Hi,
I will try to be as brief as possible.
(Each month I take meter readings and enter them online)
On 4th Oct I called Customer Services with meter readings to arrange a bank transfer of the outstanding credit on my account. On completion of this call I turned to my account online to find numerous erroneous credit entries added to my transactions and a balance of circa £ 1,200.
I suspected this was a 'Glitch in The Matrix', as it were, so logged out and logged back in again to find the credit entries replaced by debit entries, leaving an accumulative negative transaction balance of £ 427.59.
I called again and the call handler agreed something was amiss and said not to worry the system will correct itself. It didn't.
I emailed hi@eonnext and finally Eon's complaints email address three times with attachments, detailing the issue with my account. I received no reply.
Thereafter 9 credit entries appeared and a £ 3.51 Customer service gesture. A bill was issued accounting for the incorrect debit and credit entries along with correct charges for Sept and charges for 1st - 3rd Oct.
These incorrect +&- items, both online and billed have no basis in fact, i.e. do not relate to actual energy usage I have incurred and pay for. I pay by direct debit have been in credit for as long as I can remember.
The correct balance was achieved on issue of October's bill and I received in my bank the credit balance leaving a correct £ 0.00 balance showing on my online account, which is important to note.
I provided meter readings 8th November and again incorrect debit entries appeared in transactions; all labelled Electricity, 2 of which predate the credit balance transfer and the £ 0.00 balance, thereby throwing my account into disarray again.
I called and was told that it would be looked into and I would receive a call back.
I didn't receive a call, but some days later incorrect credit entries of too high accumulative value appeared which do not tally with incorrect debits. So, my balance is in credit above the value it should be.
The Statement (bill) still hasn't been issued. November direct debit taken wasn't applied until 4 days after leaving my account. My account balance states £ 193.54 in credit. Whilst after debit charges, HMG's DEBS and DD for November are accounted for in isolation, the balance should state £ 85.12 in credit.
The issue here for me is clarity and avoiding dispute in the long run, not to mention the disregard for accounting compliance.
Has anyone experienced the same issue?
Could it be the Wireless Automated Meter Reading System is drawing meter readings for other accounts and applying them to my account?
Is it Eon's Web API to Eon's accounting system that is causing anomalies in billing?
Thank you for reading.
I will try to be as brief as possible.
(Each month I take meter readings and enter them online)
On 4th Oct I called Customer Services with meter readings to arrange a bank transfer of the outstanding credit on my account. On completion of this call I turned to my account online to find numerous erroneous credit entries added to my transactions and a balance of circa £ 1,200.
I suspected this was a 'Glitch in The Matrix', as it were, so logged out and logged back in again to find the credit entries replaced by debit entries, leaving an accumulative negative transaction balance of £ 427.59.
I called again and the call handler agreed something was amiss and said not to worry the system will correct itself. It didn't.
I emailed hi@eonnext and finally Eon's complaints email address three times with attachments, detailing the issue with my account. I received no reply.
Thereafter 9 credit entries appeared and a £ 3.51 Customer service gesture. A bill was issued accounting for the incorrect debit and credit entries along with correct charges for Sept and charges for 1st - 3rd Oct.
These incorrect +&- items, both online and billed have no basis in fact, i.e. do not relate to actual energy usage I have incurred and pay for. I pay by direct debit have been in credit for as long as I can remember.
The correct balance was achieved on issue of October's bill and I received in my bank the credit balance leaving a correct £ 0.00 balance showing on my online account, which is important to note.
I provided meter readings 8th November and again incorrect debit entries appeared in transactions; all labelled Electricity, 2 of which predate the credit balance transfer and the £ 0.00 balance, thereby throwing my account into disarray again.
I called and was told that it would be looked into and I would receive a call back.
I didn't receive a call, but some days later incorrect credit entries of too high accumulative value appeared which do not tally with incorrect debits. So, my balance is in credit above the value it should be.
The Statement (bill) still hasn't been issued. November direct debit taken wasn't applied until 4 days after leaving my account. My account balance states £ 193.54 in credit. Whilst after debit charges, HMG's DEBS and DD for November are accounted for in isolation, the balance should state £ 85.12 in credit.
The issue here for me is clarity and avoiding dispute in the long run, not to mention the disregard for accounting compliance.
Has anyone experienced the same issue?
Could it be the Wireless Automated Meter Reading System is drawing meter readings for other accounts and applying them to my account?
Is it Eon's Web API to Eon's accounting system that is causing anomalies in billing?
Thank you for reading.
