eon prepayment gas

joannec04

if my prepayment gas account is showing £134 in credit, am i entitled to a rebate ?

chippytea

You may be but I stress may.Quantum meters are pretty accurate on the whole.Credit on your statement could be one of a number of things:
1 This could actually be the credit on your meter at the time of statement.If this is the case then you couldnt claim it back
2 The reading may be an estimate and has underestimated your current read,or the start read on your account is wrong.In this case you wouldnt get the refund as it is an error where you have not overpaid.
3 The meter is actually overcollecting either in prices per unit or has a previous occupants debt on there.It is more likely you would have spotted a debt straight away as it would only give you parts of a top up due to the owed screen.

The best way to resolve this is call e.on gas team with your reading and the amount of credit on the meter too so that they can investigate it for you

Former_E.ON_Company_Representative:_Malc

Hi Joanne

Chippytea makes some very good points. Thought I would add a few comments which might help.

Ideally, prepayment meters should not show either a credit or debit balance to this extent.

If there was a substantial amount of credit on the meter when the account was last billed, this will show as a credit balance on your account. This will not be refundable as you will eventually use the credit on the meter. Your account will catch up later to show how this credit has been used.

However, if this is not the case, I suspect there may be something wrong with either the settings on your meter or with the way your account has been set up on our system.

If you wish, you can check the meter settings yourself. Just press button A on the meter and an information display will appear. Keep pressing the button to show a number of different displays.

On most Quantum prepayment meters, there are 32 different displays in all. To see settings 00 to 23, you don't need to insert your card. However, to see settings 24 to 31, the card should be inserted.

The settings to take particular note of are numbers 5 to 10. These are the prices the meter is set at for your gas usage.

Setting 00 shows the amount of credit on the meter.

Setting 17 shows any standing charge set on the meter. This should be zero as we no longer have a daily standing charge on gas prepayment accounts.

Screens 25 to 27 show if there is any debt set on the meter and what weekly rate it is being collected at.

Make sure the prices the meter is set at correspond with the rates advised on your statements/terms and conditions. Also, let us know if there is a debt on the meter that is not yours. This may belong, as chippytea says, to a former tenant.

Once you have the settings, give one of our prepayment teams a call and go through your account. Make sure the tariff we are charging to is correct and that we have billed to actual meter readings rather than estimates.

Also, make sure we are billing for the correct amount of dials on the meter.

I agree with chippytea, the best way to resolve this is to talk to us but I hope the above helps give you a few ideas about what may be happening here. Give me a shout if you need any more info as will be happy to help further.

Malc