[Beki]

Hi @Tiberius,

Thanks for your message and your link to the other thread. I understand it is really frustrating at the moment, and the energy industry, including E.ON Next, have been inundated with questions after the EPG/EBSS announcements. We have lots of Energy Specialists working around the clock to get through every customer query. I promise we haven't got our feet up drinking a brew and eating biscuits. 🍪 ☕

What is your query and perhaps it's something we can look into alongside the Community members. They're a knowledgeable bunch! 🧠

[Tiberius]

@Beki_EONNext
My queries are on the link I sent.

Also, why should I have to ask the Community members? The vast majority of them have the same questions. And I was of the understanding that you were a rep for Eon and would therefore be able to answer our queries.

I'm definitely NOT having a dig at you personally but at Eon for their vast knowledge of how to be ignorant and totally unwilling to at least acknowledge their customers.

Other suppliers have managed to get things resolved quickly and have already started sending their the first instalments, whether it's credit or prepayment customers.

[Beki]

@Tiberius I understand, however, the Community is not a customer service platform and you'll be surprised at the knowledge our Community members (volunteers) have learnt from being here and the help that they provide.

Today is the day we were told that we would have our first installment of the EBSS by. Being stuck with the "traditional PAYG meters", we were informed that our vouchers would be sent via email, SMS or post. It's now 5.15am and still no email or SMS, so I'm expecting/hoping the postie will oblige??

Traditional prepayment customers are receiving their discount via post office voucher. We have been updating customers via the Service Updates so you should find the answer to your question there.

I'm also very surprised to hear that some Eon Next customers have Smart PAYG meters. I have asked about getting one and was told that they aren't rolling out any yet and to "keep an eye out for updates"! So what's going on?

We had to migrate customers over from other suppliers that had SPAYG meters. This is something that we have started to roll out in some places across the country and if you have popped down that you are interested in smart meters then you will be contacted when an appointment is available for you. I hope this helps. 😊

[Tiberius]

@Beki_EONNext
Thank you so very much for your reply! Gratefully received and enlightening I must say.

Im also grateful to all the Community members for their help and advice (and sometimes colourful comments 😣😂😂). This is better than Coronation Street by a country mile!

Thankee!

[Beki]

@Tiberius Haha! 😂 It definitely has its moments!! I'm really happy to help 😊

[Vickson]

Originally Posted by Tiberius

@Vickson
I know how you feel. I have also emailed them to no avail. Eon's attitude to their customers needs to change. I'm tempted to drop a line to Martin Lewis and see what he thinks.

I really think you should as still no vouchers and no response from official Eon. Tomorrow is the start of the 3rd week in October! Pre payment customers are the only ones that will be cut off if their credit runs out, and they are the ones being left until last with the Government’s money by Eon

[Tiberius]

An update for my Community friends.

After a number of emails and messages I sent to Eon, including their social media groups, regarding my personal situation, I actually received a response this morning which I am totally grateful for. I would like to share that with you all and to show there IS a light at the end of the tunnel.

I would also like to thank you all for your advice and support including the Eon reps @Beki_EONNext @PeterT_EONNext amongst others here who do, you have to agree, get a lot of stick. I hope they understand that our questions and gripes are not aimed at them personally but to Eon itself.

Anyhows, below is the response I received as promised 👇👇


"Good Morning Sean, you're speaking with Chloe. I have just picked up your message this morning. I'm terribly sorry that this has happened to you and you had to beg of your landlord, I completely understand your frustration. The government vouchers for prepayment customers are taking a lot longer than usual, we can only apologise for this delay we are working on getting this situation sorted asap.

In the meantime I am going to raise a complaint on your account and what i'm going to do as a good will gesture and to show we are sorry is i'm going to send you out an electric key in the post with £10 credit what you do not need to pay back to us just to help through these tough times and just to show we are sorry for what you went through. Once you receive the new key pop it into your meter and it will give you £10 then from there use the key I have sent you for future top ups.

Hope this has put your trust back into us and hopefully resolved your complaint. Let me know if your happy for me to close your complaint."

I had explained that, after many calls and no help or response, I had to beg some money off my landlord for electricity which was extremely embarrassing.

[Tiberius]

[QUOTE=Tiberius;19176]An update for my Community friends.



In the meantime I am going to raise a complaint on your account and what i'm going to do as a good will gesture and to show we are sorry is i'm going to send you out an electric key in the post with £10 credit what you do not need to pay back to us just to help through these tough times and just to show we are sorry for what you went through. Once you receive the new key pop it into your meter and it will give you £10 then from there use the key I have sent you for future top ups.

Hope this has put your trust back into us and hopefully resolved your complaint. Let me know if your happy for me to close your complaint."


Still waiting for the new key 👆👆

[meldrewreborn]

@Tiberius

Lots of postal delays at present I'm afraid and its difficult to identify the real reason for some of these delays- supplier or the postal service.