E.ON Next Not Allocating DD to Account

Peppa537

My Mum is with E.on Next for her electric (no gas in her council flat). Since the government £66 a month scheme started the DD she pays to them isn’t being allocated to her account (the £66 is though) but they are taking the payment ok. She can never get through on the phone to them so emails and then they check and adjust her account. However the same things happens again, they said it can take a few days for the payment to show but she’s waiting for longer, it’s annoying and she had to email them again yesterday. She’s a pensioner on pension credit and anything like this causes her stress. The DD is for a small amount because her account is in plenty of credit (she overpays during the summer so she has some for heating during the winter) so I’ve suggested not paying them anything for the time being anyway. I’m with E.ON and haven’t had this issue but posting as a warning to others to check their accounts, also if anyone else has had this problem did they manage to get it resolved without having to chase every month?

[Deleted User]

Bakey72 said:

so I’ve suggested not paying them anything for the time being anyway.

Don't do that unless you have their prior agreement - they could take it as a request to move to cash payments and increase your mum's tariff.

Sea_Shell

Why does a few days matter, as long as it gets credited before the next bill?

Is she checking her on line account?  How long is a few days?

Our DD goes on the first and it usually takes until at least the 6th to show on our on line account.

Don't stop paying, that's the worst you can do.

stewie_griffin

Mine takes about 4 days to show after it’s taken out of my bank account 

dealyboy

Hi Bakey72 ... sorry to hear about your mum.

I'm also with E.ON Next have a small DD (£3) taken each month on the 7th and it takes 3 or 4 days to be applied to my account. Until it is taken there is an information message just above 'Your Current Situation' (website account summary):

You have a pending payment

A payment of £3.00 on Dec 7th hasn't yet been applied.

I am also well in credit.

I can get through on the phone but sometimes it can take about 20 minutes, I also find the quality of the agents a bit hit and miss but some are excellent.

Jyana

How small is the small amount her direct debit usually is, and is she 100% sure that they are still collecting it and haven't put her on a payment holiday? They have done so for those paying small amounts if the £66 will cover their payments, unless she has arranged otherwise. 

[Deleted User]

Looks like the early December DD payments have been slow to be credited to customer accounts.  Instead of a couple of days some have been reporting 5 days + although these credits now appear to be showing on customer's accounts.  

rp1974

My December 1st DD payment didn't show on my account balance until this morning,8 days after it was paid.
Not bothered,just slightly bemused,it's not worth stressing about such things for no real reason.

molerat

rp1974 said:

My December 1st DD payment didn't show on my account balance until this morning,8 days after it was paid.
Not bothered,just slightly bemused,it's not worth stressing about such things for no real reason.

Same here.  Not a problem really as it does state that the payment has not yet been applied.

Peppa537

To everyone responding saying it does take a few days and why is she stressing -  we known it does as mine does as well, each month she waits for a few weeks (my payment is 1st of the month and was allocated yesterday, hers is a week earlier and still hasn't been). When she emails they can't seem to work out why but look into it then allocate to her account. She has an online account and the app. I thought it might help people who don't check their accounts and I also wondered if this was a known issue. I've heard of customers of various energy suppliers who haven't had the £66 showing but not this way around. 

Peppa537

Jyana said:

How small is the small amount her direct debit usually is, and is she 100% sure that they are still collecting it and haven't put her on a payment holiday? They have done so for those paying small amounts if the £66 will cover their payments, unless she has arranged otherwise. 

Thanks, it's only £6 at the moment and they're still taking the money. When she emails they look into it and apply the payment. Perhaps there is some confusion between her and E.ON because of the amount of credit on her account and the £66 from the government. I'll see what they reply to her with.