....have email replies from at least 8 different energy specialists but all I get is we are looking into it and will update you.....then silence until I send another email....
@fergy - sorry this won't help with your particular issue, but a common thread seen on here relating to E.On's so called "customer services" is they don't allocate ticket numbers to issues (unlike many other company's C.S). So there is no way to see whether a problem (ticket) is still open, follow an audit trail of responses to the problem or refer back to CS with updates to the problem.
So consequently there are many posts on this forum saying "...waiting for a reply..."; "...never replied..." etc etc
Maybe one of E.On's moderator/staff on here would like to comment???
@geoffers thanks.....good to know.....I found the unhappy@eonnext email and copied and pasted all my emails and all the replies saying they would update and not one of the dozen got back to me apart from send a pic of meter etc they must have 20 pics of my meter by now.....just seems like a stalling tactic
Are you a long standing customer or have you moved to E.on-next in recent months? I'm asking because there's another thread with a similar issue here. You only really need to read the reply by @DebF_EONNext on page 2.
If you've been with them for a significant time then that thread shouldn't (but you never know) be relevant.
Bill before was fine with day and night readings and proper rates applied.....since July bill the day/night readings are the same and sometimes the rates are mixed up for day/night
Bill before was fine with day and night readings and proper rates applied.....since July bill the day/night readings are the same and sometimes the rates are mixed up for day/night
Seems like most (if not all) of the billing statements have gone awry since the new Next Pledge rates came into force on July 1st. They will therefore need to cancel the statements issued since this date and reissue correct ones. Messy but doable. If you took note of your readings on October 1st this might be helpful in getting the billing from July to October (and from October to now) correct. Going forward better still if you take readings every month and do so going forward. I'm also on a smart meter but thankfully have only a single rate (and a single register). I still monitor my billing like a hawk specifically checking that my statement meter reads correspond with reality and that the correct tariff is applied.
In that case @fergy all you can really do is to pursue your complaint and arm yourself with as much information as you can, such as downloading your consumption history as has been suggested.
I always think that it's a sad state of affairs when a customer has to contact a business numerous times to solve a simple problem, but it's becoming more and more prevalent these days as the first point of contact lacks knowledge, experience and just reads from a screen.
I've had it myself with E.on-next, the simplest of problems to solve (caused by themselves I might add), it took 3 months and the success rate with their Energy Specialists was 25%.
@Andy65 Morning.....yes indeed .....I spent a good while yesterday collating the readings from my bills and manual readings I had noted and using historical data
from Bright App.
I agree that the help from the energy specialists has been dire and it is so obvious that the figures on the bill are wrong yet not one of them has offered any solution.
I'll try for some resolution again tomorrow and if I get no answers then will raise a dispute with the energy ombudsmen.....cheers.
I'm afraid that you'll need to exhaust the E.on-next complaints procedure first @fergy before the ombudsman will get involved, which is usually 8 weeks. It often pays to raise a complaint as soon as you can to try to speed the process up. If you've just raised a complaint then you won't be able to go to the ombudsman until January, for an issue that's been ongoing since July. It's always a long painful process, which is obviously on purpose to try to deter customers from complaining.
They wouldn't need to do this if they got it right first time, trained and managed their personnel properly. Mistakes happen but it's how they're dealt with is probably the most important thing.
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