EON Account Being Investigated binned all my reciepts!

[clio2010]

Hi

I have recieved a letter stating that i am being investogated for a payments issue (i didnt know there was a payment issue)

basically i have prepayment gas and electricity and there nearly always in credit so i dont see why my account is being investigated and i am not very happy.

[rebel11]

Hi clio

 

Best thing is once you have more details post them, then the guys can advise.

[mrman101]

Have you lost your key or card, and got a universal one from the shop?

 

Sometimes means they are not linked up, so they would be wondering why you are getting credit on your meter, but not making payments on your account.

[seen this before]

sometimes these meters use strip type paper cards,any increase in electricity prices isn't made until the meter has been adjusted and can start to build up arrears.

[clio2010]

It turns out the payments hae been going to british gas and i hae no idea why? the key is eons and i hae been with them 3 years i dont really understand whats going on?

[davehsug]

It shouldn't be a problem Clio. They will make a claim to BG for all of the payments & add them to your account. I presume they have sent you a new key so that your payments will now be correctly dealt with.

Fortunately there are far fewer problems these days than there used to be, especially now that almost all token meters have gone.

[mrman101]

For what both gas and electricity?

[clio2010]

It shouldn't be a problem Clio. They will make a claim to BG for all of the payments & add them to your account. I presume they have sent you a new key so that your payments will now be correctly dealt with.

Fortunately there are far fewer problems these days than there used to be, especially now that almost all token meters have gone.

 

but why have bg got my payments in the first place as i was never with them? a new key is in the post its only for the electric

[mrman101]

It may have been that the original key wasnt the correct one, a lot of the meters are the same, so generally one key would fit all. Or they have put the wrong code in their end, so they are claiming the payments. Did you swap suppliers when you moved in? Severel different possibilities. Just make sure that they either make the claim to BG, or they could end up billing you for the difference.

[clio2010]

the meters were with eon when i moved in,they did recieve my payments once but now the electric ones are going to bg they are putting in a claim against them.

[mrman101]

Had any salesmen at your door? or on the phone? As I say could just be someone putting the wrong key code in somewhere.

[clio2010]

Ive had salesman at my door but not from british gas but come to think of it i have been getting junk mail marked to the householder/occupier trying to sell me there boiler repair and there energy services.

[nottslad]

It can sometimes be an error at the paypoint terminal which causes the key to become 'unbundled' which basically means that the payments you make are no longer associated with the account at the supplier's end.

 

It's quite easy for the supplier to rectify and EON have a specialised team to deal with this, it can however take up to 6 weeks to be resolved

[answer>question]

It's ok though, it's a supplier to supplier issue and E.on will make a Missed Directed Payment claim to British Gas for it. Nothing to do with you really, they were as mentioned probably wondering why no top ups when reviewing your account. I know E.on are doing a lot of database updates for this kind of thing to catch any similar issues. This is a guess but I think this is connected to the prepayment fraud issue so going through prepayment accounts to see if anything dodgy comes up (or in your case, it was something else). As long as you haven't brought electricity from an unoffical source, you have no worries.

[E.ON Company Rep: Malc]

Hi clio

 

I'm sorry you're experiencing these problems but, as others have said, this is a fairly straightforward, albeit long-winded, issue to resolve.

 

As answer>question says, this is a Misdirected Payments issue and there are industry guidelines in place to make sure all legitimate payments are returned to the correct accounts.

 

From what you say, it looks as though we've started the claim with BG and sent out a new key. These actions will ensure your payments are put on to your account as well as resolving the problem going forward.

 

Sorry again for any inconvenience clio. Give me a shout if you need any more info as happy to help.

 

Malc