19 oct 2014 año - Case Study

Descripción:

A client moved into a new property in 2013 and began paying £60 a month by Paypoint towards her electricity supply. In January, the client had been in credit based on an estimated reading. She was then offered a new contract by E.on to pay £50 a month by direct debit. This offer was made despite her receiving a statement on the same date indicating she owed nearly £400, with no up-to-date meter reading. Subsequently, the client received a letter stating her direct debit would be increased to £200 a month. Unable to afford this, she sought advice from Citizens Advice Newcastle.

An adviser contacted E.on and learned that the January bill showing that the client was in credit was based on an estimated reading. A proper reading would have shown that they were not in credit. A later reading indicated that they owed over £600. The adviser inquired why E.on had recommended setting up a direct debit payment lower than her previous amount without an accurate meter reading. E.ON admitted this was poor practice. The adviser also questioned the tariff the client was on and whether it was the best one for her. It was possible she could be on a better tariff, potentially saving £130 a year. However, E.ON stated they needed an up-to-date day and night meter reading to verify this.

The client couldn’t access her meter due to the type of property she lives in. The adviser contacted Your Homes Newcastle to arrange a meter reading and was informed that E.on had previously recorded a reading incorrectly, where a one should have been a zero.

A reading taken in April might have been recorded incorrectly by E.on, and when another reading was provided in October, E.on ignored it because it did not align with the April reading, which E.on admitted was likely incorrect. Upon further review of their records, it was discovered that the client was nearly £500 in credit with E.on and owed no money at all.

The adviser informed the client of this finding and advised her to request a refund. Additionally, Citizens Advice Newcastle offered to make a complaint to Ofgem on her behalf. The client expressed a desire to change suppliers, and she was provided with advice on how to use comparison websites and switch her energy supplier.

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