[GFoggo]

Last December I was sent a letter for a court order to pay just over £2000 and now they have estimated another bill for me which is just over £1100.

I made a payment of £200 at the start of this month reducing my bill down from £983.86 to £783.86 and then 12 days later I get another with a £55 call out fee from an E-on debt collector and almost another £300 pound in fuel making my new bill £1111.82

When I first joined E-on last year an engineer never came out to install my smart meters and on the day I signed up I informed them that I couldn't give a meter reading as my gas meter was outside below ground and the meter box is flooded.

As the year went on and I kept saying that they need to send out an engineer to come and check my gas meter. Throughout the year I sent email showing that my meter was flooded but I never actually made an official complaint, because I thought that someone else would get back in touch to arrange the engineer visit. The call centres just let this get out of control instead of helping me work out the correct amount of energy I had used.

I live on my own in a flat so not a lot of energy gets used but I feel like they're going to let this get completely out of control and they'll try and take me to court again rather than help me out.

Honestly, I've lost confidence in this company and would like to get another supplier that would actually send out an engineer and install smart meters so I can just move forward and pay the correct amount for the fuel I use.

Can anyone give some advice on how to make an official complaint and hopefully get this problem resolved?

Thanks

G

[Bennie_R97]

Hey @GFoggo thank you for being in touch about this matter.

I am really sorry you had such an awful experience, we are here to help though. Have you tried to speak to one of our specialist energy by social media ? They are great and full of knowledge.

There are different responsibilities that in a situation are shared, like for example, the meter is our responsibility but the box and pipes are not. Therefore we need to find a way to get all the parties involved. Have you been having gas usage in your flat ? I am worried about the fact that the box is flooded and the gas pipes could be damaged too.

I would definitely go and speak to one of our specialists on social media and ask for an appointment so the engineer can come and assess the situation. Once that has been done, we will have a better understanding on how to proceed.

About the usage, despite the little usage, you are still responsible for daily standing charges.

I hope this is helpful.

Please feel free to comment or if I can assist you in any other way.

Stay safe,
Benedetta 🌈

[meldrewreborn]

Smart meters and flooding are not a good combination. if the site for the meter is flooded I doubt that a smart meter would be fitted. I think you should be seeking to get the location of the meter changed. I presume this is a gas meter we're talking about - yes i see that you've mentioned that. So is the meter reading visible at all? Can you or somebody else actually read it? If you are getting estimated bills its highly likely that they are wrong - either too high or too low. This needs correcting at the earliest opportunity.

Hopefully @Beki_EONNext can assist you.

[theunknowntech]

Unfortunately, if the meter box is flooded, then chances are it's destroyed the meter as well. It's impossible to know how badly damaged the meter is without a full inspection.

Could you post some photos please? I'll try to grab a reading if I can but it's unlikely if the meter is as badly damaged as I'm expecting it to be.

[meldrewreborn]

@theunknowntech

At the moment its a mechanical gas meter that is in the flooded box. It may be rash of me but given the property still being billed (estimated) and there are no complaints of having no gas, I presume the meter is still functioning, although probably not in good condition.

[theunknowntech]

If it's an ultrasonic type, the floodwater would have likely destroyed the electronics and sensors. If it's a diaphragm type, water may have choked the diaphragm and prevented it from operating and probably causing a bunch of rust to slowly build up. Gas can probably just free-flow straight through anyway but I'd say the meter is toast.