Residential Help & FAQs
Understanding yourbills and payments.
Why are you notifying me that my Direct Debit is due?
We know things can pop up out of the blue, so it’s just a little reminder to ensure all is as it should be. If not then get in touch by calling 0808 501 5200 or emailing email@example.com and we’re happy to help.
Am I in credit or debit?
On your bill, a debit balance will be shown with a minus in front of it, for example: -£45. However if you’re in credit then your balance will show as £45.
Why can’t I pay by quarterly variable Direct Debit?
At E.ON Next we’re doing things differently to ensure our customers are at the heart of everything we do. We know life can quickly change and no one wants to have an unexpected high bill. So by switching your billing to monthly it allows you to keep an eye on your account, helping to avoid the unexpected.
I don’t want to receive my bills online, what can I do?
We strive to be a renewable energy company, so we’ll use every opportunity to be greener. If we have an email address for you, you'll get your bills by email automatically and they'll also be sent to your online account. If this doesn’t work for you please let us know.
I think my bill is wrong, what can I do?
First take a look to see if we’ve used your actual meter readings or our estimate of how much energy we think you’ve used, to calculate your bill. If your bill is estimated, send us a meter reading and we’ll update your account. If your bill isn’t based on an estimated reading or if something still feels amiss, get in touch and we’ll look further into this for you. Don’t panic, we’ll get it sorted.
Can I pay my bills online?
We can now take payments online - log in to your account to make a payment.
Can I change my monthly Direct Debit amount?
If you feel that you’re paying too much or too little and aren’t sure if this is right or just want some extra guidance, get in touch and we can look at changing this for you. We’d always just ask you to remember that your Direct Debit amount is based on 12 months of usage divided into equal payments. So it’s totally normal throughout the year for you to build up credit or debit on your account.
What payment methods do you offer?
We want to make energy easier for you and that’s why we recommend setting up a Direct Debit to pay your bill, as it’s super easy to manage your online account. Did you know you could also save money when you pay by Direct Debit? So if you’d like to set one up, please get in touch.
We also offer the following payment options:
Card payments via your online account or over the phone.
Pay us directly from your bank account using your E.ON Next account number as the reference. You can find this on your bill as well as any emails or letters we've sent you. Our bank details are: Account number: 70257647. Sort Code: 60 80 09.
You can pay by cash at your local Post Office, Payzone and Paypoint. You'll just need the barcode off your bill.
By cheque. Please make your cheque payable to E.ON Next, write your E.ON Next account number (e.g. A-12B2555B) on the back then post it to us at E.ON Next, PO Box 10909, Nottingham, NG1 9NJ.
Will I pay the same amount each month?
We’ll only suggest changing your Direct Debit payment if the amount you’re paying isn’t going to cover the cost of your yearly energy usage, or is out of line with your overall debit or credit balance.
When we say your tariff is ‘fixed’ we’re referring to your unit rate and standing charge (i.e. these two parts make up the cost of the energy you use), which will remain the same for the length of your fixed tariff.
When you begin your journey with us, we have to estimate your monthly payment information from your quote and your previous supplier. We only get access to your previous supplier’s data after your switch, due to data protection guidelines. So you may have ended up using more or less energy that we initially anticipated. This means you may build up credit or debit on your account.
We’ll email you if we think you need to adjust your Direct Debit to avoid being off-track with your payments. We won’t change it for you, it’s your money, you control the amount.
You can check all the important stuff like your balance, payment details and bills in your online account.
What happens if I am in credit or debit with you?
The amount of energy you use will vary throughout the year. It’s normal for customers to build debt at the end of the winter, or credit at the end of summer. We use this credit built up over the summer months to offset increased usage in winter.
If you see your account rising and are concerned with the amount of debt, this can easily be sorted without having to even get in touch.
We keep track of your payments and energy usage to ensure you’re not paying too much or too little and we aim to have your account balance at zero after 12 months. To give yourself peace of mind that you’re paying the right amount, it’s really important to provide meter readings every month.
If you think something's not quite right with your bill, or if you have a lot of credit and want some back email us at firstname.lastname@example.org to request a refund.
Do you offer discounts for dual fuel customers?
Unfortunately we don’t do discounts. Here at E.ON Next we don’t think it would be honest to penalise single fuel households or force customers to switch both their electricity and gas to us.
To keep things fair and simple for everyone, we’ve opted to keep everything online - as much as possible. And by taking payments via Direct Debit, it allows us to make super savings that we can pass onto our tariffs for everyone to have access and benefit from the best prices.
How will E.ON Next bill me?
We know bills can seem daunting and look like just random numbers on paper, but we promise that we have kept our bills simple - helping you feel less confused.
Here at E.ON Next we choose to bill our customers monthly. Therefore we will give you a little nudge by email, to remind you to send us a meter reading when your bill is due. If you have a Smart Meter, you can sit back and relax knowing this has automatically been done for you. By billing you at this frequency it allows you to keep an eye on your account, ensuring you’re only being billed for what you use, and that the payments you’re making are keeping your account looking healthy.
If we receive a meter reading before your bill is due, we will bill your account to that reading - so that when you look in your online account, it will always show your true balance. But this doesn’t mean that you will receive a statement, this will remain on the same cycle of being sent to you monthly. If you would like a bill before this date, get in touch and we’ll get this sorted for you.
We understand things can pop up out of the blue, so if we don’t receive a reading, we will create an estimated reading to bill to - which will be based on your previous consumption. This is why it is so important to send regular meter readings. If we go a long time without receiving accurate meter readings, you run the risk of building up a debt or too much credit on your account. This can easily be identified on your statements as you will see a minus next to your account balance if you’ve built up a debt. You’ll also be able to see this on your online account - next to your balance amount it will show if you’re in debit (orange) or credit (green).
How do I keep my account healthy?
First of all - don’t worry, it’s perfectly normal for your balance to go up and down throughout the year. We expect to see our customers use more energy when it’s colder and less when it’s warm, so don’t be alarmed if your account is in debt at the end of winter or in credit at the end of summer.
To make things easier we ensure you pay the same amount every month, so the credit you build over summer offsets your increased usage in the winter months.
If your account is building too much debt for comfort, this can easily be sorted in two ways:
Make a one-off payment of the outstanding balance and amend your payment amount to match your ongoing usage
Increase your payment amount so that it pays for your future usage, as well as pays off the debt over the next coming months.
This can be done through your online account or by getting in touch.
For your own peace of mind, we will always keep track of your payments and energy usage to ensure you’re not paying too much or too little. Our aim is to have your account balance at zero after 12 months.
If you think you’re building too much credit, first check that your account has been billed up to date - as the credit showing may not reflect what has been used since you were last billed. If this is all up to date and you still think the amount of credit is unnecessary, we normally would recommend that you have an additional two weeks of payments. This is just to act as a buffer, in case any of your circumstances we’re to change.
If you’ve ticked all these boxes and want some of this money back, email email@example.com to request a refund - just be mindful that the credit will build up ready for those chilly months.
What is Payment Adequacy?
A review of your monthly payment that checks to see if the amount you’re paying is right or not. It’s as simple as that.
Every time we bill your account, our system will automatically review your current payments to make sure you’re paying the right amount. If we notice that your monthly usage is higher than the payments you’re making, we will send you an email to advise that your payments need to increase.
You may also receive this email if the credit amount you have built is too small - so you don’t fall into debt over the coming months.
The email will explain how you can get back on track to ensure your account is where it should be. This will be done by either increasing your current payments to cover your ongoing usage and pay off the debit balance over the course of 12 months, or making a one-off payment to clear the debit balance and increase your monthly payment so that it matches your ongoing usage
.This is our first line of defence to prevent you building a large debt on your account - but it is your money, you’re in control. We will never change your payments without your permission.
Why isn’t my barcode showing on my bill?
Don't worry if your barcode isn't showing, you can use one from a previous bill as it's always the same on every bill.
Want to make your life a bit easier? Why not take a photo of your barcode on your phone so you can show it to the shop and save having to print off your bill.
The Direct Debit Guarantee
- This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
- If there are any changes to the amount, date or frequency of your Direct Debit, E.ON Next Energy Limited will notify you 5 working days in advance of your account being debited or as otherwise agreed. If you request E.ON Next Energy Limited to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
- If an error is made in the payment of your Direct Debit, by E.ON Next Energy Limited or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society. If you receive a refund you are not entitled to, you must pay it back when E.ON Next Energy Limited asks you to.
- You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.