City tenants refuse to pay bills over E.ON energy meter mix-up

The situation in Green Lane, Worcester became so stressful E.ON called an ambulance for one customer who was 'at her wit's end'.

After a year some tenants are still not sure whose bill they are paying after 'the wrong smart meters' were registered to various bungalows. 

SICK: L-R Alan, Jane Bamford and Lily say they have all been hit by the E.ON meter mix-up as a complaint is raised with the Ombudsman (Image: James Connell/Newsquest)

Jane Bamford says E.ON called her an ambulance before ending the call when she made comments about the stressful situation. 

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The 58-year-old, who politely turned paramedics away, said it was 'bonkers' they called an ambulance. 

When she gave meter readings she was told it was not her meter to which Miss Bamford replied "it is - it's stuck to my wall".

She has since been told by engineers the meters are mixed up and she is paying her neighbour's bill. 

Miss Bamford is fed-up with E.ON asking her to send '50 photos and videos' of meter readings, especially as engineers had already been out.

IMPACT: The bungalows in Green Lane, opposite St Barnabas CofE Primary School (Image: James Connell/Newsquest)

Miss Bamford said: "They're saying I'm in debt. But it's not my debt. It's a neighbour's.

"What someone else is using - I'm getting billed for. I'm stopping paying my direct debit. I have absolutely had it."

One bill from March 12 to 21 recorded her estimated annual cost as £925 for electricity and £1,027 for gas, well above the amount she is using.

She received a letter from E.ON saying the Energy Supply Ombudsman asked the company to credit £150 to her account as a 'gesture of goodwill for the shortfalls in customer service and inconvenience caused'.

She challenged a call handler on the phone after another neighbour, Alan, was told the problem was sorted.

"It's not sorted," Miss Bamford told the call handler.

"We are paying other people's bills. It's not acceptable. We have all got disabilities."

Alan, a 68-year-old stroke survivor with COPD, said: "I'm stopping my direct debit. I'm prepared to pay for what I use. I'm not paying for someone else."

Alan believes the meters should be removed and new ones put in.

Lily, 54, suffers from depression, diabetes, and migraines which leave her bed-bound, high blood pressure and she is at risk of strokes.

She tried to set up a direct debit but was told she could not because of the mix-up.

E.ON told her debt collectors would be sent to her home.

"It made me feel bad to the point I was sick with stress.

"How am I supposed to pay huge bills like that? 

"All I want to do is pay a bill - but the correct bill.

"This is so stressful. It's awful," she said.

An E.ON spokesperson said: “A thorough investigation is being undertaken as to how this matter came about. 

"Situations like this can take a while to resolve as there are normally multiple parties involved, including other customers and sometimes suppliers.

"We are doing all we can to get this resolved as quickly as possible.

"We are sorry for the inconvenience caused during this time and we will not be charging for any energy costs until this matter is sorted.”