e-on simply will not refund a large credit balance

Hasbeen

LDW25 said:

I would like to send a public thank you to Barry Adley, Customer Services Director of EDF Energy for the refund to my 90 year old aunt of 60 pence. A cheque sent by post. It took me 20 minutes to get through on the phone at the third attempt, to sort this out. This involved making the suggestion that as the gas bill was £104 and the electricity bill was a similar amount in credit, perhaps one could pay off the other when closing the accounts. What a wonderful use of energy all round. 

That's really a great result from EDF.

But you do know this thread is about,
EON?    

antelope68

Hiya - send a letter by recorded delivery, stating the amount owed and that you are looking forward to receiving a refund on those monies. Further put in your letter that you expect them to reply to you in writing within the next 14 days to a) confirm the amount you are in credit in and b) when this sum will be refunded to you. Further state, that if you should not hear from them in writing within 14 days, you see no other option, but to take matters further. And put a yours sincerely....

Taking matters further would need you to get in touch with the ombudsman, which you can easily do online these days. But just make sure that any communication from now on in is in writing. Chat will do, but ask to be sent a copy of the transcript, failing that, copy and paste the whole chat into a word.doc or textpad.txt. 

Personally I do not put myself through the stress of actually speaking to a person on the phone anymore, if I can help it. Written correspondence goes a lot further. And even then I ask to speak to a manager (via chat) if the outcome is not something that I am happy with.

But do send them that recorded letter - which will set the ball rolling.

Best of luck!!
Ant

Rutlandresearcher

Hello Helena

I did as you asked and sent details of my problem with e-on regarding obtaining a refund but several days have passed and once again I have received no response not even an acknowledgment of my email. Once again time is ticking on and I’m still getting nowhere. Please get someone to respond to my request and at least let me know that it’s being dealt with.

this is a large amount of money that needs refunding straight away.

regards
jayne Williams

MovingForwards

@E.ON_Company_Representative:_Helena 

E.ON_Company_Representative

Rutlandresearcher said:

Hello Helena

I did as you asked and sent details of my problem with e-on regarding obtaining a refund but several days have passed and once again I have received no response not even an acknowledgment of my email. Once again time is ticking on and I’m still getting nowhere. Please get someone to respond to my request and at least let me know that it’s being dealt with.

this is a large amount of money that needs refunding straight away.

regards
jayne Williams

Hi Jayne, apologies for the delayed reply. My colleague Helena has been off this week but just this afternoon I've been checking over her ongoing cases. 

I've actually just sent that refund to you today so you should have it by the end of next week. I know there's been a lot of back and forth regarding this and I can only apologise for that.

When I skimmed over your account notes it looks like previous advisors have believed that your meter was faulty and therefore the refunds weren't approved. However I'm happy enough with the explanation you've provided for this in the email you sent over.

I know as well that you have an open complaint with us so as and when someone contacts you, which should be in a few days, you can advise on whether you're happy to close the complaint or if you'd like to escalate it further. 

Thanks, Matt

welshmoneylover

LDW25 said:

I would like to send a public thank you to Barry Adley, Customer Services Director of EDF Energy for the refund to my 90 year old aunt of 60 pence. A cheque sent by post. It took me 20 minutes to get through on the phone at the third attempt, to sort this out. This involved making the suggestion that as the gas bill was £104 and the electricity bill was a similar amount in credit, perhaps one could pay off the other when closing the accounts. What a wonderful use of energy all round. 

Because EDF are not allowed to automatically offset any bill without customer permission .
its all down to the supply licence conditions, data protection etc.

Mystic_CT

E.ON_Company_Representative said:

Rutlandresearcher said:

Hello Helena

I did as you asked and sent details of my problem with e-on regarding obtaining a refund but several days have passed and once again I have received no response not even an acknowledgment of my email. Once again time is ticking on and I’m still getting nowhere. Please get someone to respond to my request and at least let me know that it’s being dealt with.

this is a large amount of money that needs refunding straight away.

regards
jayne Williams

Hi Jayne, apologies for the delayed reply. My colleague Helena has been off this week but just this afternoon I've been checking over her ongoing cases. 

I've actually just sent that refund to you today so you should have it by the end of next week. I know there's been a lot of back and forth regarding this and I can only apologise for that.

When I skimmed over your account notes it looks like previous advisors have believed that your meter was faulty and therefore the refunds weren't approved. However I'm happy enough with the explanation you've provided for this in the email you sent over.

I know as well that you have an open complaint with us so as and when someone contacts you, which should be in a few days, you can advise on whether you're happy to close the complaint or if you'd like to escalate it further. 

Thanks, Matt

That's really not an excuse, Matt, that your colleague has been off so the OP's serious problem is ignored for yet another week.

I had the misfortune of E.on being the supplier to the property I moved to recently. Even a straightforward moving in date/meter reading submission has been nothing but hassle from the outset.

The call centre in South Africa isn't fit for purpose, the email contact details on actual Eon bills don't even exist. Absolute shambles from the get-go. Looking forward to switching to a supplier whose well-trained customer service is in the UK.

LF2

Swapped energy suppliers just recently, had credit on my meters E are saying it’s the suppliers b4 them that owe me the money any advice plz 
thanks 

E.ON_Company_Representative

LF2 said:

Swapped energy suppliers just recently, had credit on my meters E are saying it’s the suppliers b4 them that owe me the money any advice plz 
thanks 

Hey LF2, is this in reference to us (E.ON) or E Energy? Thanks, Matt