EON Prepayment bill in credit?!

fender_gurl

Hi, I have both my electricity and gas from EON, both on prepayment meters. I received and email today saying my bills where ready to read on line. Have had a look at them, and the electricity says my current balance is £208.40 credit, and my gas is £12.17.
I have called EON this morning to ask them to explain it, ie. does that mean ive over paid or what it means, but i just got passed around and after nearly an hour and a half i hung up! Is there anyone on here who knows what it means?

Former_E.ON_Company_Representative:_Malc

Hi fender_gurl

Prepayment statements can sometimes show a credit although over £200 does seem a bit much.

Have a look at the meter readings used on the statement. Are they estimates? I know the latest prepay meters send readings back to us via electronic messages but this is only when the meters are topped up.

If the statement was issued in between top-ups, estimates will have been used. If this is the case, let us have readings so the account can be billed up to date. See what the balances are then.

You can do this online through the Real Time Billing option if you've registered with our website.

Did you top up just before the statement was issued? If you did, this will show as a false balance because it will be money sitting on the meter waiting to be used.

To be honest, I would expect the gas balance to be covered by the above. The electricity, though, maybe something else.

Do the prices on the statement match those on the meter?

You can see the prices on the meter by pressing the blue button on the front of the meter. The display changes each time the button is pressed.

For the prices, you'll need to look at screens F (standing charge), I (day rate) and K (night rate - for two rate Economy 7 meters only).

In the past, was a debt set on the meter? If it was and has now been cleared, we need to make sure it's no longer on the meter. You can see this on screen S.

I'm sorry you've had the run-around when you've called us about this. You need to talk to a specialist prepayment team. Advisors in the call centres won't have the access to give a full explanation. Contact details are on the statements.

Take all the settings before calling. This will speed things up.

Alternatively, drop an email to the address in my Profile. I'll be happy to talk to them for you.

Malc

fender_gurl

Hi Malc

I actually had a man know on my door yesterday who took meter readings!

I have re-read the meter and put it onto the website and it has now changed to £5.68 which has solved some of the confusion (even though i actually only have £1.20 on the meter)

And with the £12.17 on the gas meter i actually have £28.61 on there so i dont see how the £12.17 is what is on the meter!

Thanks Lea

Former_E.ON_Company_Representative:_Malc

Hi Lea

That's more like it. There's often a bit of a difference between what the account says and what's on the meter. So long as it's only a few quid either way, it's nothing to worry about. It'll even out eventually.

There can be a few reasons. For instance, top ups go straight on to the meter but can take a bit longer to appear on the account.

Standing Charges (electricity) and tier one charges (gas) come off the meter at different times during each week.

Any emergency credit used can also throw things out a bit.

As I say, so long as it's only a few quid either way, it's pretty much what I'd expect.

Malc

Terrylw1

Sounds like the readings haven't been making it onto that account for a while Malc given the size of the credit since every payment via the pay point comes with a reading.