[LauraM]

I have a complaint ongoing with Eon Next at the moment and I have asked twice for it to be escalated as I am not getting anyway and I have been told by the Energy Specialist that she is the one who will be dealing with my complaint until it is resolved. I don't understand this as we will not come up with a resolution because she keeps lying and ignoring what I am saying. I am valid to say she is lying as I keep proving my point to the extent where I have had to place a SAR request for a phone call she is making claims about and on receiving it, again shows she is lying.

I am going through a high risk pregnancy at the moment and really need to get this sorted asap. It has gone on far too long - 2 years!

A little back story is that when I was with another company we tried to get a smart meter but the engineer who came out to fit it said there was asbestos in the tin and it needed to go to a specialist team. I didn't push any further as left it with them (and it was then lockdown) and I changed over to Eon Next when my fixed tariff was up. All was fine until I contacted Eon Next in February 2023 to tell them that my meter reading had jumped backwards so I couldn't submit my meter reading. They said someone would get in touch and they didn't. I chased but then it seemed to be working so I could submit readings until July 2024 when it broke altogether (the screen went blank). I chased and chased until we managed to get a smart meter fitted in January this year. I was then hit with a big bill. On disputing it she has now reviewed and rebilled me with estimated energy use back to 2022.

She now hasn't responded to me when I have questioned this.

Any advice would be very much appreciated and thank you in advance.

[meldrewreborn]

@LauraM

Welcome to the forum. Is the big bill as a result of actual readings being used to replace previous estimated ones? Your old bills would be reversed and new bills raised if this were the case.

Alternatively is the billing relating to consumption tate was never billed before -did some months or quarters get missed.

The period between July 23 and January 25 will have been estimated because your meter was non functional for that period. On your bills there is shown on the right hand side an Estimated Annual Consumption (EAC) figure. This is generated through a complicated industry wide system and is supposed to be accurate. But a number of us here (me included) have found that it isn't accurate, doesn't update to changes in consumption level quickly enough and generally over estimates consumption. Under the OFGEM regulation suppliers are supposed to use their own accurate information where it is available. So if you want to challenge this estimate for the past 6 month (it will have been based on the EAC figure) then you need to arm yourself with data on actual (not estimated) readings going back for up to 3 years. Then you will be able to argue the matter.

Ultimately, if your complaint has not been resolved to your satisfaction after 8 weeks you can take the matter to the energy ombudsman. That too takes time.

As it is we can help you on the forum by analysing the back readings and suggesting how to deal with the energy advisor. You can go back over your old bills and look particularly for customer's or meter reader readings. Ignore estimated readings. The more the merrier. However, you have to recognise that Eon Next may actually be correct in their billing - we can't tell - we can't see your account and we only know what you tell us.