Spent a couple of hours a few days ago conversing with Eon…Via WhatsApp! 😡 Anyway, nearly £800 in credit I decided it was time to move away from monthly DD. Info was given on new tarif, losing my DD discount I understood. Eon smart meter fitted but new reading given anyway & credit was adjusted to show up to date amount, Account updated on line & DD cancelled…..All good so far, right……Wrong! Now I’m in credit by nearly £600 after adjustment & asked what I would like to do with my credit….Have it back into my bank account please…..Er, sorry sir but before we can issue a refund you must provide us with photographic evidence of your meter readings…..What, Why????? Because sir your credit is over £500
absolute garbage, my account was updated & changed by giving meter reading over WhatsApp but want MY MONEY back & I now have to prove it!!!! Total Joke 🤬
They need to carry out additional checks if a refund exceeds £500. You will either need to do as they ask, or request an amount under £500 and then a second refund a little later on. It's just how it is, I'm afraid. It's a function of their banking/payment requirements, not anything under their direct front-end control.
I'm sure the operational staff could easily correlate all the data, but the bean counters in a different office will have a different set of criteria they need to follow.
You would still get the preferential tariff if you opt to pay by DD but amount in full on receipt of bill, rather than fixed monthly DD. You only have a tariff change if you pay by some other method.
Last edited by retrotecchie; 22-11-22 at 16:13.
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.
They need to carry out additional checks if a refund exceeds £500.
The key word here is exceeds. That was my understanding, so a few days ago I requested a refund of exactly £500 and was asked to submit photos of my meters. I still can't understand why as my smart meters are set to send half-hourly readings so they should know what my readings are without seeing photos.
I'm an Eon Next dual fuel customer with no particular expertise but have some time on my hands that I am using to try and help out a bit.
Half hourly readings are used for energy usage tracking and monitoring, and don't go to the same destination as readings used for billing/accounts porpoises, I think. @PeterT_EONNext will be able to confirm that.
I should have said equals or exceeds.
£499.99 no worries.
Another penny...."Oooh, sorry guv'nor....let me just fetch the gloves and the lead-filled rubber hose. Now, just you wait there, sir, while me and the lads here explain this to you. It won't hurt much...".
My understanding, from reading elsewhere on this forum, was that a refund of up to £500 was a quicker process than for anything over £500, hence why I chose that amount. I’ll see how long it takes to get the money in my bank. I still don’t see the need for photos in order to get my money back, but there you are. I’m only a little bit tech savvy but managed to submit the photos in a clunky way. Some customers wouldn’t have a scooby how to send photos so presumably wouldn’t get the refund.
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