I was hit with a £900 bill from E.ON’s not-so smart meter »

I modified to power provider E.ON in August 2019 and took up its supply of a smart meter. I assume it put in the dumbest one they’d in inventory.

From the phrase go, the ‘in home show’ has not labored. The engineer stated it might take a few weeks to kind itself out. I rang a number of instances over many weeks and stored being informed it might kind itself out.

In March I was promised a name from the complaints division nevertheless it by no means got here. I have chased it up on quite a few events.

Meter distress: A reader was handed a £900 power bill after E.on claimed her defective smart meter would kind itself out

My month-to-month funds dropped from £123.67 to £17 in March. I rang once more, figuring out this may not cowl utilization. I was informed I was greater than £300 in credit score, which I knew couldn’t be proper because it was estimating the bill.

When I equipped precise readings, my on-line bill was greater than £900.

L. O., by electronic mail.

You started complaining to E.on final November however got the moronic response that your daft meter would kind itself out!

For a ‘cannot be bothered’ customer support response, that is up there with one of the best. When your criticism dragged on, E.on rolled out the Covid excuse of getting ‘restricted assets’. (I am sick to the again tooth of power firms utilizing Covid-19 as an excuse for poor service. Phone, web and electronic mail can all be dealt with by individuals working from dwelling.)

Now, I would like to inform you exactly what occurred however, though I have obtained a normal assertion from E.on, two batches of follow-up questions I despatched haven’t obtained a response.

However, you inform me after my intervention engineers arrived to interchange your smart meter. But the brand new one additionally didn’t work, so that they put in an old-style one.

In the meantime, you paid £700 in two instalments.

E.ON couldn’t get a studying from your authentic smart meter so you got an estimated studying, which resulted in a £204 rebate. A graph you despatched me suggests your use in spring rocketed whereas we have been basking in two months of sunshine and heat.

Your direct debit was then moved again to £125, a higher reflection of your precise utilization.

E.on says: ‘A communication problem affecting the meter and her in-home show meant we have been unable to gather correct readings on her power utilization. Unfortunately this led to us basing her payments on estimated use.’ 

E.on failed to supply compensation. When your contract comes up for renewal, you recognize what to do.

You have YOUR say 

Every week Money Mail receives lots of of your letters and emails about our tales. Here are some about our report on life insurers forcing terminally ailing policyholders to show that they’ve lower than 12 months to dwell. 

My buddy’s spouse was given 18 to 24 months to dwell with therapy and 9 months with out it. The insurer refused to pay out on her life cowl, so she informed them she can be having the therapy and going to the Press. The agency paid out.

N. L., by electronic mail.

My husband had motor neurone illness and died inside six months of prognosis. 

We tried to get a main insurer to pay out on our life cowl, nevertheless it rejected the declare. It informed us it might rethink if we despatched a letter from his advisor.

Okay. Okay., Bury.

Life insurance coverage must be simply that. It is unfair to mislead the policyholder into considering they’ve safety, solely to drag the rug from below their ft at a tough time. 

Laws are wanted to guard policyholders in these circumstances.

R. P., Bristol.

I work within the business and know it’s extremely uncommon for the Financial Ombudsman to rule in a policyholder’s favour with these form of circumstances. 

Always learn your paperwork and be sure to have a full understanding of what you are lined for.

J. D., Southampton.

Some insurers exploit how profitable medical doctors have grow to be at treating most cancers. 

It means you may be identified as terminally ailing, however nonetheless be alive 5 years later. If you should renew your coverage, no agency will cowl you.

E. S., by electronic mail.

About 21 years in the past my uncle was informed he had terminal bowel most cancers. He had a life coverage and obtained his payout a week earlier than he died. 

The easy possibility is to not hassle with life insurance coverage and save as a substitute. Insurers will all the time attempt to wriggle out of paying.

N. M., Manchester.

In December final 12 months I booked a cruise to the Norwegian fjords and took out journey insurance coverage with Staysure. 

I had a colonoscopy on February 14 after a screening check and was informed that I had a tumour. On March 19 I had surgical procedure to take away a part of my bowel.

At the tip of March, earlier than the ultimate cost was due, I cancelled the cruise as a result of my medical future was unsure. 

I put a declare into Staysure for my £920 deposit. It is refusing on grounds that I wasn’t lined for cancellations brought on by Covid.

P. W., Whitstable, Kent.

I’m afraid your declare bought caught up within the pandemic and a mistake was made. When I identified your downside, Staysure instantly refunded the total £920 together with the £65 extra. It has additionally given you £100 as a goodwill gesture.

A Staysure spokesman explains: ‘We pleasure ourselves on doing issues the precise manner. Since the pandemic, we’ve seen unprecedented volumes of buyer queries and claims. 

‘We have labored extraordinarily onerous to make sure the disruption to our prospects is minimal however recognise Mr W. has been impacted. We are assured that this was a symptom of the disaster and never a reflection of our processes.’

Straight to the purpose 

A chimney leak at my aged dad and mom’ home resulted in water injury to their lounge. 

I have been attempting to kind their £1,250 declare with insurer Covea Insurance since July 9, however workers are being unhelpful and obstructive.

J.C., by electronic mail.

Covea Insurance says it goals to ship excessive service requirements however sometimes errors are made. 

which it regrets is what occurred right here. It has now settled your dad and mom’ declare and supplied £150 compensation.


I wish to purchase a new dwelling utilizing financial savings to keep away from being in a chain, then promote my current dwelling quickly after. 

There could possibly be a brief interval when I personal two properties. Would I should pay capital good points tax (CGT) when promoting my present dwelling?

T. B., Essex.

You should not should pay CGT should you promote your present dwelling inside two years of shopping for your new one, based on AJ Bell. 

You should pay the extra 3 per cent stamp obligation in your new dwelling, however you possibly can reclaim this should you promote your current dwelling inside three years.


Virgin Mobile retains texting to say a new Sim card is on the way in which. But it has not arrived and Virgin says it can minimize me off if I do not exchange my current one. I cannot get by way of on the telephone.

A. P., Surrey.

The Sim card was mistakenly despatched to your previous home. A brand new one has been despatched to your present deal with. 

It provides that some name centres have been closed throughout lockdown however prospects would have gotten by way of finally.


I paid for a £1,460 Bertazzoni dual-fuel cooker in June. The retailer, AO, initially did not ship it on the day it promised after which, after arranging an alternate date, didn’t ship an engineer to put in it.

L.C., by electronic mail.

AO has apologised and refunded the price of the engineer. It has organized an alternate answer to attach your cooker.

My sister-in-law has extreme dementia and is in residential care. Post Office Money wrote to her on January 10 to say her £10,240 loyalty bond paying 1.35 per cent matured in 20 days. 

There have been reinvestment choices of 1.35 per cent, 1.4 per cent or 1.47 per cent.

We wrote to say we had utilized to the Court of Protection to take over her affairs and requested Post Office Money to roll her cash over. 

But it couldn’t. On February 18 we despatched the Court of Protection Order and proof of our identities. But it might not settle for our authority to behave on behalf of my sister-in-law.

Her £10,240 is now in a Post Office account paying solely 0.01 per cent curiosity. We have tried, unsuccessfully, to shut this. 

After additional letters and telephone calls, it agreed to just accept copies of our passports, driving licences and council tax payments, topic to their being authorised by our native postmistress. This price greater than £30. We despatched the paperwork on May 29.

We have now been informed the Post Office has a backlog and has no thought when it is going to be capable of deal with this matter. 

To add insult to harm, it despatched a letter, dated May 23, saying my sister-in-law’s signature was required as ours don’t match its data.

Okay and S. J., Norwich, Norfolk.

The Post Office has labored with its banking supplier, the Bank of Ireland, and you’ve got obtained an apology for the poor service. 

The account has been closed and the funds transferred to the account you requested. You may also obtain £250 in compensation.

You inform me that after overlaying the bond curiosity and prices there must be about £150 surplus.

Your beneficiant resolution is to provide £100 of this to the care dwelling to supply extras for residents and £50 to the Salvation Army in Norwich to assist homeless individuals.

  • We love listening to from our loyal readers, so ask that in this difficult time you write to us by electronic mail the place potential, as we is not going to choose up letters despatched to our postal deal with as frequently as ordinary. You can write to: [email protected] or, should you favor, Ask Tony, Money Mail, Northcliffe House, 2 D erry Street, London W8 5TT — please embody your daytime telephone quantity, postal deal with and a separate notice addressed to the offending organisation giving them permission to speak to Tony Hazell. We remorse we can not reply to particular person letters. Please don’t ship authentic paperwork as we can not take accountability for them. No obligation may be accepted by the Daily Mail for solutions given.

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