Logging into wrong users account

Level 1

12-11-22

1874 views

I've got a problem where my email address is now logging into someone elses account; someone with the same/similar name - it's showing their address, their usage, but my phone number and email - and their account number. I can see their bill.
I've tried through the normal help email; they didn't quite understand hte problem.
I mailed the complaint address (unhappy@eonnext.com) on the 1st and haven't had any reply.

Has anyone got any idea how to sort this out? Or do I have to just wait 8 weeks before I get ofgem etc involved?

(My guess here is, that they phoned up for some help/change on their account and someone in customer support accidentally picked my account rather than theirs since we have almost the same name).

Obviously this is a pretty bad data protection screw up!

6 Replies

Best Answer

Community Team

PeterT_EONNext

12-11-22

Best Answer

Hi @NorthernDave

This sounds rather troubling, and an error which needs to be rectified ASAP.

I'm going to send you a private message requesting some info so we can get this sorted as soon as possible.

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Level 92

retrotecchie

12-11-22

@NorthernDave

To be honest, the best way to get hold of an actual person is to be hitting the phone to them, first thing at 9am. Digital methods of communication are all well and good, but I'd hit the phone if I were you.

And yes, possibly a screw up, definitely a no no. I'll see if either @Beki_EONNext or @PeterT_EONNext could take a look and see what's happened.

Last edited by retrotecchie; 12-11-22 at 13:27.

Don't shoot me, I'm only the piano player. I DON'T work for or on behalf of EON.Next, but am willing to try and help if I can. Not on mains gas, mobile network or mains drainage. House heated almost entirely by baby dragons.

Level 10

Emily

12-11-22

@NorthernDave

That does sound like a pretty worrying data breach for whoever's account you're now inadvertently accessing, and a pain for you if this also means your billing is messed up as a result. Very concerning that you haven't had a response from E.ON Next. If you don't hear anything in the next day or so personally I'd be inclined to look at contacting the ICO and making a report if appropriate - and that might encourage E.ON Next to get the error resolved: https://ico.org.uk/for-organisations...data-breaches/

Level 92

retrotecchie

12-11-22

@NorthernDave

I'd also be wanting to check they aren't taking the payments for that energy customer from your bank account...

Level 1

NorthernDave

12-11-22

@PeterT_EONNext has nailed it! Thanks!

Level 92

retrotecchie

12-11-22

@NorthernDave

Phew...sorted then...

Chill out, sit back, take five, smoke 'em if you've got 'em...

Nice one @PeterT_EONNext - thanks for stepping in on this one.