E.ON Next takes responsibility for ’21 to ’23 billing error impacting a limited number of customers; Direct action taken to refund and compensate those involved
- E.ON Next identified and fixed the problem and thanks Ofgem for its involvement after it reported the issue to the energy regulator
- Customers do not need to take action as E.ON Next has contacted those impacted directly.
E.ON Next has today provided an update regarding an issue affecting some prepayment meter customer accounts between February 2021 and September 2023.
Around 250,000 customers were identified as not receiving a final bill when they switched suppliers, with associated actions that should have followed then not carried out as a result.
The issue was identified and self-reported by E.ON Next to Ofgem, reflecting its commitment to transparency and customer care.
Customers affected do not need to take any action as they have been identified and directly contacted by the company.
Chris Norbury, Chief Executive Officer of E.ON UK said:
“We are deeply sorry to the customers affected by this system issue and have taken the correct steps to put things right.
“As soon as we became aware of the error, we acted swiftly to report it to Ofgem and have since made significant changes to prevent it from happening again. We are committed to putting things right for our customers.
“We have contacted all those affected directly to ensure they receive any outstanding final bills, refunds owed and compensation. This includes ensuring that those who were in credit receive the money they are entitled to and those who were in debit when they left having that money owed removed entirely.”
End
Notes to editors
About E.ON Next
E.ON Next is committed to providing innovative energy solutions that empower customers while contributing to a sustainable future. With a focus on affordability and customer satisfaction, E.ON Next offers a range of products and services designed to meet the evolving needs of households across the UK. www.eonnext.com
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