Eon Next - on-line transaction record gets corrupted

QrizB

SalveForOldSores said:

... 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.

My experience is that, whenever one requests a refund from one's energy supplier, they will bill you up to that date (using estimates if there isn't smart meter data available) before permitting the remaining balance to be refunded.

Your reported situation is what I'd expect.

Rodders53

You should be / ask to go onto Variable Direct Debit.

That's almost the same as you do at present (although they take the DD about a fortnight after the monthly bill/statement is issued so you keep the money a bit longer).  No manual payments that you can forget or duplicate and if EoN or your Bank do make duplicates the DD guarantee means you get it back almost immediately.

On top of that, you may find your tariff rates may reduce because of the fact you pay by Direct Debit.

EoN have been better than usual after my <altercation and Complaints> with them over the Covid fuel payments they were clinging onto and I went onto variable DD rather than their (incorrect) guesstimates of fixed DD/consumption.  They even corrected an error (regarding a penalty charge) when I changed tariff from a new fixed rate to EoN Next Drive when we got an electric vehicle with good grace and immediately after I called them on the telephone.

I'd agree that EoN have done a new bill when you have asked for a refund... as that's all that their systems 'allow'.

oldagetraveller1

"tithe collecting booth for a turnpike road . . "
Totally off topic, but I suspect someone needs to refresh their definition of a tithe.

booneruk

TLDR. Though, there has been no thievery.

You could just wait until your next bill and let the balances come closer together, your blood pressure will probably be thankful.

SalveForOldSores

And for further clarification they can return the £139.77 using the CHAPS system, within 2 hours.

Could be back  in my account by 20:00 this evening and not a word to the CEO.

That would be the magnanimous Customer Service response which would gain respect and reverence . . . . .

Gerry1

SalveForOldSores said:

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.

That's a double whammy if ever there was !  If you've never changed supplier to get a cheaper tariff you've wasted lots of dosh.

Similarly, choosing Pay on Receipt of Bill usually costs significantly more than Direct Debit.

You haven't lost your £139.77, it'll still be there (with a deduction for usage up to the next billing date) but you've lost much, much more by wasting money.

SalveForOldSores

The old marketing la-la (and slightly off-topic ?). . .change your supplier . . .but if they are all acting in the same spiv way (Aka the shining path of neo-liberalism and its 40 year mission to support the eye-watering salary costs of  an over-weight marketing and accounting corporate superstructure)  . there's no advantage to the consumer.

By the way . . I must point out that Microsoft Co-Pilot AI told me, personally and confidentially, of course, that :-

"In the UK, utility companies must refund overpayments unless they have a valid reason to retain the credit balance. According to Ofgem and Citizens Advice, customers can request a refund at any time, and suppliers are expected to process it promptly unless they can justify withholding the funds.

Legal Basis for Holding Overpayments:

1. Future Liabilities – Some suppliers may argue that keeping a credit balance helps smooth out seasonal fluctuations in energy usage, particularly for customers on direct debit plans. However, this is not a legal right—customers can still demand a refund.

2. Contractual Terms – If a supplier has specific terms in their contract stating that credit balances will be retained for future bills, they may use this as justification. However, they must clearly communicate this to customers.

3. Regulatory Standards – Ofgem has set guaranteed standards requiring suppliers to refund credit balances within 10 working days of issuing a final bill when an account is closed. If a supplier fails to do so, they must compensate the customer.

If a utility company refuses to refund an overpayment without a valid reason, customers can escalate the issue to Citizens Advice or the Energy Ombudsman for resolution.

Would you like guidance on how to formally request a refund? "

👌

SalveForOldSores

Its monthly cash flow sweetie  . .for all those pensioners surviving on well less than half the average UK income, mis-placing a sum like this makes a big dent - you may have noticed people getting concerned about the coming increases in Council tax which may be of similar magnitude or greater.

Even the Trans-Atlantic Satsuma could understand that.

Trust these spankers with a direct debit, let alone a "Smart Meter" after they've done this ? Are you into circus performances . . head into mouth of Lion ?

Gerry1

As has been previously suggested, the really obvious answer is to switch to Variable Monthly Direct Debit.  The first meter reading should automatically trigger a refund of any credit after the Variable amount has been collected.  After that, there will never be any credit to refund.  For all intents and purposes it'll be the same as what you're doing at the moment, except that it'll be cheaper and you won't have to worry about missing a payment.

And of course if E.On break the terms of the DD agreement, e.g. by collecting a different amount or failing to give you the agreed period of notice, then you are entitled to a full and immediate refund from your bank.

You really are making an expensive rod for your own back.

debitcardmayhem

SalveForOldSores said:

The old marketing la-la (and slightly off-topic ?). . .change your supplier . . .but if they are all acting in the same spiv way (Aka the shining path of neo-liberalism and its 40 year mission to support the eye-watering salary costs of  an over-weight marketing and accounting corporate superstructure)  . there's no advantage to the consumer.

By the way . . I must point out that Microsoft Co-Pilot AI told me, personally and confidentially, of course, that :-

"In the UK, utility companies must refund overpayments unless they have a valid reason to retain the credit balance. According to Ofgem and Citizens Advice, customers can request a refund at any time, and suppliers are expected to process it promptly unless they can justify withholding the funds.

Legal Basis for Holding Overpayments:

1. Future Liabilities – Some suppliers may argue that keeping a credit balance helps smooth out seasonal fluctuations in energy usage, particularly for customers on direct debit plans. However, this is not a legal right—customers can still demand a refund.

2. Contractual Terms – If a supplier has specific terms in their contract stating that credit balances will be retained for future bills, they may use this as justification. However, they must clearly communicate this to customers.

3. Regulatory Standards – Ofgem has set guaranteed standards requiring suppliers to refund credit balances within 10 working days of issuing a final bill when an account is closed. If a supplier fails to do so, they must compensate the customer.

If a utility company refuses to refund an overpayment without a valid reason, customers can escalate the issue to Citizens Advice or the Energy Ombudsman for resolution.

Would you like guidance on how to formally request a refund? "

👌

Since you are interested in AI, I suggest you email them , and you will get the usual AI chatbot responses. You will get on famously with that 🥸