Eon Next - on-line transaction record gets corrupted

SalveForOldSores

I am a customer of Eon Next and its predecessors going back to the Eastern Electricity Board in 1985. I read my meter monthly and pay electronically monthly on receipt of a monthly bill. 

On 11th April 2025, I, I made a first-time error and paid my monthly for March (£139.77) bill twice - once on 10th April 2025 and again on 11th April 2025. This left my Eon-Next account in credit to the tune of £139.77 !

On realising what I had done, I E-mailed my request for the return of the overpayment on 11th April 2025 and received the following e-mail response:-

"Thank you for your email, I hope you have been keeping well.

If you can kindly bear with me momentarily I will look into this and get back to you shortly, however this will have to be tomorrow afternoon when I am back on shift.

Sincerest apologies for the delay and any inconvenience this may have caused.

If there is anything further we may assist with please do not hesitate to get back in contact."

As of today (13/04/2025) I've heard nothing further from Eon.

 However, I found today that my on-line Eon_Next  account Transaction list has become totally corrupted and is now showing 67 entries all dated 11/04/2025, none of which relate to any transaction that I have made.

The balance of the account now stands @ £160, in credit and the entries on the corrupted account ranged up to a monthly charge of £5,250 !!!

- the usual range of my bills is  £75 to £150 per month being single bedroom accommodation with me as the only occupant.

Being a pensioner, living in London, on modest income, with on-going health issues (Sufficient to have me categorised as Extremely Clinically Vulnerable for the purposes of COVID), I'd  just prefer return of the £139.77 to my bank account and for my on-line account to be re-instated with the correct details.

Somebody in Customer Service has  obviously made a right Horlicks of implementing my request. Are these sort of errors self-wrighting or should I write back  - I'm loath to contact the lower echeleons in case somebody there doubles down on the error to hide it.

SalveForOldSores

Forgot to add, as of 13th April 2025, nothing has been refunded yet. 

jabba_the_matt

Sorry to hear that. As I have discovered, Eon Next is a joke. Customer service is completely ineffective.

Reed_Richards

My experience is th if you raise a complaint with Eon Next it grabs their attention and eventually leads to your problem being sorted.

SalveForOldSores

This morning, on first sign-on,  the Eon Next immediate post sign-on page entreated me,   in banner  headlines,  to invoke the complaints procedure - this message disappeared on second sign-on and instead I find that on 12th April 2025 somebody has submitted a estimated reading (In the past, since 2021 estimated readings, have only been applied at the end of the month) and this has reduced the credit balance to £97.58. Thus preventing me from demanding the return of the full overpayment of £139.77.

And, no covering E-Mail explaining what they were going to do. Nothing

And nothing has been repaid.

Kafkaesque . . Menacing complexity (Tick) . . . .looming danger (Tick) and all delivered, FOC, by Eon Next  . . Presumably to give the staff something to do, whilst pushing the corporate  Smart Meter narrative la-la  (Which they've been doing for the last 4 years) and  riding roughshod over customers rights by disrupting my accounts.

Seems to me as if they are trying to provoke a reaction  . . More  attempts at  encouraging geronticide a la mode Anglais ?

born_again

SalveForOldSores said:

Forgot to add, as of 13th April 2025, nothing has been refunded yet. 

10th, Thursday, 11th Friday.
You raised it on Friday. Someone said they would get back to you. Guess they did something they should not have done hence the messed up transaction record..

It will have to go to accounts to check that both payments are showing. Guessing that they will not work over weekend & any payment made will be processed either today or tomorrow.
As most companies will run payments at the end of the day, not in real time like normal faster payments. 

SalveForOldSores

Of course, there's the possibility that there is no agenda playing out here and they are just completely incompetent.

Comes to something when there are no banks at all on your local high street (All expunged in the last 5 years), the bank threatens to cancel your ATM card because of low use (I've been in hospital)  and your energy supplier can't even maintain ordered accounts . . . what a drietsack of a country.

born_again

SalveForOldSores said:

Of course, there's the possibility that there is no agenda playing out here and they are just completely incompetent.

Comes to something when there are no banks at all on your local high street (All expunged in the last 5 years), the bank threatens to cancel your ATM card because of low use (I've been in hospital)  and your energy supplier can't even maintain ordered accounts . . . what a drietsack of a country.

Please take a breath & give them chance to sort your error out. Employees deserve some time off at weekends.👍

Not their fault someone paid twice....

SalveForOldSores

I've got a REAL pain in my fanny most days, not a woke one,  . . but, nevertheless,  they managed to get their act together enough to enter an estimated reading mid month (First time they've ever done this) and deprive me of the right to obtain a full refund of the overpayment of £139.77.

SalveForOldSores

They must have a wonderful staff morale situation there . . . fully in-line with the contemporary neo-liberal/monetarist model,. . i.e. all that matters is raking in the cash and fubar to the customer . . and the staff .

SalveForOldSores

They are supposed to running a modern 21st Century business, not a 17th Century tithe collecting booth for a turnpike road . . . so where is the customer service on Saturday and Sunday to suit the over-worked average joe  customer, who probably only have time at week-ends to sort out their financial and fiscal matters ?Nowhere. . . . that's where.  Pathetic.