This Gas supplier is getting me down

  • TOTALLYPO's Avatar
    Level 2
    £847.42 in credit. Asked for a refund 14 days ago. They insisted I sent a meter reading. Did that, they promised a refund of £349. 14 days later still no refund. Requested refund again, they now insist I send a picture of my meter. That done, if it was essential, why didn't they ask for it 14 days ago?
    I have just about had it with this thieving bunch of morons.
  • 9 Replies

  • JoeSoap's Avatar
    Level 61
    @TOTALLYPO

    I too had to send photos of my meters and thought it may be due to the fact I requested £500 (which seems to trigger more checks). Seems it applies to any request for a refund. I agree you should have been asked to send the photo at the same time the reading was requested but I don't think it warrants your insult.
    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.
  • retrotecchie's Avatar
    Level 78
    @TOTALLYPO

    Do you have both gas and electricity on the same account? Was your £847 total in credit balance or gas only?
    Do you send regular meter reads, or have a smart meter, or have any of your previous bills been based on estimates?

    Just trying to get a bit more background information here.
    ​​​​​​​
    I suspect they wanted to adjust out any estimated readings against an actual one to make sure the balance on your account was correct. Once that is established, then a refund process can he triggered. Why they didn't ask for a photo at the time is possibly related to this necessary two stage process, but they could possibly have explained it much better.
    Last edited by retrotecchie; 25-11-22 at 15:49.
    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.
  • TOTALLYPO's Avatar
    Level 2
    @retrotecchie

    Hello. I don't normally submit any comment to forums.
    I send Eon regular readings, despite having smart meters for Gas and Electricity.
    The account that I allowed them to direct debit.would have been flipped into the red by one more D/D.
    This despite being in credit to my energy supplier. I am irked by them purporting to help me by keeping me in their credit, in case I receive a large bill in the future.
    I left British Gas because they would not send out paper bills. Eon do send out paper bills, but British Gas never took control of my assets like this bunch are doing.
  • meldrewreborn's Avatar
    Level 76
    @TOTALLYPO you are legally entitled to a refund of your credit. At the same time you should get you DD reassessed on the basis of reasonable forecast consumption times current prices. Provide readings or photographs as required. Make a complaint if necessary.
    Current Eon Next and EDF customer, ex Zog and Symbio. Don't think dual fuel saves money and don't like smart meters. Chronologically Gifted. If I offend let me know by private message, but I’ll continue to express my opinions nonetheless.
  • retrotecchie's Avatar
    Level 78
    @TOTALLYPO

    I'm guessing your smart meters are early SMETS1 meters supplied by BG and have not yet been migrated over to E.On Next.

    If you are in credit by a large amount, it might be worth changing to variable DD rather than fixed. That way, they will chip away at your credit before they take any balance from your bank account. That's how I play it...pay for what I use, but not what they estimate.

    Failing that, all I can suggest is a chat to Customer Services to get your excess credit refunded to your account.
  • TOTALLYPO's Avatar
    Level 2
    @meldrewreborn

    Hi, yes I have jumped through their hoop and provided the Photo, as to complaining, this was returned by Mailerdaemon as failed, too many tries.
    For some reason, the failure to deliver the complaint came as no surprise......I always believed that my cynicism would reduce after retirement. It aint!!
  • meldrewreborn's Avatar
    Level 76
    @TOTALLYPO

    ​​​​​​​have you tried the link from the blue box right down below? vVVVVVV
  • retrotecchie's Avatar
    Level 78
    @TOTALLYPO

    That mailserver daemon error usually means that your outgoing mail server has tried several times to resend the mail, and the incoming server has rejected it. Several causes...their mailserver is blocking yours due to a blacklisted IP address or something, your IP address is being filtered by an anti spam filter, or you are attaching something into the mail that the recipient mail filters are simply rejecting.

    ​​​​​​​It indicates a problem at your end, or with your email service provider, rather than E.On Next's end.
    Last edited by retrotecchie; 25-11-22 at 23:36.
  • Bennie_EONNext's Avatar
    Community Co-ordinator
    Hi @TOTALLYPO, thank you for raising the question. During the process of a refund, Customer service makes sure that everything is in place when it comes to process a refund. They most likely ask for up to date reading and will deliver the latest bill before the refund is approved.

    Once the refund is approved, the request goes to the Finance team which is the team that ensures that the money are going to be sent to the correct bank account. Usually this process is done in 14 working days, even though per policy it is stated that this can take up to 21 working days. This usually tends to happen on periods where we are extremely busy.

    If you have checked with our energy specialists and they have confirmed that the refund has been approved, I am confident that this is on its way.
    "There is no power for change greater than a community discovering what it cares about"
    Margaret J. Wheatley
    Have you seen our Service Updates Board?
    This is to help all our members to stay up to date with government schemes, processes and so much more !