[Clv]

I have been asking for weeks to speak to someone to sort my account out. Complained 3 times, contacted ombudsman. You just keep changing the amount on my account and no one will speak to me to resolve this. Beyond frustrating and utterly shambolic.

[JoeSoap]

@Clv

This is a customer to customer forum so there’s not much we can do to help. Sometimes one of the community staff will jump in to help.

Can you confirm you have records of when you contacted customer service and by what means? Also, did you raise a complaint through the proper process, eg by emailing unhappy@eonnext.com?

If you could provide a bit more info then perhaps if you’re getting nowhere one of the staff may be able to advise.

[Clv]

I have records and have complained via the proper process.

[JoeSoap]

@Clv

I think @DebF_EONNext is around this evening and may be able to advise on this when she gets the tag.

[DebF_EONNext]

Morning @Clv

Have you managed to get this sorted out? When you say that your account keeps getting changed have you been re-billed?

[Clv]

@DebF_EONNext they keep changing the amount on my account, adding money, taking it off, multiple times, random amounts.. yesterday morning for example my account was a large amount in credit, when I called to query this they immediately removed over £1000?!! I gave them meter readings (verbal and photographic) yesterday and last week and received a bill in the meantime which was even more in credit than yesterday?!!!
Its shambolic, like they are just making it up. whenever I call to try and sort it out (started 6 months ago) it is always a trainee who is unable to help, refuse to put me through to someone with authority/skill set to help and say their line manager will call me back shortly - no one calls back.
They won’t give me a contact for the complaints department, the number in all their literature for complaints just takes you to the exact menu as when you call the general helpline - surely that’s not legal! The contact number for general enquiries is not even the correct one on the bill they email… the last trainee I spoke to yesterday told me to ‘have faith’ when I explained why I was not happy with her assurances someone would call me back as so far in over 6 months no one will return my calls…beyond frustrated with the whole mess.

[DebF_EONNext]

I'm sorry you've had such a rubbish experience. @JoeSoap has given you the email address to raise your complaint above you can also find out complaints handling procedure here, however I'm going to pop you a private message @Clv to get some further details see if we can get to the bottom of what's going on here 😊