[andrew12]

Thank you for trying to help me

[WizzyWigg]

@andrew12 You are more than welcome. This forum is mainly customer to customer with occasional visits from Eon Next members. Everyone here and at Eon Next are always ready to try and help. You are always welcome.

[Bennie_R97]

Originally Posted by andrew12

Ah. I see. I get the impression they are there to play a dead bat, not actually do anything constructive.

I totally understand your frustration and hopefully I can do something to help. If you have been in touch with the customer service, what have they specifically told you ? Have they given you a reason for the delay in your refund? They are usually really straight forward.

[andrew12]

1. My initial request was on April 27.
2. Meter reading was provided April 28.
3. No reply
4. Told to wait up to 5 days on May 2 for the money to reach my account.
5. Not there by May 10. I asked where it was.
5. Told to wait 5 days for it to clear on May 11.
6. On May12, in reply to my question enquiring where my money was, was told still being processed and to give it 10-12 days.
7. No reply to my last email of the 12th, asking where this new 10-12 day rule had come from.

Three different people have given me three different answers, and I still do not have my money.
No reason has been provided for the delay.

[Bennie_R97]

@andrew12 I am sorry that you have been having such trouble.

E.ON Next rule is usually 15 business working days as there might be things happening during that time.

For example beginning of May we had two bank holidays,which I am sure may have caused a delay in processing their end.

This is an idea based on the information you provided.

A quick way to get in touch with us instead of waiting on emails, is sending us a message either on social media or on Whatsapp. Here's the link if you want to have a look for yourself.

let me know how you get along and reach out to me if you feel that there's anything more I can do for you 😀

[andrew12]

1. Why did two folk tell me 5 days, when the answer was 15?
2. I included the Bank Holidays
3. My laptop defaults to phone when I try WhatsApp
4. I would just like my money, Thank you for your help, though.

[EmmaN]

Hey @andrew12 👋

I'm so sorry for not responding sooner, did you manage to get this sorted? 😊

[Anasa_EONNext]

Hello @andrew12 Anasa here 👋 I'm just going through some posts and I can see that you wasn't feeling very optimistic about the customer service that you had received about your refund 😞

I'm so sorry that you felt that way and I do hope that it has all be resolved for you. I can see that you had lots of help from our lovely members on here too which is great!

We've done some work in smoothing out our refund process so we can get our customers money back to them as quickly as possible, there are times when there can be delays but when you speak to an Energy Specialist in the future if there are any delays they will be fully explained to you and we'll make sure we cover all angles to get your money back to you ASAP. It's not our intention to keep hold of any of our customers money we just have to make sure we're following the correct refund process for you and for us - we're always here if you need to have a chat or to let us know how long it eventually took for your refund to reach you and we'll pass all of this on as feedback if there are things we can do to improve your customer service journey so please don't be a stranger all feedback is good and helpful for others that may be in a similar situation 😊

Here is one of our members talking about their refund process How to request a refund Eon Next - A Step-by-Step Guide 👀

[Doub40]

@Anasa_EONNext that link doesn't work. I'm having issues with my refund too. Hopefully my issue gets sorted tomorrow as had to raise a complaint in the end as was told lots of different information.

[WizzyWigg]

Originally Posted by Doub40

@Anasa_EONNext that link doesn't work. I'm having issues with my refund too. Hopefully my issue gets sorted tomorrow as had to raise a complaint in the end as was told lots of different information.

Morning I'm wondering if this is the link:
How to request a refund Eon Next - A Step-by-Step Guide