[scorgnale]

Hi,

I have moved property on 1st October and obviously I correctly informed EON on their website that I changed property. I've been paying Direct Debit in my new property.

Now I've received a bill, that apparently I've been paying for my OLD property, and that I have a one off payment of £1700 (an old debit i have with EON) to pay on 2nd December. Which I can't as I have already agreed months ago with Eon and citizen advice to pay $108 per month as I am on minimum wage. Why are they asking me to make this one off payment now? Why did they forget to change my address as on the bill today it states that I live in my old address? and why do they suddenly want to stop supplying me and make me do a one off payment? Has any of this ever happened to you?

I'm writing here because they don't answer neither on phone neither on facebook/whatsapp sorry.

Many thanks

[retrotecchie]

@scorgnale

Sounds like a can of worms to me. I'll ask @Anasa_EONNext or @Beki_EONNext if they can see what's gone awry.

[Anasa_EONNext]

@scorgnale Anasa here 👋 it really does sound like a can of worms but nothing that we can't sort out for you.

You'll need to get in touch with one of our Digi Energy Specialist for this one but before you do you'll need the following info to get the ball rolling:

• The date you moved out of your old property and the full address and post code
• Any meter readings taken at that time
• The date you moved into the new property along with reads taken at that time

First we'll check that the old account has been closed down correctly, if there is a payment plan or agreement we'll continue to honour it, we just need to make sure that the account closed when you moved out and you are only responsible for energy used whilst you were there, it sounds like we've not closed down your old address, don't worry we can get this sorted for you.

Let me know how you get on, you may have a bit of a wait time if you call on the phone as we're a little bit busier than usual and it may take day or two via our Social Media Platforms but we will get back to you 🙂

[scorgnale]

@Anasa_EONNext Thank you very much for answering. I moved out on 30th september and moved in on the new one on 1st October. I'm afraid that I cannot get the meter readings neither for the old nor the new property as I always used smart meters.

Could you please reassure me and confirming that I won't have to pay the debt on the 2nd December? I solved this with Eon months ago and it's very weird that this is happening and they're asking the debt back.

Thank you very much

[Anasa_EONNext]

@scorgnale I'ts no worries at all! Happy to get the ball rolling for you so that you can get it sorted as quickly as possible, its sounds messy but can sort it, we won't need reads if you've got smart so don't worry about that.

Whatever balance there is on your old account to pay we will honour the payment plan if one has been agreed and cancelled in error for whatever reason or we will re agree a new one for you to pay an affordable amount as you were before, I know it's a worry but first thing we need to do is make sure your old account is closed and you are only being billed for what you used up to your move out date, we can then re set any previously agreed payment plan or set up a new one for you

Here's what you need to say:

When you get in touch just say ' I think my old account is still open and I don't want to be charged for any energy used after I left, my meters where smart so you'll have any final reads, the date I moved out was ....../.... My old address is... my old account number is..... I now live at......... I'm anxious that there is a huge balance owing and to be paid by 2nd Dec but I already had an agreement in place, are you able to see this on my old account... if not the agreement was......(if you have any letters or email please screen shot them and add to your conversation or have to hand if you make a call) 😊

[scorgnale]

@Anasa_EONNext Obviously still not a single answer from anyone. Been on hold on the phone for a long times for all these days and nothing. And whatsapp/facebook are useless apparently. If this does not get solved by next week I really think that I will have to go through legal stuff with my lawyer and I'm sorry. Also note that I've been trying to contact Eon next for MONTHS prior to this for another (smaller) problem we had and no one helped us with that one as well.

[scorgnale]

@Anasa_EONNext Of course if it ends up that we've been paying for the old property, and that we have to pay the £1700 debt, I will not do any of this and this will be a big problem for everyone. My family is on minimum wage and we earn less than £2000 per month UC included.

[retrotecchie]

@scorgnale

I would put all the relevant information into an email and send it to unhappy@eonnext.com. That way, you will have started an official complaint and will have communication records.

[Anasa_EONNext]

@scorgnale I'm glad that you were able to get in touch with someone about this if you are still unhappy you need to carry on with the conversation if this was via Social Media if you rang us you can either give us another call or put it in writing to WhatsApp and this will be picked up quicker than emailing us. WhatsApp are not useless I can assure you it's just not an instant message so you could be waiting a day or two before you're connected to an agent due to us being quite busy at the moment but your query will be picked up. Emailing can take a bit longer up to a week or more,

If your old property has been closed to the date you left then the balance owing will be for energy you used prior to that and you will need to pay for any energy used whilst you where there but we can discuss a payment plan and you would not be expected to clear the balance in one go, you mentioned you had a payment plan in place prior which sounds like there was some debt on the account that you where still paying off which you will still need to pay off you just won't be liable for energy used after you have moved out.

Once you open up the conversation this will be raised as a complaint for you until it's been resolved, if what we are saying is correct and you are still not happy you can choose to take this to the Ombudsman but they will likely not rule in your favour unless we have made a mistake or telling you incorrect information.

How did the conversation end on the phone? as this should have been raised as a complaint for you at the time.