[salila]

Appreciate if anyone has any guidance for me.
I've been really struggling with this issue for 2 months now.

I've made a one-time payment on the website on 9 September 2022. The web shows a message confirming my payment and the bank statement has shown the amount deducted.

But after a week, my account is still in debit and shows no payment made. I've tried raising this issues through emails, several phone calls, whatsapps. Everytime, the response would be this will be sorted out in a week/ 2 weeks - it has been 2 months now and I'm really stress over this issue.

Now I received a new bill last week and I really don't want to make another payment now that there's still an issue going on. Because if that payment had reflected correctly in my account, it would also cover this new bill as well. But I also don't want to trigger the late payment creating another issue..

I'm really despearate here.. If anyone has any kind of advice at all, I'd be really thankful. Please.

[PeterT_EONNext]

Hi @salila

Our finance team haven't been able to locate the payment, and have provided me with the following explanation:

We can see the payment as 'failed'. This can happen on occasion even when the payment was successful. If you raise this with tech, they'll change the status from failed so that the payment will show on the account correctly.

Following this, I've sent this over to our tech team so we can get the payment you made to show on your account - please allow up to next Friday (9th December) for them to complete this. There's still a hold on your account so no payment is due whilst this is being sorted for you 😊

[JoeSoap]

@salila

As you have had no joy from customer service all I can think of is to see if @PeterT_EONNext can shed any light on this for you. Hopefully you will hear something on this thread soon.

[PeterT_EONNext]

Hi @salila

I'm really sorry to hear that your payment hasn't turned up yet, after speaking for so long with customer services 😔

Just a couple of things to check really. When you made the payment, was this to your online account or did you pay via a bank transfer?

If you paid by a bank transfer, can you confirm if the reference you used matches your account number which appears on bills in your name exactly? (please don't post the details here, just need you to confirm)

If the money has been deducted from your bank account and the bank have said that this amount has reached us, we'll be able to find this and get it located to your account, so please don't worry about this.

[UKMark1203]

@salila
I appreciate your concern. However, as you have said, you have proof that the money was sent from your bank account to EON on that specific date. That is all the proof you need. If the amount you have paid covers the bills as you say, then you do not need to worry about late payments etc. You are completely safe. I know that it's easy for me to say that as I am not in your position, but you have all your bases covered and try not to worry too much 😄

[salila]

@JoeSoap Thank you so much for your suggestion and referring.
@PeterT_EONNext I made a payment via my online account (through website). I've made a call to the bank and they've confirmed that the amount has been succesfully paid and is already with EON. To be honest, at first, I didn't worry much as this should be simple and straight forward. But after several calls with several agents/specialists for 2 months, I am really worried.

[salila]

@UKMark1203 Thanks for your reply. I'm worried as even with the proof I sent, one of the responses I received is that they can't locate my payment and it must have stuck somewhere in between and that there's nothing they can't do.. (Note that this is one of many different responses I received though.)

[PeterT_EONNext]

Thanks for confirming this @salila

I've located your account using the email address you used to sign up to the Community. I've placed a hold on the balance from your most recent statement whilst the payment is located for the next few weeks (although your payment should be found before this)

I've checked with our finance team and there are some notes stating that they couldn't locate the payment, and that the payment made back in September is showing as 'failed'. Have you sent any evidence of the payment leaving your bank to customer services at all, which could help them to locate the payment if there's something showing that this money left your bank account and was paid to E.ON Next?

[salila]

@PeterT_EONNext I've sent the payment evidence through an email since 26 September. And later, I've also sent the authorisation reference number from the bank as well.

[PeterT_EONNext]

@salila Thanks for confirming -

It looks like when the payment was originally being looked for, an incorrect reference number was sent to our finance team which means they didn't manage to locate the payment as they should have. This has been resubmitted so the payment should be found within the next 7 to 14 days.

There's a pause on your account balance so you won't need to pay your balance and you won't receive any reminders. If two weeks from now, the payment isn't showing on your online account, let me know over here and I'll chase this up with our finance team for you.