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We left them as customers back in the spring after a dispute over the bill and the way they dealt with our enquiries.
We get an email at the start of November saying they have recalculated our bill and now they owe us £1800 and will put this in our account by December 5th.
They didn't.
There customer care phone line and all enquiry phone numbers hang up immediately after connecting.
There has been no response or acknowledgement of any emails sent requesting the money and for them to contact us.
I could really do with the £1800 right now but cannot find anyway through their communication blockage. Even the normal "email the CEO" is rerouted to ceo@eonnext.com and ignored.
Twitter usually makes these sorts of organisations sit up.
Great. I have to set up a twitter account because they don't listen to their own complaints service.
I will give it a try but any idiots guide to twitter so I know what to do and avoid telling the world my account numbers?
There's an energy ombudsman service for escalating issues, not sure what their qualifying criteria are as they might want you to wait X weeks/months for your supplier to resolve the issue.
https://www.ombudsman-services.org/sectors/energy
You will get through to EON eventually... Usually takes us up to an hour on hold and often the call will just drop after a period of time and we have to re-dial.
For £1800 it must be worth an hour or so on hold on speaker while you potter about?
They are crap,we hate been with them, but we're pretty stuck with them 😣
Assuming you have some proof of the credit, why on earth are you buggering about with twitter? Send them a recorded delivery letter demanding a refund, stating it will be going to the small claims court otherwise.
Totally agree with dafydd17
Technically you need to follow the process in case they are stupid enough to not pay you back
Make sure you check the boxes
https://www.which.co.uk/consumer-rights/letter/letter-before-small-claims-court-claim-aSFAC8Q6Jqan
Yep - don't mess around. Get cracking with this: https://www.gov.uk/make-court-claim-for-money
Is there a live-chat option. I usually find that the best way to communicate with large companies now. And you have a record of it as well at the end.
post your twitter here so we can like and share, to boost year reach and their worry.
It's (only) 8 days past the date quoted to you by EON; same as you, I would be pissed off in a similar situation.
It's doubtful if EON would see this as anything other than a minor administrative hiccup which they will resolve 'in due course'.
Expect to hear...unprecedented demand, staff shortages etc.
From a legal perspective, would be interesting to know if their email represents a contractual obligation made by them to you.
It’s (only) 8 days past the date quoted to you by EON; same as you, I would be pissed off in a similar situation.
It’s doubtful if EON would see this as anything other than a minor administrative hiccup which they will resolve ‘in due course’.
Expect to hear…unprecedented demand, staff shortages etc.
This.
The run up to Christmas is surely the worst time to have to contact an energy company. Five working days is nowt in the grand scheme of things. I'd agree with dafydd, write / email giving them a reasonable timeframe to sort it out before taking further action.
Even the normal “email the CEO” is rerouted to ceo@eonnext.com and ignored.
What do you expect?
A quick google would suggest that E.ON employs 17 thousand staff, has 33 million customers and has an equity of €18bm. How many complaints do you suppose they receive daily? I'm reasonably confident that their CEO wouldn't give the remotest of f***s that a former domestic customer's refund is a week late.
Do people not realise that emailing the CEO goes nowhere near the CEO, it's just another complaints email. The CEOs real email will be closely guarded assuming they even have one and it's not all done through their PA.
Download a blank small claims form. Fill it in, with a short precis of your efforts to date and send a copy to Eon, with a short letter notifiying them of your intention to commence County Court Proceedings, telling them it will be sent to the Court for issue in 21 days, whereupn addtiional interest and court fees will also become payable by them, unless payment is received. Give a firm date for payment.
Send it recorded delivery.
Keep a copy.
Do you still have a direct debit set up to them showing on your bank account?
Or did you cancel that when you left?
Ofte the case is an email is fairly standard and automated, but should there be no stored bank details available it will go straight to issuing a cheque.
Live chat. E.ON next was built around their online offerings and it's the best way to get in touch.
Just got my request for a refund on my account credit with Eon sorted via WhatsApp. Took a while but kept messaging them every day after I missed their first reply asking for account details.
Do you still have a direct debit set up to them showing on your bank account?
Or did you cancel that when you left?
How far back can you ask your bank to reverse a DD? Is there a time limit?
frankconway
It’s (only) 8 days past the date quoted to you by EON;
It's a month and 8 days from when they could have refunded... (and this after WCA left in Spring)
They could have said "We owe you £1800 and just paid it, expect it to clear my tomorrow" but they chose to hold onto his money for the extra month... (money they already had for several months)
We get an email at the start of November saying they have recalculated our bill and now they owe us £1800 and will put this in our account by December 5th.
It’s doubtful if EON would see this as anything other than a minor administrative hiccup which they will resolve ‘in due course’.
Good point .. better bill them for the letters and net 7 days payment ... make the first letter free then tell them an admin fee of £50 per letter thereafter.
Use Direct debit guarantee in a dispute, or whatever it's called.
I contacted my bank & money refunded promptly. 4 payments to a energy co I'd left some time ago.
see:How do I claim under a Direct Debit guarantee?
Simply contact your bank or building society. They are responsible for refunding the money - even if the original error was made by the organisation collecting the payment. But remember, if you receive a refund you are not entitled to, you must pay it back when the organisation asks you to.
How to claim - Direct Debit https://www.directdebit.co.uk › direct-debit-explained
if there are anything like Scottish power you will soon get a letter saying they are mistaken and you owe them money
which will be followed by a letter saying they are mistaken and they owe you money
which will be followed by a letter saying they are mistaken and you owe them money
which will be followed by a letter saying they are mistaken and they owe you money
which will be followed by a letter saying they are mistaken and you owe them money........
and each letter will have a different amount in it
Send them a recorded delivery letter demanding a refund, stating it will be going to the small claims court otherwise.
What you need is a "Letter before action" - it has to have specific content....
Claiming money in these circumstances is relatively straighforward.
https://www.moneyclaim.gov.uk/web/mcol/welcome
Ive used this before to claim unpaid expensed from a company I used to work with. They promptly made the payment once they received a letter from the courts.
I had similar experience with npower as @stevie750 had with Scottish Power.
What seemed to work was a) after a few months(!) we sent a letter before action in the post and b) the same letter with time and date for a meeting* at their own call centre address with our solicitor** (who of course would be charging for the travel and meeting, and we would pass on to npower) with head of customer service.
Funnily enough we had a letter and cheque basically by return of post.
*no intention of attending
**do I look like someone who has a family solicitor?
I've used Resolver in the past with success (not for an energy company issue mind), might be worth a try?
We get an email at the start of November saying they have recalculated our bill and now they owe us £1800 and will put this in our account by December 5th.
Have you checked that figure? Do you agree? (agree, not like) £1800 for a domestic over bill is a lot. - 1.5x the average annual domestic bill in 2021 (which would be a rough guide up to the spring of this year when you left).
Is the refund of an over payment or an "overdue" amount - I'm guessing if that 1800 is the bill you had issue with you didn't pay it.
Refund will most likely be a cheque at this point, so with royal mail, so assuming posted on the 5th might be with you before Christmas given strikes & Christmas.
They got back to me.
Apparently they couldn't put the money back into the bank account they had been taking it out of because they didn't know the sort code or account number. They also couldn't send a cheque to the the house that they sent all the other letters to because they didn't know the address. They couldn't tell me any of this in the email that told me they had my money because that was an automated email generated when they breached the energy watchdog rules and they couldn't send a follow up email because they didn't have my email address.
Informing the people they are owed money is just a mandatory requirement and unrelated to any actual repayment process. They rely on people contacting them (repeatedly) with requests for their money back before actually starting the process of repaying them.
The repayment should be with me in the next 15-20 days because that is how long and instant bank transfer takes these days.
Sounds like EON. Did I mention they're crap.
Glad you've (hopefully) got it resolved, but we've thought that before 🙄🤣
£1800 for a domestic over bill is a lot.
My mum had a bill where 2 digits of the meter reading were transposed for £5,000. Took ages to sort out including being told that lots of people have bills that high. Yeah, right if they have a weed farm or electrically heated mansion with stables and pool