Eon Next billing nightmare — new build chaos, need help!

strandz

Hi everyone,

I’m at my wits' end with Eon Next and could really use some advice.

We moved into our new build property on March 28, 2024, and contacted Eon Next at the beginning of April 2024 to set up our account. We were told the meters were “twisted”, so they couldn’t open an account until it was resolved.

Since then, we’ve called every 2–3 months for updates and kept getting told it was being “dealt with.” They also claimed they couldn’t bill anything beyond 12 months, so we shouldn’t worry. However, this has dragged on for well over a year.

We’ve had field agents visit twice trying to collect a debt — even though Eon never created the account properly.

This year, Eon finally acknowledged they’ve done nothing to rectify the issue. They’ve now fixed the electric account, but gas remains partially unresolved. Turns out the meters weren’t twisted at all — the gas supply was incorrectly registered. We were told we couldn’t have a single-fuel account; it had to be dual-fuel, which supposedly prevented the account from being created.

To add insult to injury, they accused us of lying, claiming there was no record of our calls — which we’ve since proven wrong by providing our own evidence.

They’ve now applied back-billing protection (£212.64) and offered a £60 goodwill credit, but we’re stuck. The bill continues to rise and the gas account issue is still unresolved.

Has anyone successfully escalated something like this with Eon Next or the Energy Ombudsman? Are there other steps we should take first?

Grateful for any guidance or stories you’re willing to share.

Thanks so much

mac.d

Raise a formal complaint with Eon Next, so you can at least get the clock ticking on then escalating it to the Ombudsman.