[Cheesey931]

Hi, I have a note on my account not to contact me by phone, but I was getting 5 or 6 calls a week asking the same questions, I spoke to the chat bot and this seems to have resolved the calls but now I am not getting any communications via email as requested even though I have emailed in several times trying to sort out my direct debit and a complaint I have submitted.

Is anyone else having these contact issues.??

[PeterT_EONNext]

Hi @Cheesey931

Welcome to the Community!

As @WizzyWigg has mentioned above, if you're unable to get in touch via the phone, WhatsApp is a great way to get in touch with customer service.

I wouldn't be able to see from here why you were being contacted by E.ON Next, but if you're sure the number calling you was E.ON Next and there's been a number of calls, it may be worth checking your account as it may be related to a balance, or a failed payment arrangement depending on how you pay for your energy.

The team that call you for these reasons don't usually access your account right away and will call from a different system, which is why they may not have seen a note on your main account about not calling you, something which will need to be updated if you're unable to speak via the phone.

[WizzyWigg]

@Cheesey931 The phone calls you were getting were they all from the same number? That number a week always makes me think of scams.
Personally I would phone customer services and speak to one of the advisors rather than using the chat bot.

[Cheesey931]

thats the trouble, i cant use the phone, which is why I'm only supposed to have email communications

[WizzyWigg]

Originally Posted by Cheesey931

thats the trouble, i cant use the phone, which is why I'm only supposed to have email communications

Would you by chance have access to WhatsApp? Some of the members here find it successful for communications. I do use emails myself and truthfully it sometimes take a while to get a response. Ways to contact customer services here:
https://eonnext.com/contact

[Mailman]

I've got to say that I cannot remember Eon Next ever contacting me over the phone in the 2 y 4 m I have been with them. 🤪

[Cheesey931]

HI, EON have just told me they are escalating my debt as I cant afford there 6,12 or 18 month plan.

what are the next steps, do they use a debt collection agency? can I set up a more realistic payment plan with them?

[PeterT_EONNext]

@Cheesey931 If you're having trouble paying currently, it may be best to visit the struggling to pay page

There's lots of information on there relating to next steps, including info on, and a link to Paylink, StepChange and Citizens Advice.

If you can follow on from those resources, your circumstances can then be taken into account with customer service so that an affordable payment arrangement can be set up with you.

When you've spoken to customer service, did they not mention any of this to you at all when you said you were unable to agree an arrangement over 6, 12 or 18 months?

[Cheesey931]

I have tried this and i cant afford the 6,12,18 month plan, I have filled in the paylink, but now they are saying they are passing it to debt collection, not really being helpful, especially when you have mental health issues which they have on record. not that they ever check the notes.

[WizzyWigg]

Originally Posted by Cheesey931

I have tried this and i cant afford the 6,12,18 month plan, I have filled in the paylink, but now they are saying they are passing it to debt collection, not really being helpful, especially when you have mental health issues which they have on record. not that they ever check the notes.

Hi You need to use either "Reply with Quote" or "Reply". I'll tag in @PeterT_EONNext for you.