Yes, single rate meter. So somehow, they've messed up your account and are definitely double-charging you. You can email hi@eonnext.com with the details, but as soon as we (unpaid volunteers) know who the duty 'Nextie' is tomorrow morning, we can attempt to escalate this for you. This is a customer to customer forum where we are always willing to help as best as we can, and not a 'shortcut' or 'backdoor' to customer services, but we can sometimes chivvy things along a little for you with a word in the right ear 😉🤞
Don't shoot me, I'm only the piano player. I DON'T work for or on behalf of EON.Next, but am willing to try and help if I can. Not on mains gas, mobile network or mains drainage. House heated almost entirely by baby dragons.
Hi, it's showing two fields for () and (Standard). Btw it's the first time for me seeing the submit meter reading screen, as I have never entered any readings as it's a smart meter.
Yes, the system has incorrectly set you up for dual rate economy 7 billing and although you never submit meter readings yourself as you have smart reads, the image from your account clearly shows two fields expecting two values.
We should be able to get to the bottom of things for you. Do you pay by Fixed Monthly Direct Debit, or variable DD for the full amount? If the latter, then don't fret...as soon as this is resolved, the charges will be credited back to your account as soon as it is sorted, you'll be in credit and they won't charge you so much next month. If you pay by fixed DD, then it doesn't matter too much. But cancelling it before having the problem resolved will be more of a problem.
Hi, thanks for the super fast responses, confirming I'm being double charged and appreciate everyone reaching out - fully understood this is all with lots of goodwill :)
I have been through 3 different people on hi-at-eonnext, explained it with the bills, sent them photos and videos of meter, and it's been acknowledged and they've been investigating it (their most common reply) but with no luck now for some time.
Hence reaching out if you guys know another route/someone else to escalate to other than hi-at-eonnext, or what I should write to get some "attention" to the email address as it seems quite obvious.
Leave it with us. First thing tomorrow when we know who to prod, we'll get this flagged up and the whole conversation will be available for them to take a look at. Sometimes, the combination of images, your issues and our responses makes more sense than trying to explain these things over the phone or via social media. We can't promise miracles, but we'll get the ball rolling as best we can 👍
@retrotecchie has given some excellent advice. I fully understand why you feel like stopping your payments, but I agree with @retrotecchie, that stopping them at this stage will complicate matters. They will correct the mistake and credit any overcharges to your account.
Many thanks and understood about not stopping charges, yes I'm looking forward to someone who can sort it and credit back the second set of charges to date.
Stopping your direct debit is not a good idea because it puts your prices up. However if you’re not being billed correctly you can reverse each direct debit via your bank.
you should raise a complaint and be prepared to eventually take the matter to the ombudsman. Nobody from Eon Next has commented so far so I’ll invite them in.
@PeterT_EONNext
Current Eon Next customer, ex EDF, Zog and Symbio. Don't think dual fuel saves money and don't like smart meters. Chronologically Gifted. If I offend let me know by private message, but I’ll continue to express my opinions nonetheless.
I've asked the excellent @PeterT_EONNext if he or one of the Community Team can look into the issue, so fingers crossed things will start moving in the right direction soon.🤞
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