Eonnext vanishing credit - anyone else had this?

[Deleted User]

I'm with that point - there is no reason for the direct debit reminder emails to include a random (and seemingly entirely misleading) indication of the credit on the account.

Keep the statement adding up correctly and don't confuse the matter with numbers elsewhere.

molerat

What does My Bills / View statements and payments / Transactions show ?  That is the one and only true picture of your account.  Each transaction is listed with a running balance.  You should then be able to cross reference your energy use figure in that column from the Statements downloads bearing in mind that the statement bottom line has the £66 already deducted from it so you need to look at the top of the page for the actual energy cost along with any credits made during the billing period.

Konsufed

molerat said:

What does My Bills / View statements and payments / Transactions show ?  That is the one and only true picture of your account.  Each transaction is listed with a running balance.  You should then be able to cross reference your energy use figure in that column from the Statements downloads bearing in mind that the statement bottom line has the £66 already deducted from it so you need to look at the top of the page for the actual energy cost along with any credits made during the billing period.

Yep, I agree and their figures do add up and based on what I can recall of credits etc. it all looks about right.  They payments are as expected and the sums add up.  So on balance of probability the statement is probably correct.

However...they made a mistake and were generally unhelpful when I attempted to understand what was going on.

I dislike and am frankly not happy with Eon basically saying "OK, we were wrong last time but we're right now.  Go away."

I would like some sort of evidence (ideally) or explanantion as to how this random credit came about to silence the niggling little voice inside that whispers "maybe there was some adjustment, correction or extra credit that you didn't know about that was lost or mislaid".

Paranoia?  Quite possibly   OCD?  Hope not

Konsufed

Finally received another reply but it's not much more helpful than previous ones...

Regards to your email, As mentioned before the reminder you received were incorrect looking at your account and investigating further, you were billet on estimate readings which gave you incorrect credit balance, and then I updated your meter readings correctly and billet you correctly and your credit changed to the correct credit according to the correct meter reading. That is how your credit changed.

I find it dificult to believe that the estimates were so far out that a credit of £1300 went to zero.

However Eon are unable or willing to share the detail of how this credit came to be so large.

Anyway, life's too short and I'm done with this.

Thanks again to everyone who took the trouble to help, much appreciated.

ariarnia

thank you for coming back to update. if you are unhappy with the customer service you had from edf then you can complain to the ombudsman after 8 weeks (they can award compensation based on just bad customer service). but if i were you i would just ignore the emails in the future.

i get that you dont want to have to track things yourself but if you take monthly meter readings anyway then its no work at all just to keep a google doc with the reading (and the rate for that use) and each dd payment you make monthly. 

then if you ever doubt or want to check your paying the right amount then its easy for you to just sanity check. its also useful when you want to argue with them if they want to put your dd up higher than you want it to be or if you want to cut your use or change suppliers or work out if a fix is a good deal for you because you have your annual numbers right there