When will EON be pressing there magical reset button ??

Mary.s_3

Hello and Happy new year everyone
I am so angry:mad::mad:and desperately hoping that someone may be able to offer me some advice.
my hands are very much tied and i cant bite my tongue much longer.
My very dear friend and her children,have suffered years of disregard and ignorance at the hands of there energy company EON.A single parent family where both mother and daughter struggle with disability on a daily basis,financially and physically struggling. Unfortunately this family were not provided with the so called "vulnerable support" that EON boast in there corporate reports and press releases,no guidance towards the safety of the priority register.They received a personal visit from a eon representative with false promises of dual fuel discounts and competitive prices,this deffinatly wasn't the start of a beautiful friendship.It was the start of a cruel and dangerous path,for nothing more than EONS profit gain.As i am sure you can imagine,many months later they were left with an outstanding balance.The arranged by eon direct debit, didn't cover there usage.Unable to pay the outstanding balance in the "ONLY" time scale EON would accept,there was no other option but the installation of pre-payment meters.Trying to arrange regular top ups from outlets wasn't to be the main problem,the meters were placed outside of the property and impossible for this family to reach,read,operate or credit.How any human being could ignore this family's pleas for help i will never understand.How a company can profit from such a cruel situation will forever disgust me.This familys situation carried on for 5 years creating hardship,fear,constant worry over there credit running out and trying to reach someone for help with applying credit.This familys safety and well being were completely disreguarded.
It would not be fare on the family in question for me to speek out about everything they endured.They became the target of a disgusting fraudster poseing as an EON representative.EON are very much aware of this.Finding the courage to approach EON and speek out in a last desperate plea for help,should of been enougth for this family to recieve the support they deserved.Instead the most respected employees of EON, chose to further manipulate the situation to protect there reputation and allow a vulnerable family to believe there situation and trust in people were to blame.
I desperatly want to scream from the roof tops,unfortunatly this familys fears of repercussions, confrontation and further humiliation have made there decision the final one,they dont want to pursue.
"CONGRATULATIONS EON :T YOU WIN !!!"
They don't have a reset button to push,nothing can change there past. May i suggest a rewind button campaign please EON, hopefully instead of resetting you will be able to see what you done wrong and know one else will have to suffer like this again.
If anyone may be able to offer any advice on a way i can pursue this on behalf of this family,i would be sincerely grateful.

Former_E.ON_Company_Representative:_Malc

Hi Mary.s

I'm really sorry your friend has had such problems with us.

As it appears at the moment, I'm afraid, there doesn't seem to be too much you can personally do on the account as our agents will be restricted by the Data Protection Act. However, if your friend is prepared to give permission for you to act on her behalf, then you can talk to us about this situation.

It's very difficult to say much about what's happened from the details posted but if we've acted with the disregard you mention, then this certainly needs taking up again and I'd encourage your friend not to just accept it.

Don't worry about the events being in the past. If we've acted incorrectly, the issues can still be taken up and re-investigated.

You say, some of E.ON's 'most respected employees' were involved. Were these managers and do you know what area of the business your friend was dealing with?

Going forward, I'd recommend dealing with our Director's Office (contact details are on the statements/website). Ask for a complaint to be raised and backdated to the time the problems were originally highlighted.

We usually have 56 days from the date the complaint was first opened to put right or explain our actions. If, after this time, customers remain unhappy, the matter can be referred to the Ombudsman for an independent review.

In this case, it looks as though the 56 days are long gone allowing the case to be referred immediately.

Alternatively, I'll be happy to take a look at the account provided your friend either contacts me directly or gives you permission to act on her behalf. Ask her to drop an email to the address in my Profile if she'd like me to take a look.

Again, I'm sorry your friend appears to have been treated so poorly and I'd re-emphasise the need to take this up again.

Malc

Mary.s_3

Thank you for your comments and suggestions malc !!

I am unable at present to convince my friend to pursue.I am confident in time that she may consider approaching the ombudsman and asking for a fresh investigation.I understand there is a time scale of 9 months in which to pursue(please do correct me if i am wrong).
I feel responsible for the further upset and disregard that the family have had to go through.I honestly believed that there experiences would be taken seriously by raising a complaint and with a lot of encouragement they took that step and spoke out.
Over more than 5 years the family made numerous phone-calls to EON regarding there pre-payment meters,explaining the physical and financial desperation they were in.Both myself and family members approached EON with pleas for support for the family.At no time were there safety or well-being acknowledged.
It is only now we are aware of the support and discounts that they would of been eligible for and the difference this would of made to there lives.
This complaint has reached the directors office.
There investigation showed no proof.Apparently, although calls were taken regarding the account on numerous occasions,there are no notes in relation to conversations.HOW VERY CONVENIENT:mad::mad::mad:
If my hands were not tied,i would indeed continue.I was under the impression that all calls were monitored and recorded???
As a company promoting caring energy, offering support and guidance to our most vulnerable,why would this family still be treated with the most irresponsible and dismissive attitude.
With the launch of your reset review,i find myself even more frustrated with the continued disregard of such a vulnerable family.
If eons CEO honestly wishes to encourage a full examination of customer relationships and gain back the trust that customers have lost.Surely he would wish to address any form of dishonesty and bad customer service within the eon company.
Resetting the button will not erase peoples memory's or generate a clean start.
Trust must be earn t and it starts with honesty :exclamati

yours sincerely very disappointed:silenced:

C_Mababejive

Are you a drama queen..?

Former_E.ON_Company_Representative:_Malc

Hi Mary.s

Difficult to be explicit with knowing more details about the history/circumstances of this particular case.

Complaints can be taken up with us at any time. We then have 56 days to resolve it.

If this matter has already been through our Director's Office and we've made it clear we have done all we can but are still unable to reach a resolution, a deadlock letter will have been raised.

Your friend would then have had six months from the date of the letter to refer the matter to the Ombudsman.

The complaint must be referred to the Ombudsman within nine months of first making it to us.

Once the Ombudsman has the complaint, they will respond directly to the customer.

Do you know which of the above stages your friend reached?

If the original complaint falls outside of the above timescale, your friend may need to start again and follow the process through to a conclusion.

Agents in the Director's Office will have noted the account with their actions so it may not be necessary to go right back to scratch.

Now, calls are generally recorded but five years ago this was more random. Also, any calls containing sensitive info such as bank details will be deleted to protect customer security.

Sorry this is a bit vague but difficult to say more without knowing the full details of the individual case.

Malc

tinkle

If your friend does not want to take this any further, then why are you?

~Chameleon~

If people cant be bothered to write in proper paragraphs to make reading easier then I can't be bothered to decipher the mass of text displayed!

nurse34

Maybe Mary is dyslexic Chameleon?(like myself) Who are we to judge?

It is evident that Mary cares greatly about her friends predicament , and i think it is commendable that she is seeking advice on here.

Can i just say that if she decides to escalate this case to the ombudsman she shouldn't be fearing retribution, i am sure it will be impartial and confidential and i wish you all the luck x