[PetraJones]

Hi All,

I am in dispute with EonNext about a bill received for a period when I was on Prepayment to when it was replaced to a smart meter after the screen failed. It took two months to change the meters and after that 2 weeks later I received an estimated bill for 7 months of electricity when I was on a prepayment meter.

Customer support are being awkward claiming no payments have been made - I only have one receipt I luckily saved and have payments on my bank statement. They keep sending the same email that the bill is correct.

What can I do and who can I escalate to as I asked Customer service to escalate to a senior manager and this was ignored along with ignoring a request to investigate why Eon computer systems do not show any of my payments - allegedly. I just get the same response.

Regards
Petra

[JoeSoap]

@PetraJones

You will need to raise a customer complaint first and can do this by emailing unhappy@eonnext.com. State your case as clearly as you can and attach any evidence.

If a resolution is not reached to your satisfaction after 8 weeks then the case can be escalated to the ombudsman.

Do you have an online account you can refer to? If not then perhaps you could create one and see what payment evidence it contains.

[PetraJones]

@JoeSoap
Thank you. The complaint has been raised and I am counting down the 8 week timeframe but still chasing Eonnext in hope of a resolution. I have sent evidence of payments of the one receipt I strangely kept and the bank payments - they accepted the reciept but did not investigate based on that - it has the meter number on it.

There is an online account which is non-functional - it shows no payments in the account (with old meter). Only the bill in the new account (with new meter). When I log in to Eonnext I get an error and then I need to choose which account I am accessing. The old account is showing the gas only as they haven't moved my account following the meter change when electricity meter was changed.

I'm at my wits end.

[JoeSoap]

@PetraJones

Sorry this is distressing you. I have little to no experience of prepayment meters but would have thought that there is a record kept of usage and top-ups.

Hopefully someone with some better knowledge will add something on this.

May I ask how long before the meter was changed did the screen go blank? Presumably all payments would have been up to date at that point and some credit would have been on the meter. I can understand they would have to estimate your usage using past consumption from the point the meter failed until it was changed so it’s a case of you agreeing the charges for that period and then taking into account any payments made in the period.

Any more detailed information you can give will help get some better advice here.

[EmmaN]

Hey @PetraJones 👋

I'm so sorry to hear about this,

If a complaint has been raised, this should be looked into as soon as possible. It helps if the receipt does have the meter reference and the amount. Please don't worry it does sound like something that we can take a look into it just may take some time but your complaint handler should keep you updated 💜

Hopefully you'll have a response from them soon.
Please do let us know of any updates and if it has been resolved, as it may also help other members who may have the same issue 🤗

[PetraJones]

@EmmaN_EONNext thanks for the positivity unfortunately this is not the case. The complaint has been raise and we are 6 weeks in to this complaint. The "Energy Specialist" only posts the same response to reply to questions or escalation requests. My last request was for them to send me a copy of the procedures they are following since they state it is handled as per procedures. My requests for investigation and escalation have been ignored. They also state the account has been investigated by a "Billing Focal" but have ignored my requests for a copy of that investigation. The email always ends in "What would you like to resolve your complaint?" but any request that would help resolution is ignored.

[meldrewreborn]

@PetraJones

Eon next should be able to justify any billing to you account. Clearly things get problematic when meters have ceased to measure. Such periods do need to be estimated, but in my view suppliers should prioritise the replacement of failed meters over the routine installation of non smart meters with smart meters.

from what you’ve posted it seems unlikely that Eon Next are going to agree your complaint and you will need to go to the ombudsman, and you will get your complaint arbitrated. That doesn’t mean that the ombudsman will necessarily uphold you complain in its entirety or part.

But the Eon staff here are almost universally positive, stressing how energy specialists are all highly trained and able to deal properly with issues. However they rarely get involved in cases to resolve matters, and universally point posters back to the normal customer services and the standard complaints service. I’ve seen too many instances where logical solutions are not adopted and too many where full understanding of the issue is never arrived at. So all I can say is that the volunteers here will take a sensible logical view of matters and suggest sensible ways forward, although we have no ability to effect change.

[EmmaN]

@PetraJones I'm so sorry for all the trouble you've had - I'd be happy to take a look at this and pass on any feedback if need be.🤗