[hobsonbrook]

Hi all,

I am reaching out as I am at a total loss as to what to do.

Basically EON is reading my EON Smart meter twice (same readings appears two times), and then I am being charged double for my usage! This has gone on for some time now.

Despite numerous complaints, pictures of the meter, video of the meter (showing only 1 import meter) to hi-at-eonnext.com, all I get is a message saying "it's being investigated" and I have been asked to pay up (I am pretty sure I am owed money at this stage), despite EON acknowledging it is wrong. I am afraid this will impact my credit score if I don't pay up :(

I instructed EON to put me back onto manual meter readings which solves not only this, but allows the previous bills/debits to be corrected in one go and I pay for my usage. But EON does not give me a straight answer and says "it's being investigated".

Btw I don't even think a human is answering me because the responses I get are remarkably similar and there is an excessive use of emoji's which don't reflect the tone of the email.

What can I do here? Could this be an issue at the electricity network operator?

Appreciate if anyone can share what to do because hi-at-eonnext.com is useless.

Thanks,

Hobson

[meldrewreborn]

@hobsonbrook

if the readings are the same with no difference between them there cannot be an additional charge. If however the account is being duplicated your situation is more understandable. If you can post images of your bill (with personal detail excluded) it will help us volunteers to understand the issue. Some detail of how long you’ve had an account and when the issue commenced would be helpful.

[Tommysgirl]

@hobsonbrook

What we can do tomorrow morning when we find out which of the Community Team are on duty, is ask them to look into the problem for you. With it being the weekend, they'll not get a response from Eon Next until Monday at the earliest, but they will try and help to get it resolved for you.

[hobsonbrook]

@meldrewreborn

Hi, pls see my bill. The same readings appear twice, and I get charged double for the same usage, any ideas why?

[hobsonbrook]

@Tommysgirl

Hi, I've got the account since 30 Sep 2023. Posted the first bill to the previous reply and it's the same thing all throughout (two sets of the same readings, twice charged for usage) until today.

I have been double paying until end of last year, continuously in contact with EON but EON have not fixed it. Basically I'm digging my heels in this month stopping the debits until they fix it and its stalemate, EON replied I got to continue paying despite all bills being wrong.

I just want to go back to manual readings and all my bills to be regenerated correctly and it will be bliss moving forwards...

[retrotecchie]

@hobsonbrook

The first entry says Energy Charge () while the second says Energy Charge (Standard). Both figures are identical so it looks to me like a glitch on their systems and somehow they have got a standard single rate tariff and an economy 7 tariff mixed up somehow.

Can you show us the tariff section from your bill please, so that we can confirm what you should be on. I'm guessing standard single rate Flex, but if they are thinking you have dual rate somehow and the standard figures are being double entered against a dual rate billing calculation, then we need to get that escalated for you. What does a more recent bill show?

[retrotecchie]

@hobsonbrook

Can you also have a look at your bill for the MPAN number which looks a bit like this.



Tell us what the first two digits (Profile Type) are on the top row, plus the middle three digits (Code). That will identify your meter type and we can see if it is supposed to be a dual rate or single rate meter. It may be that at some point, the account for that meter has been changed from dual to single rate if it was originally installed as Economy 7 which may have screwed something up.

[hobsonbrook]

@retrotecchie

Hi, the tariff is Next Flex:


Who or what email do I escalate this to?

I can send again all the meter photos and the video showing the meter screen rotating with just 1 import register.

Many thanx

[hobsonbrook]

@retrotecchie

Hi, here's the top row of the electricity supply number, with the 1, it's a single tariff meter, correct? Thanks!

[retrotecchie]

@hobsonbrook

That is showing two rates (identical) for which they are duplicating both sets of reads (incorrectly). When you enter your meter readings on your online account, is there just a single field for entering a read, or two fields? Day and Night.