Eon closed acct credit balance not paid

suesiq

Just thought I would mentioned a conversation I just had with EON.
I closed my account with them a couple of weeks ago after following MSE advise and switching elsewhere. There is a credit balance of appx £38.00 which the final statement said I should not worry about I had to do nothing and they would send to me.
Still not recvd this money so I rang them today. I was told that if the customer did not contact them and request the account be closed and the money refunded, it would sit there for an unspecified time and eventually, they will get round to sending it back!!
The MORALE OF THE STORY - if you have A CREDIT BALANCE WITH A PROVIDER - CONTACT THEM THE DAY IT CLOSES AND INSIST THEY REFUND YOU IMMEDIATELY!!!!!
PS I lodged a complaint with EON about misleading information on the statements and requested a response in writing - lets see if I get one!

Neil_Jones

Um, why would you contact the supplier to request the account be closed?
If you change provider, they'll do all the behind the scenes stuff and they should refund any credit at that point once the final bill has been settled which depending on your billing cycle may be far as three months away.
At that point if you don't get a credit for whatever reason, phone them up and ask for it.

Anyway if you only changed supplier two weeks ago you're still technically being supplied by Eon, because it takes the best part of six weeks to fully shift from one provider to another.

t0rt0ise

Neil_Jones wrote: »

Anyway if you only changed supplier two weeks ago you're still technically being supplied by Eon, because it takes the best part of six weeks to fully shift from one provider to another.

He's already had the final statement so your assumption is obviously wrong!

suesiq

The point of the post is the fact that YES they should do all this for you but don't! I did transfer approx six weeks ago and was told by EON that the account was officially closed two weeks ago and had a final bill with the final meter readings. That statement showed a credit balance and said they would send me the money back. If I hadn't telephoned them to find out WHEN and HOW they would send it back it would have sat with them for weeks or months!
T totally agree, they should send it back automatically - the point is - they don't say when and if you want it back quickly (lets face it why should they keep our money and earn the interest) you have to ask for it!

olgadapolga

In my experience, suesiq is right. Eon closed my account 6 weeks ago, I presumed that they would return my credit balance of £130, after three weeks I rang them only to be told that they don't send the refund unless the customer rings them.

Three weeks later I am still waiting for my refund so I shall have to ring them yet again . . . more time wasted chasing for something that should have been done.

Wonder what interest rate they are getting on my money?

cheetaz47

Sorry to hear your troubles, I have the opposite, they refunded me twice, I just posted a separate thread about it.

Hope you all get your cash

skintandscared_2

Can I just ask - I'm with Eon and am thinking of switching. Who was better? thanks.

E.ON_Company_Rep_Chris

Hi Suesiq

I’m sorry that you had to contact us to get your credit balance refunded.

Was your final bill based on accurate meter readings from your new supplier?

Had you already cancelled your Direct Debit with the bank?

If a final bill is estimated or there isn’t a Direct Debit in place; then refunds don’t go through automatically and they do need to be processed manually from this side.

I’m concerned that both you and olgadapolga weren’t told this when you called to chase your refunds. I understand that what you were told, conflicts with the message on your bill.

If you’d like to email your details to the email address on my profile page, I’ll check your accounts to make sure that the delay in processing your refund was down to either estimated readings or a cancelled DD instruction.

I can also take the name of the people you’ve spoken to and make sure that they give out correct information in future.

Thanks for posting this and any extra info you can send to me, I’ll get onto it straight away.

Amanda

suesiq

Thanks for your response Amanda. I have emailed my details to you as suggested. Yes my meter readings were those I gave to my new supplier on the dates requested. I did though, cancel my direct debit after my last payment to EON. If this is going to cause an issue, perhaps it should say something on the statement to this effect rather than just saying that the money will be refunded and you don't have to do anything? The point remains, that I would still have been waiting for my refund unless I contacted EON (I had to pay for the call too) because EONs systems dont allow a refund if you cancel a direct debit to stop even more money being made to a company you no longer have an account with!

cheetaz47

From my experience, it appears that chances are EONs frontline representatives, as in those you initially complain to (Not you Amanda lol and not all but quite a few!!) need addditional training, some need a brain to train so they can understand what has happened or can explain what may have happened.

However, once you hit the Director of Customer Service Office part of the complaints procedure, it seems they have some brains, seem very genuine and honest. It wouldnt surprise me one bit if EON Amanda does actually work for that department.

Once you have your explanation in there, they are actually very reasonable.

Ref the DD part, I was told by Yorkshire Water to not cancel DD as they would refund to account, next think I am having to chase a cheque they posted to god knows where lol

SouthLondoner

I can confirm the same thing happened to me.

Switch was on 20th Jan; final bill from e-on arrived a few weeks ago. E-on final bills (gas and electricity separately) were based on meter readings I supplied, but final gas bill incorrectly stated it was based on an estimate. I had not canceled the DD with the bank. Final bill stated that I was in credit and wouldn't need to do anything; refund would be automatic.

After seeing this forum thread on Friday I gave them a call and was told "oh now that you called we will refund the money within 5 working days". My questions whether it would have been refunded otherwise were answered evasively (very noisy call center), first saying I have to call for a refund, then after pointing out what it says on the bill stating that "oh that's because the account wasn't closed yet but now that you called we're closing it."

BTW money is not in my account yet -- I really don't understand why it takes 5 working days given faster payment systems.