[kenthepanda]

hello all,
i'm looking for some advice on how to proceed.
23 months ago eon replaced my meter with a smart meter.
although i didn't notice it seems they did not take a note of the old meter reading and i wasn't billed for a months usage.
this month i received my statement and eon have applied an estimated usage and billed me for it.

this has happened totally out the blue, no warning, no explanation, no calculations from how they worked out the estimate, nothing.

i have of course googled it and from what i can see i am not liable for this as it is over 12 months from usage.
eon deny this, at first because it didn't put my account into debit and now just because it doesn't meet the ofgem criteria for back billing.

i have asked for clarification on why it doesn't meet the criteria but i don't appear to gettind anywhere.
any suggestions on what my next step should be?

thanks in advance,

ken

[meldrewreborn]

@kenthepanda

I don’t believe it!!!!

what to do, complain loud and clear, I expect you’ll win in the end.

[HelenaP_EONNext]

@kenthepanda Hello and Welcome to the Community! 👋

In regards to the estimated reading for when the meter was exchanged, is there a meter reading on the meter exchange tag? (This will look like a yellow sticker or tag attached to the meter) 🤔

Have you had a response as to why the account is not eligible for back billing?

I have also located the thread Back billing - experience and resolution which has a lot of good information around back billing, if you would like to take a look 😊

[kenthepanda]

Hi Helena,
Thanks for following this up.
Yes there is a yellow tag, but there are no meter readings on it.
I can send a picture of this.
It's two weeks now and I have had no further reply to my WhatsApp message or email.
I finish work early on a Friday so I am planning to call customer service.

Thanks,
Ken

[Connor_EONNext]

@kenthepanda that's a shame there's not any readings on the tag. Please keep us updated on how the call goes 😀

[kenthepanda]

Well here are, still not any further forward.
Other than a very pleasant lady who is only relaying messages back to me no one at eon will engage with me on this.
I have repeatedly asked for meter readings, knowing fine well that they cannot provide them, to justify their charges.
The only answer I get is that because my account never went into debit back billing does not apply.
I have asked them to send me the part of ofgems guidelines that states this and they ignore it.

I have now raised it with ofgem and I will be moving my business elsewhere.
As a customer of over 10 years this is a despicable way to be treated, to not even have the decency to interact with me at even the most basic level is disgraceful.
I will be moving my business elsewhere.

[meldrewreborn]

@kenthepanda

not one for OFGEM, but instead the energy ombudsman should be contacted.

if Eon Next did not bill you at all, with either estimated or actual readings then to my mind they haven’t a leg to stand on. If they had billed you with estimated readings, and then updated that months even years later with actual are better estimates they’d be OK.

The outcome will be determined by the facts and if no bills were raised for a period exceeding 12 months then it would seem to be conclusive. It’s natural for the supplier to seek to disprove your claim, but by taking the matter to the Ombudsman the company are no longer judge and jury in their own case.

[kenthepanda]

Originally Posted by meldrewreborn

@kenthepanda

not one for OFGEM, but instead the energy ombudsman should be contacted.

if Eon Next did not bill you at all, with either estimated or actual readings then to my mind they haven’t a leg to stand on. If they had billed you with estimated readings, and then updated that months even years later with actual are better estimates they’d be OK.

The outcome will be determined by the facts and if no bills were raised for a period exceeding 12 months then it would seem to be conclusive. It’s natural for the supplier to seek to disprove your claim, but by taking the matter to the Ombudsman the company are no longer judge and jury in their own case.

Thanks for info, I've been away on hols so will be chasing this up tomorrow which is the 8 week period that I have to allow them to sort it.
I posted a stinking review on trust pilot via their WhatsApp request and had a reply next day saying they were urgently looking into it and would be in touch, but as that was more than 10 days ago and I've not heard a peep from them since, so I'm not holding my breath.
If eon think I will give up and go away they are in for a shock, this has went well beyond being about the money, this is about being ignored and treated dreadfully.

[meldrewreborn]

@kenthepanda

Good for you. I take a perverse pleasure in making complaints, I’ve 3 ongoing at the moment. And I think it’s important for customers to use the complaints process to the maximum to get satisfaction. In regulated industries the regulator can look at complaint levels and topics to take further action against the company too.