[Prettyeyez]

Hi All,

I’ve just checked my account online and it shows that I’m on a variable payment depending on my usage.

I have not changed or agreed to change anything as I’m on Next Assured Fixed 15m v1 until the 1st July 2025 paying on the 17th of each month. It still shows this as my current tariff.

However, my account is also showing variable monthly payment and payment to be taken on the 1st of each month.

This must be some sort of a glitch as this doesn’t make any sense.

Has this happened to anyone?

Deborah

[retrotecchie]

@Prettyeyez

It sounds like you are on a variable monthly direct debit where you pay your bill in full every month, rather than a fixed direct debit where you pay the same every month but end up in credit during the summer and possibly in debit over winter.

It's just the payment method, not the tariff itself.

My payment is calculated on the 1st of the month when I submit my meter readings, but usually taken around the 15th to 17th, depending on what day of the week the DD goes out.

[Prettyeyez]

Originally Posted by retrotecchie

@Prettyeyez

It sounds like you are on a variable monthly direct debit where you pay your bill in full every month, rather than a fixed direct debit where you pay the same every month but end up in credit during the summer and possibly in debit over winter.

It's just the payment method, not the tariff itself.

My payment is calculated on the 1st of the month when I submit my meter readings, but usually taken around the 15th to 17th, depending on what day of the week the DD goes out.

Thanks for your response. I’m not on a variable DD as my current tariff is a fixed tariff as mentioned above which is due to end in July this year. I never chose or have ever chosen a fixed tariff. I haven’t changed anything so I don’t understand why account it now showing 2 different tariffs at the same time. This doesn’t make any sense. I cannot speak to eon over the weekend so will have to wait until Monday for further clarification.

[retrotecchie]

I'm on a fixed tarrif but have a variable DD. They are not mutually exclusive. A phone call to customer services is your best bet to find out what might be the cause of the confusion or erroneous information. 👍

[Prettyeyez]

Originally Posted by retrotecchie

I'm on a fixed tarrif but have a variable DD. They are not mutually exclusive. A phone call to customer services is your best bet to find out what might be the cause of the confusion or erroneous information. 👍

As mentioned in my message above I will be contacting them on Monday.

For the last 10 years I have never had a variable DD and my DD dates have never changed without my consent.

I will be checking this on Monday as this is a mistake.

Thanks for your input.

[meldrewreborn]

@Prettyeyez

perhaps you account has been transposed with that of another!

[Prettyeyez]

Originally Posted by meldrewreborn

@Prettyeyez

perhaps you account has been transposed with that of another!

This maybe true. Hopefully, I will get some answers and have things sorted out on Monday morning.

[doverboy]

Sorry, just to add my twopenn'th (but of course phoning CS is always a good idea if there's a problem) ... I think 'tariff' (what you pay for each unit) and 'payment type' have been confused.

@Prettyeyez - from what I have read you are on the fixed tariff Next Assured Fixed 15m v1, but you are on payment type variable direct-debit for some reason, like @retrotecchie and me, where you pay each month for what you've used in arrears. I suspect your latest bill must have been a shocker and although your usage and debit balance may have been high, you expected your next payment to be the fixed direct-debit you had previously been on.

As your next payment is due on the 17th E.ON Next have time to correct the error and to apologize for the distress caused.

I don't know why this may have happened but if E.ON Next have determined that the usage is higher than that anticipated they may wish to change the fixed direct-debit amount, but this should be open to negotiation.

[Prettyeyez]

@doverboy Thanks for your input. After speaking to the 3rd customer specialist, I was able to have my issues resolved.

The 1st two advisers did not have a clue and were reading from a script as they kept repeating themselves and didn’t listen to me. They also couldn’t explain what had happened to my account as they dismissed what I had said and started talking about something else.

The 3rd time I called I spoke to a more seasoned adviser and they apologised for the stress this caused me and has raised a complaint and feedback for further training. He was able to set my payments to how it was before, monthly fixed DD.

I also asked him why I was seeing monthly variable on my account and he was honest enough to say he didn’t know either, it must be gremlins. However, he did listen to my concerns and resolved my issue.

It just goes to shows that if you speak to an inexperienced adviser, this could result in high blood pressure as my blood was boiling.

Thanks to all for their input. I’m just pleased that things have been resolved.

[doverboy]

Originally Posted by Prettyeyez

@doverboy Thanks for your input. After speaking to the 3rd customer specialist, I was able to have my issues resolved.

The 1st two advisers did not have a clue and were reading from a script as they kept repeating themselves and didn’t listen to me. They also couldn’t explain what had happened to my account as they dismissed what I had said and started talking about something else.

The 3rd time I called I spoke to a more seasoned adviser and they apologised for the stress this caused me and has raised a complaint and feedback for further training. He was able to set my payments to how it was before, monthly fixed DD.

I also asked him why I was seeing monthly variable on my account and he was honest enough to say he didn’t know either, it must be gremlins. However, he did listen to my concerns and resolved my issue.

It just goes to shows that if you speak to an inexperienced adviser, this could result in high blood pressure as my blood was boiling.

Thanks to all for their input. I’m just pleased that things have been resolved.

Hiya @Prettyeyez ... I've emphasized your last sentence. I was just the last of three, the first two commenters were the experienced ones 😊.

I'm very pleased things have been put back in place and I appreciate how wrong advice or misdirection can make things worse, stoking the fire as it were. It happened to me only this morning with E.ON Next but that's another story.

You are quite right in that the Energy Specialists seem to be a mix of new inexperienced staff and those who have a lot of knowledge, I try to remain understanding and respect the newbies. What I do do though is follow up poor or wrong advice with a complaint, as you did, they have to deal with that properly. I expect an offer of compensation for 'a poor customer journey', they recognize that this is in recognition of the fact of their failure to provide adequate customer service. ❤