E.onNext taking too long to repay me

MoneySaverUK123

My E.onNext account says -

"A repayment of £150.00 on Jul 3rd hasn't yet been applied"

It's now the 12th of July, and no sign of this repayment in my current account.  I've been told I have to wait 10-14 days for it.  I feel that this is too long.  

How about 3-5 days instead?!

Has anyone had a similar experience?

[Deleted User]

What is the repayment for? There are guaranteed performance standards relating to final bills but as far as I know other repayments are down to the supplier. Suppliers have an escalating refund approval process. The larger the refund the higher up the chain it goes for approval.

MoneySaverUK123

Dolor said:

What is the repayment for?

Over the course of monthly direct debits, I have ended up with an excess credit balance.  After I eventually get the £150, I'll still be in credit with them for around £65.

Dolor said:

The larger the refund the higher up the chain it goes for approval.

I wonder if they could automate some if this process - if the customer has an excess credit balance, then I wonder why the refund would not be approved?

Thanks for your comments.

[Deleted User]

After I eventually get the £150, I'll still be in credit with them for around £65.

£65 of credit is insignificant as we move towards the Winter. What is your annual usage in kWh/year and your monthly payment?

FreeBear

MoneySaverUK123 said:

My E.onNext account says -

"A repayment of £150.00 on Jul 3rd hasn't yet been applied"

It's now the 12th of July, and no sign of this repayment in my current account.  I've been told I have to wait 10-14 days for it.  I feel that this is too long.

I had to wait for what seemed like an eternity for a refund of credit from Eon. However, it did arrive eventually (I think it was just over 10 working days).

In this day & age of instant transactions, I also think this type of delay should be a thing of the past.

MoneySaverUK123

Dolor said:

£65 of credit is insignificant as we move towards the Winter. What is your annual usage in kWh/year and your monthly payment?

My monthly DD payment is £46, and that does appear to be the amount that I seem to use on a monthly basis.

My elec Estimated Annual Usage = 811 kWh
And gas Estimated Annual Usage = 34 kWh (I don't use much gas!!)

Thanks.

Gerry1

MoneySaverUK123 said:

Dolor said:

£65 of credit is insignificant as we move towards the Winter. What is your annual usage in kWh/year and your monthly payment?

My elec Estimated Annual Usage = 811 kWh
And gas Estimated Annual Usage = 34 kWh (I don't use much gas!!)

Never rely on estimated readings.  Just find two sets of readings 12 months apart and then do the sums to convert the gas volume to kWh.

Scot_39

I wonder if they could automate some if this process - if the customer has an excess credit balance, then I wonder why the refund would not be approved?

Thanks for your comments.

EOn Next appear to operate differently from EOn when it comes to refunds - EOn used to send me refunds periodically - at annual review - without request - the last c£200.

In Mar - worried about whether I or they would as promised fix the £67 EBSS discount issue.  There was nothing noticable on the main page - but iirc when went to the DD page - there was a new tick button and a peice of text - saying something along the lines of "your account has been pre-authorised for refund".  

There was no text or e-mail notification of the offer to refund to guide me their.

So maybe it's gone from automatic - to (an unpublicised) user request default in some way.

I didn't select it at the time - and when they did my "energy price changing" annual estimate calc for the cap update a week or so later - they rolled the credit into a new lower DD level calculation - and that button / text unsurprisingly wasn't their anymore - despite still being c£350-400 in credit - running into summer.

My current DD barely covers the summer use - credit will disappear quick enough over winter.  I guess I could phone to get some released and reset my DD - but phoning EOnNext customer services is a task to be avoided in my opinion unless essential.

Sadly despite a couple of long calls, emails and still no resolution in last few months - I didn't get the £8 share of Ofgems poor service compensation award this month.

MoneySaverUK123

Thanks a lot for all replies above.

I thought I'd email them again, as it's now been 10 days since my account states that -

A repayment of £150.00 on Jul 3rd hasn't yet been applied

The email reply I received says this -

The refund you are enquiring about has been approved by our accounts team on the 10th of July 2023

You may need to wait up to 10 to 15 working days to receive

Its taking longer than usual to get refunds approved because of the back log of refunds we have collected during the bank holidays in May

Sorry for any inconvenience caused by this

So it seems that I may have to wait quite a bit longer to receive my refund!

oldagetraveller1

I received a part credit balance from them earlier this year.

It did take 10 days before it reached my bank account.