With you110%. Spot on. No one is perfect (thank goodness). Hoping senior management can come forward and instigate the necessary resolution and learn from it. 👴
Been Charged Exit Fees Without Exiting
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- billing
- exit fee
- incorrect billing
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Level 8730-06-23
With you110%. Spot on. No one is perfect (thank goodness). Hoping senior management can come forward and instigate the necessary resolution and learn from it. 👴 -
Community Team30-06-23@JoeSoap, it sounds like the person you have been speaking to has perhaps tried the "work around" I mentioned, this is what I was going to speak to Pete about as it does involve making changes on our system, which I was unsure about and wanted to query. I'm glad that it's finally been put right however it should have been done at the same time as they worked the account so I will feed this back for you.
EDIT: I've just seen that your DD still isn't what it should be if it doesn't get changed back for you please let me know.Last edited by DebF_EONNext; 30-06-23 at 20:35.
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Level 9130-06-23@DebF_EONNext
Thanks, but I don’t know why a tariff update workaround should cause early exit fees and my DD to increase by around £50. Looking through the email trail I don’t think this was even tried tbh. It hasn’t all been put right yet as I have still to get my DD returned to where it was and also to get a full explanation. Hopefully the response to my complaint will address this.
Edit… just seen your edit. I’m sure it will all be resolved when the complaint is looked at. I asked a few times for an explanation but none was forthcoming.Last edited by JoeSoap; 30-06-23 at 20:50.
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. -
Level 9130-06-23@DebF_EONNext
I’ve just received another email from my customer service advisor. You were correct… I now have an explanation that something was tried in my account to get my IHD tariff updated correctly and that that caused the problems of exit fees and DD change.
If only that had been explained from the moment I raised the issue (only minutes after it happened) together with reassurance everything would be put back to where it was then it would have caused a lot less hassle.
Anyway, my DD has now been restored to where it was, my £150 was already refunded and I was earlier informed that there is an issue with incorrect IHD rates that is being investigated by the tech team.
I would not have submitted complaints if all this had been explained and/or dealt with at the earliest opportunity but it’s too late to do anything about it now.
All sorted now as far as I’m concerned 👍Last edited by JoeSoap; 30-06-23 at 21:44. Reason: Clarity
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Level 8701-07-23
Joe that is absolutely brilliant news. Here's that virtual pint 🍺 I promised in celebration. Cheers. Go and relax and have a wonderful weekend. 👴 -
Community Team01-07-23I'm glad that it got sorted out for you @JoeSoap 😊 you're correct though this should have been explained that you might have seen some changes but not to worry as they would be rectified & I'm sorry that didn't happen for you 🙁 although by the sounds of it, this has also been a bit of a learning curve for our Energy Specialist too so they should know exactly what to do next time 🙂
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