[Love]

Hi, I am struggling to pay for my gas. I have not received November voucher and have called Eon last week and this week. I was told to wait for hours to wait on the phone and I did, but still they could not help me. They said they would call me back by 5pm but they didn't. I have also contacted via email and whatsapp messages since last week, but no response. I feel extremely drained being patient and not getting any help or response.

I am feeling worried that the staffs in the post office in my area do not check for any proof of identity when using the barcode to top up our gas/electric cards. The barcode does not seem to be specifically connected to only my prepayment cards. I really hope someone did not steal my letter and use up credit in the voucher.

It would be more efficient and convenient if we could have access to the barcode in our Eon Accounts. Or if it was sent to us via our email and or a text message. People at the post office could scan it from our phone.

I am feeling very helpless and struggling to pay for my gas. Can you please help me?

[retrotecchie]

@Love

Lots of people are still waiting on this months voucher due to industrial action at Royal Mail. They should be sent out within 11 working days of the start of the month. So due any time now, rather than actually late, as such.


As far as I am aware, the barcode is specific to your meter, so the checks and balances are already in place as far as I can tell. I could be wrong...

[Love]

@retrotecchie

Thank you for your response. When I called Eon, none of the above points were mentioned when I spoke about the problems. Are you also an Eon customer? Where did you get the info about 11 working days?

[retrotecchie]

@Love

Yes, I'm an E.On Next customer. No, I don't work for them, I'm just an unpaid civilian volunteer.

11 working days is the timescale E.On Next are working to. Their wording states:

• Traditional prepayment customers will be provided with vouchers usually by the middle of each month. For E.ON Next customers these will only be redeemable at the Post Office, not at all top-up locations.

[Love]

@retrotecchie

Very kind of you to share that. I'm dyslexic and not very good with extracting info. I'm also with E.On Next. Thank you @retrotecchie.

[retrotecchie]

@Love

No problem. Hopefully your voucher will turn up in the next few days.

[Anasa_EONNext]

@Love Anasa here 👋 I'm sorry to hear that your voucher is not with you yet, @retrotecchie is correct only you can use those vouchers and yours will be with you any day now. If you're struggling to top up your meter in the mean time please get in touch with one of our Digi Energy Specialist, there are some wait times on the phone and with social media but emergencies do take priority.

WhatsApp has been down for a few days but is back up and running now.😊

[JoeSoap]

@Love @retrotecchie

See para 5.48 of this document reference the eleven working days from the start of the month where suppliers should seek to ensure traditional prepayment customers receive their vouchers.

[Love]

@Anasa_EONNext

Hi, Thank you for your advise. I have contacted them via whatsapp with my details and waiting someone to get back to me.

[Love]

@Anasa_EONNext

Hi, Thank you for your advice. I have contacted Eon next with my details in whatsapp. Hope they can help me.