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Original poster

Anyone else being harrassed by their Electricity/Energy co? EON Next

51 replies

wickedstepmothfker · 08/12/2022 13:36

So I was with Bulb who went bust last year. Ended up being transferred to EON Next with a large credit balance from overpaying (DD of £85 pm). Earlier this year (before all the chaos re price rises), they tried to up it to £250. I cancelled my DD as at the time I was still overpaid on £85 per month. I could see prices were going to go up so re-set up a DD a month or so later for £120 (after they charged me a late payment fee - I mean, WTF we weren't even at the quarter end!!).

Fast fwd to the end of Oct 22. They changed my regular DD and took £336 off me, which sent me overdrawn within 2 days of getting paid. I went online and tried to change my DD to a more appropriate £180 per month but the system wouldn't allow me to reduce it below £336. So I cancelled my DD with a view that I would set up a standing order again. Just so you know I actually submit regular meter readings. This is when it all started.

It took them a week to call me. Trying to get money out of me because I'd cancelled my DD. I explained I'd only paid them £336 less than 2 weeks previously and they were getting nothing out of me until the end of Nov. I put in a more recent reading. Call after call I got, telling me my account was in a 'state' as I owed £177. Telling me I didn't 'understand' how it worked. Well I work in Finance so I'm pretty sure I do. Whatever happened to the 'paying a regular amount' by DD and being behind over winter only to catch up in summer? Or even at a basic level, I am not 'in debt' or 'arrears' until the end of the quarter i.e. December. It's like they want your account to be £0.00 all the time or overpaid or they panic, thinking you are going to default and bully you by having you constantly on a chase list.

Within the last month I have had over 19 calls from EON, mostly daily, 2 today already, 3 yesterday. Text on Tuesday 6th saying my balance of £108 was overdue (that's funny, it was £177 a couple of weeks ago??). List attached, although this is not all of them. After the first 3-4 calls I clearly told them they were harassing me, not to call me and that I wanted a complaint escalating. I was assured it would be raised to the manager. The calls have not stopped since complaining on 18th Nov (circa).

Anyone had a similar experience?

Anyone else being harrassed by their Electricity/Energy co? EON Next
OP posts:
userxx · 08/12/2022 22:39

Bulb haven't gone under yet, they are still trading, octopus is going to take over apparently,

From my limited experience, eon are absolutely shit, I'd switch provider and get away from them.

TheGander · 09/12/2022 07:42

I’m a landlady and so pick up the bill during void periods between tenants. Shell charged me £297 for a 5 week period in the summer when the gas meter didn’t budge and the electric went up by one unit. I sent them readings but they just kept texting demands. Ringing and speaking to customer “services “ was useless they never followed up on agreed actions . In the end I had to send a letter recorded delivery with photos of meters at check out, check in, records of all phone calls. They ignored this and kept texting daily demands, escalating to saying they’d use a debt collector, until I rang again and finally they have adjusted the bill to standing charges only . I think most energy companies are trying it on and have poorly trained, usually offshore staff.

Original poster
wickedstepmothfker · 09/12/2022 11:58

userxx · 08/12/2022 22:39

Bulb haven't gone under yet, they are still trading, octopus is going to take over apparently,

From my limited experience, eon are absolutely shit, I'd switch provider and get away from them.

Echo your thoughts. Apologies it is a typo, Bulb are OK, I cannot remember my previous but they were on one of the Which? preferred energy suppliers lists. I haven't looked in a month or so but when I did try and shop around a couple of months back literally every provider was not taking on new customers

OP posts:
Original poster
wickedstepmothfker · 09/12/2022 12:01

TheGander · 09/12/2022 07:42

I’m a landlady and so pick up the bill during void periods between tenants. Shell charged me £297 for a 5 week period in the summer when the gas meter didn’t budge and the electric went up by one unit. I sent them readings but they just kept texting demands. Ringing and speaking to customer “services “ was useless they never followed up on agreed actions . In the end I had to send a letter recorded delivery with photos of meters at check out, check in, records of all phone calls. They ignored this and kept texting daily demands, escalating to saying they’d use a debt collector, until I rang again and finally they have adjusted the bill to standing charges only . I think most energy companies are trying it on and have poorly trained, usually offshore staff.

Yes I got the impression EON had an offshore customer service team. It's cr*p. I just don't have the time to spend on the phone due to being busy at work, but as soon as I can I will have a complaint in. I'd refer to the ombudsman but like normal they won't touch it until there is a final response. I said in one phone call I was going to charge £20 every time I picked the phone up 😂

Your experience sounds horrendous though!

OP posts:
userxx · 09/12/2022 17:29

Try octopus, I've just signed up my parents, they were with Eon. I tried to contact Eon by phone, no joy after 45 mins so I sent a WhatsApp, it took 5 days for them to reply, they said sorry for delay, if you still need help then text back..... that was 5 days ago.

What is going on with the energy companies!

Original poster
wickedstepmothfker · 09/12/2022 17:35

userxx · 09/12/2022 17:29

Try octopus, I've just signed up my parents, they were with Eon. I tried to contact Eon by phone, no joy after 45 mins so I sent a WhatsApp, it took 5 days for them to reply, they said sorry for delay, if you still need help then text back..... that was 5 days ago.

What is going on with the energy companies!

No idea. They think they have a captive audience I guess

OP posts:
MrsDanversGlidesAgain · 09/12/2022 17:39

Whaever you do, if and when you do change don't in the name of all that's holy go to EDF. Bunch of incompetent clowns.

(I find Eon OK, FTR. Sorted out my transfer to them in two days when EDF allegedly 'couldn't find my MPAN number.')

rwalker · 09/12/2022 17:39

all automated just cancelling DD it will spiral into what you’ve describe
you need to speak to them before you cancel or change anything
you cancelled it they were expecting payment hence late payment charge
as for increasing DD they gave to give you notice did the contact you prior to the increase I’m with them always had and email before any change and the date it takes effect from
also set email think about a week before telling my next payment due how much and when they are taking it

MrsDanversGlidesAgain · 09/12/2022 17:40

all automated just cancelling DD it will spiral into what you’ve describe
you need to speak to them before you cancel or change anything
you cancelled it they were expecting payment hence late payment charge

Agree, their automated system will show that DD has been cancelled and not why.

LynetteScavo · 09/12/2022 17:46

I don't think Eon next like you going into debt ever, but they're quite happy to let you be hundreds of pounds in credit, funnily enough!

I haven't even tried reducing my direct debit with them- I don't have the energy (pun intended) - if I'm still in credit in the spring I'm claiming it back though!

OriginalLilibet · 09/12/2022 19:00

I’m guessing that you were with Igloo. Eon Next are the worst company of any type that I have had the misfortune to deal with.

Their customer service people lie continuously, making up stories to cover up their own incompetence. They don’t deserve any of your money.

Orangesare · 09/12/2022 19:07

Can you ask to go on a variable dd? So you submit a meter reading and pay for what you use each month. I’ve had this system with various companies for years. You however end up with much bigger bills in winter as a fixed dd evens it out. For example I am in an all electric house and usually use £120 a month of electricity but as use is going up now it’s cold I wouldn’t be surprised if I have a couple of £500 bills to pay. But I have budgeted for it in my savings account.

jenn88 · 09/12/2022 19:26

I am with Eon, I submit fairly regular meter readings! Just happened to look at my account and we are just under £700 in credit however they haven't submitted a bill to us since September?
They are impossible to get hold of, on hold for hours! No reply on WhatsApp or Facebook messenger!!
Fretting we are going to get a very large back bill! I can't understand why as we have always paid monthly DD and been billed monthly?

LynetteScavo · 09/12/2022 20:37

Eon next generate a statement every time I submit a reading. We have a smart meter, so I shouldn't have to, but I choose to every now and again, as I don't trust them. I think a variable DD would suit you better, OP.

Mehmeh22 · 09/12/2022 20:44

Had exactly the same experience. I agreed a DD amount with them. As you said, they're happy for you to have a credit balance but heaven forbid you owe them a penny! If it wasn't for the crisis I'd have moved. Their hounding did make me relent tbh.

Calmdown14 · 09/12/2022 20:46

Can you switch to monthly rather than quarterly billing? I do this with Utilita and they finally have an app that understands economy 10 and will let you submit two metre readings! I just send my reading on the last day of the month. It means you can average it out a bit over the year but you know where you are and can adjust if necessary.

Before that my bills were erratic as some would show four months use but only three payments as it missed it by a day so then they would think I was in debit, then the following bill it would be big credit .

Original poster
wickedstepmothfker · 09/12/2022 21:09

OriginalLilibet · 09/12/2022 19:00

I’m guessing that you were with Igloo. Eon Next are the worst company of any type that I have had the misfortune to deal with.

Their customer service people lie continuously, making up stories to cover up their own incompetence. They don’t deserve any of your money.

Yes you are right it was Igloo not Bulb. I get that they get nervous if a DD is cancelled, however i explained on the first call that yes I had cancelled it, yes I’d paid a large amount and no they were not getting anything out of me until the next scheduled date. It’s not a condition of my account that I must be on DD and they shouldn’t be allowed to chase before the quarter end.

OP posts:
TheGander · 09/12/2022 21:41

It’s looking like there are issues across the board with energy companies. They seem to be in terror of customers defaulting and are aggressively chasing the money (and I’m not surprised, given the horrendous prices). But their systems can’t cope. I remember reading in which? that all energy companies except British Gas performed badly in their latest customer satisfaction survey.

rwalker · 10/12/2022 06:27

TheGander · 09/12/2022 21:41

It’s looking like there are issues across the board with energy companies. They seem to be in terror of customers defaulting and are aggressively chasing the money (and I’m not surprised, given the horrendous prices). But their systems can’t cope. I remember reading in which? that all energy companies except British Gas performed badly in their latest customer satisfaction survey.

I work for one of the utilities and have had a spell in there call centre
a lot of the time it’s not bad service it people been told what they don’t like

OP agrees to pay by DD then pleased herself and cancelled it without telling them
this caused all of the issues
then blames them

CoffeeBoy · 10/12/2022 06:49

I can recommend Ovo. They seem to understand the concept of being in debit over winter but then building up credit in summer and have made no attempt to increase my direct debits. They have a forecast for what I will be at by the end of the contract which says I’ll be £100 in credit.

unsync · 10/12/2022 07:35

I've always found Eon Next very helpful. If you are not on DD you are expected to pay within the week. Payment expectation is very much dependent on tariff (monthly or quarterly).

The bill change mentioned by OP is probably due to the £60 government payment.

partystress · 10/12/2022 08:34

I’m dealing with my late DF’s house. He was with Eon. Twice I have been written to by a debt collection agency. The first time, there was a small arrears but Eon customer service had wrongly advised me there was nothing to pay until the house sold (and had ignored my request to send me a bill up to the 31 March tariff change). The second time, the account was in credit.

i wrote to both companies saying that I felt this was harassment and that it would be extremely distressing for someone in financial difficulties themselves to be approached like this over a relative’s estate.

My experience with Octopus (three years now) has been brilliant.

LynetteScavo · 10/12/2022 08:40

Text on Tuesday 6th saying my balance of £108 was overdue (that's funny, it was £177 a couple of weeks ago??).

This is probably due to the government payment. Do you have the app, OP? it will show your transactions.

TheGander · 10/12/2022 11:02

I’m sure that happens rwalker but my experience is I have communicated clearly with Shell and nothing that was agreed to via the call centre was acted on . It’s only when I sent a letter via recorded delivery to customer services with photographs of meters, timeline etc that they stopped requesting their fantasy payment of £297 and revised their bill to the actual zero usage( in the event, £38 standing charges for about 6weeks).

Original poster
wickedstepmothfker · 12/12/2022 06:47

LynetteScavo · 10/12/2022 08:40

Text on Tuesday 6th saying my balance of £108 was overdue (that's funny, it was £177 a couple of weeks ago??).

This is probably due to the government payment. Do you have the app, OP? it will show your transactions.

Thanks, you’re right it will be that. I don’t have the app, I just tend to use a normal browser

OP posts: