I haven't had a single EBSS payment since I switched from a prepay meter to smart direct debit in December. I've contacted Eon next twice about this (last time on the 20th of last month) and was told that it was handed over to a team, but have not heard or received anything, and I'm worried that now the scheme has ended, I'm never going to see it.
Can someone help, it's not an insignificant amount of money.
Perhaps raise a complaint by emailing unhappy@eonnext.com detailing the problem and citing the conversation history with Customer Service. This should escalate the matter to the next level.
I'm an Eon Next dual fuel customer with no particular expertise but have some time on my hands that I am using to try and help out a bit.
Hannah here 👋 I'm so sorry to hear that you haven't gotten any of your payments! We need to get this sorted out ASAP really and get that credit to you 🙂.
Did you get anywhere with our Energy Specialists or by raising a complaint?
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@Han_EONNext Morning, I've reached out via whatsapp, customer email and the complaints email but keep getting told to wait two-four more weeks every time. My first email was on the 20th March and my last response from the complaints email was the 26th of April, asking me (again) to wait a couple more weeks. I've not seen any progress since.
@Bennie_EONNext I have, but every time I reach out to them I just get generic "please wait, it might take a bit longer than usual" responses back, and I can never get through on the phone to have an actual conversation. 🙄
EDIT: as a note, on the complaint email I included a record of all previous conversations so they know exactly how long I've been waiting for a solution.
Last edited by namicass; 03-05-23 at 11:43.
Reason: extra info
@namicass have you tried to pop us a message on Whatsapp? I am sure that they will be able to look into it and be of more support. At times our phone lines get way too busy.
Here's the number for Whatsapp if you would like to get in touch. 0808 501 5200. We do have a specialist team that deal with EBSS queries so they will be able to get your query forward and update your complaint.
@Bennie_EONNext
Yes, I messaged the whatsapp team at the start of march (march 7th), they said they would send it through to the team to sort out, then I never heard from them again.
@namicass if you got in touch with them, there will be a trail of conversation connected to your account and they should be able to find out who did send the query to the team and being able to investigate it for you.
I would explain to them your concerns despite having the complaint open and what your worries are which are totally legitimate.
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