Switching nightmare EON.Next

Jmp0001

I switched my electricity supply in April 2024

This was not done properly as I signed up for an Economy 7 tariff but was put on a single tariff

After 5 month's this was finally amended but it became evident that from April til September I was being charged for all my usage at the day rate

I referred to the Energy Ombudsman

Whilst the case was with the Energy Ombudsman I requested a breakdown of my half hour usage. EON.Next failed to provide this in a timely manner and as a result the Ombudsman case was closed

When EON.Next finally provided the data they refused to make the correction even though it 100% showed the errors.

I contacted the Ombudsman again and they contacted EON.Next on my behalf and in February 2025 they corrected my bills. The Ombudsman couldn't understand why they insisted they contact them on my behalf rather than making the necessary correction.

I then decided to switch away from EON.Next due to poor customer service

At this point they recharged me a whole year's usage at the night rate as for some reason they reset the night rate starting figure to what it was when I switched in April 2024!. 

They have now advised I need to refer my case to the Energy Ombudsman

So whilst it should have been cheaper it wasn't due to incorrect/double charging. At one point they charged me over £3000 as they decided to recharge me for all the usage on my smart meter which was fitted by a previous provider.

fromdusktilldawn

E.On Next customer service was awful when I experienced billing errors. I exchanged 30+ emails with them to try and get things put right. Explanations made no sense and I was beginning to doubt my own understanding of the situation. Like you, it was an economy 7 tariff. I had all my readings and I sent hours checking bills. One bill didn't add up properly with the total value being different to the charges + VAT line items. I never got a proper explanation, despite asking to speak to a manager, and customer service was extremely poor. Finally, I took my case to the ombudsman, who found in my favour. It was such a relief to get my complaint upheld.
I don't plan to ever use them again but if I was ever in this situation again, I would push to go to the Ombudsman sooner. The process was relatively straightforward, both sides get to submit their case via an electronic form. I spoke with the ombudsman on the phone. I could see the progress of the case online at any time. Finally, I received a phone call to confirm that the ombudsman had found in my favour and I felt surprisingly relieved.
Good luck in trying to get a fair resolution.

Jmp0001

Thanks, the fact they think i used nearly 2000 units in 2 weeks says it all.

Only time a got a timely (albeit meaningless) reply was when I posted a negative review on another site.

Yes I'd never go back to them even if they paid me!

Reed_Richards

I'm with Eon Next.  I have found that some of their customer service agents don't seem to know what they are doing whilst others appear competent. If you raise a complaint that raises the level of competency of the agents who deal with you.  I've had to raise two complaints in four years, during which time I had a smart meter fitted and moved to a time-of-use tariff.  They were both resolved to my satisfaction and reasonably quickly.