[hesham]

Does anyone else have the same problem, please? The peak and off-peak rates are swapped in the calculation area. See attached screenshot.
I checked all my previous invoices it turned out that things were ok up until July 2022, then the problem occurred and carried on since then in every single bill.
I am still waiting for the customer service representative to get back to me on this. Meanwhile, if you guys have two rates meter kindly check your invoice and report here if you have the same issue.

This is the second time I discovered an issue with their billing system. The first time was the difference in tariff between the invoice and the account which I explained here:
Economy10 Meter Confusion

And yet no following up from them and no solution.

I believe E.ON made good money from people who never check their bills, it is always easy to blame the energy prices and the war!

[DebF_EONNext]

Originally Posted by hesham

Hi @DebF_EONNext
Thank you for the update, I can see it is now been fixed in terms of the transposing (although I didn't check them yet) and I confirm my balance is now higher 40+ GBP than before!!!!

I am not quite sure why you guys are ignoring the most important part of the issue. The unit price!

Why is my Next Flex tariff rates are:
Day 77.697p per kW/h
Night 52.697p per kW/h

This is not VAT difference by the way.

Can you please explain to me why the tariff in my account is different than the one on the bill (see the screenshot above)? because this is what made the cost over the roof not the transposing thing.

Alternatively, can you show me where those rates are in your own price list (attached)? source: EN_Credit_Flat_E7.pdf

Morning @hesham, the unit rates you have provided (Day 77.697p per kW/h / Night 52.697p per kW/h) are your prices before the EPG has been applied to your account. If you take a look at your bill you will see that the EPG has been deducted from your bill separately.

Once the EPG has been applied this means you are paying less than the unit prices shown as the government has subsided through the energy price guarantee. You might find this thread useful 👉 HERE 👈 and also this thread 👉 HERE 👈

[Anasa_EONNext]

Hello @hesham Anasa here 👋 welcome to the forum! It's great to have you here! I am sorry to hear that there is a potential issue with your bill though but you are in good hands.

From what you are telling me it sounds like your meter readings are transposed, are you able to get me two sets are reads two hours apart so we can see which should be the day rate and which should be the night, if possible a screen shot to show the readings would be great.

At the same time we can have a look to see what's happened with the agent that was previously looking into this for you, from what I can see a call back was arranged for today so I've chased this up for you 😊

[hesham]

Hi @Anasa_EONNext thank you for welcoming me and nice to hear from you, I hope you can help me this time and not neglect my message as you did with the earlier one I sent four weeks ago, or like what your colleagues did on E.ON's Twitter account two times 😊

I am not telling you I am showing you! showing you the bill and I think anyone who can access the invoicing system from you guys can see all my previous bills on my account (you can reach my account via the email I am using here).

The night rate is linked to the heating system so I know exactly which one is the day and which one is the night because I am dealing with it daily and I have a spreadsheet with all the consumptions over the years with all the fancy graphics and charts and all the good stuff, so I don't think taking pictures of the meter is adding much info here.

Moreover, to help with saving and for convenience (and because it is a complicated meter with a wrong internal clock), I have created a small web app to help my wife to know exactly when the rate will change so she can run the washing machine and the dishwasher..etc. Here is the online tool I created: https://meter.appsology.co.uk/

Finally, please have a look at the tariff attached below from my account as it has gone up but is still not the one you're invoicing me on guys.

[Anasa_EONNext]

@hesham You are very welcome, we'll do what we can to get this looked at for you, the online tool that you have created is super helpful and clever and it's great that you've shared this on the Community as it may help others.

Your issue does sound like a complex one so if you could leave it with me I'll look into this further for you.

[DebF_EONNext]

Morning @hesham 👋

I've looked over the account this morning & it's all sorted, it was just an issue on our system which meant the registers were transposed. I've issued a new bill it will look a bit messy as when this happens we have to go back and re-bill the whole account. When we do this you'll see lots of reversals and charges etc please don't worry this is normal it's just to ensure the account has been billed accurately form the start and your next statement will be back to normal 😀

[hesham]

Hi @DebF_EONNext
Thank you for the update, I can see it is now been fixed in terms of the transposing (although I didn't check them yet) and I confirm my balance is now higher 40+ GBP than before!!!!

I am not quite sure why you guys are ignoring the most important part of the issue. The unit price!

Why is my Next Flex tariff rates are:
Day 77.697p per kW/h
Night 52.697p per kW/h

This is not VAT difference by the way.

Can you please explain to me why the tariff in my account is different than the one on the bill (see the screenshot above)? because this is what made the cost over the roof not the transposing thing.

Alternatively, can you show me where those rates are in your own price list (attached)? source: EN_Credit_Flat_E7.pdf

[hesham]

@DebF_EONNext
Thanks for the clarification, it was not so obvious to know. Didn't know how that was written and worked out. My bad sorry.

Can you please reissue the bills separately for me from the start of the error until now? as the balance figure can not be that high! According to my calculations and the payments I paid so far, the balance should be around £77. I have a detailed spreadsheet that I can share and discuss if you want. Please DM me your email address if you want it.

I also have the readings of 28/12/2022 (1: 6672 kWh, 4: 7879 kWh) if you can please help me to add them into the system so you can have a closer reading to the end of the year before rates went up.

Regards,
H

[DebF_EONNext]

I am going to pop you a DM @hesham as I need to discuss some account specific information with you which due to data protection I can't do on the public forum 😊