eon gas and credit on a pre payment meter

sandraroffey

in december, eon sent me my annual gas statement.

i have a pre payment meter so i am paying for the gas before i use itm, and when all the money has gone, its turns itself off...ok??

my annual statement shows that i have a credit of £64.06p.

how can this happen if i am paying for the gas as i use it??

i have been looking online to try and contact eon direct and trying to work your way through their site is a task!!!

cant find how to 'contact us' at all. wondering if this can be put onto my meter.

[Deleted User]

the money can be added to your account the next time you purchase with your card/key.is there a lot of credit built up on your card which is available for use? I me a meter reader for brit Gas and I see people who have hundreds of pounds of credit available for use on the meter, which is actually in the suppliers bank getting interest free loans

lucym

I just called EDF as I have credit showing on my prepay account too.

They said that it is 'phantom credit'... can anyone here explain this?

E.ON_Company_Rep_Chris

Hi sandraroffey

It’s not uncommon for prepayment statements we send to show a small credit or debit.

This is because the meter reading on the bill can often be day or two old. Any payments you’ve made since then could have been included on the statement but what you’ve used hasn’t or vice versa.

£64.06 does seem a strange amount though. What can happen is that the prices on the statement might not be the same as those on your meter so things don’t quite tally up.

I do think you should get in touch so that we can check that everything is as it should be and I’m sorry you couldn’t find how to do this online.

Try eonenergy.com/prepayment. There’s some more information and FAQ’s on there or you can email or call us with your meter settings handy.

Hope this helps Sandra, let me know if you need any more information.

Amanda

sandraroffey

so how can i access this credit??? i suppose it has to be done by eon, registering it on their computer for me to collect next time i top up??

i have emailed them twice during the last ten days and no one has come back to me yet.

still dont understand how a credit can occur when i pay for what i use, and then it runs out. the statement i had last year showed £40-something, and this last time, its gone up to £64.

Former_E.ON_Company_Representative:_Malc

Hi Sandra

Hope you don't mind me popping on to this thread only Amanda isn't here at the moment.

I'm sorry you haven't had a reply to your emails yet.

Any credit on a prepayment statement should be the same as the credit on the meter when the reading to produce the statement was taken, provided there's no debt involved.

Was the reading used to produce the statement estimated? If it was, I doubt the credit balance is accurate. If you let us have an actual reading, the account can be re-billed accurately.

Also, as Amanda said, there can be a delay between the readings used and the date the statement is issued. If you've topped up during this period, this will show as credit but won't be accurate as it will be for unbilled gas usage.

There may be credit on the meter, too. You can check this by looking at the settings on the meter. This will be for gas bought but not yet used. This needs taking into consideration.

If, after the above, there's still a credit remaining then you need to speak with one of our specialist prepayment teams. Contact details are on your statement or on our website at Existing Customers/Understanding Prepayment Meters/GAS FAQ's - number 7.

Alternatively, drop an email to the address in my Profile. I'll be happy to take a look.

Malc

sandraroffey

thanks for the response 'Malc'

have emailed you with the details.

very hard of hearing so talking on the phone is a real task for me.

Former_E.ON_Company_Representative:_Malc

Hi Sandra

Have received email and will reply to it today. Thanks.

Malc

sandraroffey

many thanks to Malc, the E.ON rep on here.

went to huge trouble to sort out the problem and yes...that rebate is mine and they are sending me a cheque. problem started when a new meter went in a while ago, and it hadnt been 'set up' properly. refund worked out at just of £40. So..... chuffed to bits.

YAAAAY!!!!!!!!xx

kristysmith

Hi I am having the same issue myself, I have a pre payment meter and received my statement from e.on today, it says I am £85.75 in credit which I was confused about Also noticed it mentions my account balance at last statement (August 2013) was £83.46 in credit. and have ended up here via google, any help would be appreciated.

Former_E.ON_Company_Representative:_Malc

Hi kristy

Prepayment statements can sometimes show a credit or debit balance. There may be several reasons for this.

Is the statement billed up to the latest meter readings?

Although most of the latest prepayment meters automatically send us readings, this only happens each time you top up. If the statement is produced outside of a top up, it will be based on estimates. These may be wrong and show an incorrect balance.

How much credit was on the meter when the statement was produced?

Any credit on the meter when the statement was produced is energy available for use. This will show as a false credit on the statement.

Has the meter been changed recently?

If so, there may be a discrepancy between the meter readings used at the exchange.

Did you switch to us from another supplier? If you did, were the meter readings we used to open our account the same as those used by the previous supplier to close their account?

Incorrect start readings will show as an imbalance on statements. This, though, can be put right and the account re-billed.

Was there once a debt set on the meter? If there was, it may be this has now been paid but is still being collected. Should this be the case, we'll refund any over payment.

Sorry for all the questions but there may be several reasons why the statement shows a credit balance.

I'd take up to date meter readings and contact our specialist prepayment team (contact details are on your bills). They'll be able to advise in more depth. Also, let them know how much credit is on the meter ready for use.

I'd check the prices on your bills, too. Make sure they're the same as those set on the meter. If they differ, this can cause an imbalance.

Hope this helps point you in the right direction kristy.

Malc