Conflicting answers about the no-show vouchers

  • ChillyUpNorth's Avatar
    Level 4
    So, today is October 21st and still no sign of my £66 voucher. I've (finally) received two answers. One from 'Trudy' via Whatsapp stating that if I haven't received the vouchers by 17-18th then they would need to be stopped and reissued. I can't wait for that delight.
    Another from 'Marley' via email stating that they have until the last day of October to be issued.
    So, Eon, anyone, when are we getting these vouchers??
    Prepay means cash up front, surely the vouchers should be up front too, not non-existent.
  • 9 Replies

  • meldrewreborn's Avatar
    Level 76
    @Jennicf

    Do you know what? My DD was £66 lower this month - just as it was supposed to be. I can fully recognise that it can be upsetting if things don't go exactly right at first, but its all resolvable and provable in retrospect.

    But They did have months and months to get this process in place (unlike the EPG which was only outlined, without the necessary detail, 6 weeks ago) and so in reality can have no excuse for their incompetence.
    Current Eon Next and EDF customer, ex 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.
  • ChillyUpNorth's Avatar
    Level 4
    @Jennicf

    Do you know what? My DD was £66 lower this month - just as it was supposed to be. I can fully recognise that it can be upsetting if things don't go exactly right at first, but its all resolvable and provable in retrospect.

    But They did have months and months to get this process in place (unlike the EPG which was only outlined, without the necessary detail, 6 weeks ago) and so in reality can have no excuse for their incompetence.

    Yeah, as of today 23rd November I still haven't received my October voucher. I've told them three times now. They just keep saying they've filled in a form, but nothing happens. Not everyone has the financial flexibility to wait while Eon sort out their mess.
  • Bazza66's Avatar
    Level 5
    @ChillyUpNorth I've just received my October voucher and a message from the WhatsApp group said I should receive my November one by the 21st. Guess what no voucher
  • PeterT_EONNext's Avatar
    Community Co-ordinator
    Hi @ChillyUpNorth and @Bazza66

    I'm sorry to hear that you've still not received your October vouchers yet 😔

    I've spoken to the Energy Bills Support Scheme guys who have advised that at present, requests for any re-issues are taking around 3-4 weeks to process, so this will be dependent on when the request was put in for the missing vouchers.

    This could take a little longer depending on a couple of factors.

    Firstly, if you had to contact us to set up your account (as we've seen an increase in those getting in touch where we've found that the account isn't in your name, and may have been in the previous tenants name) if this contact was made after 1st October, there could be a further delay of 1-2 weeks when we request your re-issue, as we have to have the vouchers made up again in your name as opposed to the previous tenants name.

    Secondly, some delays are being caused by postal strikes. The strikes are happening across many dates currently and letters, which include the vouchers, are seeing significant delay, as all letters to be sorted and delivered are being prioritised as "lowest priority" by Royal Mail during the strike action, causing further delays for the mail to be sorted and then posted out post-strike action.

    Notable dates currently are Thursday 24, Friday 25 and Wednesday 30 November and Thursday 1 December 2022 so please be sure to be checking your mail between these dates.
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  • ChillyUpNorth's Avatar
    Level 4
    @PeterT_EONNext

    'I've spoken to the Energy Bills Support Scheme guys who have advised that at present, requests for any re-issues are taking around 3-4 weeks to process' - Currently 5 weeks and counting.

    'Secondly, some delays are being caused by postal strikes' - Then email the vouchers like other suppliers.
  • PeterT_EONNext's Avatar
    Community Co-ordinator
    @ChillyUpNorth

    I'm sorry to hear its been so long - as long as you've been in touch and an energy specialist has told you that the form has been submitted for the team to re-issue your October voucher, this should be on its way to you sooner, rather than later.

    I'm very interested to know what suppliers are rolling out this scheme via email based vouchers, do you know who is doing this?

    The only reason I ask is because when the scheme was announced, we were explicitly told that this needed to be issued in the same way that the Warm Home Discount is for those that top up by key, ie, a physical voucher needed to be exchanged at a Post Office , and I'd love to know how other suppliers have gotten around this (as a text/email option would of course, be much easier)

    EDIT: I've found some more information on this now - The majority of Prepayment supply points we have here at E.ON Next don't have an email address associated with them, most likely due to the very small amount of those who do manage their account online who have a traditional Prepayment meter (as there is little need to). Due to this, all traditional Prepayment supply points will have to be sent their vouchers via post to the supply address instead, to minimise the overall delay in receiving vouchers for those that don't have an email address associated with their account.
    Last edited by PeterT_EONNext; 25-11-22 at 14:12.
  • bootsymorrison's Avatar
    Level 1
    I have the same problem with eon NO November voucher I’m being told it’s in the post since 8th Nov, and advised that if they cancel the voucher it will be another 4 weeks or more before it can be re-issued. Eon receives it’s money upfront and therefore I would expect priority especially when they know the voucher hasn’t been redeemed. Poor service.
    ​​​​​​​
  • lwig86's Avatar
    Level 5
    Still waiting too, so many excuses being given. Send them out via email EON!!!!
  • ChillyUpNorth's Avatar
    Level 4
    @PeterT_EONNext

    As of today, I am STILL WAITING FOR MY OCTOBER REPLACEMENT VOUCHER - this expires in a few weeks, so what then? Do I have to carry on begging in the new year, or is this voucher going to be lost for good? If so, then well played Eon, keeping money that isn't yours, and trying to blame the postal strike rather than Eon's complete incompetence is absolute rubbish because I am still getting letters through the post REMINDING ME TO REDEEM MY OCTOBER VOUCHER. If no one at Eon is able to send this voucher, then maybe you could credit my gas account instead, or would that be even more difficult for you??
    Last edited by ChillyUpNorth; 14-12-22 at 09:12.