been a customer since September last year, all good up to now. However there has been no direct debit taken on 1st March as I would have expected. Can this be looked into as I do not want two months coming out next month.
@PVFCpug We are aware of an issue that has stopped a few direct debit payments being taken. You can make a one-off payment online through your online account or over the phone to remedy this. 😊
Sounds to me like an equivalent of the Y2K bug has struck. I love February for this exact reason. I'll summon evil @Beki_EONNext .
Just another guy passing by... The unknown tech way...
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Speaking personally i think this is the wrong advice for as Mr Richard says he can't take the risk of two payments going out. To me this is Eon's problem, and its for Eon to solve not for the customers.
@MrRichard Your missing direct debit payment will not be going out, but the next months one is still in line, so making an additional payment for this month is the best advice to keep your account up to date. I understand that it is a tricky time for everyone in regards to energy at the moment.
@meldrewreborn Thank you so much for your tag and your concerns. I do understand where you're coming from and yes, we could contact the customer to create a separate direct debit however this takes 10 days to validate, which is not ideal for some customers. Sometimes these technical errors do happen but please be assured that our customers will not pay twice if their direct debit has been missed this month and they choose to make a manual payment instead.
On another thread the customer made a direct payment and an automatic message from Eon came back straight away that the missing DD would be taken on 15th and then back to normal on 1 April. That isn't in line with your statement.
Obviously this needs to be sorted quickly. As far as I recall the normal blurb for a DD is that it will be taken on or after a certain date. So one avenue would be to take the DD as soon as possible after the correct date, once it known that the DD has failed. As far as i recall a data set is sent to the BACS organisation the data is verified then enters the payments receipts system and a data set of successful debits (and by inference) unsuccessful debits) returned to the debiting organisation i.e. Eon next. So Eon next would have been in possession of the data very soon after 1 March, and a week on the picture is still confused. A second would be to message all the customers affected that the DD will now be taken on such and such a date.
As far as i recall, the process for DD's is that the debiting body (i.e. Eon next) compile a data set which is sent to the BACS organisation, the data is then verified, then enters the payments receipts /system and a data set of successful debits (and by inference) unsuccessful debits) is returned to the debiting organisation i.e. Eon next. So Eon next would have been in possession of the data very soon after 1 March, but a week on the picture is still confused.
Eon doesn't seem (i'm not in full knowledge of Eon's actions) to have a policy procedure in place to deal with this eventuality. This is where lessons can be learned.
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