confirmation and went back to kabelo.mosola@eon-next-cabac46b5ea2.intercom-mail.com, who took over from the lady i was originally dealing with, and he said he would look into it. I forwarded the email conversation to unhappy@eonnext.com on the 1st February, how long does it take them to confirm receipt. Thanks Yvonne