I agree with @WizzyWigg about the likely reason for the error occurring. It's probably best to leave your refund request until after the new statement is issued probably tomorrow, and if your request fails, contact Customer Services.
@geoffers Yes, but your direct debit will be withdrawn from your bank account 5 days in advance. It reaches their bank account almost immediately, but they take several days to "apply" it to your account. There’s no reason it shouldn't be applied instantly. The only reason I can think of for this delay is to make refunds more difficult for their customers.
By delaying the application to your EOn account it leaves you with a higher debit balance showing on your account for that month, so may make them more likely to adjust your DD to a higher amount.
By bringing the payment forward it means that the credit has been applied to the account before it's calculated, so gives a better credit balance showing for that month.
Ofgem say "You can ask your supplier to refund you at any time. Suppliers must do so promptly unless they have reasonable grounds not to."
EON seem to be making it as difficult as possible.
Last month I called them to get a refund, they said over the phone I would get a refund, but nothing happened.
Afternoon @jacroberts If there weren't any "reasonable grounds not to" then start a formal complaint by sending an email to unhappy@eonnext.com with all the facts. After 8 weeks if there's no resolution then you can take it to the Ombudsman.
@jacroberts Pop me a DM with your account details, I will take a look for you.
We have thousands of customers so having a system in place to show instant payments especially for direct debits will take some time to show on our system as cleared.
Im more than happy to see if I can look into your refund if you haven't got this sorted by speaking to customer service?
Have a solar related question? Pop me a tag! Need our customer service teams? Click here!📣 for ways to contact us
Not having a recent substantiated reading would constitute "reasonable grounds".
I've got refunds from both EON Next and EDF (i used to have my gas with the latter) easily by phoning up, giving a current reading, having the account balance revised to reflect the reading and then requesting a refund of the amount that I wanted. Its never a quick refund (amazing how quickly they can take money, but are so slow at giving it back☹) but you get it in the end.
Best time to commence a DD - late Autumn, worst time early spring. Also not a good idea to maintain too high a positive balance when you could get interest on the money in a savings account. Every little Helps.
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.
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