Hi Roadking

Sorry for the late reply but have just returned from holiday and neither myself nor Helena work weekends.

Helena and I don't monitor the forums all the time but we do have agents available to help in our absence. We're always happy to help any time we're around but for urgent requirements/queries when we're not in the office, I'd recommend calling one of the help lines as noted on your bills.

I've also received an email from you which I've replied to. However, from the info provided, I'm afraid it's very difficult to shed any light on this particular matter.

If you let me have more details, I'll be happy to look into this further for you.

Malc

Dear Roadking,

Good luck with your case. You probably need to complain & claim and if necessary, go to the Energy Ombudsman.

I am currently taking a third case out againt First Utility. They do not seem to learn from their mistakes. So far I have received £150 compensation & £50 compensation. This time I hope it will be even higher. I see in the press that OFCOM has just fined Tiscali-TalkTalk £3m for sending out 62,000 incorrect bills.

Hi Roadking

I've emailed you this morning regarding the actions taken on your account during my absence from the office.

The account has now been updated correctly and billed accurately. I'm sorry for the time taken to sort this out and for the anxiety caused by the delay resolving this matter.

If you remain unhappy with the actions taken, you're free to refer the matter to the Ombudsman once 56 days have passed since you first raised this with us as a complaint.

Let me know if I can help further as will be happy to do so.

Malc

Roadking:

As I have stated previously these events have reduced me to tears of frustration and worry and I would like to receive at the very least a letter confirming that Eon have messed up and an apology.

If you have complained formally as you indicated in a previous post, and the call is a response to the complaint, and you remain disatisfied you are entitled to escalate the complaint in accordance with the Eon complaints procedure.

You are the sole person to decide whether or not you are satisfied. If you remain dissatisfied when you receive the "final response" or after 8 weeks, whichever occurs first, you are entitled to ask the Energy Ombudsman to consider the complaint. That service is free to you and something the energy supplier hates.

You should make sure that Eon are aware that their treatment has reduced you to a wreck and that you do not consider it likely that an outcome without an ex-gratia compensation element will satisfy.

So today I receive a call to let me know that my revised bill is available to view, I ask if the credit from the old meter has been applied and no it hadn't. The caller then went on to say that I could save money by switching to one of the online accounts, my response to that is that according to a letter you sent to me in January I am already on that. Again it appears that someone switched me to a standard rate without my knowledge. I am awaiting yet again a revised bill.

As I have stated previously these events have reduced me to tears of frustration and worry and I would like to receive at the very least a letter confirming that Eon have messed up and an apology.

Hi Roadking and sorry for the late reply. I've been out of the office quite a bit recently.

I'm really sorry you've had these difficulties following the meter exchange at your new home. I've received the email you sent and have taken ownership of the complaint personally. I've sent one reply and will contact you again later today.

As I said, the difficulties arise mainly from the delay in receiving info following the meter exchange. This has had an impact on other parts of your account. However, I've already chased this information and will continue to do so until this situation is resolved.

Malc

Roadking:

After a very heated discussion I have given them 10 days from today to sort everything. No other company is able to reduce me to tears and to make my asthma worse but Eon manage it very effectively.

Is there anything else I can do?

See my other posts. Take a zero-tolerance approach to service failure and use the formal complaints procedure, easily accessible on the Eon website.

EON have a rep called Malcolm who visits this site to help out if they can.

If you want to, you can email them. WebForumAdvisors@eonenergy.com

If you email for the attention of Malcolm titled Moneysupermarket post 17/5/11 EON have reduced me to tears, I am sure that he will try to help you.

I think that is the next step. This needs investigation to see what the problem is. I suspect that the changes have not been correctly applied by EON, so their computer is saying NO.