I'm Deb one of the Community Co-ordinators it's lovely to meet you!
That really is a good question. The reason that we give a discount for direct debit customers is because it is all automated, this means there is less cost involved for us and we can then pass this saving on to the customer. There are some admin costs involved in manual transactions such as card payments etc.
We would encourage customers to pay by direct debt as it is usually the most convenient method and offers a small saving for our customers. This doesn't mean that you have to pay a fixed amount each month some of our tariffs allow for a variable direct debit meaning you can pay for what you use each month and still benefit from the direct debit discount. This isn't mandatory though if customers want to pay manually on receipt of bill then of course that option is still there.
I hope this helps 😊
Out of interest, I have a variable DD on my account (as my original fixed DD couldn't be ported over from Igloo). Eon.next haven't taken any subsequent payments since April. They also haven't billed me since February. I track my own usage as I keep a regular spreadsheet of my usage, so don't have, need or want a smart meter.
I have made two card payments manually and my account is over £500 in credit although I am still waiting for my next bill...almost four months late now.
Will I be penalised for making manual credits because you aren't sending bills or taking my DD?
@retrotecchie
the policy is to bill monthly. On a variable DD they should bill and then collect the DD in the same amount of you bill. Consequently you shouldn’t have any account debit or credit of that size. You should acquaint yourself with the OFGEM back billing rules before trying to get this resolved
Current Eon Next customer, ex EDF, Zog and Symbio. Don't think dual fuel saves money and don't like smart meters. Chronologically Gifted. If I offend let me know by private message, but I’ll continue to express my opinions nonetheless.
Hey @retrotecchie, I'm Deb it's lovely to meet you!
This doesn't sound right, have we not requested any payments at all? If not then it sounds like we may not have billed you. Have you been submitting regular readings? You can check all of the readings we have received and any bills in your online portal where you can log in using your email address associated with your E.ON Next account.
If you notice anything wrong with your billing at all or with your readings etc then please get in touch with our energy specialists who will be able to help get this resolved for you. At the moment there is a bit of a wait unfortunately as you can imagine with the current climate we are a little swamped at the moment so it might be a while before you get a response but you WILL get one so please don't worry if it's not instant 😊 you can find all of our contact info 👉 here 👈
As @meldrewreborn has mentioned backbilling protection is in place and is regulated by OFGEM. Take a look at your account and perhaps check out Back-billing explained - OFGEM to see if you think this may apply to you 😊
Last edited by DebF_EONNext; 15-10-22 at 08:05.
"Green is the prime colour of the world and that from which it's loveliness arises"-Pedro Calderon De La Barca 🌳
It has cost me a fortune in phone calls on hold to the number, and I don't have time in my day to spend hours on the phone to no avail. I don't know what Whatsapp even is or does?! Emails....don't talk to me about emails.
I will wait until it sorts itself out as I'm sure it eventually will, but I think Customer Services have far more important issues to deal with than mine.
@retrotecchie we are aware of the waiting time, and our team have been overwhelmed with phone calls. We do appreciate your patience, we do feedback to the business that we phone lines have long waiting times. We are working on it to solve this matter.
hi my name is helen i have been trying to get someone to tell me when i will get my voucher for the energy i have both key and card meters and im tryin my best to keep my gas going im on income support im only geting 2 to 3 days with a £5 thats heating on 2x for 1hr and hot water for dishes 1 wash for washing machine
Hey Helen 👋
Welcome to the community, I'm Deb one of the Community Co-ordinators it's lovely to meet you! We have issued the vouchers out to customers and they have started to arrive so hopefully it won't be too long now. There may be a slight delay due to Royal Mail strikes so please hang on in there 😊
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