[GSimpson]

Originally Posted by Craig52

@GSimpson They've not answered any of them (phone calls)

Craig, if you don't hang on for at least 45 mins there's no chance of them answering the phone. It appears you're being ignored on here too.

[Craig52]

@GSimpson I'll try against n on Monday but after that I'll be cancelling my direct debit and contacting the ombudsman to escalate

[meldrewreborn]

@Craig52
customer services have been overwhelmed with queries many of which didn’t need to be asked if people were more patient

[meldrewreborn]

You can reclaim your DD if the supplier is claiming an incorrect amount - which arguably they are. Contact you bank for an instant reversal.

[GSimpson]

Originally Posted by meldrewreborn

customer services have been overwhelmed with queries many of which didn’t need to be asked if people were more patient

Customer services have been overwhelmed with queries many of which didn't need to be asked if EONext made fewer mistakes or had a better designed system.

[meldrewreborn]

@GSimpson

Agreed that E.On Next have handled the £400 government discount badly considering the length of time they had to implement it and its relative simplicity. The EPG is a different matter as it was announced by the government relatively recently and has much more significant accounting implications and complexity for each customer.
having both measure happening at the same time wasn’t the supplier’s choice but they did have to deal with it. They could have done better but customers don’t bother to research matters even here before asking something that’s already been answered many times before, and has no immediate adverseimplications for their account.

[Emily]

Originally Posted by meldrewreborn

@Craig52
customer services have been overwhelmed with queries many of which didn’t need to be asked if people were more patient

While I appreciate what you're saying here @meldrewreborn, patience (or a lack thereof) isn't necessarily the problem, or the key to getting an answer. I sent an email query about a billing issue 8 weeks ago and still haven't had a reply to that - and that was after speaking with customer services on the phone and being fobbed off with an obviously incorrect explanation for the problem. The recent price increase / price cap / EBSS situation just seems to have magnified customer service problems that were already there. Sorry to sound negative, just my experience but there it is!

[meldrewreborn]

@Emily
I don’t pretend that all was rosey before this last 8 days- far from it. I often advise a formal complaint if the normal routes don’t deliver.

The trouble is important matters are delayed in the crush to get to the front, when they needn’t be. Better communication would have prevented many questions.At the moment it’s like rationing by available time.