[craigemery]

When I moved into my current house in Jan 2018, I bought the house new from Bovis.
They took initial meter readings and then my move in was delayed by a few weeks for urgent unexpected repairs.
So Bovis took new initial meter readings.

In the confusion that came out of the two initial meter readings, E.ON, failed to take any monthly payments or even take meter readings for three years!
So this wasn't noticed until Jan 2021!

E.ON called me & we agreed on a payment plan.
It's all good. We reached a satisfactory arrangement.
Since then I've been paying both for my usage and the debt.

Now my balance has reached zero.
But my direct debit is still set at the level needed to clear that outstanding balance.
This clearly needs review.

How the heck do I get E.ON to answer my emails & DMs on twitter?

I've been trying for 2 weeks!

My DD is at least £150 a month more than needed.

I've got an Ivie bud & take meter readings & my account is £100's in credit.
I've done the maths. I've shared that with E.ON.

I'm being ignored.

[JoeSoap]

@craigemery Customer Service is completely overwhelmed at present due to all the changes on 1st October. Replies to emails etc. can take several days. Phoning as soon as they open at 9am has had results of getting through in a few minutes instead of hours so that may be worth a go.

In the meantime, you may be able to drop your DD by 10% in your online account. I have used that facility but I'm unsure if it's still there. It's probably not as much as you want it reduced by but it's in your control and it's immediate.

Just to be sure... you mention E.ON in your post a few times. This is the Eon Next forum and as they didn't exist when you bought your house I'm wondering if you are actually with Eon and not Eon Next.

[Johnh1995]

@JoeSoap
"In the meantime, you may be able to drop your DD by 10% in your online account. I have used that facility but I'm unsure if it's still there. It's probably not as much as you want it reduced by but it's in your control and it's immediate."
The facility as you describe above is still in operation.

[JoeSoap]

@Johnh1995

Thanks John.

[craigemery]

I'm with E.On Next. Sorry for being vague.
I've done the 10% DD dance.
So £340 now. Should be £190.
I've complained to unhappy@eonnext.com.
It's been 2 weeks!

[JoeSoap]

@craigemery

Ah ok. Fair enough.

[craigemery]

Well they finally replied & lowered my DD.
Only took 3 weeks.
All's well I guess.

[retrotecchie]

@craigemery

The Customer Service teams have understandably been completely snowed under for the last few weeks. With the sheer volume of enquiries they are having to deal with, things are taking longer than we would wish. They are doing their very best, and they are resolving issues as quickly as they humanly can, but they can't just click their fingers and make magic happen as much as they would like to.

You got there in the end, and hopefully all sorted now. In any normal situation I would certainly hope for a swifter response but these are far from normal times.

[Beki]

Hey there @craigemery, Beki here 👋

Thank you for sharing your experience with us and also, thank you for your patience in a response. I understand that it is very frustrating for customers not being able to get the usual quick response from us, so I would like to reassure you that we are here, working super hard 24/7 to answer each and every customer query.

Although it hasn't been the best of experience for yourself, customer journeys like these are the best learning experiences for Energy Specialists and E.ON Next. 😊