Eon Erroneously put Credit Default on TransUnion and refuse to remove it

[flowjoh]

I have my electricity with Eon and a direct debit set up with them.

They have the ability to raise the direct debit if my energy usage increase. However, when my energy usage went up they instead reported the amount as a credit default to TransUnion. Each week this is taking my credit score down by 10 points (out of 700) which is far from ideal as I'm applying for a mortgage right now. My account with Eon is now in credit after they belatedly raised my direct debit but they are refusing to remove the default.

I opened a complaint about it. The guy said he would get it sorted and call me back in a couple of days. Instead, it transpires, he marked the complaint as solved and obviously never called back.

I called back today and was told that nothing could be done since the complaint was already marked as resolved. I insisted on escalating: instead the lady (whose name and employee id number I have if anyone from Eon is interested) left me on hold for over half an hour until I eventually gave up - presumably her intention.

Am calling again now but fear I will meet the same kind of treatment. Anyone have any ideas on how to proceed?

Go to the regulator for utilities!

Ofgen of whatever it is that's similar?

When I had issues with BG I went to them with evidence if their mistakes, how I tried to solve it and their response.

My refund of £200 was received in 3 days of me contacting them.

I'd been back and forth for 9 months with BG.

Ring them back, ask if they consider that the complaints process has been followed (state why you think it hasn't) & confirm that you intend to go to the ombudsman as you are unhappy with the outcome. If you go to the ombudsman before the complaint has been fully explored or closed by EON, the ombudsman will just close it or refer back to EON.

Make sure EON know this is now an escalated complaint.

Keep notes of all names, times & dates, who you speak to & what us said. Tell them you're doing this - they'll probably realise you're serious if you're writing things down.

If they claim it has been resolved, then ask them for a copy of the recording of the phone call.

Thanks for the responses all. I complained once more and also emailed their CEO email address (you can find it by googling) where the email got handled by a complaints department that seemed to actually know what they were doing. Got everything resolved after a few phone calls with them. Overall a terrible experience with their customer service up to that point; but finally got someone with the willingness and ability to solve the problem. Or at least I hope they have... I will find out for sure at the start of next month when the next report is made to credit reporting agencies.