You CAN reclaim money from EOn

Steadybird

I have just had a right barny with EOn - which I won thanks to MSE!

Basically I wanted to move my account with them from one address to another.

The account was £xxx in debit. So instead of transfering that amount across to my new address they took this as an oppourtunity to try to get the whole amount off me (fair play really). This amount was due June 1st 2011.

I rang them (May 27th) and asked could the amount not just be transfered, I offered to up by monthly direct debit in order to pay it off over time.

They agreed, but asked could I make a partial payment over the phone via card? I agreed and paid them £100.00 over the phone. I confirmed that £xxx would not be taken from my account on June 1st 2011.

So 1st June comes - surprise surprise £xxx is missing from my account plus the £100.00!!

I rang Eon to ask for the £xxx to be put back into my account. They say they can't do this as they 'can't put a customer back in debt'. So I do a bit of scouting around MSE, find a number on an old forum for 'Energy Watch' and ring 08459 06 07 08 for some advice.

The advice me that as the £xxx was taken as a direct debit from my account and Eon agreed with me over the phone the direct debit would be stopped Eon are in breach of the Direct Debit Guarantee. My bank will be able to help get the money back in my account within 48hrs by filling in an Indemnity Claim Form.

Just as I get off the phone to 'Energy Watch' EOn ring me back and tell me the exact same thing (despite being adamant earlier that there was nothing they could do). So I go to my bank and fill out the form, and email Eon to advise them of what I have done.

They then ring me to apologise further!

Still waiting for the money to show in my account - but this literally all just happened so I'm hopeful that it will be there in the morning!

Thanks MSE for helping me find the advice that helped me get the money back as there is no was I can survive a month £xxx (Even more £££ inc the £100.00 I paid off!) down. Oh and EOn are paying my bank charges to.

If they take money from you that was not the amount you agreed, if its by direct debit tell them about the 'Direct Debit Guarantee' and get the cash back!!

:money:

Former_E.ON_Company_Representative:_Malc

Hi Steadybird

I'm sorry you received conflicting advice from us about the Direct Debit.

Sounds as though you first spoke to an inexperienced agent but fortunately they seem to have checked with their manager/supervisor who then steered them down the right path.

You're absolutely correct, our customers are covered by the Direct Debit Guarantee. Consequently, if we breach this, the customer is entitled to a full refund of the amount in question.

Customers can cancel a Direct Debit at any time. If we take a payment after this, as appears to have happened in your case, we are at fault and will refund the full amount.

As you say, this is done via an Indemnity Claim through the relevant bank/building society. The bank/building society will put the money back into the customer's account and then reclaim it from us.

Again, sorry you received duff info at the start Steadybird but glad we seem to be back on the right track.

Malc

Airmike23

You should have also been informed that stopping a direct debit a couple of days before the company that would have taken it does not guarantee that this will occur, it can take upto 10 days for ANY dd to be cancelled, this is why payment still came out, but as you have already been advised under the dd guarantee just reclaim money from your bank.