E.on pay-as-you-go clients ‘left with out heating’ after 1000’s of top-up funds delayed

I’m an E.on customer and can’t top up my meter – what can I do?

You can still make top-up payments online but E.on has cautioned customers to “allow extra time” in case there are delays. It adds that if you can’t top-up online you can call its automated phone line on 0800 015 6368, using a credit or debit card or a top-up voucher bought from the Post Office. This line is automated which suggest there shouldn’t be delays when calling (which customers have reported when trying to call customer services), but we’ve asked E.on to confirm this.  

E.on says that no one should be left out of pocket as a result of the issues, and that if a customer has made a payment this should eventually go through and show up on their meter – though it’s asked customers to “bear with us” during the delays. 

If you want a refund of the payment you’ve made or you’re worried your supply may stop because you haven’t been able to top up, E.on says you should contact it for help. Its general contact number for Smart Pay As You Go customers (who top up online) is 0345 366 5996, though some customers have reported long waits and we’ve asked E.on what the best way to get in touch is. 

It’s also said there will be no impact on customers who go into debt on their meter as it doesn’t charge extra if this happens, and the debt won’t be reported to credit reference agencies. Customers will just need to pay for the energy they have used.

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