A Customer’s Nightmare—Incorrect Billing and Debt Collection by E.ON

Stories about E.ON’s billing services keep popping up in consumer group forums and on social media, each one recounting various issues that customers have run into with the energy firm. Here are some cases of wrongful billing and debt collection issues that their customers seem to go through on a regular basis.


Chasing questionable debts


An E.ON customer took to a legal forum to express their feelings regarding the E.ON. Lowell, a debt collection agency, chased the customer with an ‘unpaid’ final bill, which was three years old and for their previous address. The alleged debt was questionable, given that the customer was on a prepayment meter.


The firm told the client to request that E.ON write off the debt, but when the customer tried contacting the supplier, they were asked to reach out to the collecting agent instead. This back and forth caused frustration for the customer, who was suddenly expected to pay an estimated bill of £250.00.


Lowell sent a court claim regarding the alleged debt, but the customer argued that they couldn’t owe the supplier because they were under a prepayment meter.


A Directions Questionnaire was prepared for the customer, in an effort to defuse the situation.


One customer advised the complainant to ask for the meter data sheets collected by a third-party service. They indicated that changing meters could lead to a loss of previous records, which is likely the reason for these incorrect estimated bills.

Another complainant streamed several of his calls to E.ON on his YouTube channel. He was under a prepayment meter but found that his account was over £300 in debt to the supplier.


This customer told the company that their debt collection department was harassing him for a bill he was adamant that he did not owe. Additionally, he explained to the customer service team that the property was tenanted during the period in which the debt was accumulated.


He maintained that he had no responsibility for the debt.  After an initial several months of back and forth, and hours spent in YouTube-streamed phone calls with customer service representatives, the bill was voided and his complaint was finally resolved.


Showing disrespect to the departed


Families of deceased customers have also lodged complaints about E.ON. One customer whose father passed away received a massive dual fuel bill despite his father being under the StayWarm tariff. The StayWarm tariff is a fixed price deal, but he allegedly fell into debt with the company.


The issue was only resolved three years later, with the family having to deal with the burden and frustration of unresolved bills and collection notices.


Yet another complainant posted on another online forum about the disrespect E.ON showed to her mother eight months after her death.

The complainant settled her mother’s bills and submitted final meter readings to the energy supplier. She was even informed a few months later that her mother’s account was in credit by a small amount. However, the customer later received a letter saying there was a debt of £31.95 due on the same account, with the representative saying that there were discrepancies on the final reading that had yet to be properly resolved.


The complainant – who let’s not forget, had recently lost a loved one – had to go through all the trouble of resolving this erroneous gas billing issue. Her mother was under a StayWarm discount and had no estate to her name, which could have meant that her children were under no obligation to pay the debt.


These cases and other similar incidents show how some complainants have been harassed despite already being in a difficult situation.


Prepayment woes


An E.ON customer found himself in a dilemma when he unfortunately accumulated debts on his prepayment meter bill. The customer was baffled as he would top up £5 every three days, but only get £2 worth of energy each time.


The customer found himself in a sticky situation, given that he needed to top up his prepayment meter to ensure that he kept receiving energy, but also didn’t want to keep overpaying for it. He had an eight-year-old daughter to keep warm, and going into financial debt to top up £5 every couple of days was not an option for him.


Complaints like these have time and again placed customers in  difficult circumstances. E.ON is still receiving a lot of negative comments from customers about similar issues, and it doesn’t look like the company have put measures in place to resolve customer issues in a more timely manner.