Eon Next customer service

Sunshinegiggles

We started complaining to Eon next in February 2023, after our bills sky rocketed in November 2022. We were receiving bills for £300-500 per week and had no choice to pay them, despite emailing weekly and calling to say that we live in a modest 3 bed house, this cannot be correct! The gas was the most expensive and we didn't use our heating once as we had a log burner. We were ignored and customer service were rude.

 We decided to get a smart meter put in in May 2023 to prove that we were being grossly over charged and sure enough it did! we were however, still being ignored despite providing spread sheets, figures and proof that the bills were incorrect.  By May 2023 we left for UW and sighed with huge relief when we started paying an amount that was affordable and correct. 

We complained to the Ombudsman and after weeks of investigation, they advised EON to merely pay a £100 compensation and write a letter of apology. Eon then rectified the bill and accredited my account with £4,657 return payments taken in error in August 23, every time we rang, emailed and wrote we were told they couldn't return the credit to me as the bill needed adjusting.

Over a period of 5 months, my husband and I have spent hours each week, speaking to various people who said something different, the Ombudsman put my case as closed and ignored me. The 5 months has been an emotional fight. I contacted Citizens advice who couldn't help, Watch dog  emailed me back but then never returned my calls.  Then completely out of character I started writing frequent trust pilot reviews on EON Next's until  a week ago I finally had a Eon Ombudsman liaison  email me who said she needed to work on my bill. I asked her if she would please update me daily and she has, she has now finalised my credit to £4,878.00 and said it will now go to finance for clearance  and I should have it in 10 days time (I have been told this 6-7 times previously) and I am hoping this is true and she has be fantastic to communicate with.

She asked today what my next steps are and I said I would like to go for compensation. She agreed I should, but then suggested £75.00, I thanked her but declined and said I needed to ask people what is reasonable to request. So I am writing on here hoping to get some idea of what we should ask for and how to back up my claim? Any advise is greatly appreciated.

Alnat1

I'd suggest an amount similar to what you could have earned in interest if the money had been in a savings account

MeteredOut

I'd be going for what you would have gotten in the highest paying savings account for the amount paid back. Remember you've already had £100 compensation.