Eon Next Online Transactions Error

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Hi,

I will try to be as brief as possible.

(Each month I take meter readings and enter them online)

On 4th Oct I called Customer Services with meter readings to arrange a bank transfer of the outstanding credit on my account. On completion of this call I turned to my account online to find numerous erroneous credit entries added to my transactions resulting in an even more significant credit balance.

I suspected this was a 'Glitch in The Matrix', as it were, so logged out and logged back in again to find the credit entries replaced by debit entries for both Gas & Electricity thus placing my account into a sizeable negative balance.

I called again and the call handler agreed something was amiss and said not to worry the system will correct itself. It didn't.

I emailed Eon's complaints email address three times with attachments, detailing the issue with my account. I received no reply.

Thereafter online 9 random credit entries appeared and a nominal customer goodwill service gesture. Some weeks later a bill was issued which included the incorrect debit and credit entries along with correct charges for part Sept and 1st - 3rd Oct.

These incorrect credits & debits, both online and itemised on the bill, have no basis in fact; i.e. do not relate to unpaid for energy usage I have incurred within the billable period and direct debits taken current at the time or in the past, and my account has been in credit for as long as I can remember after each subsequent meter read and monthly bill.

(The bill accounted for the debits by using units used within the parameter of units consumed in the past that had already been paid for. A way of accounting for these incorrect debit entries I guess. These debits canceled out by the accumulative total of the 9 random credits applied - Individually they didn't tally, i.e. one would expect, as in accounting, a debit error is canceled out with an equal value credit.)

The correct balance was achieved on issue of this October bill and I received in my bank the credit balance leaving a correct £ 0.00 balance showing on my online account, which is important to note.

I provided meter readings 8th Nov and again incorrect debit entries appeared in transactions; this time all labelled Electricity, 2 of which predate the credit balance transfer and the £ 0.00 balance, thereby throwing my account into disarray again.

I called and was told that it would be looked into and I would receive a call back.

I didn't receive a call, but some days later incorrect credit entries of too high accumulative value appeared which do not tally with the incorrect debits. So, my balance is in credit above the value it should be after energy usage charges, EBSS payments and DD for November are accounted for in isolation.

Since 8th Nov the Statement (bill) still hasn't been issued 23 days on.

November direct debit taken wasn't applied until 4 days after leaving my account.

The issue here for me is clarity and avoiding dispute in the long run, not to mention the seeming disregard for accounting compliance.

(I have annotated pdfs converted to jpegs providing visual clarity of the issue - Sadly I am a newbie and therefore forbidden to insert images)


Has anyone with Eon experienced the same issue?

Could it be the Wireless Automated Meter Reading System is drawing meter readings for other accounts and applying them to my account?

Is it Eon's Web API to Eon's accounting system that is causing anomalies in billing?


Thank you for reading.


Comments

  • Brie
    Brie Posts: 10,386 Forumite
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    This appears to be standard for eon's accounting.  They owed me the energy payment and deducted it from my account instead of crediting it.  

    I suggest you keep all your pdfs in case this runs and runs.  And check they are taking the correct DD and estimating your use properly too - they messed that up royally for me and I needed to correct their calculations.  (there's some phrase about a brewery I might use at this point, but won't)
    "Never retract, never explain, never apologise; get things done and let them howl.”
  • StuntmanMike
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    Brie said:
    This appears to be standard for eon's accounting.  They owed me the energy payment and deducted it from my account instead of crediting it.  

    I suggest you keep all your pdfs in case this runs and runs.  And check they are taking the correct DD and estimating your use properly too - they messed that up royally for me and I needed to correct their calculations.  (there's some phrase about a brewery I might use at this point, but won't)

    Yes, looking around, it does seem to appear Eon's accounting system is somewhat not up to task. 

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