Issues with some Direct Debit payments being taken early

Why was my payment taken early?

Due to a system issue, we inadvertently took Direct Debit payments early from some of our customers on 24th December. We’re very sorry for this error and we've processed refunds to affected customers.

You don't need to do anything or contact us as the money should now be back in your bank account and your Direct Debit taken as normal. We apologise for the inconvenience.

Why don’t the payment dates on my E.ON account match my bank account dates?

The payments and refunds on your E.ON account are correct but may show different dates due to the way we have applied them. We’re very sorry for any confusion this may have caused.

I've received a bill now, but the payments look different. Why?

Our systems were updating while some bills were being created, meaning some refunds and payments were still in progress. Your E.ON account is now up to date and your next bill will reflect this. We’re very sorry for any confusion in the meantime.

Will my next payment be affected?

Your next Direct Debit payment won’t be affected and will be taken on your regular payment date.

I’ve received an email from you saying my Direct Debit has been cancelled. What do I do?

If you’ve had an email from us about this but you haven’t cancelled your Direct Debit with your bank, please ignore it. Your Direct Debit has not been cancelled and we’ll take your next payment on your regular payment date. We apologise for any confusion.

I’ve incurred additional charges as you took my payment early – what will you do about this?

If you have incurred additional charges as a result of this issue, we’ll reimburse this money to you. To discuss any additional charges, please get in touch.

You have sent me a refund and my bank has also refunded me – what should I do?

If you've had a refund from your bank as well as a refund from us, please let us know and we'll work through these as soon as we can.