[Spookyville]

We were transferred from Eon to Eon next back in January previously paying bills quarterly. Took my eye off the ball (my fault I know!) and we gas/Electric billed in January then in March then nothing until friday where gas only debited and not electric. I did phone up and speak to someone last month as the electric charge in March seemed really high and was initially told the charge was from Jan to May so how I can be charged for usage that hasn't happened yet I don't know. Got told several different reasons as to what was up and it would be sorted and a new bill issued. So they sent a bill but that doesn't even show on my online statement when logged in.
Was also advised we would be billed monthly as that's how they do it now but not even seeing that on my account when logged in.

I also requested that my meter reading date be changed back the 1st of the month as it was originally with eon and that still hasn't happened despite assurances it would be sorted.

I have absolutely 0% faith in this company to get even the basics right.

[Bennie_R97]

Hi @Spookyville, I am really sorry to hear about your issues with us. I totally understand why bills and statements can bring stress, now more than ever with the rising of living costs.

As you said, there could be specific reasons why this might be happening. I am sorry you have been waiting for someone to reply on this thread, but this community platform has a role to educate, share feedback and let the community members to share their opinions rather than a customer service platform. This is based on the fact that we are a small team and we are not always available unfortunately.

Have you been in touch with our social media team? They support our customers 24/7 and they most likely will be able to sort your query or create a plan that most suits you.

You can find different ways of getting in touch with our customer service through this link.

[Beki]

@Spookyville, @ChrisR, @meldrewreborn

Thank you for your messages and sharing your journey so far with the Community. I must mention, that we are not a customer service platform and moderators are not always around. We are a peer to peer support network and sometimes the best support is asking the user to get in touch with an Energy Specialist; supporting the user in the best way to get the help that they need. Please revisit the Community Values on how to be an awesome member of the Community.

@Spookyville - have you manged to get through via Whatsapp? You can always request a callback too.

@ChrisR - have you asked a question on the Community in the FiT/SEG section? We also have some of our frequently asked questions answered by Graeme from the FiT team.

[meldrewreborn]

@Spookyville

I can understand your frustration. Your post was 21 hours ago as I type this and as no moderator has picked it up I've added a tag so that it comes to their attention sooner rather than later. Most of us here are ordinary members of the public, only Eon next staff can delve into accounts.

Good luck and don't forget to post back with the outcome.

[ChrisR]

Hello Eon...anyone in? Things were a big mess back in March when I gave FiT readings. No change since then obviously.

[Spookyville]

Nearly a week and still no contact from anyone at eon next. Anyone would think they don't give two hoots about their customers...

[meldrewreborn]

@Bennie_EONNext

I added the tag escalated to moderator but that didn't attract any moderator response. I find your eventual response unhelpful personally. It seems to me that many issues are resolved via staff intervention, but sometimes posters are redirected back to customers services Despite it being obvious that the poster has tried that route on numerous occasions without any success. Advising them to do the same again is like a red rag to a bull and i’m Surprised that anyone reading the original post would take that line.

The forum is portrayed as a warm cuddly place where helpful advice is given - except sometimes the advice isn’t helpful and needs to be looked at again.

I call it as I see it, for better or worse.

[Spookyville]

Have tried to call them several times over the past week but sat in a queue for 10 mins plus each time and while at work can't stay hanging on the phone that long.

[Spookyville]

25 mins waiting and got through to someone, however your website went down (customer service person I got through to said system really slow at their end ) and I was unable to login to the web portal. Just about sums up Eon next in a nutshell that.

[Spookyville]

SO was promised a call back by the customer service person when your system was back up, end of the week now and NO callback and none of my queries I brought up on the phone call have been resolved. In fact even worse as the bill for electric from march in the online statement but may from the bill (as they do not tally) has now been credited back to the account. No idea what the hell is going on now.
Back to square one, this company is an utter shambles and joke. Seriously why promise a callback in the first place???