Hi

I'm new to the forum and I'd like to ask for some advice please?

I have received a bill from E-On which shows a £436 debit. I pay £59 per month direct debit for a one bed terraced cottage, no central heating, two people both at work for 8+ hours a day etc. I have been consistently in credit for the previous 12 months worth of quarterly bills, and meter readings are provided or taken by the meter reader (ie not estimated).

As you can imagine, I was shocked when this bill came through! They have advised that my monthly direct debit needs to rise to £115. I called through, and it would seem that for the previous 7 years (since Sept 2002) the night/day rates for my economy 7 have been recorded around the wrong way. A fault which E-On have admitted was made by their third party suppliers (data collectors), although I have provided some of these readings over the phone to their own customer services staff. They have since cancelled all charges for the previous 7 years and rebilled me at the correct rate.

I have seen a number of posts on a similar subject, and I was wondering if anyone can advice whether I have any kind of appeal against this? I am in the process of writing a letter of complaint to E-On, which I intend to send recorded delivery tomorrow. I have read some information with regard to back billing for only 12 months, does anyone know whether this would apply? As the meter readings have always been around the wrong way, I can't see how I would have known this even though there is some onus on me to check these readings myself?

Sorry for waffling, but I figure the more information I provide, the more likely someone will be able to help/advise.

Thanks

katedenise:

I have read some information with regard to back billing for only 12 months, does anyone know whether this would apply?

Google for "Code of Practice for Accurate Billing" and the FAQ.

On the face of it I do not think you should be charged for electricity consumed more than 12 months ago. Don't want to discourage you from complaining as soon as possible but I also think its a good tactic to give the supplier an opportunity to agree or alternatively a piece of rope depending on how smart the adviser is.

I suggest a nice phone call refering to the Code and asking for it to be applied. Note the response details, time and date, advisers name, VERY carefully. If not satisfied then write your letter.

Can't be certain as I don't have all the details but on the face of it.......

Hi katedenise

I can well understand the shock this bill must have caused.

What you describe seems to be a clear case of transposed meter readings and as such could well come under the billing code. Can't be absolutely certain without looking at your account but definitely worth raising with us.

I would recommend sending your letter to our complaints section. The contact details are on your bills.

Ask for the billing code to be applied. If it does not apply you will be given a reason for this. If you don't agree with the reason ask for your case to be escalated to a manager.

Really sorry you have suffered in this way and hope this helps a little.

Malc

Hi Malc

I took Jalexa's advice and have called E-On back to ask if the code is being applied.

My account has been passed over to the Billing team to have a look at, and I have been told to expect a call back in the next 48 hours when it has been reviewed.

I have checked online and I have provided 9 meter readings myself since 2007, and as I explained to the very helpful chap on the phone, I can only input these figures into the boxes it will let me put them into (ie the boxes wouldn't accept it if I transposed the readings myself!). I've never had any problems with E-On before and have always considered them to be a very good company with regard to customer service so fingers crossed.

I will await my call back and hopefully I won't have to take it any further but I have the details of the complaints department if I need to send my letter.

Thanks for your advice.

Katie

No problem at all Katie. Sounds as though your case is now being investigated and I hope you are happy with the outcome.

Let me know if you need any more advice. Always happy to help.

Malc