[Exiges]

Hello

We're on the Next Loyalty Fixed v4 tariff and have been paying £500 per month on direct debit. (it's a large, draughty house)

As you can imagine, over the summer months we haven't used much energy and so we had accumulated a +£1500 credit balance (when viewed on the EON website). I was a bit irked at overpaying but though that the balance would stand us in good stead over the winter months when our heating costs go up.

Today I receive a statement to say our balance is now only +£1.28 in credit..

Huh ? How ? Where did the money go ? There's no evidence of a payment/bill that would swallow that up.

What should my next step be ?

[Mailman]

Look in your transactions record within your account. Bill should follow shortly I'd say (normally within 24 hours of transactions being raised). 👍

EDIT: Have you received an actual statement in the last few days? How long a period did it cover? I see that you have by your initial post. Are the readings customer/smart or are they estimated?

[JoeSoap]

@Exiges

Definitely contact customer service by any means in the Contact Us section in the purple section at the bottom of this page.

[Exiges]

Thank you for taking time to respond Mailman. There's something weird going on, as I have all of these transactions for the same day
We charged you for electricity

9 Jul 2023 -£129.54
9 Jul 2023 -£8.84
9 Jul 2023 -£45.32
9 Jul 2023 -£62.20
9 Jul 2023 -£170.99
9 Jul 2023 -£314.24
9 Jul 2023 -£14.03
9 Jul 2023 -£797.80
9 Jul 2023 -£90.09
9 Jul 2023 -£213.09
9 Jul 2023 -£11.35
9 Jul 2023 -£67.54
9 Jul 2023 -£79.52

We charged you for gas
9 Jul 2023 -£686.22

We charged you for electricity
9 Jul 2023 -£5.83
9 Jul 2023 -£18.49
9 Jul 2023 -£25.38
9 Jul 2023 -£59.43
9 Jul 2023 -£68.54
9 Jul 2023 -£2.92
9 Jul 2023 -£110.09
9 Jul 2023 -£9.01

[Mailman]

@Exiges

All these charges should show themselves in a statement. These transactions are not the statements but you should be able to reconcile them to the statement issued after these transactions have appeared . Also the DD is not the bill as I'm sure you are aware - it is just a pot of money effectively that is used to credit (+) your account every month with the (-) debits being created by the transactions listed in your account. Perhaps these transactions are a catch up bill created because of estimated reads - I don't know.

You need to look carefully at what these transactions relate to and you should see this in your detailed statement that should arrive shortly.


And then you need to look at the 'charges in detail' section of the newest bill - you should be able to see where all the transactions have come from.

If you cannot fathom it all out, either post bills (with personal info redacted) or, if you are uncomfortable with doing this, you will need to try and speak to a human being at customer services (on the phone) who will be privvy to way more information than I or other community posters currently have. There may be perfectly rational reasons for all these charges suddenly appearing (or perhaps not).

[Connor_EONNext]

@Exiges Some great advice here by @Mailman and @JoeSoap 😀 Looking at the charges you have posted above it looks as though catch up billing has been done. Have you been given regular readings or are they mostly estimated?