E.on Final Bill & Credit Adjustments - Smart PAYG

AlanC7

Hi there,

We have been on pre-payment meters for 10 years and in Dec 16 changed to E.on Smart PAYG. Since then have never received any rebates and have recently moved house and closed the account. We have just checked our final bill following issuing meter readings and our account showed nearly £4k in credit!! When I contacted E.on to discuss getting this money back they said our account was actually only £1.65 in credit and that the 'credit adjustments' added were in actual fact payments made. This doesn't make sense as the final bill clearly shows the payments we have made during this period which is separate to the credit adjustments.

Am I being fobbed off by E.on?

Regards,

Alex.

E.ON_Company_Representative

Hi Alex, hope you're well.

The billing side of things with Prepayment/PAYG accounts can be a bit difficult to follow. We tend to say just pay attention to the balance on your meter as that's always going to be accurate. 

Unless you were paying back a previous debt through your meters it's pretty much impossible to build up a credit or debt whilst on these meters. You top up what you need and it's used directly through the meter. The only way you'd be due a refund of £4000 is if you had topped up so much and not used it so that your actual meter balance was £4000 - I don't think it would even let it get this high.

Instead what's happened is that the £4000 is the culmination of your previous top ups. Then the usage for this period will have been £3998.35. So when your account closed you had £1.65 on your meter which is due back to you.

If you'd like to discuss further or get clarification on this please feel free to get back in touch.

Thanks, Matt