[meldrewreborn]

@Anasa_EONNext

what previous thread? I can only find this one.

Once again forum staff refer the customer back to the ordinary customer services which have obviously failed to get to the bottom of what is causing these spurious billings over an extended period. What makes you think a new digi specialist will do - it’s defeated them so far. It need somebody senior with clout.
@Peregrine my advice is to deal with the complaints team only and then whack in a complaint to the ombudsman as soon as possible. As to payments you are able to distinguish proper bills from the spurious, so only allow those direct debits to stand. Use the DD guarantee to reverse any that are incorrect via your bank.

[Peregrine]

@meldrewreborn

Good advice. I think the time has come to write the ombudsman. No point engaging with customer services.

I posted on the Money Saving Expert Energy forum, which I have been reading for a couple of months now to see if I could find a poster with a similar issue, and nobody seemed to want to touch it. Maybe because presently not a loss(£) issue, maybe because there are multiple other posts regarding Eon billing errors, who knows?

I did find yesterday a fairly older 2022 post somewhere here, (Julie, I thought I recalled) with what appeared to be a very similar issue. Sod's law, when I went back to find it I couldn't.

Hey ho, on-wards and upwards.

Thank you for your support on this, very decent of you.

[Anasa_EONNext]

@meldrewreborn I understand where you are coming from however it is something that needs a deeper look into and even if it was to be escalated or pass onto the Ombudsman you'd still need to go through one of our Digi Energy Specialists.

It's not a quick fix and not an emergency so we can only do so much, as promised I looked into it and advised what the next steps are for the quickest resolution.

The forum is not a side step for escalations I'm afraid, the other post I was referring to was the this one which out lines the issue in more detailsHere @perigrine please keep us up to date with your progress and @Meldrew is correct it's something that does need escalating and you will be in good hands once you get hold of a Digi Energy Specialist and a complaint is raised, that complaint stays open until you have a satisfactory resolution or if you can't agree it will be passed to dead lock where you can go to the Ombudsman 😊

[Peregrine]

Originally Posted by Anasa_EONNext

@meldrewreborn I understand where you are coming from however it is something that needs a deeper look into and even if it was to be escalated or pass onto the Ombudsman you'd still need to go through one of our Digi Energy Specialists.

It's not a quick fix and not an emergency so we can only do so much, as promised I looked into it and advised what the next steps are for the quickest resolution.

The forum is not a side step for escalations I'm afraid, the other post I was referring to was the this one which out lines the issue in more detailsHere @perigrine please keep us up to date with your progress and @Meldrew is correct it's something that does need escalating and you will be in good hands once you get hold of a Digi Energy Specialist and a complaint is raised, that complaint stays open until you have a satisfactory resolution or if you can't agree it will be passed to dead lock where you can go to the Ombudsman 😊

Hi Anasa,

Please advise on how to contact a Digi Energy Specialist.

Thank you.

[meldrewreborn]

Originally Posted by Anasa_EONNext

@meldrewreborn I understand where you are coming from however it is something that needs a deeper look into and even if it was to be escalated or pass onto the Ombudsman you'd still need to go through one of our Digi Energy Specialists.

It's not a quick fix and not an emergency so we can only do so much, as promised I looked into it and advised what the next steps are for the quickest resolution.

The forum is not a side step for escalations I'm afraid, the other post I was referring to was the this one which out lines the issue in more detailsHere @perigrine please keep us up to date with your progress and @Meldrew is correct it's something that does need escalating and you will be in good hands once you get hold of a Digi Energy Specialist and a complaint is raised, that complaint stays open until you have a satisfactory resolution or if you can't agree it will be passed to dead lock where you can go to the Ombudsman 😊

There is only one thread. @Peregrine has been to customers services and raised a complaint already. 8 weeks after the complaint was first raised the route to the ombudsman is open. It is for E.On Next to escalate issues to the appropriate people for resolution, not the customer. E.On Next have had weeks to sort this issue and haven't managed it so far. I always think that for the company it's better to solve issues early on and thus placate the customer rather than falling back on excuses based on "follow this procedure and we'll fix it sometime".

You state that the forum isn't a side step for escalations, but it is a place where the inadequacies of customer services are exposed and highlighted to a wider audience, and if a little more consideration was given to the frustrations of customers by prodding a complaint in the right internal direction, then the interests of both customer and company would be better served.

[Anasa_EONNext]

@Peregrine I've sent you a PM as I advised earlier and on your other thread with some more information about this, the quickest way is to contact us via WhatsApp, Twitter or Facebook or over the phone if you prefer, here is some more info on how to Contact us I can see that prior to this you sent an email which can take a lot longer but we will get back to you, to progress this we have a complaints handling procedure to follow here and we'll be able to have a good look into this again for you this, you can let the agent have a look into your query again or you can advise them you'd like your complaint escalating just pop in all the details that you mentioned on your other thread so you won't have to type it out again - please pop back and let us know how you get on or if you're unsure of anything that's been said once you do get in touch or what you need to do going forward 🙂

[Peregrine]

@Anasa_EONNext

I have spoken to Customer Services, what the initial Eon prerecorded menu message categorises as "Energy Experts". Are Energy Experts the same as Digi Energy Specialists?

I do not use WhatsApp, Twitter or Facebook.

I have emailed hi@eonnext once, and then cc'd them into the emails I sent to unhappy@eonnext. Not one response received.

The last two times I called Customer Services the calls were abruptly ended by Eon's representatives without closing the call, i.e. they hung up. I pride myself in being honest, and will state here, I was neither rude or offensive on the calls, but admittedly frustrated with the lack of comprehension of the issue when considering, presumably, the call handlers have access visually to the customers accounts. So I do feel hanging up was totally unjustified, but also do sympathise with customer services representatives, especially in these times.

Really the give away warning sign that indisputably raises alarm bells that something is wrong is a "Full Credit Refund" without a corresponding Zero Balance (£0.00). I mean, I have read elsewhere customers of energy suppliers, including Eon more than once, posting how they have been refused credit refunds. I guess I am lucky in this regard.

You mention another thread, I do not believe it is mine.

I will this one last time email unhappy@eonnext before I then go to the ombudsman.

Many thanks.

[Anasa_EONNext]

@Peregrine I'm sorry to hear that you are still having issues. Could you let me know what number you are calling please? and are you calling between the hours of 9-5 Mon - Friday? the email address that you have sent your query to will be worked and is the correct process to raise your complaint to then take it to the Ombudsman but it can take up to a week or two before a response.

You say the calls were ended is this after you spoke to someone? during speaking to someone? was the call cut off due to your frustrations? or were you ringing and the call ended without someone answering? The post that I am referring to is your first post that outlined everything you've done so far and the issues you were having. If you could reply back to this post just so that others are aware of the situation in case they are going through the same thing but also if you could DM me I'll be happy to pass on feedback to see what has happened, if you could also let me know the times that you rang, if you have screen shots that would be perfect.

[meldrewreborn]

@Anasa_EONNext @Peregrine

I sometimes wonder whether some of the post on here are a wind up and there is no genuine complaint to be addressed.

Once a direct channel is opened up between the customer and the company the rest of us are left in the dark about what is or is not happening. I'm also at a loss as to why the company cannot get a senior member of staff to contact the customer to resolve the matter quickly, rather than let it drag on through these public messages in which the parties seem to be speaking different languages because no understanding seems to exist.

[Anasa_EONNext]

@meldrewreborn I'm not quite sure what you mean with this one? It sounds like we are not on the same page.

The forum is not a customer service platform but we do step in for emergencies which has been outlined recently, I've reached out to the customer on the Forum, advising everything that he needs to do to get this resolved including feedback of the calls he had had so we can look into this further, I have advised in my post to out line this via the forum so that it can help others in the same situation AND I've also asked him to DM me with further information as this is not something that can be shared with the forum when containing any private information, the customer has also advised that he has resent an email about this query which is following the correct process to get the ball rolling.

I'm sure @Peregrine will pop back on here to let you know the outcome of this and we'll also invite him to share his experience and his journey in getting this resolved. 😊