New Feature: Online Refunds (Updated)

  • DebF_EONNext's Avatar
    Community Team
    Hey Community πŸ‘‹

    Our tech team have been working on some new online features. You may have seen that we recently introduced the Account Health Check feature, now we are bringing you an Online Refund feature πŸ’°

    UPDATE

    This is now available not only in your online portal but also on the app for both Android and IOS (Version 1.8.4)

    Who can use this feature?

    This feature is only available to customers who pay by direct debit at the moment as it's still in the early stages. Those who aren't eligible can still request a refund in the usual way. Our lovely Community Member @JoeSoap has created a great guide on how to do this.

    What happens when I request a refund online?

    When you request a refund online our system will automatically run a review on your account to ensure that you are eligible for a refund and how it will impact your account. This will check for lots of things such as:


    • Payment Review to ensure your account will remain in good health following a refund.
    • Your account has been billed to an actual reading (not an estimate) within the last 14 days
    • Account Checks to ensure your account is up to date and billed correctly.
    • Check that there are no open disputes or other account issues in place.
    • Check the amount you are requesting is below the Maximum refund amount for online refunds (currently Β£500)


    Once these checks have been completed you will be able to see if your refund request is successful or not there and then. Please keep in mind that a payment adequacy review will take place on your account and your direct debit may be adjusted. You will see the result of the review there and then if any adjustments will be made.

    Is there a maximum amount I can request online?

    Yes the maximum you can request online is Β£500. If you wish to request a higher amount then please contact an energy specialist to do this.

    I'm eligible for a refund but I need some help, what should I do?

    If you need some help you can always contact our Energy Specialists who will be able to support and guide you. You can find all of our contact information πŸ‘‰ here πŸ‘ˆ
    Last edited by DebF_EONNext; 21-08-23 at 08:03. Reason: Update
    "Green is the prime colour of the world and that from which it's loveliness arises"-Pedro Calderon De La Barca 🌳
  • 29 Replies

  • WizzyWigg's Avatar
    Level 78
    Morning @DebF_EONNext just wondering when online account refund option will be available. Probably jumping the gun I know as you said it was in early stages. Sorry. πŸ‘΄
  • DebF_EONNext's Avatar
    Community Team
    Morning @DebF_EONNext just wondering when online account refund option will be available. Probably jumping the gun I know as you said it was in early stages. Sorry. πŸ‘΄

    It's live now for direct debit customers @WizzyWigg if the account is in credit then you should see it under your account balance saying "Why is my account in credit" if you are able to request a refund online you will also see "can I have some credit refunded?" If that option isn't showing then it means we can't process an online refund at this time and you should request it in the usual way for now. 😊
  • WizzyWigg's Avatar
    Level 78
    It's live now for direct debit customers @WizzyWigg if the account is in credit then you should see it under your account balance saying "Why is my account in credit" if you are able to request a refund online you will also see "can I have some credit refunded?" If that option isn't showing then it means we can't process an online refund at this time and you should request it in the usual way for now. 😊


    Strange πŸ€”, I pay by DD and I'm well in credit. "can I have some credit refunded?" doesn't show up. 😒
  • JoeSoap's Avatar
    Level 91
    Strange πŸ€”, I pay by DD and I'm well in credit. "can I have some credit refunded?" doesn't show up. 😒

    Same here. My credit balance is around four times my monthly DD.

    The reason I think I'm not being offered the chance to claim some of the balance back is that it was taken into account when my current DD was set. I guess you have to work out from your estimated usage, DD amount and credit balance if there's enough excess to easily get it refunded.

    If not, then we'll have to get in touch so that we can be advised that our DD will rise if we take some or all of the balance.

    That's my take on it... but I could be wrong of course.
    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.
  • WizzyWigg's Avatar
    Level 78
    Same here. My credit balance is around four times my monthly DD.

    The reason I think I'm not being offered the chance to claim some of the balance back is that it was taken into account when my current DD was set. I guess you have to work out from your estimated usage, DD amount and credit balance if there's enough excess to easily get it refunded.

    If not, then we'll have to get in touch so that we can be advised that our DD will rise if we take some or all of the balance.

    That's my take on it... but I could be wrong of course.


    Hi Joe. I've even worked out what the next 12 months will cost . Give or take a few quid. πŸ€— It's not so much I want a refund but if the criteria for getting a refund online is what is reported then it should come up in my account. I've got a feeling this could be more like a JoeSoap type computer problem. πŸ˜‚πŸ˜‚ The race is on to beat your view number on your thread. πŸ˜‚πŸ‘΄ Watch this space. πŸ•΅
  • JoeSoap's Avatar
    Level 91
    Hi Joe. I've even worked out what the next 12 months will cost . Give or take a few quid. πŸ€— It's not so much I want a refund but if the criteria for getting a refund online is what is reported then it should come up in my account. I've got a feeling this could be more like a JoeSoap type computer problem. πŸ˜‚πŸ˜‚ The race is on to beat your view number on your thread. πŸ˜‚πŸ‘΄ Watch this space. πŸ•΅

    I don't actually want a refund either but was just taking a gander to see if I could request one as stated. Why can't things just work like they're supposed to? πŸ€”

    Funny you should mention the number of views on that thread... I just mentioned on there that I wish I even earned just a penny per hit πŸ˜‚
  • WizzyWigg's Avatar
    Level 78
    I don't actually want a refund either but was just taking a gander to see if I could request one as stated. Why can't things just work like they're supposed to? πŸ€”

    Funny you should mention the number of views on that thread... I just mentioned on there that I wish I even earned just a penny per hit πŸ˜‚


    At least a penny a hit. πŸ˜‚ The problem nowadays is that the Alpha and Beta testers don't include end users. A common problem. Shall we put your name forward as a tester. πŸ˜‚
  • JoeSoap's Avatar
    Level 91
    . Shall we put your name forward as a tester. πŸ˜‚

    Only if it's a beer tester πŸ˜‚
  • WizzyWigg's Avatar
    Level 78
    Only if it's a beer tester πŸ˜‚


    Ah, sorry that position has been taken. πŸ˜‚ Only vacancy available is for a lefthanded soup spoon tester. Fancy that? Does require working nights every Michaelmas. πŸ‘΄