[DMSEDGE]

Hi Everyone,
Been in our apartment 11 months - Next Flex E10 tariff.
Opted to pay full amount due each month which we have done - Smart meter accurate and readings listed on the bill.
This month I received a bill (as well as my usual monthly bill) saying I was £475 in arrears and they will be collecting that amount on 7 Oct....
Phoned them up and was told that someone had "done a review" of our account - I asked how we could be asked for so much (or any extra) when we've been paying the full due amount each month.
Was told they would "look into it" - waiting to hear back with an explanation...
Anyone out there had a similar disturbing experience?
Duncan
p.s. Bit of a blow being a pensioner...

[Tommysgirl]

@DMSEDGE

I've asked the excellent Eon Next staff who are on duty today to have a look at this for you, so they'll probably send you a private message for more details about the issue, so they can look into it further. I hope it gets resolved quickly.🤞

[HelenaP_EONNext]

@DMSEDGE Welcome to the community 😊

I'm sorry to hear you have received an unexpected bill as I understand how this could cause concern 😞 When you have contacted our customer service teams, did they advise the type of review that was run on the account or billing?

As it sounds like you are on a variable direct debit and the full account balance is being requested, have you discussed a payment plan with our energy specialist for the balance to not be requested in full on 7th October? As we understand our customers may not have the affordability to make a lump sum payment of any unexpected bills.

I understand we may need to look into further the reasoning for the billing review, but I thought I would include a link to our thread Changes to your E.ON Next payments, how can we help? as this includes lots of information on the extra support available to our customers!

[DMSEDGE]

@Tommysgirl
I look forward to hearing from them

[DMSEDGE]

@HelenaP_EONNext
All I was told was that someone had carried out a 'review' - not what this actually meant.
As for negotiating a payment plan... why would I do that when I haven't been given a reason for the extra bill?
As I said - I was paying the full amount due every month so why should I be receiving an extra bill?

[HelenaP_EONNext]

@DMSEDGE could you please pop me a DM with your account details for me to look into the review reason further for you 🙂

[DMSEDGE]

Still no clearer as to why I have to pay £475 for an error on EON's part..

I have received an email from customer services at E.ON Next saying I was on the Next Flex tariff which, for some reason, is ''not compatible with my Smart Meter''. I was not aware of this incompatibility until yesterday.

I am still not sure how -
...I can be given a tariff that 'does not work' with my Smart meter... something EON should surely have been aware of, and an issue I was not aware of until I queried the extra bill last week.
...How my bills can state that I have 'opted to pay the balance in full each month' - which is not only misleading and seemingly disingenuous, but which, also according to EON, has not been the case. How can I budget when I am being told I'm paying the balance in full - and then told I've been misinformed?
And why, on each bill I have received, have also been informed that there are 'similar, cheaper tariffs' available which, I presume, would also not be compatible with my Smart Meter. This is also misleading and, had I changed my tariff for a 'cheaper' alternative, would presumably have incurred an unexpected bill at the end of the year. Would I have been told this had I opted to change tariffs?

I received an email today reminding me that EON Next will be taking £474.76 out of my account on 7th October.... not happy, particularly when the error is on EON's part not mine...

[meldrewreborn]

@DMSEDGE

Send a DM to @HelenaP_EONNext as as been requested then you'll get this sorted.

If you are convinced the £474.76 is incorrect you can contact your bank and get it instantly reversed under the direct debit guarantee.

[DMSEDGE]

Originally Posted by meldrewreborn

@DMSEDGE

Send a DM to @HelenaP_EONNext as as been requested then you'll get this sorted.

If you are convinced the £474.76 is incorrect you can contact your bank and get it instantly reversed under the direct debit guarantee.

Thankyou Meldrewreborn,

I have DM'd HelenaP and am waiting for a response...I messaged Friday as well

Duncan

[Mailman]

Originally Posted by DMSEDGE

Opted to pay full amount due each month which we have done - Smart meter accurate and readings listed on the bill.
This month I received a bill (as well as my usual monthly bill) saying I was £475 in arrears and they will be collecting that amount on 7 Oct....

Assuming you are paying by Variable Direct Debit, can you go back to the bill issued before this latest one? I've given a bit from my last bill so that you can follow it as well.


This was from the bill I got from earlier this month. As you can see the balance @ 2nd August was £70.18 and a whole of bill amount was taken correctly for this amount on 19th August for £70.18. The statement also details the 1-31st August energy costs ('we have charged you' section) totalling £69.47. This amount of £69.47 was correctly taken on 17th September to zeroise my account.


As you can see this confirms that my account has been zeroised (i.e £0). This £69.47 amount will appear on my statement (due in a couple of days).

What you now need to look at carefully 🔍 is how Eon Next have arrived at a figure of £475 as the most recent statement must surely detail. Perhaps some monthly smart readings were missed and/or Eon Next have been estimating readings in the interim. Certainly you need to initially check that the start and last electricity meter readings for both registers were recorded on your last bill as being 'Smart Meter Reading' as mine were.



Hope this helps.👍