By Madiya Shokat, Lynn Clarkson and Sharon Smith, Energy Know How Team
During one of our regular visits to Maltby foodbank I was approached by Mr M. He had an issue with his former energy supplier and wondered whether I could help. I said I would look at the bills and assess them – Mr M agreed to email them to me which he did a few days after. I assessed the multiple bills which were emailed to me from Mr M however I was unable to make sense of the May bill which included all the previous cancellations and re-billing – The September bill clearly re-charged for the standing charges which had previously been refunded.
I emailed Eon a formal complaint detailing my concerns and included a signed consent form from Mr M.
I quite quickly received a response from Eon acknowledging that the bills were confusing however it was their right to correct bills when they had been issued wrong and confirmed that the standing charges had previously been refunded in error and that Mr M should and was now being charged for them.
I suggested that he should not be penalised for an error by Eon staff and that as a gesture of goodwill they should uphold the previous decision to refund them, cancel the £70.00 owing and pay some element of compensation to Mr M.
A few emails were exchanged and Eon offered as a final settlement £130.00 in total payment out of which they would take the outstanding balance and pay Mr M the difference of @ £67.00
I let Mr M make the decision on whether to accept the offer or ask for a deadlock letter and ask the energy ombudsman to rule and he wanted to accept the offer to bring the situation to a quick ending however he did request that his account and personal information be deleted by Eon on conclusion of this matter.
The acceptance and request for deletion of details were conveyed to Eon and Mr M is just waiting for his letter of apology and cheque for the credit balance.
A good outcome that Mr M was happy with.