Big Energy Credit Claim Back: EON Next

What is the Big Energy Credit Claim Back?

The Big Energy Credit Claim Back is a campaign that 38 Degrees is running in partnership with the Warm This Winter coalition, of which we are a member, to help households reclaim their unused energy credit from energy suppliers.

If you have additional questions, get in touch at info@warmthiswinter.org.uk 

The more of us who claim back, the more we’ll show energy companies that we won’t put up with them hoarding our cash during this cost of living crisis!

How does it work?

If you pay your energy bills by direct debit, you can claim back any credit you may have overpaid throughout the previous year.

Different companies have different ways to do this, so Warm this Winter has done the research and compiled individual steps for each company – but all of them require you to have up-to-date meter readings. Most also offer assistance if you need help with the process.

Whoever your energy supplier is, the following important warnings must be understood in all cases:

• Do not cancel your direct debit. This may result in the price you pay for your energy going up.
• By taking back the credit you are owed, this may increase your direct debits going forward as many suppliers create an excess buffer, but you will be able to get that back if you are in credit after next winter.
• There is also a danger that if you haven’t supplied regular meter readings that you may not be in credit and could end up owing your supplier more money.

Ofgem, the industry regulator, says that energy companies must give you back the credit you’re owed within two weeks.

How can customers contact E.ON Next about claiming back their credit?

Customers can get in touch with E.ON Next to ask for their credit to be refunded either online or via phone call.

How long does it take for an average customer to complete the process?

E.ON Next did not provide this information, but we’d love to hear from you about what your experience of trying to claim back your credit was like. Look out for our next email with a short survey to share your experience!

Is there anything customers need to do before starting the process?

Customers should submit their current meter readings. Some customers claim they have been asked for photographs of their full meters, including serial numbers and meter readings visible.

What information do customers need to have on hand?

Customers need to have submitted a meter reading within the past 30 days on their online account, and have their account details to hand.

What are the steps to claim back credit?

• Submit a recent meter reading within the past 30 days using your online account
• Call E.ON at 0808 501 5200 with your account number to request a refund
• Customers can request a refund on their balance provided their account is billed up to date with an actual meter read within the last 30 days.

What is the timeframe to get credit back?

If a customer has requested a credit refund, it takes 5-10 days for a Direct Debit refund and three weeks for a cheque, to allow for postage.

What services are available to help people who may not be able to use the outlined procedure?

E.ON Next has a Priority Services Register available for customers. Customers can add themselves to it via their online account or by emailing (hi@eonnext.com) or by calling (0808 501 5200). There is also a TextRelay service available for customers who may need them (dial 18001 in front of our phone number 0808 501 5200).

E.ON Next have additional services to help the visually and hearing impaired, those with limited technology access or skills, those who are ill and those whose first language isn’t English. They also have a dedicated bereavement team to help their customers.

What is the process for bereaved families for claiming back credit from deceased relatives?

E.ON Next use the NotifyNow service so accounts of deceased customers can be closed without the bereaved needing to speak to anyone. It is available here: https://notifynow.uk/eonnext. They can also be reached directly on 0808 501 5200 or at hi@eonnext.com. 

Customers are asked to have the following information at hand: 

• The deceased’s full name and address
• The date they passed away
• Meter readings from as close to this date as possible 
• The name and details of the person who’s looking after their affairs. If there’s a will, it will likely be the Executor of their estate. If there isn’t one it will be an administrator. If they didn’t leave a will and you’re unsure who the administrator is, don’t worry just provide any information you can and E.ON Next will help to get it sorted.

Please provide any other information you think is relevant to customers about the process:

This may impact the amount a customer needs to pay each month to ensure the Direct Debit amount covers their ongoing energy use. E.ON Next will suggest changing a Direct Debit payment if the amount is not going to cover the cost of the year’s energy usage, or if it is out of line with the overall debit or credit balance. This avoids customers building up unnecessary credit, or debt, on their account. Further details can be found on their website at https://www.eonnext.com/help/billing-and-payments. 

How can I share this with others?

The more of us who claim back, the more we’ll show energy companies that we won’t put up with them hoarding our cash during this cost of living crisis! Click here to sign and share this action with your friends and family to force energy companies to take notice.