[Axaclassic]

Long story cut short. New gas meter installed in May 2018 - metric. It seems the provider at the time didn't update the national database. My bills very clearly show I'm being charged based on an imperial meter (so the 2.83 multiplier is being applied). It has taken me weeks to work out what the problem is myself (no help at all from EON... they keep explaining the formula... ). Eventually on 16th Jan I managed to get someone (facebook chat) to accept my photo of the meter and they have sent it off (to where I know not) for the database to be updated. They now (after much repeating of the issue to different people) tell me that the meter exchange can "take weeks". Why? EON, by my calculation owe me appro £1500 in over-charges, and I'm still being charged £460 per month on DD, with an account that's £2.5k in credit. If I was under-paying, I doubt resolution would "take weeks". Previous suppliers, who also owe me, have been much more helpful, providing historic statements and confirming they will re-calculate once the national database has been updated. So does anyone know why EON take so long to update the database? Who do I contact (and how) to speed up this process?

[meldrewreborn]

@Axaclassic

you should ask for your DD to go to zero immediately. In the meantime use the DD guarantee to reverse the direct debits via your bank - it’s been quick and easy for me in the past. Do not cancel the DD, it would lead to an increase in price.

Be ready to raise a complaint once you feel E.On Next have dragged their heels too long. But the changes will be effected in time, and this is a very long standing error.

it does seem amazing that the meter change, which would have changed the readings wasn’t implemented fully. But that will be the fault of others as E.On Next didn’t exist in 2018.

[Axaclassic]

@meldrewreborn, thanks for the advice - I'm on it with the DD. The original fault lies with my supplier at the time (no longer in business), but E.ON Next have been unbelievably unhelpful, so I think a complaint is appropriate. I know I should perhaps have realised sooner - but it was the current energy price increases that led to me looking more closely at my bills, which highlighted the ridiculously high usage being charged for. Lesson for me there for sure! A bit of research shows this isn't actually an uncommon issue, but getting someone to sort it is crazy difficult. Appreciate your response - thank you!

[Anasa_EONNext]

@Axaclassic Anasa here 👋 I'm sorry to hear that you've had a bit of trouble with your meter and you've not had much joy in getting this resolved since your move to EON Next. You mentioned raising a complaint and getting help on how to speed up the process; have you been able to make any progress with this and get in touch with one of our Digi Energy Specialist?

[Axaclassic]

@Anasa_EONNext - still in a holding pattern. I emailed unhappy@eonnext.com on Weds (8th) with full details, but as yet have heard nothing back (not even an automated acknowledgement). I do believe that the requests have been submitted to update the national database (gas meter) and explain the reading discrepancies (electricity meter) but I've been told that both may take "a little while" or "a few weeks". Meanwhile I'm being impacted financially -I'm pretty sure you owe me around £1.5k in over-charged gas, and I'm not able to amend my DD as suggested by @meldrewreborn as for some reason you now think I should be paying even more. Currently £495 per month, but your website suggests this should be £698 - and will only let me reduce by 10% (which would still be way higher than the £495. Not sure how this sits with the Direct Debit rules - I need to look into it with my bank. Oh, and the account remains £2.5k in credit, despite you still calculating at the imperial rate. So no, no progress.

[meldrewreborn]

@Axaclassic

I reiterate my advice to reverse the DD as soon as it is taken. The DD guarantee is there for a very good reason - we open our bank accounts to supplier to take correct amounts due, but when those are demonstrably wrong them they are instantly reversible. Yes you have to contact your bank, but in my experience the banks just does the action there and then without going into a detailed examination of the issue - they take you word for it.

And I 'd get that complaint in.

[meldrewreborn]

@Axaclassic

The other option is to switch to payment on receipt of bill by direct debit (no change in pricing). You will not then have to pay anything for six months - by which time even the glacially slow customers services will have sorted this issue properly.