Eon Next

Nethyman

I was transferred to Eon Next when Symbio went into liquidation.

Eon posted the statements online but did not post the invoices to match and seem unable to provide these. Also, they were asking for meter readings each month and at the same time showing a credit balance. (Eventual they realised we had one of their smart meters.) When I ask, tongue in cheek, for a refund of the £500 or so credit, then my troubles started. The online balance changed to a £300 debit and the nuisance calls commenced.

For some reason Eon Next do not appear to be able to keep accurate up to-date records for their Cape Town call centre operators to see, when making automated calls.

My case is with the Ombudsman, as Eon cannot produce the invoices. But I continue to be chased!

Anyone with a similar experience? How long does it take the Ombudsman to get involved?

Mstty

What is the status on your ombudsman case. It will tell you on the landing page when you login and select your case.

I always prefer email or twitter so that I can keep a record of all communication. So much gets lost on a phone call.

As long as you keep a record of usage and what you owe thats what you can refer to it you believe they are wrong.

Nethyman

The Ombudsman is 'doing additional checks'

I agree with your second paragraph. It is also difficult to understand the South Africa (Cape Town) accent.

Mstty

Nethyman said:

The Ombudsman is 'doing additional checks'

I agree with your second paragraph. It is also difficult to understand the South Africa (Cape Town) accent.

I suspect given Eon Next customer service have just received the lowest grade from Ofgem and been given a kick up the bum there are many of these "doing additional checks" against them

matelodave

Not my experience with Eon-Next. I am also a Symbio refugee and I was surprised how smoothly it all went, I had a small credit with Symbio which got transferred over to Eon-Next, the meter readings got sorted quite quickly and the bills have all been correct.

Even my SMETS1 smart meter which had just started working again with Symbio after several years in the wilderness with multiple suppliers got sorted after a couple of months and has been working better than it ever did.

Even when it was first installed by SSE who never managed to keep the IHD tariff or standing charges either correct or up to date It's now spot on and gets updated within days of a tariff change.

Gerry1

E.On Next are very much on the naughty step right now.

https://forums.moneysavingexpert.com/discussion/6422268/slapped-wrist-for-eon-next-for-customer-service

https://forums.moneysavingexpert.com/discussion/6422388/claiming-credit-back-from-eon-next

brock_the_badger

E.On Next must be desperate for revenue . I pay by variable DD and this has just popped up on my statement page .

" You're currently payinga variable amount depending on your usageWhy not spread the cost of your energy by switching to a fixed Direct Debit?Switch Direct Debit "

jbuchanangb

My experience with E.ON Next as an ex Symbio customer is similar to @matelodave. I was switched to them for electricity from Symbio. Then I switched my gas to them from SSE. Eventually they connected to my Scottish Power  SMETS1 smart meters. In July 2022 I switched to the Next Online 15 tariff without any problems. The only minor niggle is that the IHD hasn't updated to the Next Online 15 rates, still shows the Next Flex rates prior to July 2022. Chose my own DD amount when I switched tariff, duly reduced by E.ON by £67 for the EBSS. EPG discounts applied to the Next Online 15 rates. All very good. Just wondering what will happen when EPG rates go up in April. I assume that if they go above the Next Online 15 rates, then I will top out at the agreed fixed rates.

gessa12

Just checking my online bank and my latest E.ON Next direct debit dated 3/2/23 has been taken at the full amount without the EBSS reduction. I expected the EBSS to continue for 2 more months, I have had 4 so far. Has anyone else experienced this?

oldagetraveller1

Not yet. However, my fix ends on the 15th and I will be on their Flex after that date.

My monthly fixed DD was £135 but with the £66/£67 grant they were taking £68 which my account stated as the DD amount, not £135.

The confirmation e-mail re the Flex states that my new DD will be £159 without any deduction of the final of 6 x Gov. rebates. Been paid 5 including this month therefore one more due at the beginning of March. I would have expected, just for March, the £159 would be reduced to allow for that.

I did contact Eon about this and received a nonsensical word salad, copy and paste, in response. Only telling me what I already knew re the change date and unit rates for Flex.

gessa12

I have received a response from E.On Next and silly me hadn't realised that they were raising the DD for my benefit to stop me getting into debt, despite that my account is already in credit.

"I have taken a look into your account and noticed that the previous month your usage was more than what was paid into the account, although I can see the accounts in credit the system automatically raises the DD if your usage is more than what is paid into the account as a safety net for customers to avoid them falling into debt on their energy account. I am happy to lower it back down but please bare into mind that the ebss payments do end next month. Many Thanks

Shivam E.ON Next" This does raise a few interesting questions. They have clearly acted with a lack of regard for consumer welfare and Government policy, as the EBSS was put in place to ease the cost of living crisis for energy users. E ON Next have rode roughshod over government policy as I assume they are still accepting the EBSS payments from the government but not passing them onto the Consumer as they were intended. In terms of the DD guarantee and their own terms and conditions, they would not be allowed to arbitrarily raise your payments under the DD scheme without giving you due notice. Here they are being very oportunist and reverting the payment to one that you previously passively agreed to when it suits them

Last time I saw this kind of cash grabbing attitude was shortly before Symbio went bust, does that mean we should watch this space?