You could raise a complaint by emailing unhappy@eonnext.com detailing what has happened. All the phone calls will be recorded so you may get some compensation as well as your refund.
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.
Hello @Feelingpoor I'm sorry to hear you've not had your refund yet - have you managed to speak to an Energy specialist regarding this? What did they say?
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This company is an absolute joke! Despite being told I would get my refund in 24 - 48 hours I am now being told they can't contact the relevant, internal department 🤣🤣🤣 they must think I was born yesterday.
I have been waiting 22 days now and despite admitting it was their error they have done nothing to help me and won't return my £700.00! Still waiting for a formal response to my complaint.
AVOID THIS COMPANY - THEY DO NOT FOLLOW THE OFFGEM REGULATIONS AND THE CEO DEPARTMENT COULDN'T GIVE A FLYING ******* -CUSTOMER SERVICE IS NON-EXISTENT.
@Feelingpoor I tried to gain a refund of part of my credit of £600. They rebilled me back to July 2022, and took another £150, without explaining the reasons for the "underpayment" since I became a new customer. Then they advised that I could not be
refunded owing to the fact that my meter readings take place on different days of the month (Electricity on 23rd of month, Gas on the 3rd of the month) would I allow these dates to be changed? Well I took over the account on one day in July, I changed metering to smart metering on the 12th September, and both meters were read and changed on that date. I see no reason why I ended up being billed on 2 separate days of the month. I requested escalation to a manager as I was getting nowhere with the Customer Service representative who would not give me her full name, a phone call was arranged for a convenient time, and 3 minutes before the appointment I was told that the manager would be too busy to call me. We were at loggerheads, EON insisted that the days for billing should be the same before a refund could take place, I gave permission for this (I had no control of their billing dates). I am now at Ombudsman stage with a complaint of lack of customer service, and no I did not gain my offered refund. I am still having my smart meters read on 2 separate days in the month. What I need is a Smart Customer service centre, when they actually employ a dud.
Its the first time I've heard of there being a management level above "Energy Specialist" so on the face of it you did well there - but in the event the manager proved to be a phantom.
One way around this is to switch to payment by DD on receipt of bill. you will not pay your fixed DD and your built up credit will be rapidly diminished as each month goes by. Over the summer you can get the reading/billing dates aligned and then switch back to Fixed DD if that is your wish.
@Feelingpoor - provided they have up to date readings then there is no reason for your refund not to be processed - I agree that it takes too long, but blame OFGEM for not imposing tighter time constraints on the suppliers.
Speak to an "energy Specialist" again armed with your meter readings - record the call if humanly possible. I managed it OK fairly recently.
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.
Its the first time I've heard of there being a management level above "Energy Specialist" so on the face of it you did well there - but in the event the manager proved to be a phantom.
One way around this is to switch to payment by DD on receipt of bill. you will not pay your fixed DD and your built up credit will be rapidly diminished as each month goes by. Over the summer you can get the reading/billing dates aligned and then switch back to Fixed DD if that is your wish.
@Feelingpoor - provided they have up to date readings then there is no reason for your refund not to be processed - I agree that it takes too long, but blame OFGEM for not imposing tighter time constraints on the suppliers.
Speak to an "energy Specialist" again armed with your meter readings - record the call if humanly possible. I managed it OK fairly recently.
When I suggested that I modify my direct debit to pay on receipt of a bill they advised my tariff would be changed, this was my first response to their shenanigans. Utterly reprehensible company who I will be switching away from at the earliest opportunity in July when my current fixed rate finishes.
@bob4584 there is pay on receipt of bill and variable DD. The two are different - the former is about 7% more expensive.
DD is the cheapest way to pay on next flex variable tariff - but you can pay by fixed monthly amounts or after receipt of bill. It seems to me that there has been some miscommunication along the way.
@bob4584 there is pay on receipt of bill and variable DD. The two are different - the former is about 7% more expensive.
DD is the cheapest way to pay on next flex variable tariff - but you can pay by fixed monthly amounts or after receipt of bill. It seems to me that there has been some miscommunication along the way.
Miscommunication is an understatement. The "Customer Service" operative had no customer care skills whatsoever, and as for her "manager" I have no words. I have run and managed customer contact centres and it is safe to say neither of these staff would be working for me!
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