[Sfcsean]

FAO OF ANYBODY WORKING FOR EON!

Hi.


I’m getting very frustrated now. I have been back and forward regarding a refund. I had to top up £20 last night and once I inserted the card, it took £19.80 debt (we are not in debt to you). I phoned Thursday (today) and was told to use a different code and that this would definitely update the gas card our refund. I went to 3 different shops and everyone of them failed.

We were assured the debt (from the previous tenant) on the reader was cleared, yet we were charged essentially ALL of the £20 we went to top up the reader on Wednesday evening. This leaves me extremely worried that next time I try to top up my reader, it will not do so, therefore I will run out of credit on the reader and have no gas at all.

Whatever keeps going wrong, can this pleased be addressed as an emergency as this is now taking up a lot of my time up and having a real negative impact on my view of your company. We have registered 6 or 7 different calls over the span of 3 weeks regarding all of the above and we are still no closer to a resolution.

[retrotecchie]

@Sfcsean

Hey mate...this has been dragging on a while now. I'll ask @Han_EONNext to see if she can have a look for you.

[Sfcsean]

@retrotecchie yeah becoming frustrating now. Nice 1 for the help! 👍🏻

[Han_EONNext]

Hiya @Sfcsean 👋 sounds like you have had a ride with it!

I'll drop you a message so I can have a look into things for you and help with getting it sorted 😊

[Sfcsean]

Thank you! 👍🏻

[Sfcsean]

Update - STILL not working right. And ANOTHER £20 top up has taken £19.80 for ‘debt’ we’ve now in the space of 4 days topped up £40 for gas and got 40p for it. We’re down to £12 credit on the meter and are so stressed we’re going to run out hot water. I’ve no confidence whatsoever this is getting sorted anytime soon because as 1 person i spoke to on the phone explained it as “we’ve not had proper training for the pre payment meters, so everyone is second guessing things.” Nearly £250 We’ve basically thrown away, not to mention the phone bill (about the 10 calls at 40/60 minutes long by the time you get through to somebody) the amount of times I’ve been back and forward to shops as well. Don’t like being negative about things, but I can’t help but feel massively let down and think I’m getting treated as a nothing.

[retrotecchie]

@Sfcsean

I'm still on the case and have now pushed this to the entire Nextie team with a plea to get it sorted for you as a matter of urgency.

Can you go through the screens on the meter again and let us know how much debt is still showing? I thought they had given you a new card or an RTI code that had cleared the debt? Screen 27 should show any debt amount.

The other thing that worries me is that even if there is any debt, which there shouldn't be now, then only a maximum of 30% of any top up can be used towards a repayment, leaving you with at least 70% actual credit for gas.

I'm trying my best for you, I really am!

[Han_EONNext]

@Sfcsean 👋 Morning!

I am sorry that you still have not gotten anywhere and the countless of calls to our call centre 👎. Just incase you weren't aware we are currently waiting for some more information from your housemate via email and once we get that we can progress and get this sorted once and for all for you guys. 😊

[Sfcsean]

Thanks guys. I no you have both been fantastic and are trying hard to get us sorted! I was a tad frustrated last night when i post that and didn’t mean to sound angry with you.

We have sent Hannah the requested videos of the meter 👍🏻

[Han_EONNext]

That's alright @Sfcsean! Frustrating I know.

We have got it sorted now and I have not long emailed your housemate back! 😎

Happy New Year 🥂